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GizmoWatch2 not pairing with iPhone 12

i got a GW2 for my son this is past xmas (4 months ago) - i paired it w m iphone12 and my wife's 8+

suddenly yesterday when opened the Gizmo Hub app the GW2 was no longer paired

i tried to pair it but it's saying a QR code is supposed to appear on his watch for me to then scan

it never appears - i tried rebooting all devices - no luck - i tried to create a new account but it does no good bc the QR scan never appears on the GW2

any advice?

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