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Ace 3 not waking

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My childs ace 3 (which we've only had 3 weeks), no longer wakes when turning their wrist.  I tried the 'wake' setting, but even though i am tapping the screen its like the watch isnt recognising my tap no matter how hard I press!!  The DND option doesnt change either - both the DND and awake options just have the picture with a cross through it no matter how hard/soft i tap.  Its like the sensor on those icons arent working

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