How to repair connection issues with the myPhonak app on iPhone®

Sometimes a connection to the hearing aids cannot be established after an app update, an iOS update, or when the fitting of the hearing aids has changed. In this case, a full reset of the app is recommended which includes the deletion of the Bluetooth® pairings and any Bluetooth settings.

To re-establish the connection, start by trying the following steps:

Close and re-open myPhonak, then try to connect again.
Close all background applications by swiping up from the bottom of the screen and pausing in the middle to open the App Switcher. Then, swipe up on each app's preview card to close it.
Turn Bluetooth off and on again on your phone, then try to connect.
Restart the hearing aids and try to connect again.
Restart your phone and try to connect again.

If none of the above helps, follow the steps:

Go to Settings > Bluetooth on your iPhone. In the list of paired devices, find the items representing your hearing aids. Depending on the type of hearing aids, you will see:

For Virto R Infinio hearing aids and newer: 2 items (one for your right hearing aid and one for your left hearing aid)
For earlier generations of hearing aids: 3 items (one for your right hearing aid and one for your left hearing aid representing both the myPhonak pairings, and third one for streaming & phone calls)

Tap the (i) icon of each paired device, then tap "Forget this Device" to unpair it. Repeat this procedure to remove all items related to your hearing aids from your Bluetooth menu.
Open myPhonak.
Go to the "Devices" section in the navigation bar.
Tap on YOUR DEVICES. In the Product Information screen, tap on "Forget my devices."
Go back to the Home section of the app and follow the pairing instructions to re-pair the app.

If you are still not able to connect your hearing aids to the app, then uninstall and re-install the app:

Press and hold the app icon on your phone's Home Screen until a menu pops up. Then, tap "Remove App," and select "Delete App" to confirm.
Go to the App Store icon, type myPhonak in the Search bar to re-install the app.
Tap on the app icon to open it.
Follow the onboarding instructions until you reach the Home section. Then press "Pair hearing aids."
The app provides you with instructions for pairing depending on the type of hearing aids (rechargeable or with replaceable batteries). Follow the instructions to enable your hearing aids to get into pairing mode for 3 minutes. This will make them discoverable by the app.
The app is now searching for your hearing aid(s). If you wear two hearing aids, wait until both appear on the screen. If only one or none appears, tap "I don’t see my devices" at the bottom of the screen for help.
Once your devices are detected, tap the green "Pair" button.
Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap "Pair."
Your hearing aids are now paired to myPhonak.

How to troubleshoot myPhonak on iPhone® with Phonak Virto™ R Infinio

Setting up streaming and calls

If you have Virto R Infinio hearing aids, once you have paired them to myPhonak the audio streaming and phone calls functionality will be automatically enabled.

For earlier generations of hearing aids, an additional pairing step is required for phone calls and streaming. After pairing your devices with the app, you’ll see an option labeled “See instructions” (or “Optional settings” in older app versions). Tap it to view the steps for setting up call and streaming functionality.