Frequently Asked Questions

Phonak hearing aids support Bluetooth classic, the Hands Free Profile (HFP) and the Advanced Audio Distribution Profile (A2DP) and therefore support listening to audiobooks, music, or videos and making hands free phone calls.

1.    Go to your iPhone home screen and tap on the “Settings” icon. 
2.    In the settings menu, tap on the “Bluetooth®” icon. 
3.    Tap on the slider to turn Bluetooth “on.” 
4. First, open the battery door for 5 seconds and then close it or switch the hearing aids off and on again if you have rechargeable Phonak hearing aids. 
5.    After several seconds, the name of your Phonak hearing aids will appear on the iPhone screen.  
6. Select the hearing aid from the Bluetooth-enabled devices list.  
7.  A beep from the hearing aid confirms successful pairing. 

Your iPhone is now connected to the Phonak hearing aids.

1.    Go to the Android phone’s home screen and tap on the “Settings” icon. 
2.    In the settings menu, tap on the “Bluetooth®” icon. 
3.    Tap on the slider to turn Bluetooth “on”. 
4.    First, open the battery doors for 5 seconds and then close them or switch the hearing aids off and on again if you have rechargeable Phonak hearing aids. 
5.    After several seconds, the name of your Phonak hearing aids will appear on the list of available devices. 
6.    Select the hearing aid from Bluetooth enabled devices list.    
7.    A beep from the hearing aid confirms successful pairing.   
 
Your Android smartphone is now connected to the Phonak hearing aids.

To make a phone call on your computer with your hearing aids, follow the steps below.

1. Ensure Bluetooth is enabled on your computer/laptop/tablet and search for Bluetooth-enabled devices in the connectivity settings menu.
2. Open and close the battery doors of the hearing aids to enter pairing mode, or switch the hearing aid off and on again if you have rechargeable Phonak hearing aids.
3. You now have 3 minutes to pair your hearing aids with your computer.
4. Your computer shows a list of found Bluetooth-enabled devices. Select the hearing aid from the list to pair the hearing aid.
5. If you are wearing your hearing aids, you will hear a confirmation.
6. Once the hearing aids are connected to your computer, you can make calls using FaceTime, Skype or WhatsApp.

When doing a phone call with Phonak hearing aids the following is important:

Verify your mobile phone signal strength. You may need to move to a location with stronger reception.

Adjust the position of the phone, making sure there are no obstacles between the phone and your hearing aids such as your body, a wall, or hard surfaces as these can interfere with the wireless audio signal. 

Ensure you are within Bluetooth range, keeping in mind that factors such as physical obstacles, interference, environmental conditions, and battery status can affect connectivity.

When relocating during a call, make sure to take the phone with you.

Make sure that the phone is streaming the call through the hearing aids and not the speaker of the phone. Accept the call using the multi-function button of the hearing aid.

Sound quality issues during iPhone Bluetooth calls can be solved by turning the iPhone off and on once a day.

For hearing aids with disposable zinc air batteries make sure you are using a fresh battery that has been properly primed (leaving it out of the battery packet without tab for 2-5 minutes prior to inserting into the hearing aid).

• If possible, increase the distance between you and the noise source. The best is to look for a quiet place during phone calls. This will also improve the quality of your phone partner. 
• Use the volume control on the mobile phone to increase the call volume. 
• If the multi-function button on your Phonak hearing aids is set to work as a volume control, press the upper button to increase the volume of the phone call and reduce the volume of the surrounding sounds.

Using Phonak hearing aids, there are two ways to change the volume of a phone call:

• Using the volume buttons on your mobile phone.
• If your Phonak hearing aids were configured accordingly by your hearing care professional, you may also use the hearing aid multi-function button:
  • To make the volume louder, use the upper push button.
  • To make the volume softer, use the lower push button.
• If your Phonak hearing aids have a single push-button, ask your hearing care professional how it has been configured.

For further questions regarding your volume preferences, check the printed hearing aid settings received after your fitting, or contact your hearing care professional.

The easiest way to ensure calls are routed through your hearing aids directly is to answer incoming phone calls using the push button of the hearing aid. If you still cannot hear the caller on the phone- increase the volume of the call using the volume buttons on the phone. For outgoing calls- initiate the call normally. Depending on your iPhone configuration- the call will be routed to the hearing aids automatically. After accepting or during a call- you can change the routing of the call from the iPhone to the hearing aids by following these steps:

1. From the call screen- select the Audio button
2. A menu will pop up showing all routing options
3. Select NAME OF HEARING AIDS
4. You will now hear the caller in your hearing aids

Please NOTE: You may also configure your iPhone to route the call to your hearing aid by default. See the configuration options of the phone. If the buttons of your hearing aid are configured as volume buttons by your hearing care professional, you may also adjust the volume of the phone call using the hearing aid buttons. If this does not work- delete the pairing from your phone- reboot the phone and hearing aids- and then re-pair them to your phone.

For using the myPhonak app, your phone must fulfill the following minimal requirements:

• iOS version 15.0 and Bluetooth version 4.2 or newer
• Android version 8.0 and Bluetooth version 4.2 or newer

To pair and connect non-rechargeable hearing aids, please launch myPhonak app and follow the steps:

1. Tap on “Pair device” to start pairing.
2. Turn on Bluetooth® to allow myPhonak to connect to the devices.
3. To enable pairing, restart your hearing aids by opening and closing the battery door.
4. Tap on “Continue” to start pairing process. App will be searching for devices.
5. “Device found” will appear on the app screen. Select your hearing aid. It can take some time for the hearing aid to connect.
6. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
7. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

To pair and connect rechargeable hearing aids, please launch myPhonak app and follow the steps:

1. Tap on “Pair device” to start pairing.
2. Turn on Bluetooth® to allow myPhonak to connect to the devices.
3. Restart the hearing aids to enable the Bluetooth pairing mode:

• Push and hold the lower part of the hearing aid button for 4 seconds until the light turns red,
• Push and hold the lower part of the hearing aid button for 2 seconds until the light flashes green.

4. Tap on “Continue” to start pairing process. App will be searching for devices.
5. “Device found” will appear on the app screen. Select your hearing aid. It can take some time for the hearing aid to connect.
6. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
7. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

To pair and connect non-rechargeable hearing aids, please launch myPhonak app and follow the steps:

1. 1. Tap on “Pair device” to start pairing.
   2. Turn on Bluetooth® to allow myPhonak to connect to the devices.
   3. For the initial setup of the app Location Services must be enabled on the smartphone.
   4. To enable pairing, restart the hearing aids by opening and closing the battery door.
   5. Tap on “Continue” to start pairing process. App will be searching for devices.
   6. “Device found” will appear on the app screen. Select your hearing aid.  It can take some time for the hearing aid to connect.
   7. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
   8. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

To pair and connect rechargeable hearing aids, please launch myPhonak app and follow the steps:

• 1. Tap on “Pair device” to start pairing.
  2. Turn on Bluetooth® to allow myPhonak to connect to your devices.
  3. For the initial setup of the app Location Services must be enabled on the smartphone.
  4. Restart the hearing aids to enable the Bluetooth pairing mode:
• Push and hold the lower part of the hearing aid button for 4 seconds until the light turns red,
• Push and hold the lower part of the hearing aid button for 2 seconds until the light flashes green.
• 5. Tap on “Continue” to start pairing process. App will be searching for devices.
  6. “Device found” will appear on the app screen. Select your hearing aid. It can take some time for the hearing aid to connect.
  7. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
  8. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

How to repair connection issues ocurring with myPhonak on iPhone

• Close and re-open the myPhonak app and try again to connect.
• Turn off and on the Bluetooth on the phone and try again to connect.
• Restart the hearing aids and try again to connect.
• Restart your phone and try again to connect.

If none of the above helps:

Sometimes a connection to the hearing aids cannot be established after an app update, an OS update of the smartphone, 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:

• Close the app and uninstall the app from the smartphone.
• Go to Bluetooth settings in the smartphone.
• On the list of paired devices, find the two or three items representing the user hearing aids. Please note that the third listed item is for the phone call / streaming functionality.
• Click on each of the paired devices and unpair them.
• Install the myPhonak app again from App Store.
• Follow the onboarding instructions until reaching the Home section. Then press "Pair device". 
• Follow the pairing instructions.
• When reaching the screen with "Connect your hearing aids to myPhonak", restart the hearing aids. Instructions for this can be found in the screen. 
• Click “Continue” in the app and the pairing will start, follow the instructions until reaching screen saying "Pairing complete!"
• If the user wants to enable phone calls, audio streaming and Tap Control this can be set up by pressing "OPTIONAL SETTINGS" and follow the instructions.
• The hearing aids should now be successfully paired.

Potential causes and troubleshooting:

During the initial setup of the myPhonak app, you have paired only one hearing aid.  Make sure both hearing aids are paired with the app: 

• Open the myPhonak app 
• Tap on Devices 
• Check if both hearing devices are listed under My hearing aids. 

If only one hearing aid is paired, you need to unpair and re-pair your hearing aids with the app. To do it, open the app and tap on Devices - > My hearing aids -> Forget my devices. Start the pairing again following the instructions in the app. 

Low battery Level. If one of your hearing aids has a low battery level, it might not be detected or able to connect to the app. Ensure that both hearing aids are turned on and have sufficient battery power. 

Interference. External interference, such as other electronic devices or wireless signals, might affect the connectivity. Try connecting in a different environment. 

Bluetooth connection issues. You might need to refresh the Bluetooth connection. 

• Turn off Bluetooth on your device, then turn it back on. 
• Restart your phone. 
• Restart your hearing aids. 

If the above do not help, unpair and re-pair your hearing aids with the app. 

Flight mode. You might have accidentally activated flight mode in one of your hearing aids. Restart your hearing aids to exit the flight mode and put them in the pairing mode. 

Software updates. Your smartphone's operating system and/or the myPhonak app are not up to date. Ensure that both your smartphone's operating system and the app are updated. 

Firmware Updates. Your hearing aids do not have the latest Firmware update. Check with your hearing care professional if your hearing devices have the latest firmware. 
Important: Both hearing aids do need to have the same firmware installed. 

If the problem persists, contact your hearing care professional for assistance. 

An initial setup in the app is needed to pair the hearing aids. Pairing needs to be done only during the setup of the app. Afterwards the app remembers your hearing aids and will attempt to connect automatically whenever the app is opened. To pair the hearing aid with myPhonak, go to the Home section, press "Pair device", and follow the instructions. 

There can be several reasons why the hearing aids cannot connect. Try the troubleshooting steps below:

• Check if the hearing aids are already paired to the app. Under the Devices section, the connection status of each hearing aid is shown. 
• Check the internet connection. During the pairing process an internet connection is needed to connect the hearing aids and access remote control.
• Check if Bluetooth® on the smartphone is activated and that the hearing aid is on.
• Make sure that the hearing aids are in Bluetooth pairing mode and have adequate battery power. For Bluetooth pairing mode, turn the hearing aids off and then back on. They will stay in pairing mode for several minutes. 
• Make sure the phone and hearing aids are not in flight mode.
• On Android^™ smartphones- Location Services must be enabled during the initial setup of the app. After the initial setup- Location Services are not required for the app to work.
• Try to close the app, restart the smartphone and restart the app. When reconnecting to the app make sure that:

1. Bluetooth is enabled on the smartphone.
2. Make sure that the phone and hearing aids are not in flight mode.
3. Make sure that the hearing aids are in Bluetooth pairing mode and have adequate battery power.

If the hearing aids were previously paired and they cannot be found by the smartphone visit our troubleshooting FAQs:
* How to repair connection issues with myPhonak on iPhone®  
* How to repair connection issues with myPhonak on Android smartphones

When the Phonak hearing aids detect a problem with the Bluetooth connection to your smartphone, they will attempt to reconnect automatically. Sometimes, this is accomplished by rebooting. The cycle should take no longer than 10 seconds to complete. If this problem happens frequently, consult your hearing care professional.

Rebooting your hearing aid

Use this technique if your hearing aid is in an error state. This will not remove or delete any program or settings.

Instruction for Phonak Infinio hearing aids:

Press the push button for at least 15 seconds. It does not matter if the hearing aid is switched on or off before you start pressing the button. After 15 seconds the indicator light on the hearing aid blinks green and then turns solid green. The hearing aid is ready to use.

Instruction for other Phonak rechargeable hearing aids:

1. Press the lower part of the button for at least 15 seconds. It does not matter if the hearing aid is switched on or off before you start pressing the button. There is no light or acoustic notification at the end of the 15 seconds.

2. Place the hearing aid in the power-connected charger and wait until the indicator light blinks green. This can take up to 30 seconds. The hearing aid is now ready to use.

Local warranty 
Please ask the hearing care professional, where you purchased your hearing aid, about the terms of the local warranty.

International warranty
Phonak offers a one year limited international warranty valid as of the date of purchase. This limited warranty covers manufacturing and material defects in the hearing aid itself, but not accessories such as batteries, tubes, ear molds or external receivers. The remedies under the international warranty are limited to the free repair of the hearing aid. The warranty is valid only if proof of purchase is shown. The international warranty does not affect any legal rights that you might have under the local warranty or the applicable national legislation governing sale of consumer goods.

Warranty limitation
This warranty does not cover damage from improper handling or care, exposure to chemicals, immersion in water or undue stress. Damage caused by third parties or non-authorized service centers renders the warranty null and void. This warranty does not include any services performed by a hearing care professional in his/her office.

“Auto On” feature is disabled. To activate “Auto On”, please follow the steps:

1. Open myPhonak app
2. Tap on “Devices”
3. Tap on “Auto on”
4.  Enable “Auto On” by moving the slider from left to right. 

If the problem persists, please follow the steps above to enable “Auto On”, then immediately close the myPhonak app and remove it from the background. To remove the app from the background swipe up from the bottom of your screen and then swipe the myPhonak app card up until it disappears. Once this is complete do not navigate back to the “Auto On” setting. You can test that Auto On is still enabled by placing the hearing aids in the charger briefly, then removing them and observing if they automatically turn on.

There are two options to manually steer the beam:

1. Bring the Roger On into pointing mode by pressing the function button, then turn the device in the direction of the talker. Or use the case as a stand for Roger On and place it in front of the talker.
   
   
2. When the Roger On is further away from you, you can use the myRoger Mic app to steer the beams discretely from your smartphone.

To mute the Roger On, press and hold the function button for two seconds. You can also mute the Roger On remotely using the myRogerMic app.

Yes, when you press the function button for two seconds, you can unmute your Roger On. This will mute the other microphones in the network.

Yes, Roger On can be combined with other Roger On, with Roger Table Mic and / or with Roger Select to hear a larger group of people as part of a MultiTalker Newtork. When Roger On is in a network with other microphones, then it has to be worn on the chest of a talker.

For Roger On, Roger Select and Roger Table Mic: Up to 10 Roger microphones can be used together.

For Roger Touchscreen Mic: Up to 35 Roger Touchscreen Mic, Roger Passaround and / or Roger Multimedia Hub can be used together. 

Make sure your hearing aids are within 1 meter of the TV Connector. Then press the connect button located on the back of the TV Connector. Within 10 seconds, you will hear a confirmation beep indicating your Phonak hearing aids have successfully paired with the TV Connector.

Please ensure:
•    The TV Connector is connected to the TV*
•    The TV is switched on and the audio signal is not muted
•    The hearing aids are paired with the TV Connector**
•    You are within range of the TV Connector

If the problem persists, contact your hearing care professional to check if the “Automatic activation” of the TV Connector program is enabled in the fitting software. ***

* Connecting TV Connector to television
**Instructions how to pair your hearing aids with TV Connector
***Please note: Difference between Automatic and Manual activation

Your hearing care professional can set your hearing aid to automatic or manual mode.

• If the “Automatic activation” of the TV Connector program is enabled and a TV is switched on, the hearing aid automatically switches to the TV Connector program.
• If your hearing aids are set to “Manual activation” for the TV Connector and the TV is switched on, you will hear a signal in the hearing aid that the TV Connector program is available. When a TV Connector signal is detected, the program can manually be activated via the hearing aid multi-function button or the myPhonak app. The TV Connector program will be available in your toggle sequence. Toggle through the programs until the TV Connector signal is heard again.

The hearing aid microphones are turned on to allow you to hear surrounding sounds.

Please consider the following points:

• The Phonak TV Connector device is recommended to stream the TV audio directly to the Phonak hearing aids. This will turn your hearing into a wireless stereo headset. 
• For more information regarding Phonak TV Connector, visit our product information website or contact your hearing care professional.

Rechargeable hearing aid could not charge to 100%: Soiled charging contacts possible 

Clean the contacts of the hearing aid and the charger. If this does not help, please contact your hearing care professional to service the hearing aid and the charger.