Why can't my hearing aids pair or connect to the myPhonak app?

Troubleshooting pairing and connection issues with the myPhonak app

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:

Bluetooth is enabled on the smartphone.
Make sure that the phone and hearing aids are not in flight mode.
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