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How to repair connection issues with the myPhonak app on Android smartphones

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.
  1. Close and re-open the myPhonak app and try again to connect.
  2. Turn off and on the Bluetooth on the phone and try again to connect.
  3. Restart the hearing aids and try again to connect.
  4. Restart your phone and try again to connect.
If none of the above helps:
  1. Close the app and uninstall the app from the smartphone.
  2. Go to Bluetooth settings in the smartphone.
  3. 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.
  4. Click on each of the paired devices and unpair them.
  5. Install the myPhonak app again from Google Play Store.
  6. Follow the onboarding instructions until reaching the Home section. Then press "Pair device". 
  7. Follow the pairing instructions.
  8. When reaching the screen with "Connect your hearing aids to myPhonak", restart the hearing aids. Instructions for this can be found in the screen. 
  9. Tap on “Continue” to start pairing process. App will be searching for devices. 

  10. “Device found” will appear on the app screen. Select your hearing aid. It can take some time for the hearing aid to connect. 

  11. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”. 
    The Bluetooth pairing request might not appear in the foreground of the app. Instead, it may show up in the phone's Notifications list. 

  12. 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.