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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.

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

  • Close and re-open myPhonak and try again to connect. 
  • Close all background applications by either tapping on "Close all" at once or close them individually through the recent apps menu. 
  • Turn off and on 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. 

For the following instructions a Samsung Galaxy phone was used. 

 

If none of the above helps, follow the steps: 

  1. Go to Settings > Connections > Bluetooth in your phone. On the list of paired devices, find the items representing your hearing aids. Depending on the type of your 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, one for your left hearing aid, and a third one for streaming and phone calls) 
  1. Tap on the Settings icon at the right of each paired device and then tap on the "Unpair" icon to unpair it. Repeat this procedure to remove all items of your hearing aids from your Bluetooth menu. 
  2. Open myPhonak.
  3. Go to the Devices section in the navigation bar.
  4. Tap on YOUR DEVICES. In the Product Information screen tap on "Forget my devices."
  5. 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: 

  1. Press and hold the app icon on your phone's Home Screen until a menu appears. Then, tap “Uninstall’, and select “OK” to confirm. 
  2. Go to the Play Store app, type myPhonak in the Search bar to re-install the app.  
  3. Tap on the myPhonak app icon to open it. 
  4. Follow the onboarding instructions until you reach the Home section. Then press “Pair hearing aids”.  
  5. 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. 
  6. 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.  
  7. Once your devices are detected, tap the green ’Pair’ button. 
  8. 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). 
  9. Your hearing aids are now paired to the myPhonak app. 

 

How to troubleshoot myPhonak on Android™ 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.