Why can’t I answer calls using the button or double tap on my Phonak hearing aids?

Once the hearing aids are paired with a phone via Bluetooth, the multi-function button on the Phonak hearing aids can be used to accept and reject a phone call. A short push (less than one second) will accept an incoming call and a long push (press and hold more than two seconds) will reject an incoming call.

If you’re unable to answer phone calls using the double tap or the volume-up button, please check the following:

In the myPhonak app, go to "Devices" section and check the following:

Make sure Double tap is enabled for Accept/end call & streaming.
If you have Infinio Ultra or later hearing aids, ensure that you haven't unintentionally disabled “Bluetooth streaming” in the settings of the myPhonak app.

If you use an iPhone, check Call Audio Routing.
If it’s set to Automatic, the iPhone may route calls to the phone itself, which means pressing the hearing aid’s multi-function button won’t answer the call.
To force calls to go to your hearing aids, go to:
Settings > Accessibility > Touch > Call Audio Routing > Bluetooth Headset

Verify these settings in your phone (if available):

Silence Unknown Callers
Reason for Call
Do Not Disturb

Check with your hearing care professional if:

Hands-free Calls are disabled in Target (the fitting software, your hearing care professional is using to fit your hearing aids). This setting allows using your hearing aids in high-security environments, such as SCIF, by disabling hands-free calls. Only your hearing care professional can enable it again to allow hands-free calling.
The button function for Accept/end call & streaming is enabled.
(By default, this is on. If your professional turned it off, you’ll need to accept and end calls on the phone itself. This can only be enabled by a hearing care professional.)

Notes:

Some phones transfer a call automatically to the hearing aids when you answer using the hearing aid button but keep the call on the phone if you answer directly on the phone. If you answer on the phone, you can still switch the audio to your hearing aids.
Connectivity issues can occur if the phone is far away or used in a car.
Answer with a single short press. Pressing the button twice may hang up the call.
When a call comes in, it starts on the phone like a normal call. Wait a few seconds until you hear the ring in your hearing aids to ensure the audio is correctly routed.