Bluetooth Connectivity

Sometimes a connection to the hearing aids cannot be established after an app update, an iOS update, 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, then try to connect again. 
• Close all background applications by swiping up from the bottom of the screen and pausing in the middle to open the App Switcher. Then, swipe up on each app's preview card to close it.  
• Turn Bluetooth off and on again on your phone, then try to connect. 
• Restart the hearing aids and try to connect again. 
• Restart your phone and try to connect again. 

If none of the above helps, follow the steps: 

1. Go to Settings > Bluetooth on your iPhone. In the list of paired devices, find the items representing your hearing aids. Depending on the type of 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 and one for your left hearing aid representing both the myPhonak pairings, and third one for streaming & phone calls) 

2. Tap the (i) icon of each paired device, then tap "Forget this Device" to unpair it. Repeat this procedure to remove all items related to your hearing aids from your Bluetooth menu.  

3. Open myPhonak.

4. Go to the "Devices" section in the navigation bar. 

5. Tap on YOUR DEVICES. In the Product Information screen, tap on "Forget my devices." 

6. 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 pops up. Then, tap "Remove App," and select "Delete App" to confirm.
2. Go to the App Store icon, type myPhonak in the Search bar to re-install the app.  
3. Tap on the 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."
9. Your hearing aids are now paired to myPhonak. 

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. 

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) 

2. 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. 

3. Open myPhonak.

4. Go to the Devices section in the navigation bar.

5. Tap on YOUR DEVICES. In the Product Information screen tap on "Forget my devices."

6. 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. 

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. 

When making 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.
• 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).