Back
Updated 17 May 2020Kanso® 2Apps and accessories

The Nucleus® Smart App says my sound processor is unavailable.

  1. Is your sound processor close enough to your smartphone?

    Make sure your sound processor is within 23 feet (7 meters) of your smartphone.

  2. Are your sound processor and smartphone paired correctly?

    If you're unable to adjust your sound processor(s) using the Nucleus® Smart App, your compatible smartphone may not have been paired properly with your sound processor.

Need more help ?

Get in touch with a member of our customer support team. We're available from 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday for telephone enquiries as well as 8:00am - 5:00pm MDT Monday to Friday for chat enquiries. Choose phone or chat and we'll take it from there.

Offline
nh-customer-support@2x.png

Talk on the phone

We're here to help. Call now to speak with a customer support team member.

After hours? Make an online inquiry and we'll get back to you

Make an online inquiry
customer-service@2x.png

You don't have access to this service.

If you want to send in a device for repair, call our customer support team on 877-651-7001.

Close this window
construction@2x.png

We're still working on providing troubleshooting for some devices.

We are available 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. For after hours support, make an online inquiry and a member of our customer support team will get back to you.

thumbs-up@2x.png

That's great! Help us improve our troubleshooting.

We're happy your problem is solved. To help us improve, tell us what you did that solved your problem and anything we missed.

Close this window
sent@2x.png

Sent. Thanks for your feedback.

OK, I'm done
thumbs-down@2x.png

Hmm, let's try something else.

We are available 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. For after hours support, make an online inquiry and a member of our customer support team will get back to you.