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Updated 11 August 2022Nucleus® 8Apps and accessories

My sound processor won't pair with my phone.

  1. Is it a compatible phone?

    You can check compatibility by visiting cochlear.com/compatibility.

  2. Double check if your smartphone is using the latest operating system (OS).

  3. Is your Bluetooth® enabled?

    On your smartphone, turn off Bluetooth then turn it back on again.

  4. Restart your sound processor, and then restart the Nucleus Smart App.

    If this doesn't work, try restarting your compatible* Apple or Android device.

  5. Un-pair and re-pair your sound processor to your compatible device.

    For more information about pairing, visit www.nucleussmartapp.com.

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.

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

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

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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.

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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.