Back
Updated 11 February 2018Osia® 2Apps and accessories

I've lost the connection with my Osia Smart App for iPhone® and I can't reconnect.

  1. Force-close the app.

    How you do this will depend on which Apple® device you're using.

    To close the app on an iPhone X or later, or an iPad with iOS 12:

    • Swipe up from the bottom of the Home screen and pause and lift your finger from the screen when your device presents all the apps you have open.
    • Place your finger on the Osia Smart App and swipe up to close it completely.

    On an iPhone 8 or earlier, double-click the Home button to show your most recently used apps.

  2. Unpair your sound processor from your iPhone.

    On your device, tap Settings > Accessibility > Hearing Devices. Under Devices, tap the name of your sound processor. Tap Forget this device.

    Note: You may also need to turn Bluetooth off and on.

  3. Pair your sound processor back to your iPhone.

    This is how to re-establish pairing with your iPhone:

    • Make sure your sound processor is turned OFF by opening the battery door.
    • On your iPhone, turn on Bluetooth under Devices.
    • Go to Settings > Accessibility > Hearing Devices.
    • Turn ON your sound processor by closing the battery door. It's now discoverable for 2 minutes.

    Tap the name of your sound processor, once it appears.

    Accept the pairing request.

    Note: You can watch a short video about how to pair your sound processor with your iPhone .

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.