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Updated 15 September 2026Osia® 2Apps and accessories

I can’t pair or connect my sound processor to the Osia Smart App.

Before troubleshooting, make sure that your smartphone is compatible (refer to www.cochlear.com/compatibility).

Always make sure that your sound processor is ON, is nearby, has a charged battery, and your phone’s Bluetooth® is enabled.

  1. Restart the Sound Processor

    • Press and hold the button for 15 seconds to restart the sound processor.
    • Confirm the sound processor powers on normally after restart.

    If the issue persists, continue to the next step.

  2. Restart the Osia Smart App

    • Completely close the Osia Smart App.
    • Reopen the app and try connecting again.

    If the issue persists, continue to the next step.

  3. Re-pair the Sound Processor

    iOS Device:

    • Navigate to "Hearing Devices".
    • Select the sound processor(s).
    • Select "Forget Device".
    • Navigate back to "Hearing Devices".
    • Push and hold the button on the sound processor for 5 seconds to turn it off.
    • Push and hold the button on the sound processor for 5 seconds to turn it on.
    • The sound processor(s) will now be shown in the list of devices to connect to. Select the sound processor(s).
    • Accept the pairing request.

    Android Device:

    • Navigate to "Bluetooth".
    • Click on the cog wheel next to the sound processor(s).
    • Select "Unpair".
    • Navigate back to "Bluetooth".
    • Push and hold the button on the sound processor for 5 seconds to turn it off.
    • Push and hold the button on the sound processor for 5 seconds to turn it on.
    • The sound processor(s) will now be shown in the list of devices to connect to. Select the sound processor(s).
    • Accept the pairing request.
    Note: Watch the appropriate Smart App video depending on if you have an Apple or Android.

  4. Additional resources

    Watch the appropriate Osia® Smart App video for your device:

    • Apple smartphone video
    • Android smartphone video

    You can also download the:

    • Osia Smart App User Manual
    • Osia Sound Processor User Manual

    If you are still unable to pair or connect your sound processor after completing these steps, please see below to connect with our Customer Support Team for assistance.

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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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.