Oops! Looks like something went wrong and you’ve hit a snag. Rest assured, we’ll help you get to the bottom of it. Here are some general suggestions you can try to troubleshoot:

STEP 1: Confirm Your Charger is Within Range

The Eargo app needs to remain open and your Charger must be nearby your mobile device for a successful update via Bluetooth. Remember, the average range for Bluetooth is approximately 33 feet.

STEP 2: Check Device Placement and the Charger Battery Level

Remove the magnetic lid, then reposition or remove and reinsert your Hearing Devices. When Eargo 5 is inserted properly, the Hearing Device and Cradle Indicator lights will slowly pulse white. Take a quick peek at the Charger Indicator Light at the bottom of your Charger. The Charger Indicator Light will be solid white when your device is unplugged and you have an adequate charge. When your device is running low and needs to be plugged in, you’ll see a rapid white double-flash. If needed, plug your Charger into a power source before trying to connect to the app again.

STEP 3: Check Your Bluetooth and Internet Connections

If Bluetooth is already turned on, switch it off and then turn it back on again before trying to reconnect to the Eargo app. Additionally, check your WiFi or cellular signal to ensure you have a strong connection and make adjustments as needed.

STEP 4: Close and Relaunch the Eargo App

If the Eargo app won’t respond, you can close it and then re-open it to try again.

Step 4 On iOS:

  • On older iPhones, double click the Home button. Alternatively, swipe up on an iPhone X or later and pause when you reach the middle of the screen. Once you’re viewing all open apps, close the desired app by swiping up as if you were throwing the app off of the screen and it will close immediately.

Step 4 On Android:

There are several ways to shut off apps on Android devices. How you access this menu will depend on the make and model of your mobile device and the Android version currently installed. Try one of the following methods below or consult help articles provided directly by your specific manufacturer or mobile carrier.

METHOD #1:

Swipe up from the home screen and pause when you reach the middle of the screen. Once you’re viewing all open apps, close them by swiping the desired app up and down or left and right (depending on your device) as if you were throwing the app off of the screen. You may also select “Clear all” if it’s available to quickly close all open apps on your mobile device and return to the home screen.

METHOD #2:

If your device has navigation buttons (on screen or physical), tap the small square icon or the button that looks like two overlapping rectangles or 90 degree-angles. Once you’re viewing all open apps, close them by swiping the desired app up and down or left and right (depending on your device) as if you were throwing the app off of the screen. You may also select “Clear all” if it’s available to quickly close all open apps on your mobile device and return to the home screen.

METHOD #3:

Press and hold down the app icon for the app you would like to close. When available, select “App info,” then “Force stop.” Tap “OK,” then tap the back arrow in the upper left corner to return to the home screen.

STEP 5: Delete, Reinstall, and Relaunch the Eargo App

Consider deleting the Eargo app from your mobile device and starting fresh. Don’t worry - results from Sound Match sessions are always accessible to your Personal Hearing Professional and the mobile app will make sure your programming is in sync after you reinstall.

After you have deleted the app from your homescreen, go to your mobile device “Settings” menu and view your connected Bluetooth devices. If your Eargo 5 Charger appears on the list of connected devices, forget the device. To forget your Eargo Charger on iOS, select the “i” icon, then “Forget This Device.” On Android, select the gear icon, then “Forget.” Switch your Bluetooth off and then turn it back on before returning to the Apple App or Google Play stores to redownload the Eargo app.

Step 5 On iOS:

Step 5 On Android:

STEP 6: Call Eargo Support

If the issue you’re seeing persists or you have additional questions, contact us by emailing support@eargo.com or call 1-800-615-9000 and ask to speak with a Mobile App Specialist for support.

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