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.
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.
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.
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: Reboot Your Mobile Device
Every now and then, electronic devices need to be reset to correct a problem. Consider shutting down your phone, then powering it on again. Launch the Eargo app and try again.
STEP 6: Call Eargo Support
If the issue you’re seeing persists or you have additional questions, call 1-800-615-9000 and ask to speak with a Product Support Specialist for assistance or log into My Account to create a Support Request.