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Failed to pair new device during setup

This article explains how to troubleshoot if you receive a "Failed, please try again" error message when pairing a new device for the first time.

 

Check your phone’s bluetooth settings

Your phone's bluetooth may be turned off, check to ensure it's turned on and try pairing again.

Manually enter the serial number

If bluetooth fails, there there is an option to enter your serial number manually.

✏️ Note: On Android phones, we have seen an issue with customers getting an error when tapping their keyboard's down arrow after typing in the number. Instead of tapping on that down arrow, after finishing entering your serial number, please tap the check mark/enter key once you've entered your serial number as shown below: 

Screenshot_20240513_120341_Canopy.jpg

 

If you are still unable to pair your new device, please reach out to our Customer Care team for further troubleshooting.

 

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