If you had previously paired your hearing aids to your phone

In the app, select My Devices then tap the Forget devices button to remove them.  Then repeat the setup process from the home screen to re-pair your hearing aids to the app.

If you are unable to access My Devices from the Devices tab in the app, you can remove them from the Bluetooth settings in your phone.

Android:
Go to the Settings menu on your phone and look for Apps.
          1. Find the Remote Plus app on your phone.
          2. Select it and then go to Storage and clear the cache.
          3. Unpair the devices through your phone's Bluetooth menu.
          4. Open the app and follow the pairing process again with your hearing aids.

iPhone:
          1. Unpair the devices through your iPhone's Bluetooth menu  - Find your hearing aids in the list of My Devices.
          2. Tap the i button and select the option to Forget This Device.
          3. Open the app and follow the pairing process again with your hearing aids.

If none of these previous steps are successful, you can also:
1.  Reboot your phone by turning it off then turning it back on again.
2. Delete the app, then re-install it and start over with the pairing process, for either iOS or Android.

If this is your first time pairing and you are encountering an issue connecting
1. Ensure that your devices are not paired to another phone or device.
2. Ensure that your devices are in the correct state to pair, by turning them off and then back on again. They will remain in pairing mode for 3 minutes.

If none of these solutions fix the issue, we encourage you to reach out to your Hearing Care Provider and let them know about the issue that you are experiencing. Be prepared to provide them with the information such as phone type and model, as well as any other information that may relate to the issue that you are seeing, so they can offer further advice and  contact customer support on your behalf.