If you are experiencing pairing issues, it might be because the EpiMonitor App cannot find EmbracePlus during the initial attempt. Another possibility is that the pairing process fails to complete.
To ensure a successful pairing, please first make sure that the following requirements are met:
- The smartphone you want to pair with is compatible and is running the minimal software required.
Click HERE to verify if your phone is compatible with EpiMonitor. - EmbracePlus is charged and turned ON. To ensure this, place the EmbracePlus in the charger during the pairing process.
- Check that Bluetooth is enabled in your phone settings and EmbracePlus is within Bluetooth range (5 meters/15 feet) without obstacles such as walls, heavy furniture, thick fabrics, etc.
- Android Only Location services are enabled. The location services are mandatory by the Operating System to enable Bluetooth scanning. Empatica does not track your location information.
- Mandatory Check our smartphone configuration tips to disable battery optimization and allow the EpiMonitor App to run in the background.
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EmbracePlus is not currently paired with any other smartphones. EmbracePlus should only be paired to one phone, and the EpiMonitor App should only be downloaded on that one phone, which is the user's smartphone.
Caregivers should not download the app or pair the watch to their phones. You can add caregiver phone numbers to the Caregiver’s List inside the EpiMonitor App so they can receive alert calls and SMS.
- Forget (unpair) EmbracePlus from the Bluetooth settings if it has been previously paired to another phone (check here for iOS devices and Android devices).
- Delete the EpiMonitor App from the other phones.
- The smartphone is connected to the internet.
- Make sure to pair EmbracePlus from the EpiMonitor App by following the in-app instructions, and not from the Bluetooth settings of the smartphone.
Need further help?
If you are still unable to pair your EmbracePlus after following the steps above, please write to the Support Team at support@empatica.com and provide us with the following information:
- What happened (any error messages or unexpected behavior)
- The date and time of the pairing attempt
This helps us investigate and assist you faster.