Where the Care App and Care Portal are mentioned, the articles in the Support Center refer to both the professional Plan (Care Lab App and Care Lab Portal) and the enterprise Plan (Care App and Care Portal), unless indicated otherwise.
Issues with pairing may happen when the Care App is unable to find the EmbracePlus during the first pairing attempt, or the pairing process could not be completed.
To ensure a successful pairing, try the following steps:
- Make sure the companion device is compatible and is running the minimal software required (Android version 11, 12, or 13 as released by Google or iOS version from 10 to 16 with Bluetooth 5.0).
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Check that EmbracePlus is charged and turned ON.
- To ensure this, put EmbracePlus on the cable charger during the pairing process.
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Check that Bluetooth is enabled and EmbracePlus is within Bluetooth range (10 meters/30 feet) without obstacles such as walls, heavy furniture, etc.
- Disable it and enable it again after 5 seconds.
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androidBYOD Check that Location services are enabled. (The location services are mandatory by the Operating System to enable Bluetooth scanning. The Care App will not access, share, or store any location information for any of its features.)
- Disable it and enable it again after 5 seconds.
- Android Check our smartphone configuration tips to disable battery optimization and allow the Care App to run in the background.
- Check that your companion device is connected to the internet.
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Make sure to pair EmbracePlus from the Care App and not from the Bluetooth settings of the companion device.
- Force close the Care App, open it again, and retry the pairing process from the Care App.
If the issue persists, fill the form by clicking on Submit a request at the bottom of this page or by going to this link. Please provide all the information needed to the Empatica Support Team and we will then reach out directly to assist you further.
