‘Phone is not supported’ message on the Care App


Due to the high resolution data that EmbracePlus is recording, the Care App requires a companion device equipped with Bluetooth 5.0 in order to correctly handle the amount of data to be synced. 


Right after the login, the Care App will perform a check to verify if  the companion device has the right specs to handle the connection with EmbracePlus. If the companion device is not compatible, a pop-up message will appear ‘Phone is not supported. EmbracePlus requires Bluetooth® 5.0 to connect, which is not supported by this device. Please contact the administrator’.


To verify the companion device’s compatibility, please visit this page: EmbracePlus Smartphone Compatibility


If the companion device is listed as compatible, but the Care App continues to notify you that the companion device is not supported, make sure that the following requirements are met: 

  • The Bluetooth is turned ON.
  • BYOD The Care App has access to Bluetooth. 

Steps to allow Bluetooth access to the Care App might be different for each companion device. This is the general path: 

android Settings > App Settings > Care > Permissions > Bluetooth

ios Settings > Care > Bluetooth


  • Close and reopen the Care App or reboot the companion device and retry the pairing process.

If the Care App continues to say that the companion device is not compatible, fill the form at this link to provide all the information needed to the Empatica Support Team. The team will then reach out directly to assist you further.