1. Retired47's Avatar
    Trying to 'pair' Widex Moment app on my android phone to my hearing aids. Tried everything, nothing works. Went to ytube, but what they show, does not work. Even audiologists can't get them to be paired. This app is/was made to work with my aids. Maybe some 'box' on the phone that needs to be checked/unchecked for it to work?
    Any suggestions?
    01-27-2022 09:20 AM
  2. methodman89's Avatar
    Are they fully charged? Are you able to enter pairing mode? Is the Widex discoverer on your phone?
    01-27-2022 09:46 AM
  3. Retired47's Avatar
    Yes to those first 2. But what is discover?
    It just keeps searching, then after a minute or so, it says could not find.
    01-27-2022 10:18 AM
  4. mustang7757's Avatar
    Have checked settings>accessibility> hearing inhancememt?
    01-27-2022 10:34 AM
  5. B. Diddy's Avatar
    You're following these steps here? https://www.widex.com/en-us/support/...guide-android/
    01-27-2022 10:42 AM
  6. Retired47's Avatar
    Thanks,. I'll try there next
    01-27-2022 12:35 PM
  7. methodman89's Avatar
    If your phone isn't seeing them (discovering) with blue tooth on, then your probably not in pairing mode.
    01-27-2022 03:19 PM
  8. Retired47's Avatar
    I am in pairing mode, it says I am. Also the link Diddy gave me is useless. They still don't work, when asked if I'd like to contact them, they just tell me to go see my audiologist. My audiologist can't get them to pair and she says it's not her job to pair them to the app anyways.
    I am using a hearing aid app called 'Tonelink', and it works fine. But the audiologist says the app made for my android phone is the 'Moment' app. Which she says is a much better app.
    How does a person unpair a hearing app?
    01-27-2022 03:43 PM
  9. Retired47's Avatar
    I want to unpair the Tonelink app from my phone, maybe that will help in the pairing of the Moment app. I already did uninstall it the Tonelink app, shut down phone, then tried to pair the hearing aids to the Moment app. No luck. So I reinstalled the Tonelink app and it worked again without pairing. So, I don't think it ever got unpaired.
    Still need to know how to unpair the Tonelink app.
    01-27-2022 04:34 PM
  10. mustang7757's Avatar
    I want to unpair the Tonelink app from my phone, maybe that will help in the pairing of the Moment app. I already did uninstall it the Tonelink app, shut down phone, then tried to pair the hearing aids to the Moment app. No luck. So I reinstalled the Tonelink app and it worked again without pairing. So, I don't think it ever got unpaired.
    Still need to know how to unpair the Tonelink app.
    Should be able to in accessibility settings or Bluetooth settings How to pair 'app' to hearing aids?-screenshot_20220127-211850_accessibility.jpg
    01-27-2022 08:19 PM
  11. B. Diddy's Avatar
    I don't think the Tonelink app is "paired" in that sense -- when you uninstall it, it shouldn't be affecting anything else on the phone.

    Go to Settings>Bluetooth -- is the hearing aid listed there as one of the remembered devices? If so, tap the gear icon associated with it and choose the option to forget the device. Then try going through that pairing process again that was in the support link.

    Also, which method from that link did you try -- the method using the Moment app, or the method just using the phone's Bluetooth menu?

    When you tried to contact their support, did you use the Chat option here? https://www.widex.com/en-us/support/ (When I click the Go To Chat link, it just goes to the top of that screen, so I'm not sure if there is no chat, or if it's just not available since it's outside their hours of operation -- try doing it between 9 AM and 5 PM Eastern Time.)
    01-27-2022 08:23 PM
  12. Laura Knotek's Avatar
    What phone do you have? What version of Android is it running?
    mustang7757 likes this.
    01-27-2022 08:25 PM
  13. Retired47's Avatar
    First, nothing in accessibility about hearing aids or in Bluetooth. Secondly, tried both methods, all I get is 'searching'.
    Chat option, did the same thing for me, and it would have been during working hours.
    I have a TCL phone, version 10.
    01-27-2022 09:40 PM
  14. B. Diddy's Avatar
    Does your hearing aid have a replaceable battery, or is it rechargeable? Have you already tried powering off and then powering on the hearing aid, as described here? https://www.widex.com/en-us/support/...-hearing-aids/
    Laura Knotek likes this.
    01-27-2022 09:56 PM
  15. Retired47's Avatar
    If I remember correctly, I did have to 'pair' my hearing aids to the Tonelink app to get the app to work with my hearing aids.
    01-27-2022 10:01 PM
  16. Retired47's Avatar
    Rechargable battery & yes I've powered off/on.
    01-27-2022 10:25 PM
  17. Retired47's Avatar
    Correction, not rechargable. I must replace when going out of juice.
    01-27-2022 10:27 PM
  18. Laura Knotek's Avatar
    First, nothing in accessibility about hearing aids or in Bluetooth. Secondly, tried both methods, all I get is 'searching'.
    Chat option, did the same thing for me, and it would have been during working hours.
    I have a TCL phone, version 10.
    That phone isn't listed as being compatible with the Moment app. https://www.widex.com/en-us/support/compatibility/
    mustang7757 likes this.
    01-27-2022 11:36 PM
  19. B. Diddy's Avatar
    I finally found the support number: https://www.widex.com/en-us/support/...%20Time%20Zone. It's (844) 497-8844. Try calling them, if you haven't already.
    Laura Knotek likes this.
    01-28-2022 12:47 AM
  20. Retired47's Avatar
    I know, the 'TONELINK' app works just fine and it's not listed either.
    01-28-2022 07:57 AM
  21. Retired47's Avatar
    I tried contacting them via email. Found some info about the Widex site on the play store. Did not call (yet), probably wouldn't be able to understand the conversation over the phone.
    Thanks
    01-28-2022 10:49 AM
  22. Retired47's Avatar
    How to pair 'app' to hearing aids?-widex.jpg

    I have the TCL T766S model
    01-28-2022 10:57 AM
  23. Retired47's Avatar
    Called Widex, answered immediately, great conversation with rep. I have ITE (In The Ear) hearing aids. He said because they were not a Bluetooth model, they would not work with the Moment app, only the Tonelink app would. Hearing aids on the outside of the ear would have worked. My phone was never the problem.
    Thanks for all the help.
    B. Diddy and Laura Knotek like this.
    02-01-2022 11:03 AM
  24. B. Diddy's Avatar
    Called Widex, answered immediately, great conversation with rep. I have ITE (In The Ear) hearing aids. He said because they were not a Bluetooth model, they would not work with the Moment app, only the Tonelink app would. Hearing aids on the outside of the ear would have worked. My phone was never the problem.
    Thanks for all the help.
    I'm glad you were able to reach their support! So that's odd -- I would've thought any hearing aid that could connect to a phone would be Bluetooth. How does it connect to Tonelink then -- using wi-fi?
    Laura Knotek likes this.
    02-01-2022 11:35 AM

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