If your product is having trouble connecting to the app or remote, follow these steps to resolve the issue:

Note: The toy can only be paired to one remote or app-enabled device at a time.

To connect the remote with the device, before pairing:

1. Make sure that We-vibe app is not connected to the device by removing the massager from your phone's bluetooth list and app.
2. If the LED on the remote does not turn on or flashes weakly after pressing any button, then replace the battery on the remote.

To clear the history of the device:

3. Press and hold the control button on the device for 15 seconds, the LED will flash slowly then rapidly until it becomes solid, the history has been cleared.

To pair:

4. Press and hold the control button on the device until it vibrates twice and the LED starts flashing. The device is now in pairing mode.
5. For the black remote press and hold the We-vibe button and for the white remote the left or right button for five seconds the LED will turn on, flash rapidly and then turn off.
6. Allow 3 seconds for the remote to connect to the device it will then vibrate 3 times and the LED will stop flashing indicating the pairing has been successful.

To connect to the app:

1. Ensure that you are using the latest version of the We-Vibe application by updating the app or by deleting and reinstalling the app.
2. If there is a We-Vibe remote, try to move it away from the toy or simply remove the battery as it may be connected to it by default.
3. Remove any hardcover phone case which may weaken the signal strength to the phone’s receiver.
4. In the settings on your phone, remove the device from the previously connected Bluetooth list.
5. Reset the toy by pressing and holding the control button for 10-15 seconds.
6. Ensure that Bluetooth is enabled on your mobile device. Try turning Bluetooth off and on.
7. Ensure that your toy is within a range of fewer than 10 feet and is not obstructed by any object that may cause interference (such as We-Vibe remotes).
8. Open the We-Vibe App.
9. Go to TOYS. Select your toy from the list and simply follow the in-app instructions (For the 2nd generation of sync so please select SYNC 2 from the list, not SYNC).

Following these steps should help resolve your connectivity issues. If you continue to experience issues and for further assistance feel free to reach out and share a short video following the steps above mention.