Troubleshooting connection issues between Polar Loop and the Flow app
Applies to: Polar Loop
If you are experiencing connection issues between your Polar Loop and the Flow app, start by checking the following:
Bluetooth is enabled on your mobile device.
Polar Loop is powered on (the LEDs are lit). If not, plug it in to charge and it will turn on.
Check Devices in the Flow app to see if Polar Loop appears there:
- iOS: Go to the More menu and select Devices.
- Android: Tap the Menu icon in the top left and select Devices.
- If Polar Loop appears, try syncing it manually by selecting Sync in the device settings.
If the connection still doesn’t work, try these steps one at a time:
Plug your Polar Loop in to charge.
Switch Bluetooth off and on again on your phone.
Restart your phone and Polar Loop.
To restart Polar Loop: When the device is not plugged in to charge, press the restart/reset button using a small pointed tool.
Unpair and reset Polar Loop, then set it up again using the Flow app:
Reset Polar Loop to factory settings: When the device is plugged in to charge, press the restart/reset button using a small pointed tool.
When you perform a factory reset, the device is unpaired from your phone but may still appear in your phone’s paired Bluetooth devices list and in your Polar Flow account. Before setting up it again, remove it from both by following these steps:
a) Go to flow.polar.com and sign in.
b) Click your name in the upper right corner and choose Products.
c) Find the product from the list and click the delete icon (X). Confirm by clicking Remove.
d) Check the list of paired Bluetooth devices on your phone, and remove Polar Loop from the list if it's there:
iOS: Settings > Bluetooth > tap “i” next to Polar Loop > Forget This Device
Android: Settings > Bluetooth > tap the cogwheel image next to your Polar Loop, and FORGET.
Set up Polar Loop again using the Flow app.
Polar Loop can only be paired with one phone at a time. To pair it with a different phone, you must perform a factory reset to remove the existing pairing before connecting it to the new phone. For detailed instructions, see Pairing a phone in the user manual.
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