Help with Oticon
RemoteCare App

Oticon RemoteCare App lets you hold a virtual appointment with your hearing care professional, where they can remotely adjust your hearing aids.

On this page, you can get support with preparing for your appointment, see troubleshooting tips, and read frequently asked questions. You can also download the instructions for use: 

Instructions for use iPhone and iPad

Instructions for use Android

 

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  • System requirements

    Pairing your iPhone or iPad with your hearing aid(s)*

    Installing the app

    Setting up an account

    *Only applicable for iPhone and iPad

    Go to section

  • Checklist – Before you start

    Important things to remember during the appointment

    Starting your first appointment

    Connecting your Android with your hearing aid(s) in the app**

    **Only applicable for Android

    Go to section

  • Troubleshooting – Common issues

    Frequently Asked Questions (FAQs)

    Go to section

  • > System requirements – What do you need for Oticon RemoteCare App?

    • See what hearing aid(s) are compatible

     

    • See the system and software requirements for your iPhone, iPad or Android. Se compatible devices

     

    • A stable Internet connection: recommended minimum speed 1/1 Mbit/s (check with your provider)

     

    • An email account

     

    • Access to downloading apps

     

     

    Additional requirements for Android: 

     

    • Have Google Chrome enabled

     

    • Have Power Saving Mode set to ‘Off’

  • > Pairing your iPhone or iPad with your hearing aid(s)

    If your iPhone or iPad is not already paired with your hearing aid(s), follow these 5 steps:

     

    1: On your iPhone or iPad go to Settings > General > Accessibility > Hearing > MFi Hearing Devices

     

    2: Ensure Bluetooth® is switched on (Your iPhone or iPad will now search for hearing aid(s)).

     

    3: Open and then close the battery door on the hearing aid(s) so your iPhone or iPad can recognize them.

     

    4: Select your hearing aid(s) when they become available.

     

     

    b2c-app-screen-pairing-your-iphone-step-4

     

    5: Confirm the pop-up Bluetooth Pairing Request by clicking 'Pair'. If applicable do this for both L and R.

     

    b2c-app-screen-pairing-your-iphone-step-5-confirm

     

  • > Installing Oticon RemoteCare App for iPhone or iPad

    1: Enter App Store and search for Oticon RemoteCare.

     

    2: Press GET on Oticon RemoteCare App.

     

    b2c-app-screens-download-app

     

    3: Install the app.

     

    4: Open the app.

  • > Installing Oticon RemoteCare App for Android

    1: Open the Google Play Store and search for Oticon RemoteCare.

     

     2: Tap ‘Install’ on Oticon RemoteCare App.

     

     

    remotecare_install-app-01_oti-topbar_android

    3: Follow the onscreen instructions to install the app.

     

    4: Open the app.

  • > Setting up an account iPhone or iPad

    Your hearing care professional may have helped you to set up an account. However, if you need to set up an account, follow these 13 steps:

     

    1: Open the app.

     

     2: Allow access to the Camera and Microphone on your iPhone or iPad.

     

    b2c-app-screen-allow-camera 

     

    3: Select ‘CREATE ACCOUNT'.

     

    4: Enter your email address and click on ‘CONTINUE'.

     

    b2c-app-screen-create-account

     

    5: Go to your e-mail inbox.

     

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    6. In your e-mail inbox, Open the e-mail from Oticon. Click: 'Finalize your account'.

     

    b2c-app-screen-email

     

    7. Create a password.

    Create a password following the criteria prompted by the app. You will use the password when you connect to RemoteCare appointments.

     

    8. Confirm your password by entering it again in the second field.

     

    9. Create a ‘Display name’.

     

    10. Click on ‘CREATE’.

     

    11. Return to Oticon RemoteCare App.

     

    12. If applicable, click OK.

     

    13. Click on ‘Sign in’.


     

  • > Setting up an account Android

    Your hearing care professional may have helped you to set up an account. However, if you need to set up an account, follow these 13 steps:

     

    1: Open the app.

     

     2: Allow access to the Localization, Camera and Microphone on your Android.

     

    remotecare_allow-remotecare_oti-topbar_android 

     

    3: Select 'CREATE ACCOUNT'.

     

    remotecare_welcome-to-remotecare_oti-topbar_android

     

    4: Enter your email address and click on ‘CONTINUE'.

     

    remotecare_create-account_oti-topbar_android

     

    5: Go to your e-mail inbox.

     

    remotecare_verify-email-adress_oti-topbar_android

     

    6. In your e-mail inbox, Open the e-mail from Oticon. Click: 'Finalize your account'.

     

    remotecare_welcome-to-oticon-remotecare_oti-topbar_android

     

    7. Create a password

    Create a password following the criteria prompted by the app. You will use the password when you connect to Oticon RemoteCare appointments.

     

    8. Confirm your password by entering it again in the second field.

     

    9. Create a ‘Display name’.

     

    10. Click on ‘CREATE’.

     

    11. Return to Oticon RemoteCare App.

     

    12. If applicable, click OK.

     

    13. Click on ‘Sign in’.


     

  • > Checklist – Before you start

    You will need to:

     

    • Plug your iPhone or iPad into power or ensure that your iPhone or iPad is fully charged.

     

    • Ensure Bluetooth is enabled.

     

    • Ensure your hearing aid(s) batteries have full battery levels.

    Insert new batteries.

    If you use rechargeable hearing aid(s) ensure sure they are charged. Keep your charger near by.

    Note: Your hearing aid(s) must have new batteries or be fully recharged in order to secure completion of the potential finetuning.

     

    • Ensure the hearing aid (s) (if applicable, both L and R) are paired with iPhone or iPad (after the restart of the hearing aid(s) pairing/connecting is enabled the next 3 minutes)

     

    • Ensure a stable internet connection (recommended minimum speed 1/1 Mbit/s).

     

     

    Additional requirements for Android:

     

    • Ensure that you have given permission to localization, otherwise hearing aid(s) will not be visible

  • > Important things to remember during the appointment

    During the session, please avoid the following:


    • Moving your hearing aid(s) more than 5 metres from your iPhone, iPad or Android

     

    • Turning off your hearing aid(s) (opening the battery drawer)

     

    • Turning off Bluetooth® on your iPhone, iPad or Android

     

    • Enabling flight mode on your iPhone, iPad, Android or hearing aid(s) (long button press)

     

    • Turning off your iPhone, iPad or Android

     

    • Switching between Wi-Fi and your mobile data

     

    • Terminating Oticon RemoteCare App or switching to another app

     

    • Enabling battery saving mode

  • > Starting your first appointment iPhone or iPad

    Restart your iPhone or iPad before your appointment to achieve the best performance. Then follow these 8 steps:

     


    1: Open the RemoteCare App on your iPhone or iPad and follow the instructions in the app.

     

    2: If the app asks you to pair your hearing aids with your iPhone or iPad, follow the instructions in the app.

     

    3: Sign in to your appointment using your email address and password and then click on ‘SIGN IN’.

     

    4: Click on ’MY APPOINTMENT’.

     

    Data and Privacy*

    Read our privacy notice. Click 'Agree' to activate the services in Oticon RemoteCare App.

    * Only shown if applicable

     

    b2c-app-screen-data-privacy

     

    5: Check your batteries.

    If your hearing aid batteries are not new, insert new batteries.

    If you use rechargeable hearing aid(s), make sure they are charged and keep your charger near by.

    Note: Your hearing aid(s) must have new batteries or be fully recharged in order to secure completion of the potential finetuning.

     

    Proceed by clicking ‘I UNDERSTAND’.

     

    b2c-app-screen-check-batteries

     

    6: Wait while the app connects to your hearing aid(s).

     

    7: Click on ‘Start appointment’ to enter the virtual waiting room and begin your appointment with the hearing care professional.

     

    b2c-app-screen-wait-for-audiologist

     

    8: Please wait for the hearing care professional to enter the virtual waiting room and begin the appointment.

     

    When your hearing care professional joins the appointment, they will appear on your screen. During the appointment it is possible to turn your own camera on and off, turn your own audio on and off, and write text messages to your hearing care professional.

     

    When your hearing care professional establishes a remote connection to your hearing aid(s), the graphics will turn green.

     

    b2c-app-screens-connected-successfully

     

    When your hearing care professional uploads new settings to your hearing aid(s), the graphics will turn orange.

     

    b2c-app-screen-uploading

     

    When the new settings have been successfully saved to your hearing aid(s), the graphics will turn green again.

     

    b2c-app-screens-completed

     

    When you and your hearing care professional agree to end the appointment, your hearing care professional will restart the hearing aid(s) by turning them off and on again.

     

    Your hearing care professional will finish the appointment and the message ‘Appointment ended’ will appear on the screen. You can now begin using your hearing aid(s).

  • > Starting your first appointment Android

    Restart your Android before your appointment to achieve the best performance. Then follow these 10 steps:

     


    1: Open the RemoteCare App on Android and follow the instructions in the app.

     

    2: Sign in to your appointment using your email address and password and then click on ‘SIGN IN’.

     

    3: Click on ‘MY APPOINTMENT’.

     

    Data and Privacy*

    Read our privacy notice. Click 'Agree' to activate the services in Oticon RemoteCare App.

    * Only shown if applicable

     

    remotecare_data-and-privacy_oti-topbar_android

     

    4: If the app asks you to pair your hearing aid(s) with your Android, follow the instructions in the app.

     

    5: Check your batteries.

    If your hearing aid(s) batteries are not new, insert new batteries.

    If you use rechargeable hearing aid(s), make sure they are charged and keep your charger near by.

    Note: Your hearing aid(s) must have new batteries or be fully recharged in order to secure completion of the potential finetuning.

     

    Proceed by clicking ‘I UNDERSTAND’.

     

    remotecare_check-batteries_oti-topbar_android

     

    6: Prepare your hearing aid(s).

     

    remotecare_preparing-hearing-aids_oti-topbar_android

     

    7: Once your hearing aid(s) (If applicable, both L and R) are detected click ‘PAIR’.

     

    remotecare_available-hearing-aids_-oti-topbar_android

     

    8: Wait while the app connects to your hearing aid(s).

     

    9: Click on ‘Start appointment’ to enter the virtual waiting room and begin your appointment with the hearing care professional.

     

    10: Please wait for the hearing care professional to enter the virtual waiting room and begin the appointment.

     

    remotecare_waiting-for-your-audiologist_oti-topbar_android

    When your hearing care professional joins the appointment, they will appear on your screen.

    During the appointment it is possible to turn your own camera on and off, turn your own audio on and off, and write text messages to your hearing care professional.

    When your hearing care professional establishes a remote connection to your hearing aid(s), the graphics will turn green.

     

    remote_assistance_smartphone_remotecare_audiologist-user_screenshot_angj_version_android

     

    When your hearing care professional uploads new settings to your hearing aid(s), the graphics will turn orange.

     

    remote_assistance_smartphone_remotecare_applying_settings_android

     

    When the new settings have been successfully saved to your hearing aid(s), the graphics will turn green again.

     

    remote_assistance_smartphone_remotecare_settings_saved_android

     

    When you and your hearing care professional agree to end the appointment, your hearing care professional will restart the hearing aid(s) by turning them off and on again.

     

    Your hearing care professional will finish the appointment and the message ‘Appointment ended’ will appear on the screen. You can now begin using your hearing aid(s).

  • > Connection issues

    • Follow the guidance in the app

     

    • Try to re-establish the connection

     

    • Check your own Internet connection

     

    • If you cannot re-establish the connection, contact your hearing care professional and make a new appointment

     

    Additional requirements for Android:

    • Check that Google Chrome is enabled on your Android

  • > The hearing aid(s) are not detected by the app

    • Ensure Bluetooth is enabled.

     

    • Ensure new batteries are inserted. If you use rechargeable hearing aid(s) make sure they are charged. Note: Your hearing aid(s) must have new batteries or fully recharged in order to secure completion of the potential finetuning.

     

    • Ensure the hearing aid (s) (if applicable, both L and R) are paired with iPhone, iPad or Android (after the restart of the hearing aid(s) pairing/connecting is enabled the next 3 minute).

     

    Additional requirements for Android:

    • Ensure that you have given permission to localization, otherwise hearing aid(s) will not be visible.

  • > I can only see myself, there is no video stream from my hearing care professional

    • Let the hearing care professional know that you cannot see him/her. The hearing care professional will try to refresh the video connection..

     

    • Wait for a short while, usually the video-stream will be established.

     

    • Ensure that your iPhone, iPad or Android is not set to battery saving mode

  • > The appointment suddenly ended without mutual agreement with the hearing care professional

    Try to connect to the appointment again or call your hearing care professional.

  • > The hearing aid(s) do not work after a lost connection to my hearing care professional during an appointment

    Open Oticon RemoteCare App again, and go to 'Connect your hearing aids'. The app will check if your hearing aid(s) are functional. In some cases, Oticon RemoteCare App may go into 'recovery mode' and update your hearing aid(s) with the latest settings from your hearing care professional. Please follow the guidance in the app.


    If the settings in your hearing aid(s) cannot be recovered, please follow these 4 steps:


    1: Ensure Bluetooth is enabled.

     

    2: Ensure new batteries are inserted. If you use rechargeable hearing aid(s), make sure they are charged.

     

    3: Ensure the hearing aid(s) (both L and R) are paired with the phone

    Pairing your iPhone or iPad with your hearing aid(s)

     

    4: Restart Oticon RemoteCare App again, and go to 'Connect your hearing aids'. The app will check if your hearing aid(s) are functional. In some cases, Oticon RemoteCare App may go into 'recovery mode' and update your hearing aid(s) with the latest settings from your hearing care professional. Please follow the guidance in the app.

     

    If the settings in your hearing aid(s) cannot be recovered after the steps above, please contact your hearing care professional.

     

    Couldn’t find the answer you need?

    Go to Frequently Asked Questions (FAQ)

  • > What if I receive a phone call during my RemoteCare appointment?

    We recommend you decline any phone calls that occur during the RemoteCare appointment.

     

  • > What if my Internet connection suddenly stops working?

    After a short breakdown (under 30 sec), the app will automatically reconnect to the appointment.

     

    After a longer breakdown (over 30 sec) you will need to manually press 'Try to reconnect' in the app, or end the appointment.

  • > During my appointment, I left the app and then returned to it. Does this have any impact?

    While your app is not active the connection with your hearing care professional is maintained. Once you come back to the app you can continue your visit.

  • > I am having technical difficulties e.g. the video stream is unstable

    This is most likely due to an unstable Internet connection. Try to repeat the appointment with a better Internet connection.