Help with the Oticon
RemoteCare App

The 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 here

 

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  • System requirements

    Pairing your iPhone with your hearing aids

    Installing the app

    Setting up an account

    Go to section

  • Checklist – Before you start

    Important things to remember during the appointment

    Starting your first appointment

    Go to section

  • Troubleshooting – Common issues

    Frequently Asked Questions (FAQs)

    Go to section

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

    • Oticon Opn™ or Oticon Siya hearing aids – Paired to your iPhone

     

    • An iPhone X, iPhone 8, iPhone 8 Plus, iPhone 7, iPhone 7 Plus, iPhone SE, iPhone 6s, iPhone 6s, iPhone 6 Plus, iPhone 6, or iPhone 5s 

     

    • Updated iPhone software iOS 11.0 or later. (To find out what iOS version you have go to: Settings > General > About > Version)

     

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

     

    • An email account

     

    • An Apple ID account

  • > Pairing your iPhone with your hearing aids

    Video: How to pair your iPhone with your hearing aids

    video-sign-up-process

     

    If your iPhone is not already paired with your hearing aids, follow these 5 steps:

     

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

     

    2: Ensure Bluetooth® is switched on (Your iPhone will now search for hearing aids).

     

    3: Open and then close the battery door on the hearing aids so your iPhone can recognize them.

     

    4: Select your hearing aids when they become available.

     

     

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

     

    5: Confirm the pop-up Bluetooth Pairing Request by clicking 'Pair'. Do this two times: once for each hearing aid.

     

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

     

    Need more help?

    Download instructions for use here

  • > Installing the RemoteCare App

    1: Enter App Store and search for Oticon RemoteCare.

     

    2: Press GET on the Oticon RemoteCare App.

     

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    3: Install the app.

     

    4: Open the app.

  • > Setting up an account

    Video: How to set up an account

     

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    Your hearing care professional may have helped you to set up an account. However, if you need to set up an account, follow these 9 steps:

     

    1: Open the app.

     

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

     

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    3: Select 'SIGN UP'.

     

    4: Enter your email address and click on 'SEND VERIFICATION CODE'.

     

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    5: Go to your email account to open the email with the verification code.

     

    6: Enter the verification code that you received by email and click on 'VERIFY CODE'.

     

    b2c-app-screen-sign-up-confirmation

     

    7: Create a password to use when you connect to RemoteCare appointments.

     

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

     

    9: Enter your name in the 'display name' field.

     

    10: Click on 'CREATE'.

  • > Checklist – Before you start

    You will need to:

     

    • Ensure your phone is fully charged

     

    • Ensure your hearing aids have new batteries or are fully charged

     

    • Ensure a stable Wi-Fi connection (1/1 Mbit/s minimum speed)

  • > Important things to remember during the appointment

    During the session, please avoid the following:


    • Moving your hearing aids more than 5 metres from your iPhone

     

    • Turning off your hearing aids (opening the battery drawer)

     

    • Turning off Bluetooth® on your iPhone

     

    • Enabling flight mode on your iPhone or hearing aids (long button press)

     

    • Turning off your iPhone

     

    • Switching between Wi-Fi and your mobile data

     

    • Terminating the Oticon RemoteCare App or switching to another app

  • > Starting your first appointment

    Restart your iPhone before your appointment to achieve the best performance. Then follow these 9 steps:

     


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

     

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

     

    3: Log in to your appointment using your email address and password and then click on 'LOG IN'.

     

    Video: How to log in

    video-login 

     

     

    4: Click on ’MY APPOINTMENT’.

     

    Video: How to start your appointment

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    5: Check your batteries. If your hearing aid batteries are not new, insert new batteries. If you use rechargeable hearing aids, make sure they are charged. Proceed by clicking ‘I UNDERSTAND’.

     

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    6: Wait while the app connects to your hearing aids.

     

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

     

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    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 aids, the graphics will turn green.

     

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    When your hearing care professional uploads new settings to your hearing aids, the graphics will turn orange.

     

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    When the new settings have been successfully saved to your hearing aids, the graphics will turn green again.

     

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    When you and your hearing care professional agree to end the appointment, your hearing care professional will restart the hearing aids by turning them off and on again, and you will hear a jingle.

     

    Your hearing care professional will finish the appointment and the message ‘Appointment ended’ will appear on the screen. You can then begin using your hearing aids.

  • > 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

  • > The hearing aids are not detected by the app

    • Ensure Bluetooth is enabled

     

    • Ensure new batteries are inserted

     

    • Ensure the hearing aids (both L and R) are paired with the phone 

     

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

    1: Let your hearing care professional know that you cannot see them. The hearing care professional will try to refresh the video connection.

     

    2: Wait for at short while – the video stream may take a few moments to establish.

     

    3: Press the power button of the phone briefly (do not turn off phone completely) to go on 'standby' for 15 sec. Turn the phone on again and open the app. Repeat if necessary.

     

    4: If putting the phone on standby and reawakening it does not work, terminate the app, re-open the app, and then re-enter the appointment.

  • > 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 aids do not work after a lost connection to my hearing care professional during an appointment

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


    If the settings in your hearing aids cannot be recovered, please follow these 4 steps:


    1: Ensure Bluetooth is enabled.

     

    2: Ensure new batteries are inserted.

     

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

    Pairing your iPhone with your hearing aids.

     

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

     

    If the settings in your hearing aids 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.

     

    If it is necessary to answer the call, answer it as you normally would. When you finish the call, the RemoteCare appointment will continue.

  • > 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 hearing care professional cannot see you and will presume you have a connection issue. If you left the app for more than 30 sec, the app will ask if you want to 'Try to reconnect' or 'End the appointment'.

  • > 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.

     

    Need more help?

    Download instructions for use