Troubleshooting

Short, practical fixes for the most common issues. Try these in order.

Quick checks (fix most problems fast)

Charge Pocket for 15+ minutes, then try again.
Restart Pocket: hold the side button for 5 seconds to turn off, wait 10 seconds, turn it on (hold 5 seconds).
Restart your phone and force-quit/reopen the Pocket app.
Update the app from the App Store / Play Store.
Turn Bluetooth OFF → ON and Wi-Fi OFF → ON on your phone.

Check spam/junk for the code.
Tap "Resend code" after 30 seconds.
If you purchased Pocket, sign in with the same email used at checkout (subscriptions are tied to your purchase email, not the device).
Still stuck? Try a secondary sign-in method (Apple/Google) with the same purchase email.

If your Pocket turns solid blue right after you tap it in the app, but the pairing screen doesn't move forward, do this:

On all phones where you're logged into Pocket, force‑close the app (remove from background).
Hardware Reset (device): Triple-click the side button (LED blinks red), immediately press and hold the side button until the red blinking stops, then release when the LED returns to breathing blue.
Reopen the app and pair again. Stay on the pairing screen for a moment, don't switch apps until it advances.
If it stalls again, toggle Bluetooth off/on (phone), or reboot the phone, then repeat steps 1–3.

Why it happens: in rare cases the app connects (device goes solid blue) but the UI doesn't progress. A quick hardware reset + app restart clears it.

Make sure Pocket is blinking blue (ready to pair). If not, turn Pocket off/on.
Turn Bluetooth ON and grant the app Bluetooth permission.
Forget any old "Pocket" entries in your phone's Bluetooth list, then re-pair from inside the Pocket app.
Move away from other Bluetooth devices; keep phone within 1–2 ft.
Toggle Airplane Mode ON → OFF.

Ensure Wi-Fi is ON and stable; avoid captive portals (hotel/guest Wi-Fi).
Disable VPN, Private Relay, Low Data Mode, or battery saver (can block local sync).
On iOS, allow Local Network permission for the Pocket app (Settings → Pocket → enable Local Network & Bluetooth).
Update Pocket's Wi-Fi firmware: open the app → Profile / Settings → Check for Wi-Fi firmware → install any available update, then retry Quick Sync.

Important fix:

If Wi-Fi Sync hangs in between: Follow this 2-minute guide → Fix Pocket Wi-Fi Sync Hang
If Wi-Fi firmware update hangs in between: Follow this 2-minute guide → Fix Pocket Wi-Fi firmware update Hang

Press the side button once; you should hear a beep and the LED turns amber (recording).
If no response: restart Pocket (power off/on), then try again.
Ensure the app isn't actively updating firmware.

Confirm internet connectivity.
Open the app to trigger upload/processing.
Large or long recordings can take longer; leave the app open on foreground.
If you used a different email, transcripts tied to your purchase email may not appear, sign in with your purchase email.
If still delayed, check the community for known issues.

Sign in with the email used to buy Pocket (subscriptions follow your purchase email).
If you used Apple/Google SSO with a different email, sign out and sign in with the purchase email.
If you changed emails after purchase, contact support with proof of purchase.

Call/phone-audio capture may be restricted in your region. Always obtain consent and check local laws before recording calls.

Post in community with: phone model & OS, app version, Pocket LED state, what you tried, and a short screen recording if possible.
Or email hey@heypocket.com with the same details and your order number.