My headphones (earbuds) won't connect to the Sound Connect app or the app doesn't detect my headphones

IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

Notes: Sony | Sound Connect application is for Android smartphones or iPhones only. It is not compatible with computers.

How to Connect Using the Sony | Sound Connect App

1. Download the latest version of the Sony | Sound Connect app on your Android or iOS device. Check out Sony | Sound Connect app compatibility here.
2. Open the app, grant Bluetooth permissions, and follow the pairing instructions for your headphones or earbuds.
3. Under My Device, tap Connect to link your headphones, or select Switch Devices if you want to connect to a different one.

If the App Doesn’t Detect Your Headphones

1. Ensure your headset is powered on and in pairing mode.
2. Clear the cache and data of the Sound Connect app.
   For Android: Settings > Apps > Sound Connect > Storage > Clear Cache/Clear Data
3. Uninstall the app from the Play Store or App Store, then reinstall it and try connecting again.

1. Basic Checks

• Ensure Bluetooth is enabled on your phone/tablet.
• Check compatibility – Check out the compatible models for the Sound Connect app here.
• Fully charge the earbuds and charging case.
• Restart your phone/tablet – Sometimes, a simple reboot fixes connectivity issues.

2. Reconnect the Headphones

1. Forget the device in your phone’s Bluetooth settings. How to delete the Bluetooth device information of your playback device.
2. Reset and initialize the headphones.
3. Re-pair the headphones: Refer to How to pair Bluetooth headphones with a Bluetooth source device.

3. Update Your App and Firmware

• Update the Sony | Sound Connect app to the latest version, then reconnect your headphones.
• If new firmware is available for your headphones, you’ll be notified when you open the app, or a banner will appear at the bottom of the screen.
  
  Notice informing of software update
  
  Banner informing of software update

4. Reset Network Settings (Phone)

• For Android: Settings > System > Reset > Reset Wi-Fi, Mobile & Bluetooth.
• For iPhone: Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

5. Try Another Device

• Test the headphones with a different phone/tablet to rule out device-specific issues.