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I cannot connect my toothbrush to the Sonicare app

Updated on 2022-05-25
If your toothbrush does not connect with the Philips Sonicare app, follow the steps below:
  1. Make sure that your toothbrush is fully charged.
  2. Check that your phone's operating system and the app are updated.
  3. Activate Bluetooth on your mobile device.
  4. Hold your toothbrush and mobile device close together.
  5. Remove your toothbrush from the charger or push the mode button to activate the LED symbols on the handle.
  6. Open the Sonicare app.
If your toothbrush does not connect when you open the app, unpair/forget your toothbrush in your phone's Bluetooth settings. Restart the Sonicare app to re-pair your device. Clearing the Bluetooth cache on your mobile device may also resolve connectivity issues.

Note: users of the Sonicare 9900 Prestige toothbrush may also be able to resolve connection issues by resetting the handle.
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If these solutions do not help you, please contact us.
 

Not using the compatible toothbrush


 

Toothbrush is not on

Turn on your toothbrush by either removing it from the charger or pressing the mode button. The lights on the handle will illuminate to tell you that your toothbrush is turned on.

Toothbrush is not charged

If this is a new toothbrush and it is your first time trying to connect to the app, ensure that the toothbrush handle is fully charged. 

Bluetooth is not on or pairing

Check to see if the Bluetooth on your smartphone is turned on before opening the Sonicare App. If not, go to the settings on your smartphone to turn on Bluetooth.

If it still does not connect, try to reset your Bluetooth network on your smartphone. Use below steps to clear the cache of your Android or iPhone device:

Clear Bluetooth cache on Android
1. Go to Settings
2. Select "Application Manager"
3. Press "More" or the 3 dots in the upper right corner
4. Select "Show system apps"
5. Select "Bluetooth" or "Bluetooth share"
6. Select Storage
7. Tap "Clear Cache"
8. Restart your phone
9. Try to connect again following the steps on the Sonicare App

Clear Bluetooth cache on iOS
1. Go to "Settings"
2. Select "Bluetooth"
3. Make sure that Bluetooth is on
4. Under "my devices" tap the "info" icon next to the toothbrush
5. Select "Forget this device"
6. Try to connect again following the steps on the Sonicare App

Other devices are interfering

Keep your Philips Sonicare Toothbrush away from other Bluetooth devices as this may interfere with the Bluetooth pairing.

If these solutions did not solve the issue, please contact us for further assistance.

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