Troubleshooting Nuance Audio Glasses

Troubleshooting Nuance Audio Glasses
App App Functionality Issues Registration & account management App Connectivity & Download Issues
Battery & Charging Glasses charging issues Remote control charging issues
Firmware Firmware & System Update Issues
General Troubleshooting Steps Generic actions on your phone Generic unexpected behavior of the glasses Generic power issues Phone Calls
Pairing & Connectivity Connectivity issues Interference issues Pairing errors
Sound General amplification issues Sound issues
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Registration & account management

How do I move my Nuance Audio™ account to a new phone?

If the phone paired with your Nuance Audio™ Plus is no longer available, you can easily move your account to a new device.

Step 1: Remove the Glasses from the old phone

If the old phone is still available:
•  Open the Nuance Audio™ App on your mobile device
•  Tap the Menu icon in the bottom-right corner of the Home page
•  Select ""My Glasses""
•  At the bottom of the page, tap ""Forget These Glasses""

Step 2: Install the Nuance Audio™ App on your new phone

Download and install the App on your new device.

For detailed instructions, see: "How can I download the Nuance Audio™ App?"

Step 3: Sign in to your account

Log in using the same account credentials you used on your previous phone.

Step 4: Reconnect your Glasses

• Follow the ""Connect to My Glasses"" prompt on the Home page, or
• Go to Menu > Add Device and follow the on-screen instructions.

If you need additional assistance, please contact our Support Team.

How can I update my login phone number?
The phone number used to authenticate to the Nuance Audio™ application cannot be modified. If you need to change it, you will need to create a new account. Before proceeding, please follow these steps to open the mobile app with your old account:

STEP 1: Access the “My Glasses” Section
Open the App
• Tap on the icon located at the bottom right of the home page (see visual for reference).
• Enter the "My Glasses" section

STEP 2: Execute “Forget These Glasses”
Scroll down and select the option to “Forget these glasses”. This action will free your glasses for pairing with a new account. "How can I pair my Nuance Audio™ Glasses to the App?"

By following these steps, you can successfully create a new account and link your Glasses to it.
If you need further assistence, feel free to reach out.
How can I update my Nuance Audio account email address?
The email address used during registration cannot be changed. If you need to update it, you must create a new account. Before doing so, follow these steps to access the App with your old account and unpair your glasses:

Step 1: Access the "My Glasses" section.

Step 2: Open the App and tap the icon in the bottom-right corner of the home page (see visual for reference). Select "Settings" and enter the "My Glasses" section.

To forget your glasses:
Scroll down and choose "Forget these glasses" to unpair them. This will allow you to pair the glasses with a new account. Please be aware that after the "Forget these glasses" operation is completed, it is necessary to wait for 1 minute before turning the glasses on again. (HOW TO PAIR MY NUANCE GLASSES TO MY MOBILE)

After completing these steps, you can create a new account and pair your glasses. For further assistance, feel free to reach out.
I received an error message while trying to create or modify my account details. What should I do?

If you encounter an error message while trying to create or modify your account details, follow these steps to resolve the issue:

STEP 1: Check Your Internet Connection
Ensure that you have a working Wi-Fi or mobile data connection. A live internet connection is required to make changes to your user profile. You can verify your connection by following these instructions: How do I check if I have a working data connection?

STEP 2: Verify Required Data Entry
Double-check that you are entering all mandatory fields in the correct format. An error message will appear if the data you entered does not meet the required specifications.

STEP 3: Check Email Address Usage or Phone Number Usage
Based on the sign-up method you decided to use, email or phone number, you must provide an unique information, no other accounts may use the very same email of phone number. Ensure that you are using unique email address or phone number for registration.

By following these steps, you should be able to address any issues encountered during the account creation or modification process.

If you need further assistance, feel free to reach out.

Cannot complete my registration, no OTP code received. What should I do?

A OTP (one-time password) is a unique code that ensures security by allowing one-time use for logging in and is sent in the welcome email. The one-time password numeric code is used to certify your identity and the validity of the email address provided during the registration process and to retrieve your password.

If you do not receive your OTP code during registration, please follow these steps to resolve the issue:

STEP 1: Verify that the email address or phone number displayed on the OTP entry screen is correct.
STEP 2: Tap on 'Resend OTP Code'. If you registered via email, the code will be sent to your inbox; if you registered via phone, you will receive it via SMS.
STEP 3: Enter the OTP code you received.

Following these steps will allow you to complete your registration. Should you encounter any further issues, please contact us.