Android Bluetooth connectivity questionnaire

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Hi all,

Some customers with Android phones are having difficulties with setting up the watch/phone connection. If you're having issues with connecting your watch and Android phone, the questionnaire will give our development team critical information on the pairing difficulties you're having, and help us to create a better customer experience with setting up your watch. We hope you'll help us by filling it out:
Click here for questionnaire

Please note: In some specific cases we would like to get in contact with you directly, through phone or email, to get further details and help you solve the issue - at the end of the questionnaire you can leave your contact information for this purpose.

All the best, Mikko

12 replies

what about the results, i still can not sync my watch with my phone, did you solved problem.
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Hi harunerbril,

Sorry for my late reply!

Did you already update to the new Sports App we released? If you're still having trouble with the new app, please go through the questionnaire. In the end is a possibility to get in touch with our specialist at Customer Service who can help you further.

Cheers, Mikko
hi mikkok, sorry for not checking latest version, i updated my application, it seems ok now. thanks.
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Hi harunerbril,

I'm glad to hear that! 😃

Please, post back here if you have any further questions.

Cheers, Mikko
Hi! I cannot sync with my new phone. It seems the phone finds the watch but the pin keyboard never appears on the phone screen. 😞
Can you please help? Thanks!
Hi there ccamarinha,

Welcome to the Community!

In some cases the pairing request with the PIN entry does not show up in focus automatically, but in those cases you should be able to see it and select in the notification area of your phone.
If that's not the case, you can see some troubleshooting tips on how to get your watch and phone paired in this FAQ:

All the best,
/ Jonatan
I too am unable to see the pin entry request, and have checked the notifications. I have followed the instructions on the FAQ with both resets to the watch, and uninstalled and reinstalled the app, but still have no progress. I have a Samsung Galaxy S7 running Android 7.0, Sports app version 9.0.2 build 530, and watch version 1.7.53. Are there any more steps I can do to get the pin entry to show?
Hi there DonutCat,

If you have followed all of those steps then I would recommend contacting out support to see if they have more information or troubleshooting steps to investigate:

UK phone support:
02079 490 132
Monday - Friday: 9:00 a.m. to 5:30 p.m.
Userlevel 2
Hi Ekman,

lots of users have problems with pairing, connecting, doesn't show PIN on watch. It is FIRMWARE problem. The best solution is sending logs to TomTom DevTeam using Sports Application, not calling to support in their country. Watches are good, FW is "bad".

For some reasons some watches work without any problems (like my) for other doesn't work. Who knows why ?!

Cheers, Maciek.

Same here. I did factory reset, uninstalled and reinstalled the app.
Tried to pair it a million times but the screen to enter the pin, displayed by the watch isn’t appearing so no pairing is happening.
This, both on my Samsung A5 2017 and my ipad air2.

Any advice?


Same here. I did every steps, same error: the screen to enter the pin is displayed on watch but disappears before syncing with the app.
It happens after every Android update. I received an answer on september 2016, by e-mail, due to the same problem.
TomTom officialy said "wait" but I waited more than six months between Android 6.x to 7 and now four months (and counting) after updated 7 for 7.1.1 on july 2017.

Motorola Moto Z Play
Android 7.1.1
Runner v1
same problem, since the new android 8 I cant reconnect to my runner 2. doesnt promt the pin code during connection process!