Android Bluetooth connectivity questionnaire

Userlevel 7
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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

18 replies

Userlevel 1
what about the results, i still can not sync my watch with my phone, did you solved problem.
Userlevel 7
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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
Userlevel 1
hi mikkok, sorry for not checking latest version, i updated my application, it seems ok now. thanks.
Userlevel 7
Badge +6
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 4
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!
I followed all the steps indicated to resolve the connection problem with Android and has not yet been resolved
Finally worked, after following the steps of TomTom Support Team by e-mail:

Make sure the watch is up to the latest software version:

- Open the Sports Connect software on desktop PC

-Connect your watch with your computer

- Wait for the clock to be synchronized and then perform a factory reset:

1 - In the upper right corner select the gear icon.

2 - Select the Reset option.

3 - After the restore is complete, you must register the watch again by associating it with an existing account or by creating a new TomTom Sports account.

After these steps, the reset process is completed and the equipment should return to normal operation and you are now ready for pairing. Perform the following steps before attempting the pairing again.


Activate location services on your phone; (Android6)

Connect your device with Sports Connect from your computer and make the updates available;

Uninstall the application from your phone;

On your mobile phone go to the bluetooth settings and select "Forget / Unpair" the clock - Essential step;

Reboot your phone;

Reinstall the application;

Check your internet connection, it should be stable;

Remove the watch from the computer and pair with the phone again;

Start the application and follow the connection instructions;

Important: The PIN code may appear in the notification bar and not be offered on the screen, you must manually select it.

I hope it help!
PS: Sorry for any translation error. My native language is portuguese brazilian.
Thank You, Rodrigo82! I'm brazilian too. I'd this steps yesterday. I'll do it again. Thanks
I tried everything here and more, but there was no way I could get my Runner 3 to pair with my Note 4 with the 1.7.62 firmware. Then they updated my watch to 1.7.64 ( ask here ) and they paired up and started syncing straight away!
phone Xiaomi Redmi Note 4X, put on the clock firmware 1.6.74, but still can not synchronize . Installed on the phone applications of different versions, does not help.What to do?
I am pretty sure this depends on the individual watch - some work and some don't. My runner 2 wouldn't pair through the app after the December update - the pin would show on the watch but the app would never display the matching screen to input the pin, I have a Galaxy S7. My hubby has the same watch and it pairs up fine for him on a similar phone. I bought a Runner 3 last week (passing the 2 down to my son!) which paired up straight away. This was great but unfortunately there was another issue with the watch (wouldn't update GPS fix) so TomTom recommended I send it back to Amazon for a replacement. Replacement arrived yesterday and yes, of course, this watch won't pair up. Arggghhh!

I did read on some other forum that they have a Beta version of a new software upgrade (ends on 64 instead of the current 62) which they are rolling out slowly and you can request it. It's supposed to fix this bug so I'm going to ring tomorrow. Also, in replies to comments on the app on google play, TomTom give you a number to call and promise that they have a fix so going to try this tomorrow too!

Will post updates 🙂



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