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Heart rate does not appear or intermittently appears in fitness app
If your product is not monitoring or not accurately monitoring your heart rate in the Bose app or a connected fitness app, try the following:
Make sure your headphones are connected to your device.
If your headphones are not connected to your device, apps will not detect your heart rate. Play some music on your device: If you can hear it from your headphones, they are connected; if you cannot, go to the Bluetooth® settings on your device and connect your headphones.
Make sure the left earbud fits securely in your ear.
You may need to try a different size StayHear Pulse tip to get a secure fit. It is important for the optical sensor to make contact with the skin to read the heart rate.
Make sure the app has the heart rate monitor set up correctly.
In your fitness app’s Settings menu, look for a “Devices,” “Hardware” or “Heart Rate Monitor” menu. Select “Search for sensor” or “Auto-connect”.
In some fitness apps, you might need to start your workout to view your heart rate.
With certain fitness apps, you need toto tap Start workout (or something similar) before your heart rate appears in the app.
Some fitness app require a paid subscription to view heart rate.
Check the app's setting to see if heart rate is supported in the free version, if that's what you're using.
Clean the heart rate sensor on the left earbud.
If the sensor is dirty, it may prevent your heart rate from being detected. Wipe it off with a soft cloth.
Power the headphones off and then on.
Turning off the headphones and turning them back on again may resolve connection and performance issues.
Close and reopen the fitness app.
Restarting the application may resolve connection and performance issues. Closing the app fully may require swiping the app away from the "Recent apps" section.
Reboot the Bluetooth® device.
Electronics, such as cell phones, tablets or computers, might need to be reset on occasion to correct minor issues. This is typically done by turning the device off, then powering it on again.
Your product may need service.
If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
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