First, make sure the hearing aids are not clogged which will prevent streaming audio from being heard. If the hearing aid is amplifying your environmental sounds normally and it's just the streaming audio that is no longer coming through, unpair the hearing aids from the phone and follow the steps in the appropriate section above to pair again.

To unpair:

For iPhones, go to Settings > Accessibility > Hearing Devices > Tap on the hearing aids listed near the top of this menu > scroll down in the next menu and select Forget this device.

For Android phones, go to Settings > Connections (or Connected devices) > Bluetooth (if available) > tap on the gear icon to the right of the hearing aid listing > select Unpair or Forget.

Try to force close the app.

For iPhone, this involves using the gesture to reveal previously opened apps and swiping the Widex App away. See this Apple article for specific steps on how to accomplish that: https://support.apple.com/en-us/109359.

For Android phones, go to the phone Settings > Apps > Widex app > and choose to Force stop.

Reboot the phone > reopen the app and see if the Bluetooth connection establishes itself again.  

If the issue still persists, check the Bluetooth permissions in the phone's settings. For iPhone, go to Settings > Apps > find the Widex app > The Bluetooth toggle should be on. For Android, go to Settings > Apps > find the Widex app > make sure the permission for Nearby devices is Allowed.

You can also try unpairing and repairing your hearing aids to the phone's Bluetooth. Open the app and test the connection. 

If the app continues to fail the Bluetooth setup, uninstall and reinstall the app. After reinstallation, open the app, and test the connection to the hearing aids.

For iPhone:

• Ensure Play Ringtones is turned ON. Go to Phone's settings > Accessibility > Hearing devices > ensure 'Play Ringtones' is turned ON.
• Go to the phone's Settings > Sounds & Haptics > increase the slider for Ringer and Alerts.

Android ASHA streaming:

Go to the phone's Volume menu (e.g. Settings > Sounds and vibration > Volume) and make sure that the Media slider is increased to an adequate level. Next, if the phone is on Sound mode, make sure the slider for the Ringtone is increased adequately. If the phone is on Vibrate, the ringtone will not stream in the hearing aids. If the phone is on Mute, the streamed ringtone level is controlled by the Media slider level and the ringtone will not play from the phone's speakers. For some Android phones, the ringtone will not stream if the phone is on Mute mode.

Android LE Audio streaming:

The volume of the streamed ringtone is controlled by the in-call volume (i.e. how loud you hear the caller). The next time you stream a phone call, raise the in-call volume using the volume buttons on the side of the phone. This will increase the streamed ringtone volume the next time someone calls. Do note that if the slider for Ringtone in the phone's Volume menu is too low, this will effectively mute the streamed ringtone also. If the ringtone playing from the phone is too loud, we recommend using the phone in Vibrate or Mute mode. For some Android phones, the ringtone will not stream if the phone is on Mute mode.

To reroute the audio to play through the phone's speakers, use the native controls.

For iPhone, use the AirPlay option in the iOS Control Center. See the following Apple article on how to open the Control Center: https://support.apple.com/en-us/108330

When the Control Center is open, tap on the AirPlay icon in the top right of the media box (box containing the rewind, play/pause, fast forward buttons). The icon may look like a triangle with lines coming out, an ear, or a speaker with a Bluetooth symbol. Tapping on this icon reveals a list of audio output destinations. Select the iPhone to output audio through the phone's speakers.

For Android, swipe down from the top (sometimes top right corner) of the phone screen to pull down the Quick Settings menu. Look for a Media output option. If there is one, tap on it and use it to select the destination for audio output. If there is no Media output option, look for a notification card belonging to the app that is streaming audio (e.g. Spotify). There should be a button within the card that indicates where the app is currently outputting audio (e.g. the hearing aids). Tap on it and select the phone to play the audio from the phone speakers. If none of those options work, press the volume buttons on the side of the phone to reveal the system volume slider. Tap on the three dots or sound graphic at the bottom of the slider. You will see where the audio is currently being streamed to (e.g. the hearing aids) in the menu that appears. Tap on the current streaming destination to see the other destinations available (e.g. This phone).

When you are done sharing the audio through the phone speakers, use the same workflow to switch the audio routing back to the hearing aids.

If you have Widex Allure devices: Open the Widex Allure app while streaming audio. Adjust Phone volume vs surrounding volume to your preference. Also, you can tap "Adjust sound" and then adjust "Equalizer" via sliders for bass, middle, and treble frequency ranges. You can also use the buttons for more speech, more clarity, less sharp, and less echo, which will adjust the equalizer automatically.

If you have Widex Moment devices: Open the Widex Moment app while streaming audio. Tap the Settings icon to the right of the volume slider.

You can adjust "Equalizer" via sliders for bass, middle, and treble frequency ranges. You can also use the buttons for more speech, more clarity, less sharp, and less echo, which will adjust the equalizer automatically. Alternatively, you can also access sound mixer to adjust for more surrounding vs more streaming. 

If these adjustments do not work for you, please contact your Hearing Care Professional for further adjustments. 

Hands-free 2-way calling is currently available for Widex Allure and compatible iPhone models. For Widex Moment and Magnify, hands-free calling can be achieved via a Bluetooth accessory like Widex Sound Assist or COM-DEX. As per Low Energy Bluetooth protocol, in general, Bluetooth audio performance may be affected when the mobile device is placed in a pocket, as physical obstructions and body proximity can interfere with the signal transmission. 

It's possible that the phone call is being handled through the HandsFree feature of the hearing aids where the hearing aid microphones are picking up your voice. Therefore, it's also possible that the hearing aid microphones are picking up too much background sound. Here are a few options to try:

iPhone:

If HandsFree is being used, it can be turned off through the iPhone. When you are not on a call, access the MFi Hearing Devices shortcut menu by triple clicking the Side button (or Home button if supported) of the iPhone. If you see the hearing aids listed but there aren't more options underneath the hearing aids, tap on the listing to expand the menu. Scroll down and find the option for Mic Input. Turn Mic Input off. Now, instead of the hearing aid microphones picking up your voice, the iPhone microphone will. The iPhone microphone has more advanced features for filtering out background noise for voice detection during phone calls. Do note that since the iPhone's microphone is now active, it's best to keep the iPhone's microphone close to your mouth when speaking, as if the call was on Speaker.

Another option is to try using Apple's Voice Isolation feature to reduce background noise when using the Hands-Free feature of the hearing aids. While not on a call, go to Settings > Accessibility > Audio & Visual > look for Add Voice Isolation. If the option is there, toggle it on. Now, the iPhone will try to use Apple's Voice Isolation feature to reduce background noise when the call is streaming to the hearing aids.

Do note that when using Hands-Free for picking up your voice while streaming calls with Widex Allure hearing aids, Apple's Voice Isolation only works for iPhone 15 and newer. On older iPhones, the Add Voice Isolation feature may be present, but cannot be activated when the call is streaming to the hearing aids. You can check if Voice Isolation is being used during the call by swiping down from the top right of the phone screen during the call and tapping on Phone Controls (highlighted in orange).

iOS device:

Go to Settings > Accessibility > Hearing Devices > Call Audio Routing > change either Call Audio or Media Audio to Never Hearing Devices. When set to Never, by default, the iPhone will not stream that specific type of audio to the hearing aids although the hearing aids can still be manually selected through the user interface of the phone (e.g. the Call screen or Control Center).

Android:

There is no method to have the phone default away from the hearing aids. The phone's user interface can be used to switch audio routing away from the hearing aids (e.g. buttons on the Call screen or the pull down menu for media audio routing - see FAQ above regarding sharing audio with others).