The app lost connection to my sensors

If the app lost connection to your sensors, then your 'Sensor status' on the top right of your 'Activities' screen will show the below image.

NOTE:

• This indication appears when your sensors are too far away from your mobile device for there to be a valid Bluetooth connection to the app. 
• If you receive this message while your sensors are outside of the case and recording an activity, please know that your session is still actively being recorded. 

If the app lost connection to your sensors, then:

1. You will not be able to see your 'Sensor Status' on your 'Activities' screen on the app.
   • Read this article for more information on what the 'Sensor Status' can tell you.
2. You will not be able to sync your session's data until your sensors are close enough to your mobile device for there to be a valid Bluetooth connection to the app.

If you're receiving this message when your phone is next to your sensors, then try these troubleshooting steps:

1. Shut down the CITYPLAY app.
2. Turn your phone’s Bluetooth OFF.
3. Turn your phone's Bluetooth ON.
4. Open the CITYPLAY app.
5. Go to 'Activities'.
6. Observe if your 'Sensor Status' appears.
7. If your app still isn't connecting to your sensors, then perform a hard reset to both sensors.
8. Observe if your 'Sensor Status' appears.
9. If none of the above steps resolved the connection issue, then please contact support via our submit a request form and include the following details:
   • The type of mobile device you're using (iPhone or Android) and its device model.
   • The type of troubleshooting steps you've attempted.
   • Your left and right serial numbers.
   • The email address that your CITYPLAY account is registered with.

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