The app isn't finding my sensor(s) / my sensors won't pair to my account

If the app isn't finding your sensor(s) / your sensors won't pair to your account, follow these steps first:

1. Place both sensors inside the CITYPLAY case and connect your case to a USB charger.
   • Sensors that are charging successfully shine solid lights from the case (green / orange / red). If one or both sensors are not charging, then please refer to the linked articles.
2. Turn your phone's Bluetooth ON.
3. Keep your phone and sensors in close proximity to one another.
4. Attempt to pair your sensors. 

If the app still isn't finding your sensor(s) / your sensors won't pair to your account, then:

1. Turn your phone’s Bluetooth OFF and ON.
2. Shut down and relaunch the CITYPLAY app.
3. Attempt to pair your sensors.
4. If this didn't work, then go to your App Store or Google Play Store and update the CITYPLAY app.
5. If this didn't work, then try deleting and redownloading the CITYPLAY app.
6. If none of the above steps resolved the issue, then please contact support via our submit a request form and include the following details: 
   1. The type of mobile device you're using (iPhone or Android) and its device model.
   2. The type of troubleshooting steps you've attempted.
   3. Your left and right serial numbers.
   4. The email address that your CITYPLAY account is registered with.

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