Overview
Sync data continuously by keeping your phone nearby and the Visible app open and running in the background.
Avoid pairing conflicts by connecting your Visible Band 2.0 only to the Visible app and using the app on one phone.
When troubleshooting, start by checking the basics: make sure your phone’s Bluetooth is on, app permissions are enabled, and your band is charged.
If your band won’t connect or keeps disconnecting, follow our step-by-step troubleshooting guide.
If you’re switching to a new phone, you'll need to reset your band using our step-by-step video walkthrough.
How to keep a strong connection between the band and smartphone
To keep your Visible Band 2.0 connected and syncing smoothly with your smartphone, follow these tips:
Sync data continuously by keeping the Visible app open and running in the background.
Stay connected by keeping your phone nearby. Obstacles such as walls can significantly reduce the band's Bluetooth range.
Avoid pairing conflicts by connecting your Visible Band 2.0 only to the Visible app and using the app on one phone.
Use the latest software by keeping both the Visible app and your band’s firmware up to date for the best performance.
For Android users: Make sure that your battery settings allow Visible to run in the background. To do this, follow these Android instructions.
Connectivity troubleshooting
If your Visible Band 2.0 won't connect, has disconnected, or is having trouble staying connected to the Visible app, please follow the steps below in order, working through each section before moving on to the next.
💡 Got a new phone? Skip straight to Step 3, as you'll need to fully reset your band.
Step 1: Quick troubleshooting basics
If you have any connectivity issues between your band and phone, always start with these checks before troubleshooting further:
Your phone’s Bluetooth is turned on.
The Visible app has Bluetooth permissions enabled in your phone's settings.
The band sensor lights are turned on, and the band is well-charged (battery level above 10%).
The Visible app is open, and your band is close to your phone (walls can reduce range).
Your band is not connected to any other device or app, such as the Polar Flow app.
If you're having issues with the band disconnecting, it's also useful to quickly check:
The permissions in your phone's settings allow Bluetooth to work 'always' for Visible.
For Android users: Your battery optimization settings allow Visible to run in the background. To check this, follow these Android instructions.
Step 2: Refresh the connection
If the quick troubleshooting checks haven't resolved your connectivity issue, try refreshing the Bluetooth connection and restarting your band as follows:
1. Disconnect your band from the Visible app
Tap the band icon in the top right corner of the Today page.
Then tap Unpair band to disconnect.
2. Force stop the Visible app
For iPhone users: Force close the Visible app.
Swipe up from the bottom edge (Face ID) or double-click the home button.
Swipe left or right through the app preview screens to find the Visible app.
Swipe up on the app's preview to close it
For Android users: Force stop the Visible app.
Go to System Settings → Applications → Visible and press Force Stop
3. Restart your Visible Band 2.0
While the charger is disconnected, press the small reset button on your band (located on the top side, under the strap) using a pen or pin.
Hold the button for 1–2 seconds, then release. The lights should turn back on.
⚠️ Warning: Do not connect your band to a charger while restarting your band as this will perform a factory reset on your band and erase your data.
4. Toggle Bluetooth off and on
Open your phone's Settings.
For Android users: Tap Connections or Connected devices → Connection preferences, depending on your device.
Tap Bluetooth.
Toggle Bluetooth off, wait a few seconds for the change to be applied, then toggle it back on.
5. Reconnect your band in the Visible app
Re-open the Visible app. Wait about 10-20 seconds for the app to reconnect with the band.
Tap Pair your band on the Today page.
Select your Visible Band 2.0 to reconnect.
Step 3: Reset your Visible Band 2.0
If your connectivity issue is still unresolved at this stage, or your band frequently disconnects from your phone, a full reset of your Visible Band 2.0 is needed.
Please follow the step-by-step instructions in our Resetting your Visible Band 2.0 guide, which includes a video walkthrough. As you'll need to turn your phone off at some point during the reset, we recommend having the guide open on another device, such as a laptop or tablet, before you start.
Try the reset more than once if needed. It can be easy to either miss a step or get one slightly wrong, for example, accidentally disconnecting the charger too early or not pressing the reset button firmly enough.
Important: A full reset of Visible Band 2.0 will delete any heart rate data stored on your band that has not yet been synced to your Visible app.
Need more help?
Please reach out to our Member Support team via the in-app messenger. You can find this on the Profile page.
Common questions
How do I connect my band to the Visible app for the first time?
How do I connect my band to the Visible app for the first time?
After activating your membership, open the Visible app. You'll see a Connect your band button at the top of the Today page.
Tap Connect your band and follow the on-screen instructions
If you're prompted with a Bluetooth pairing request, tap Pair.
😕 Don't see the 'Connect your band' button?
Make sure your membership has been linked to your Visible account. Check out the article How do I activate my membership for step-by-step guidance.
Why won't my band connect to my new phone?
Why won't my band connect to my new phone?
If you get a new phone, upgrade your phone, or swap phones, a full reset of your Visible Band 2.0 is needed for security reasons before you can reconnect or pair with the Visible app on your new device.
To fully reset your band, follow the step-by-step instructions in our Resetting your Visible Band 2.0 guide, which includes a video walkthrough. Once complete, you will be able to connect your band to the Visible app on your new phone.
Why is my band connected in my Bluetooth settings, but won't pair in the Visible app?
Why is my band connected in my Bluetooth settings, but won't pair in the Visible app?
If your band is showing as connected in your phone's Bluetooth settings but won't connect in the Visible app, please follow the connectivity troubleshooting steps in this article to resolve the issue.
Why does the app say my band is unpaired, but some data is still syncing?
Why does the app say my band is unpaired, but some data is still syncing?
If you see a message in the app saying your Visible Band 2.0 is not paired, but some data is still syncing, such as live heart rate on the Today page or your band's battery status, this is a partial connectivity issue between your band and the app. Please follow the connectivity troubleshooting steps in this article to resolve the issue. A full reset of your band may be needed.
What should I do if I notice gaps in my heart rate data?
What should I do if I notice gaps in my heart rate data?
If you notice any gaps in your heart rate data, you can force a refresh.
On the Today page, tap on your live heart rate to go to the Heart Rate page.
Now on the Heart Rate page, tap and hold under +Tag activity or your activity tags.
Drag downwards until a loading circle appears.
A good habit to have is to refresh your data at the end of the day, after your Evening check-in, to ensure a full day of data. For more data syncing tips, visit Visible Band 2.0 data syncing.
How do I know if my band is connected to the app?
How do I know if my band is connected to the app?
Open the app and check the Today page. Your band is fully connected and synced when:
Your live heart rate is displayed while wearing the band.
The Pair your band banner message is no longer visible.
The band icon in the top-right corner shows a green dot and the band's battery status.
How can I check for Visible app updates?
How can I check for Visible app updates?
To check for Visible app updates, go to the App Store or Play Store on your phone and tap Update if available. Keeping your app updated ensures you'll always have the latest features and improvements.
How can I check for band firmware updates?
How can I check for band firmware updates?
Firmware updates often include performance improvements or bug fixes, all designed to improve the quality of your experience. To check if a new band firmware version is available:
Connect your band to the Visible app (make sure it has at least 50% battery).
Go to Profile → About → Troubleshooting → Band Firmware Update.
If a new firmware version is available, follow the prompts to install.