Overview
Keep the app open and stay close to your phone to maintain a Bluetooth connection.
Only connect your band to the Visible app. And only use the app on one phone.
Before troubleshooting, check 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, use our video walkthrough to reset your band.
How to maintain a strong connection between the band and smartphone
To keep your Visible Band 2.0 connected and syncing smoothly with your smartphone at all times, make sure to:
Keep the Visible app running in the background so your band can sync data continuously.
Keep your band close to your phone to stay within Bluetooth range (within 30 feet or 10 meters).
Only connect your Visible Band 2.0 to the Visible app. And only use the Visible app on one device. This helps avoid pairing conflicts.
Use the latest version of both the Visible app and your band’s firmware 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 basics
If you have any connectivity issues between your band and phone, always start with these initial checks before troubleshooting further:
Make sure your smartphone’s Bluetooth is turned on.
Confirm that the Visible app has Bluetooth permissions enabled in your phone’s settings.
Keep your band near your phone and have the Visible app open.
Make sure your band is not connected to any other device or app, such as the Polar Flow app.
Check that your band is on and well-charged (sensor LED lights on and battery level above 10%).
What should I do if my band won’t connect?
If your band won't connect, and the troubleshooting basics don't resolve the issue, try simply disconnecting your band in the Visible app and then reconnecting as follows:
Step 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.
Step 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
Step 3: Reconnect your band in the Visible app
Wait a few seconds and then re-open the Visible app.
Tap Pair your band on the Today page.
Select your Visible Band 2.0 to reconnect.
What should I do if my band disconnects?
If your band disconnects, and the troubleshooting basics don't resolve the issue, we recommend trying the following next:
Force-quit the Visible app and re-open it. This can trigger the band to reconnect.
Make sure the permissions in your phone's Settings allow Bluetooth to work 'always' for Visible.
For Android users: Ensure that your settings allow Visible to run in the background. To do this, follow these Android instructions.
For iPhone users: Go to your iPhone's Settings → Bluetooth, tap (i) next to 'Polar 360' and then Forget device. Then reconnect the band directly within the Visible app.
Still having connectivity issues? Please reset your Visible band.
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?
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.
Frequently asked questions
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.
Go to 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?
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?
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?
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.