Connectivity Overview
To maintain a stable connection to the app, make sure you:
Have your app open in the background at all times
Complete your Morning & Evening check-ins each day
Keep your phone within 10m of you at all times
Check your permissions and phone settings are set up correctly for the Visible app
Make sure your band is not linked to any other apps, such as Polar Flow.
Perform a pull-to-refresh if you notice any gaps in your data
If your band is struggling to connect or stay connected, you can:
Force close & reopen the app
Forget your band in Bluetooth settings and reconnect
Perform a full reset of your band
Reach out to Member Support in the app for further troubleshooting
What should I do if my band won’t connect?
If your band won't connect, we recommend first checking:
Your smartphone's Bluetooth is turned on.
Your Visible app has Bluetooth permissions. You can confirm this by going to your phone settings, finding the Visible app permissions, and ensuring Bluetooth is permitted.
Your band is not connected to any other platform, for example, the Polar Flow app.
If you're still unable to connect your band, try disconnecting your band in the Visible app and then reconnecting as follows:
Disconnect your band from Visible by tapping the 'band' icon at the top right corner of the Today tab and then tapping 'Unpair band'.
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
Wait a few seconds and press Open to come back to the app.
Reconnect your band by opening the Visible app and tapping 'Pair your Visible band' on the Today page.
What should I do if the band disconnects?
If your band disconnects:
Check whether any of the LED indicator lights on the band are on. If no lights are visible, the band may have powered off.
Check that your phone's Bluetooth is turned on.
Force-quitting Visible and restarting the app may trigger your band to reconnect.
If you are still unable to connect your band, you can also:
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 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 within the Visible app.
Are none of these steps working? Follow the instructions to reset your band
How can I maintain a good connection between the band and my smartphone?
Keep Visible running in the background at all times to allow the data from your band to sync with the Visible app continuously.
Ensure your band is not connected to any other apps, such as Polar Flow or a second mobile device or tablet.
Keep your band within range of your phone, where possible.
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 of the data:
Open the Heart Rate screen.
Tap and hold underneath where it says +Tag activity or under your activity tags for that day and drag downwards until a tick appears.
You can refresh your data at the end of the day after your 'Evening check-in' to ensure a full day of data.