Support
Troubleshooting.
Most issues resolve in under a minute. The hardware-specific steps below (charging, pairing, LED behavior, battery) describe the upcoming wearable, which is still in development. The iOS app, smart home, music, and call sections apply to the product available today. Email support@thething.ai if anything else is off.
Device not connecting
The Thing won't pair with your iPhone or keeps disconnecting.
- 1.Make sure Bluetooth is enabled on your iPhone (Settings > Bluetooth).
- 2.Place the device within 1 metre of your phone during pairing.
- 3.Restart the device by placing it on the charger for 5 seconds, then removing it.
- 4.If still not connecting, delete the pairing in the companion app and re-pair from scratch.
- 5.Restart your iPhone if the issue persists — this resets the Bluetooth stack.
No voice response
You speak but The Thing doesn't respond or acknowledge you.
- 1.Check that your iPhone has an active internet connection (Wi-Fi or cellular).
- 2.Make sure the companion app is running in the background (it doesn't need to be open).
- 3.Verify the device has charge — place it on the cradle briefly to check the LED.
- 4.Speak clearly and at a normal volume. The Thing works best with conversational speech.
- 5.If the issue persists, restart the device and check for app updates in the App Store.
Health data not showing
Steps, heart rate, or other health metrics aren't appearing.
- 1.Open iOS Settings > Privacy & Security > Health > The Thing and ensure all categories are enabled.
- 2.Health data requires the companion app to have background refresh enabled (Settings > General > Background App Refresh).
- 3.After granting permissions, it may take a few minutes for historical data to sync.
- 4.If specific metrics are missing, check that the data source (Apple Watch, iPhone sensors) is recording them.
- 5.Say "check my health" to The Thing — if it responds with data, the connection is working and it may just need time to backfill.
Music won't play
Spotify or music commands aren't working.
- 1.Ensure your Spotify account is connected in the companion app settings.
- 2.Check that you have an active Spotify Premium subscription (free accounts have playback limitations).
- 3.Try saying "play music" instead of a specific song — this confirms the connection works.
- 4.If Spotify was recently connected, sign out and back into Spotify in the companion app.
- 5.Make sure your iPhone's media volume is turned up and not on silent mode.
Phone calls not working
The Thing won't make or receive calls.
- 1.Phone calls require an active cellular connection on your iPhone.
- 2.Grant the companion app permission to access your contacts (Settings > Privacy & Security > Contacts).
- 3.Check that Do Not Disturb is not enabled on your iPhone.
- 4.Try calling a specific contact by name to rule out number lookup issues.
- 5.If calls connect but audio is one-sided, remove and re-seat the device behind your ear.
Smart home not responding
HomeKit or Matter devices aren't being controlled.
- 1.Ensure your smart home devices are set up in the Apple Home app and working there first.
- 2.The Thing controls devices through HomeKit — it needs to be on the same Wi-Fi network as your home hub.
- 3.Check that the companion app has Home permissions (Settings > Privacy & Security > HomeKit).
- 4.Try a simple command like "turn on the lights" to test the connection.
- 5.If specific devices aren't responding, check their status in the Apple Home app — they may be offline.
Battery draining quickly
The device runs out of charge faster than expected.
- 1.Normal battery life is 12-16 hours depending on usage. Heavy voice activity and music streaming drain faster.
- 2.Make sure you're using the included magnetic charging cradle — third-party chargers may not charge fully.
- 3.Extreme temperatures (below 0°C or above 35°C) reduce battery performance temporarily.
- 4.If battery life has degraded significantly, contact support for a replacement assessment.
- 5.Charge nightly for the best experience. A full charge takes about 30 minutes.
App crashes or freezes
The companion app is unresponsive or closes unexpectedly.
- 1.Update to the latest version of the companion app from the App Store.
- 2.Force-quit the app (swipe up from the app switcher) and reopen it.
- 3.Restart your iPhone if the app continues to crash.
- 4.Check that your iPhone has at least 500MB of free storage.
- 5.If the issue persists after updating, delete and reinstall the app. Your account data is preserved in the cloud.
Still stuck?
Email us at support@thething.ai with a description of the issue. We respond within 24 hours.
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