Support
Troubleshooting.
Most issues resolve in under a minute. Find your issue below and follow the steps. If nothing works, we're always reachable at support@thething.ai.
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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