Troubleshooting
Why isn't my iheart® device connecting to my phone/tablet?
The iheart device connects to your phone/tablet via Bluetooth. Please make sure that bluetooth is enabled on your phone/tablet before beginning an iheart recording. The phone/tablet and fingertip device should pair automatically the first time you use iheart. If this does not seem to be the case, click on the gear icon at the bottom right of the app home screen, press ‘Install New Device’, and turn on the iheart (white button). Depending on the model of your phone/tablet you may receive a notification that the device has been connected. Do not panic if you did not receive such a notification: they should still have paired.
This will pair the devices indefinitely. You do not need to pair your devices through your phone’s own bluetooth settings. If you continue to experience difficulty please contact support@goiheart.com.
How do I turn on the iheart® device?
Press the black button on your iheart device to turn it on. iheart will turn itself off after 10 seconds of inactivity to preserve battery life.
The iheart® device takes two AAA batteries. Unfortunately we do not ship with batteries as it makes shipping times much slower and also reduces the number of countries we can ship.
Why can't I log in to my Personal Online Dashboard?
In order to log in to your Personal Online Dashboard your iheart device must be registered (see next question). If your device is registered, an email will be sent to the email address you entered containing instructions for logging into your Personal Online Dashboard.
How do I register my iheart® device?
When you open the iheart Internal Age app for the first time you’ll be prompted to register your device. If at any point you need to alter your registration information you can click on the gear icon at the bottom right of the app home screen and then press ‘Register’. From here you can create a new account or log in to an existing account.
Why is the iheart® oximeter display upside down?
To flip the display on the fingertip device simply press the black power button once.
Why won't my iheart® pair with my Android phone?
The Android platform has determined that a bluetooth signal is capable of revealing a user’s location. Therefore, when your iheart Internal Age app opens and prompts you to confirm or deny access to your phone’s GPS settings, it’s important to allow this permission.
To retroactively enable GPS permissions in your cell phone’s settings, simply visit the Application Manager, find the iheart app and tick the GPS permission. iheart does not capture or record your location and we can guarantee your privacy when using our app. We are fully compliant with all global privacy rules and our privacy policy can be accessed via the website footer.
For ease of use, iheart scans for a bluetooth connection automatically and pairing cannot be manually set up in your phone’s bluetooth settings (all pairing is done inside the iheart app). It is because of this automatic scanning that this is a requirement; other bluetooth devices receive this permission when you manually pair them with your phone.