How to Fix an Account Sign-In Loop on Your Wearable

Step by step

1. 1 min

   Force quit the companion application

   On your smartphone, swipe up from the bottom of the screen or double-click the Home button to view the App Switcher. Locate the wearable companion app and swipe up to force it to close. Relaunch the app to refresh the authentication handshake.

   Note: Ensure your smartphone is connected to a stable Wi-Fi network rather than cellular data to avoid handshake timeouts.
2. 2 min

   Clear the application cache

   If you are on Android, navigate to Settings > Apps > [Companion App Name] > Storage. Select Clear Cache and Clear Data. On iOS, you must uninstall and reinstall the application to clear the local security tokens.

   Note: Uninstalling the app will remove locally stored health data not yet synced to the cloud.
3. 1 min

   Toggle Bluetooth and Airplane Mode

   Open the Control Center on your phone and enable Airplane Mode. Wait 15 seconds, then disable Airplane Mode. Disable Bluetooth via Settings > Bluetooth, wait for the connection status to refresh, and toggle it back on.

4. 1 min

   Check system time and date settings

   Navigate to Settings > General > Date & Time on both your phone and the wearable. Ensure 'Set Automatically' is toggled on. Authentication loops frequently occur when the time discrepancy between the server and the device exceeds 60 seconds.

5. 2 min

   Remove and re-pair the device

   In the companion app, navigate to Device Settings and select 'Unpair' or 'Remove Device.' Once disconnected, navigate to your phone's Bluetooth settings and select 'Forget this device.' Restart both the wearable and the phone before initiating the pairing process again.

   Note: This will force the creation of a new security handshake key.