Support

Thanks for using HearRelay. This page gathers troubleshooting tips and how to get in touch.

Quick help

“No devices found” when I try to pair

Both devices need to:

Be signed in to the same Apple ID
Be connected to the same Wi-Fi network (same subnet)
Have iCloud turned on in iOS Settings
Have granted HearRelay the Microphone and Local Network permissions

If you still don’t see the other device, tap the refresh button on the pair picker, or restart the App on both devices.

The audio stutters or cuts out

Move closer to your Wi-Fi router, or switch to a 5 GHz network
Bluetooth headphones with poor reception may introduce dropouts — try wired or a different pair
Heavy network traffic (large downloads, video calls) on the same Wi-Fi can affect real-time audio

The sound from AirPods is strangely low quality in Standalone mode

HearRelay restricts the microphone to the built-in mic in Standalone mode to avoid forcing Bluetooth into a low-bandwidth mode (HFP). Use the built-in microphone for input and AirPods as output only. This is by design.

Recording didn’t stay

Recordings are automatically deleted 24 hours after creation unless you tap Preserve on the recording. Once preserved, they stay until you delete them.

HearRelay stopped recording when I locked the screen

HearRelay continues to capture and relay audio in the background while the screen is locked. If capture stops:

Ensure Background App Refresh is allowed for HearRelay (iOS Settings → General → Background App Refresh)
Ensure Low Power Mode is not aggressively suspending background tasks
Some iOS versions suspend audio sessions when another audio app takes over — stop the other app

The icon in Dynamic Island / Lock Screen disappeared

Live Activities have an OS-imposed maximum duration (around 8 hours). Once reached, the indicator may stop updating even though HearRelay keeps working. Re-open the App to refresh.

Permissions checklist

Permission	Required for	Setting path
Microphone	Any monitoring	Settings → HearRelay → Microphone
Local Network	Pair mode (sending / receiving to other devices)	Settings → HearRelay → Local Network
iCloud (signed in)	Pair mode (discover your other devices)	Settings → [Your name] → iCloud
Background App Refresh	Continued monitoring with screen off	Settings → General → Background App Refresh

If Local Network or iCloud is not available, you can still use Standalone mode.

Contact

Email: hearrelay-support@conex-cp.com
We aim to respond within a few business days. Please include your iOS version, device model, and a description of the steps you took.

For privacy questions, see the Privacy Policy or email hearrelay-privacy@conex-cp.com. For security reports, see the Security page or email hearrelay-security@conex-cp.com.

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