What should I do if my Smart Cane 2 keeps disconnecting from my phone?

Frequent disconnections are usually caused by permissions, distance, interference, or out-of-date software. Please start with these checks:

1. Make sure the WeWALK app has permission to use Bluetooth and Location in your phone’s settings, and that it is allowed to run in the background.
2. Check that your cane’s firmware and the WeWALK app are both up to date. (Click here to learn how to update your cane’s firmware)
3. Keep your phone within about 10 metres (30 feet) of the cane for the best connection.
4. If you use hearing aids or other Bluetooth devices, disconnect them temporarily to test for interference.
5. Restart both the cane and your phone, then reconnect.

If your WeWALK Smart Cane 2 keeps disconnecting, try removing and re-pairing the device by following these steps:

1. Open the WeWALK App and go to the Smart Cane tab.
2. Under My Devices, tap the icon next to “WeWALK” and select Forget this device.
3. Go to your phone’s Bluetooth settings and forget “WeWALK” there as well.
4. Turn off your phone’s Bluetooth.
5. Turn off your WeWALK Smart Cane 2.
6. Reconnect your cane by following these steps:
   • Turn on Bluetooth on your phone.
   • Turn on your WeWALK Smart Cane 2 by pressing and holding the square button.
   • In your phone’s Bluetooth settings, find “WeWALK” and tap on it.
   • A pairing request will appear — accept it to pair your cane with your phone.
   • Open the WeWALK App and accept the pairing request.

If the issue persists after re-pairing, please reach out to our support team for further assistance, ideally with a short video of the issue.