Can't make your phone ring from your XY Finder?

If you are having trouble ringing your phone from your XY Finder, here are some easy steps you can try before contacting XY support

 

iOS

1. Make sure that you have an XY3 and not an XY2.  Only the XY3 Finders have buttons and are able to help you locate your phone (Do I have an XY3 or XY2 Finder?).

2. Make sure you have connected your Finder to your account and that the app on the phone that you are trying to locate is signed into XY with that account.

3. Make sure you have not swiped away the XY Find It app.  Apple has determined that if the user swipes away an app, then they a "Force Closing" it, and they stop sending Bluetooth and other updates to our app. We have recently added a warning to the app when you try to swipe it away to open it again to make sure this functionality is there when you need it.

4. Make sure that you have Bluetooth and Location Services enabled for your phone and for the XY app. Without these, the feature will not work. We have recently added a red warning bar to the XY app UI to make you aware when these are not enabled.

5. Make sure you have upgraded your iOS to the latest version, preferably 10.2 or later.  The XY app works with iOS 9 or later, but the iOS Bluetooth functionality is much improved in 10.x.

6. Make sure you wait for a few minutes to verify it is working.  Sometimes, iOS will take 30-45 seconds before waking up the XY app to notify us of the button press.

7. Make sure you are using version 3.32 of the XY Find It Android app or later.

Note: We are aware of the fact that for some iPhone models and versions of iOS and in some physical environments, the success rate of the phone finding varies.  We are continuing to work on app improvements to get this functionality to be the best in the industry.

 

Android

1. Make sure that you have an XY3 and not an XY2.  Only the XY3 Finders have buttons and are able to help you locate your phone (Do I have an XY3 or XY2 Finder?).

2. Make sure you have connected your Finder to your account and that the app on the phone that you are trying to locate is signed into XY with that account and that XY Find It is running in the background.  You will see a small 'XY' on your phone's status bar when this is the case.

3. Make sure that you have Bluetooth enabled on your phone and for the XY app.  Without Bluetooth enabled, there is no way for us to detect the button press on the finder.

4. Make sure you are using the latest version of Android on your phone.  Even though XY Find It runs on Android 4.4.2 and 5.0, the Bluetooth support for Android has been greatly improved in version 6 and 7.  If your provider has an update, please install it.

Note: We are aware of the fact that for some Android phone models and in some physical environments, the success rate of the phone finding varies.  We are continuing to work on app improvements to get this functionality to be the best in the industry.

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