๐ฑ Troubleshooting: What to Do If Your Helmet Isnโt Connecting to the App
If your Neuronic LIGHT isnโt connecting to the app, donโt worry โ this is usually easy to fix. The most important first step is identifying whether the issue is Bluetooth-related or power-related, as the solutions are different.
Here is a helpful video on how to set up the device and connect to the app.
Below are the most common steps that resolve connection issues.
A. If your helmet is NOT connecting to the app at all (Bluetooth pairing issue)
Follow these steps if:
The helmet wonโt appear in the app
Youโre having trouble pairing for the first time
The app canโt find the helmet
1. Restart the connection from scratch
Turn off your helmet, fully close the app, then reopen it. Sometimes the Bluetooth handshake simply needs to be refreshed.
2. Make sure the helmet is in pairing mode
The power button should be flashing white when the helmet is ready to pair
If it isnโt flashing, hold the power button for a few seconds to restart pairing
3. Confirm Bluetooth is turned on
Ensure Bluetooth is enabled in your phoneโs main settings.
The helmet will not appear in your phoneโs Bluetooth list โ pairing happens inside the Neuronic app
4. Delete and reinstall the app
Occasionally, app updates donโt install cleanly. Reinstalling the app often resolves hidden issues and allows firmware updates to appear properly.
5. Check for a firmware update
Once connected, navigate to: Home โ Settings (top right) โ Manage Helmets โ (three dots next to your helmet) If โUpdate Firmwareโ appears, complete the update โ this resolves many connectivity issues.
6. Forget the helmet and reconnect
Go to: Home โ Settings โ Manage Helmets โ (three dots) โ Forget This resets the pairing process from the beginning.
7. Restart your phone
A full reboot often resolves Bluetooth issues that are unrelated to the helmet itself.
8. Still not connecting? We can check the backend for you
Email support@neuronic.online with the email address you use to log in to the Neuronic app, and our team can review your connection logs directly to identify where the issue is occurring.
B. If your helmet connects but turns off or disconnects mid-session (Power supply issue)
Follow these steps if:
The helmet connects successfully but shuts off during a session
The device disappears from the app after starting
Sessions stop within the first few minutes
1. Test the helmet using the wall plug
Plug the device directly into the wall adapter and run a full preset session.
- Use only the Neuronic-provided USB-C cord and power adapter
If the helmet works normally when plugged into the wall:
The helmet is functioning correctly
The issue is likely related to the battery pack or power delivery
If the helmet does not work when plugged into the wall, be sure to check all connections are snug and try a different outlet, then please contact support (support@neuronic.online)
C. Still having issues?
If youโve confirmed:
Bluetooth pairing steps are correct and
The helmet works when plugged into the wall
โฆbut issues continue when using the battery, please contact support@neuronic.online with:
A brief description of the issue
Whether the helmet works when plugged into the wall
Photos or a short video of your setup (if possible)
Our team will help determine the fastest solution.
