Troubleshooting Tile Enabled Headphones, Earbuds, Headsets

Unable to Activate Headphones/Earbuds/Headset

Your headphones, earbuds, or headset only need to be activated once. If they appear in your Tile app, you do not need to activate them again.

If you have not activated your earbuds under a different Tile account and you are getting an error message, complete the following steps:

1. Make sure your phone has the most current operating system (OS).
   • iOS
     • Go to Settings.
     • Tap on General. 
     • Tap on Software Update.
   • Android
     • Go to Settings.
     • Tap on the Search icon (magnifying glass). 
     • In the search bar, type Software Update.
     • Tap on Download and Install.
       
   • Note: App settings may vary by your device’s manufacturer and Android version. If you need help finding the above settings, refer to the device manufacturer’s support site.
2. Verify your headphones, earbuds, or headset is fully charged.
3. Force close all apps from the recent apps page.
4. Unpair all other Bluetooth devices or apps currently connected to the phone temporarily while attempting activation.
   • Note: You can reconnect your other Bluetooth devices later.
5. Restart your mobile device.
6. Relaunch the Tile app.
7. Attempt activation again.

Headphones, earbuds, headsets are not connecting to the Tile app

Here are a few things to try:

• Make sure your headphones/earbuds/headset is charged. 
  • If the battery level is below 10%, your device may not power on and the Tile app will not be able to connect with it. Charge your device until it has sufficient power.
• Ensure the permission settings for Bluetooth and Location Services are enabled and turned on. 
• Restart your smartphone or tablet by powering it off, then back on. 
  • Restarting helps to clear out any Bluetooth errors that can interfere with connectivity.

Important: Do NOT reset the headphones/earbuds/headset in an attempt to fix connection issues. If you reset without being connected to the Tile app, you will not be able to reactivate the Tile functionality.

Tile app is showing the incorrect location of headphones/earbuds/headset

If your app is not displaying the right location of your headphones/earbuds/headset on the map, you can try the following:

• Confirm the Location Settings are enabled or turned on. 
• For iOS devices, make sure the Tile app is open or running in the background.
  • Add the Tile app to the “Unrestricted list” of apps to allow the Tile app to run in the background even if there’s no interaction with the app for a few hours.
• Ensure your smartphone or tablet is not in Low Power (iOS) or Battery Saving Mode (Android). (There are different Android devices, refer to your device manufacturer's support site on how to disable or turn off Battery Saving Mode). 
• Open the native maps application of your smartphone or tablet to ensure your phone's GPS information is reporting properly and allows Tile to locate your headphones/earbuds/headset accurately. 
  • For iOS devices, open Apple Maps.
  • For Android devices, open Google Maps.
• Lastly, Android relies on significant location changes to update the location of your Tile(s). If you have not changed location recently, that may be why the app hasn’t refreshed the location.

Tile app is showing only one side of earbuds

Make sure you are utilizing the L to R toggle button (example below) toward the bottom of the screen to see each earbud. Earbuds are individual finders, if you lose one you can ring it.

Tile app is showing a "Verification timed out" error message

This message appears if the Tile app doesn’t detect that you’ve pressed the correct buttons on your headphones/earbuds/headset to activate. Make sure you press the buttons as seen in the app instructions (example below).

If you are pressing the correct buttons and you are still getting the error message, here are a few things to check before retrying activation.

• Verify that you are activating the correct model.
• Check if Bluetooth is On in your smartphone or tablet. 
  • If yes, refresh the Bluetooth connection by turning it Off/On.
• Check the battery level of your headphones/earbuds/headset.

Tile app is not showing the logo of my headphones/earbuds/headset

If you do not see the logo of your partnered product under Activate a Tile Enabled Device, it's possible that the Tile app has not downloaded the image. To fix this:

• Check that you have a stable internet connection.
• Check that you have the latest version of the Tile app.
• Force close the Tile app, then reopen it to check if the logo is visible.