myPhonak App User Guide

Getting Started

myPhonak is an app developed by Sonova, a global leader in hearing solutions based in Zurich, Switzerland. Read these instructions thoroughly to benefit from all the possibilities the app offers.

Intended Use

The myPhonak app is designed to allow you to provide feedback, communicate with your hearing care professional, and customize your hearing aids from anywhere.

1 Compatible phones: myPhonak app can be used only on phones with Bluetooth® low energy technology capability.

The Bluetooth® word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks by Sonova is under license. Other trademarks and trade names are those of their respective owners. Apple®, the Apple logo, iPhone, and iOS are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Android™, Google Play, and the Google Play logo are trademarks of Google Inc.

Contents

• Quick overview - Page 3
• Installing the myPhonak app - Page 4
• Starting the app for the first time - Page 5
• Pairing with Phonak hearing aids - Page 6
• Connecting your hearing aids - Page 7
• Troubleshooting the pairing - Page 8
• Phonak Hearing Diary - Page 9
• Phonak Remote Support session - Page 10
• Settings - Page 12
• Information and description of symbols - Page 14

Quick Overview

This section provides a visual overview of key app features.

Remote Support Conference View

A smartphone screen displays a video call interface. On the left is the hearing care professional's video feed, and on the right is the user's video feed. Controls are visible at the bottom:

• ? Turn video on/off
• ? Change camera view
• ? Turn microphone on/off
• ? End call

A "Back to overview" link is present.

Hearing Diary Feedback Log View

A smartphone screen displays the Hearing Diary interface. It shows "Newest messages" with categories like "Sound quality" (Listening to music), "Speech understanding" (Restaurant), "Hearing aid", "Speech understanding" (Watching TV), and "Low wearing time" (Hearing care professional).

A "New message from your hearing care professional" indicator is shown.

Installing the myPhonak App

Before you begin, ensure the following:

• Your smartphone is connected to the internet via WiFi or 4G.
• Bluetooth® is turned on.
• You have received a myPhonak invitation from your hearing care professional.

Installation Steps

The installation process involves several steps, illustrated by app screenshots:

1. Email Invitation: Open the email invitation received from your hearing care professional.
2. Download App: Click "Get" to start the installation. You may need to enter your Apple App Store or Google Play password. After installation, click "Open" to launch the app.
3. Open myPhonak App: Once the app is open, click "Next step" to enter the invitation code provided by your hearing care professional.
4. Setup App: Scroll down and click "Setup app". The invitation code will be verified automatically. If not, you can enter it manually.
5. Invitation Code: To enter the invitation code, return to the invitation email and tap the "Setup the app" button, or enter the code manually if needed. You can also tap "Login" if you already have an account.

Screenshots show the email, app store listing, welcome screen, setup screen with code, and invitation screen.

Starting the App for the First Time

This section guides you through the initial setup process.

Your Progress

A progress indicator shows the steps required:

1. Accept invitation from your hearing care professional.
2. Connect to myPhonak account.
3. Connect your hearing aids.

Click "Next step" to proceed.

Privacy Notice

A "Privacy Notice" screen explains that having a myPhonak account helps you get more out of your products, receive support, register devices, and connect with your hearing care professional. It states that personal information will never be sold. You can view the detailed policy. You must "Accept" to continue.

An "Already have an account? Login" link is available.

Help Us Improve

This screen offers the option to share usage data to help improve products and services, with the assurance that personal information will not be sold. You can change this setting later in the app. Options are "I agree" or "No, thanks".

An "Already have an account? Login" link is available.

Your Name

Your name is pre-filled by your hearing care professional. You will see fields for "Alex" and "Stevens".

Set Your Password

You will be prompted to set a password. It must be a combination of at least six characters with at least one number or letter. A virtual keyboard is displayed.

Summary of sections:

• Overview: The overview screen guides you through the setup process.
• Privacy policy: You must "Accept" the Privacy Notice to use the app.
• Product improvement: Optionally share usage data to help improve future products.
• Confirm email: You will be prompted to confirm your email address and name.
• Set password: You will be prompted to set your password.

Pairing with Phonak Hearing Aids

Follow these instructions to connect Bluetooth-enabled hearing aids with the myPhonak app.

Restart Your Hearing Aids

A screen with an information icon (ℹ️) advises to restart your hearing aids to enable Bluetooth pairing mode. It recommends using fresh batteries or charged devices. Options are provided to "View Instructions for Non-rechargeable hearing aids" or "Rechargeable hearing aids". Click "Continue" to proceed.

Searching

The app searches for compatible hearing aids. A screen shows "Searching" with a circular progress indicator.

Selecting

Once hearing aids are detected, they appear in a list. For example, "Steve's left hearing aid" and "Steve's right hearing aid". Tap "Select" next to the desired hearing aid.

Multiple Hearing Aids

If multiple hearing aids are detected, they will be displayed accordingly, allowing you to select them individually.

Summary of sections:

• Pairing instructions: Tap "Continue" to start the search. Access instructions for specific hearing aid types.
• Searching: The app actively looks for compatible hearing aids.
• Selecting: Choose your hearing aids from the detected list.
• Multiple: Handles the detection and selection of more than one hearing aid.

Connecting Your Hearing Aids

This section details the process of establishing the Bluetooth connection with your hearing aids.

Pairing the Hearing Aids

The app proceeds to connect to each hearing aid individually.

Confirm the Pairing Request

On iOS devices, a "Bluetooth Pairing Request" popup will appear, asking to pair with a specific hearing aid (e.g., "Steve's right hearing aid"). Tap "Pair" to confirm. This process is repeated for the second hearing aid.

Pairing Complete

Once both hearing aids have been confirmed and paired, a "Pairing complete" message is shown, indicating that both hearing aids are now connected.

Troubleshooting the Pairing

This section addresses possible errors during the setup process.

Hearing Aid Connection Error

If pairing fails for one hearing aid, a screen shows a red cross (❌) next to the hearing aid name. Options are:

• Tap "Try again" to restart the pairing process.
• Continue with only one of the two hearing aids.

Connection Fails to Both

If the connection fails for both hearing aids, a screen shows red crosses (❌) next to both. Tap "Try again" to restart the pairing process and follow the instructions carefully.

Phonak Hearing Diary

The Hearing Diary allows you to easily capture your real-world experience and satisfaction with your hearing aids. This feedback is automatically shared with your hearing care professional to help them optimize your hearing aid experience.

Enter Satisfaction

Select one of the smiley icons to indicate your level of satisfaction or dissatisfaction with a current situation.

Enter a Topic

Choose from four topics: "Sound quality", "Hearing aid", "Speech understanding", or "Other". This provides specific information for your hearing care professional.

Overview of Hearing Diary

This screen shows the key functions of myPhonak. Your latest feedback rating is displayed at the top. To review your full Hearing Diary log of feedback and messages, select "Hearing Diary".

Hearing Diary Log

The entire feedback history is visible. Select an individual feedback entry to see more details. A message icon (✉️) indicates an available message from your hearing care professional, which you can review and reply to.

Reviewing a Specific Feedback with Message

Selecting a specific feedback entry from the log provides additional details and shows messages exchanged between you and your hearing care professional.

Screenshots illustrate the process of rating experience, selecting topics, viewing feedback history, and interacting with messages.

Phonak Remote Support Session

If using 4G, your phone provider may charge you for data usage. A Remote Support session uses approximately 56 MB for a 10-minute video call, and around 30 MB for an audio-only call.

Notification of Incoming Call

On your smartphone's home screen, you will receive a notification of an incoming call from your hearing care professional. Tap the notification to open the myPhonak app.

Start of Remote Session

At the time of your appointment, open the myPhonak app and click "Start". This signals to your hearing care professional that you are ready for the session.

Access to Camera and Microphone

The app will request access to your camera and microphone for the video/audio chat. Click "OK" to grant permission.

Access to myPhonak Calls (Android)

On Android smartphones, you may be asked to grant permission for the app to make and manage phone calls. Click "OK" to allow.

Accept Video Calls

The app will connect you to your hearing care professional. Click "Accept" to answer the incoming video call.

During the Remote Session

While in the Remote Session, you can personalize your experience by turning your video or audio on or off as needed.

• Starting Video Call: After a few seconds, the video image is set up, and you can see your hearing care professional.
• Ongoing Call: You are now connected to your hearing care professional.
• Connected Hearing Aids: If your hearing care professional needs to connect to your hearing aids, this can be done remotely via your smartphone. They will inform you when this occurs.
• No Video: You can choose to hide your video feed by disabling it with a click of a button.
• New Settings Saved: Your hearing aids may be muted briefly while settings are being saved. The status of this process will be shown on the screen.

Screenshots illustrate the call notification, starting the session, permission requests, accepting the call, and various stages of the ongoing remote session.

Settings

General information and app configurations can be found in the settings menu.

Settings Menu

The main settings screen lists available options:

• App settings
• Your hearing aids
• FAQ
• Feedback

App Settings

Access all app-related information and configurations here.

My Hearing Aids

View and manage all hearing aid-related information and configurations.

Within "Your hearing aids", you can see connected devices (e.g., "Steve's left hearing aid", "Steve's right hearing aid"). If you experience connection problems, you can choose to "Forget" the devices and pair them again. If you want to connect a different pair of hearing aids, you must first "Forget" the current ones.

FAQ

Find answers to the most common questions. Further information and assistance are available online.

Resetting the Pairing

To reset the pairing:

1. Navigate to "My hearing aids" and tap "Your hearing aids" in the list.
2. Tap "Forget devices" to delete the association between the hearing aids and your smartphone.
3. A confirmation popup will appear: "Forget hearing aids? The app will reset and you will need to pair your hearing aids again." Tap "Yes, forget" to confirm.
4. You will then be prompted to "Restart your hearing aids" and follow the pairing instructions on page 7 to continue.

Screenshots illustrate the settings menu, the "Your hearing aids" screen with the "Forget devices" option, the confirmation popup, and the restart prompt.

Important Safety Information

• ℹ️ You are responsible for the usage of your personal smartphone. Please handle the smartphone and the app usage carefully.
• ℹ️ To obtain a free paper copy of the instructions of use, please contact your local Sonova representative. A copy will be sent within 7 days.
• ℹ️ If the hearing aids do not respond to the device due to unusual field disturbance, move away from the disturbing field.

Symbol Explanation

• ℹ️ This symbol indicates that it is important for the user to read and take into account the relevant information in this user guide.
• ⚠️ This symbol indicates that it is important for the user to pay attention to the relevant warning notices in this user guide.
• ℹ️ Important information for handling and product safety.