If you are getting the "Can't connect to your Furbo" error message during the initial setup process, please follow the steps below for troubleshooting:
If you do not see a GREEN light on your Furbo, please follow the steps below for troubleshooting:
Green Light: (This is the light you should see on your Furbo when it is ready for setup)
White Light: (The light may appear slightly purple. This light shows when you just plugged in a new Furbo. Please wait about a minute until the light turns green)
Step 1. If this is your first time plugging in your Furbo into a power source, you should see the white light first. After a minute the white light will turn green. If the light on your Furbo did not turn green after a minute, unplug Furbo and plug it back in.
Step 2. If the light is still not turning green after step above, please reset your Furbo by inserting a paperclip or sim ejector pin on the back of your Furbo (see image below). Press and hold for about five seconds, then you should hear beeping sound and the white light will turn back on. Please wait another minute until Furbo's light turns green.
Step 3. Restart your setup process when your Furbo's light is green.
If your Furbo's light is GREEN but you still see the "Can't connect to your Furbo" message:
Step 1. Restart your smartphone's Bluetooth connection (turn it off and turn it back on) and try to search Furbo again.
Step 2. Unplug your Furbo, then plug it back in. Wait until Furbo's light turns green, then restart the Setup process.
Step 3. If you are still getting the "Can't connect to your Furbo" error message, restart your smartphone (turn off and on) then go through the Setup process again.
Step 4. If you are still getting the same error message, go to your Smartphone's Bluetooth settings, while Furbo is on Green Light, search for Bluetooth connections. If "Furbo" as a Bluetooth connection name is not showing up, contact Furbo support immediately.
If the issue is still persisting after trying the steps above, please contact customer care for further assistance.