Frequently asked questions

Go to the StoryPhones app and select the settings button on the StoryPhones image. Scroll to WiFi settings and click on change WiFi. Select the correct WiFi and follow the steps to complete the connection to the new WiFi network. During this process, you can enter a new WiFi password if needed.

Download the StoryPhones app on your smartphone and ensure it is the latest version available. Open the StoryPhones app and follow the instruction you will see on the screen or here below to set up your StoryPhones. Set up or log in to your account. Click add a new device Switch on the StoryPhones. Link the app with the StoryPhones. Connect to the WiFi network - 2.4Ghz compatible only (consult your router or internet provider, if necessary, no special parental controls or VPN should be active) and enter your password, Name your StoryPhones. You are now connected to the WiFi. We RECOMMEND leaving the StoryPhones connected to a charger for at least one hour after connecting to the WiFi the first time to upgrade its firmware. If the problem is not resolved please see further our FAQs or send an email to "WiFi@StoryPhones.com" stating the issue in the subject, describing your experience, and providing your details (full name, full address, and telephone number). Our support team will reach out with a solution soon.

Go to the StoryPhones app and select the settings button on the StoryPhones image. Scroll to StoryPhones and check your headphone's firmware version.

Check at the beginning of these FAQs to see the latest version of the firmware. Go to the StoryPhones app and select the settings button on the StoryPhones image. Scroll to StoryPhones and check your headphone's firmware version. If the two versions are the same your firmware is up to date.

Switch on your headphones and make sure they are connected to the WiFi (you can verify this on your StoryPhones app) and let them charge through the provided USB-C charger for at least one hour. The firmware will update automatically. The network should be 2.4Gh (consult your router or internet provider, if necessary, no special parental controls or VPN should be active).

Before starting any WiFi troubleshooting, please check if your Bluetooth connection is in good order. To do so please disconnect any StoryShield from the StoryPhones, ensure the "BT mode" is active and then open the BT setting in your device and pair it with the StoryPhones. Just in case, switch off and switch on the StoryPhones if the headphones are not discovered within a few seconds. Once connected, please try and listen to something. If your BT connection does not work (please repeat the instructions above once more if possible) then send an email to "Defective@StoryPhones.com" stating the issue in the subject, describing your experience, and providing your details (full name, full address, and telephone number). Our support team will reach out with a solution soon. If your BT connection works as expected continue reading. To check your WiFi connection reset your StoryPhones to factory setting by pressing the power button and the volume up button for 10 seconds (a voice prompt will confirm the unit is resetting together with some blue flashing lights). The headphones will automatically switch off and restart. Set up your StoryPhones once more by following the steps explained in the app or here below.Open StoryPhones app. Set up or log in to your account. Click add a new device. Switch on the StoryPhones. Link the app with the StoryPhone. Connect to the wifi network - 2.4Ghz compatible only (consult your router or internet provider, if necessary, no special parental controls or VPN should be active) and enter your password, Name to your StoryPhones If the problem is not resolved please send an email to "WiFi@StoryPhones.com" stating the issue in the subject, describing your experience, and providing your details (full name, full address, and telephone number). Our support team will reach out with a solution soon. NOTE: StoryPhones may not work properly if connected to a hotspot made by a mobile phone or tablet.

Please disconnect any StoryShield from the StoryPhones, ensure the "BT mode" is active and then open the BT setting in your device and pair it with the StoryPhones. Just in case, switch off and switch on the StoryPhones if the headphones are not discovered within a few seconds. Once connected, please try and listen to something. If your BT connection does not work (please repeat the instructions above once more if possible) then send an email to "Defective@StoryPhones.com" stating the issue in the subject, describing your experience, and providing your details (full name, full address, and telephone number). Our support team will reach out with a solution soon.

Please check "How do I update the firmware of my StoryPhones?" in our FAQs. If after trying this the firmware does not update please send an email to "WiFi@StoryPhones.com" stating the issue in the subject, describing your experience, and providing your details (full name, full address, and telephone number). Our support team will reach out with a solution soon.