User Guide - myPhonak

myPhonak

User Guide - myPhonak 6

Getting started

myPhonak is an app developed by Sonova, a world leader in hearing solutions

based in Zurich, Switzerland. Read the user instructions thoroughly in order to

benet from all the possibilities it oers.

Additional training is not needed for handling of the app

The Bluetooth® word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such

marks by Sonova AG is under license.

iPhone® is a trademark of Apple Inc., registered in the U.S and other countries.

Android is a trademark of Google LLC.

IOS® is a registered trademark or trademark of Cisco Systems, Inc. and/or its aliates in the United States and

certain other countries.

Compatibility information:

For the use of the myPhonak app, Phonak hearing aids with

Bluetooth® connectivity are required.

myPhonak can be used on Phones with Bluetooth® low energy

(LE) capability running on iOS® Version 14 or newer.

myPhonak can be used on Google Mobile Services (GMS) certied

Android™ devices supporting Bluetooth® 4.2 and Android OS 7.0

and newer.

Contents

Quick overview 3

Installing myPhonak 5

Setting up an account with myPhonak 6

Troubleshooting account set-up 7

Pairing with Phonak hearing aids 8

Troubleshooting the pairing 9

Home - Remote Control view 10

Home - Remote Control advanced settings 12

Remote Control advanced settings - Troubleshooting 14

Health 15

Devices 20

Support & Remote Support session 21

Starting a Remote Support session 22

Troubleshooting during Remote Support session 23

Prole 24

Important safety information 25

Compliance information 29

Symbol explanation 29

This user guide describes the features of myPhonak, and how those

features can be operated by the user. Read this user guide through,

before starting to use the app.

Quick overview

Adjust program

L 100%

L Connected

Tap the screen to show or hide controls

Automatic

HEALTH

Home Health Devices Support Profile

TV Music

R 53%

R Connected

Current program

in use

Mute / unmute

*For rechargeable hearing aids only

Program carousel

Battery state*

Your video

End call

Microphone on/o

Side independent

volume

Advanced remote

control - sound

settings

Volume

adjustment

Hearing aid

connection

Hearing care

professional’s

video

Flip camera view

Video on/o

Navigation

Remote Control Remote Support

Quick overview

Adjust program

L 100%

Automatic

HEALT H

HEALTH RESOURCES

REMOTE SUPPORT

TIPS & FAQS

HEART RATE

WEARING TIME

EQUALIZER PRESETS

Adjust Music

Program settings

VOLUME

NOISE REDUCTION

SPEECH FOCUS

DYNAMICS

Adjust the pitch of the sound

Use the pre-adjusted settings for quick

access

Reduce or increase sound

Pick up or reduce background sounds

Listen to surroundings or directly in front

Reduce loud sounds or increase soft sounds

Low

Wide

Decrease loud

High

Narrow

Increase soft

No goal set

Resting 56 BPM

BPM

- -

30 4,600mins

No goal set

steps

HEALT H

DA ILY ST EP S

Adopt healthier habits

Stay fit!

Connect in real time

Help with setting

up Remote

Support

Use your hearing aids to track your

health activities

Check other apps that can

help you stay healthy.

Do you have a Remote

Support appointment with

your hearing care

professional

Default

Update Save as new

Comfort Clarity

Synchronised at 0730 on 04/12/21

Learn more

Start now

Visit the site

Home Health Devices Support Profile

TV Music

R 53%

Remote

Control

Quick access to

health feature

FAQ

Navigation

Quick access to

Remote

Support info

Health cards

Recommendations for

other health apps

Advanced remote control

including advanced sound settings

Home Health

Additional information

Quick preset selection

Volume adjustment

Soft/ loud sound

adjustment

Advanced equalizer

adjustment

Sound modiers for

noise and speech

Installing myPhonak

Back

Sonova AG

64 Ratings

17+5.0

Age

myPhonak

Get

Skip tour

Create account

Continue without account

Proceed Continue

Welcome to the new myPhonak

Ready to go beyond controlling your

hearing aids and track health data?

Swipe to learn more

Already have a myPhonak account Login

I have read and understood the Privacy

Notice and the Terms & Conditions.

Sonova processes your personal data for purposes

such as making sure the myPhonak app works

correctly and securely. Your rights regarding the

processing of your personal data include the right to

access, rectify or request the deletion of your data,

within the limits of the applicable law. Our Privacy

Notice gives you more information about your

personal data and how we use it.

Check our Privacy Notice.

Sonova offers the myPhonak app in accordance with

these Terms & Conditions.

I consent to sharing my usage data

with Phonak to improve the functions

and features of my hearing aids, and to

improve the myPhonak app experience.

You can change these preferences at any time

within the app

Wearing time, steps and heart rate tracking

A secure account to store your health data

Create a myPhonak

account and you’ll

benefit from:

Your privacy matters

to us

Set your data sharing

preferences

Create an account

You can optionally create a

myPhonak account. This is

mandatory for accessing

health features.

Open the app

When you open the app for

the rst time, you have the

option to take a tour. If you

don’t want to do this, click

on Skip tour.

In order to use the app,

you must check the box

after reading the Privacy

Notice and Terms &

Conditions. Then, click on

Proceed.

Product improvement

You can optionally share

app usage data, which

enables us to learn and

improve our products.

Your data will be treated

as described in the privacy

notice and cannot be

tracked back to you.

Download myPhonak

Download the app from the

store. After installation

open the app.

• Connect your smartphone to the internet via WiFi or cellular data

• Turn on your smartphone’s Bluetooth®

Setting up an account with myPhonak

Next Next

Next Enter confirmation code

Select your country

or region

Confirmation email sentSet your passwordSign up with email

The email containing your confirmation code

will arrive in your inbox shortly. If you have not

received the email, check your spam folder as it

may be in there.

Cancel

The password must be at least 8 characters

including at least one number or letter.

Afghanistan

Albania

Algeria

Another Country

Please provide your email. You will receive a

confirmation code via email.

Email Password

name.surname@domain.com ********8 |

Create account

Continue without account

Already have a myPhonak account Login

Wearing time, steps and heart rate tracking

A secure account to store your health data

Create a myPhonak

account and you’ll

benefit from:

Create an account

You can optionally create a

myPhonak account. This is

mandatory for accessing

health features.

If you already have an

account, click on Login.

Use your email to sign up.

Set your Password

Follow the instructions to set

up a secure password. The

password must include at

least 8 characters.

Tap Next to go to the next

step.

Select your country

Your account information

are securely stored based on

your country’s regulations.

Verication email

When you have entered your

email, you will get a verica-

tion code to the email you

provided. Once you have the

conrmation code, tap Enter

conrmation code.

Troubleshooting account set-up

No internet connection

Try again

Cancel

We were not able to connect to our

backend system. Please turn on your

internet connection and try again.

Enter confirmation code

Send

Enter your confirmation

code

Confirmation code

has expired

Reset password email sent

Enter the confirmation code we sent via email.

The email containing your confirmation code

will arrive in your inbox shortly. If you have not

received the email, check your spam folder as it

may be in there.

An email with the link to reset your password has been

sent. If you have not received the email, check your

spam folder as it may be in there.

CancelCancel

Request password reset

link

Confirmation code

Please enter a valid code

Haven’t received the email Send it again

[email protected]

12A BCE

Internet connection

You need to be connected to

the internet to create your

account. Make sure that your

smartphone is connected

and try again.

Reset password

If you don’t remember your

password anymore or you

wish to reset it, just enter

your email and tap Send.

Reset password

You will receive an email

with a link to reset your

password. Follow the in-

structions and when you’re

done, come back to the app

to Sign in with your new

password

Expired conrmation code

The conrmation code you

need to verify your email

address expires after seven

days. If it expires, you will

receive a new one by email.

Type the new code to nish

your account creation

Invalid conrmation code

If you type in an invalid

code, you can click on Send

it again to receive a new one

by email. Type the new code

and click Next to continue

with your account creation.

Email already in use: if you have used the same email address to create a Phonak account in the past, you will receive from us an email to notify you and provide you

instructions. If you want to create a new account please use a dierent email. Otherwise, you can just login with the same email address.

Pairing with Phonak hearing aids

Let‘s get started

Continue

Pair your hearing aids to

use myPhonak

Searching Pairing your hearing aids Pairing complete!

This allows you to use all the great features of the

myPhonak app, so you can adjust your hearing aid

settings, connect with your hearing care professio-

nal and track your activity levels.

Looking for hearing aids. You are now ready to use the myPhonak app

Learn how to do it

Would you like to enable hearing aid

controls for calls and streaming?

Sophia’s left

hearing aid

Sophia’s right

hearing aid

Sophia’s left hearing aid

Sophia’s right hearing aid

Pete’s left hearing aid

DEVICE FOUND:

OPTIONAL FUNCTION

Bluetooth Pairing Request

PairCancel

Sophia’s left hearing aid would like to

pair with your iPhone

Pairing instructions

Tap Let’s get started and

follow the instructions for

your hearing aids.

Searching

The app is searching for

compatible hearing aids and

will display them once they

are detected. This may take a

few seconds. When the

devices appear, tap on the

device you want to connect.

Pairing the hearing aids

The app will connect to each

hearing aid separately.

Conrm for every device

On Apple devices, conrm

pairing by tapping Pair in the

popup for every device

separately.

Additional functions

When the hearing aids have

been successfully paired, you

have the option to pair your

hearing aids to receive phone

calls and stream music.

Tap Continue if you want to

skip this additional pairing.

To connect Bluetooth® enabled hearing aids with myPhonak, please follow the instructions below.

Troubleshooting the pairing

Searching

Looking for hearing aids.

Allow myPhonak to ac cess

this device’s location?

Deny

Only this time

While using the app

Sophia’s left hearing aid

Sophia’s right hearing aid

Pete’s left hearing aid

DEVICE FOUND:

Pairing your hearing aidsPairing your hearing aids

Sophia’s left

hearing aid

Sophia’s left

hearing aid

Sophia’s right

hearing aid

Sophia’s right

hearing aid

Try againConnect left only

Try again

Possible errors during the setup process.

For more troubleshooting information please visit the Phonak support page at https://www.phonak.com/myphonakapp

Connection fails to both

Tap Try again to restart the

pairing process and

follow the instructions.

Hearing aid connection

error

If the pairing to one of the

hearing aids fails, you can

tap Try again to restart the

pairing process.

Incompatible devices

The app cannot connect to

the hearing aids because

they are not compatible.

Please contact your hearing

care professional for further

information.

Location

On Android devices, you

must enable location services

when pairing Bluetooth®

devices for the rst time.

After the initial setup you

can disable the location

services again.

Home - Remote Control view

Home Home Home HomeHealth Health Health HealthDevices Devices Devices DevicesSupport Support Support SupportProfile Profile Profile Profile

Adjust program Adjust program Adjust program Adjust program

L 100% L 100% L 100% L 100%

0 3 5 03

Automatic Automatic Automatic Car

HEALT H HEALT H HEALT H HEALT H

TV TV TV Calm situationMusic Music Music Relaxing

R 53% R 53% R 53% R 53%

Functionalities available for all hearing aids.

Adjust hearing aid volume

Move this slider up to

increase the volume, or down

to decrease the volume. If

you are tted with two

hearing aids this slider

controls both devices

simultaneously.

Mute

Tap on the Mute to mute the

hearing aid(s).

Accessing programs

Access your sound programs

directly from the app home

screen. Swipe in the carousel

to select a program that ts

your needs by tapping on it.

Choose from:

Automatic program

Programs created by your

hearing care professional

Programs created by you

Split the volume

Press the Split icon to adjust

the volume of each hearing

aid independently.

Program carousel

Home - Remote Control view*

Home HomeHealth HealthDevices DevicesSupport SupportProfile Profile

Adjust program Adjust program

L 100% L 100%

0 0

Automatic Automatic

HEALT H HEALT H

TV TVMusic Music

R 53% R 20%

Select which option you want to adjust

Cancel

Ambient balance

Tinnitus

Tinnitus noiser

Ambient balance

Reduce or increase the noise to cover

tinnitus

Reduce or increase the mix of streamed

signal (coming from an external

microphone) and environmental sound

(surroundings)

Less

Surroundings

External mic

Close Close

*For details about features and hearing aids compatibility, please refer to your hearing care professional.

More settings

Depending on how the

hearing aids were pro-

grammed, and which wire-

less accessories you have,

you will be able to adjust

more settings, such as

tinnitus noiser and ambient

balance, if you’re streaming.

Example

For example, if your hearing

aids support tinnitus func-

tionality and you’re in a

streaming program, you will

be able to adjust both in the

dedicated screens.

Tinnitus noiser

If you have tinnitus, and

have been instructed by your

hearing care professional on

how to use the Tinnitus

noiser, you can adjust the

volume of the masking noise.

Ambient balance

If you use an external

streaming device, (e.g. TV

Connector, music) you can

adjust the focus to hear

more of the streamed signal

or alternatively to hear more

of the surrounding environ-

ment.

Battery level

For rechargeable hearing

aid(s) you can see the

current status of charge. If

the battery is below 20% the

icon turns red. Consider

recharging soon.

Home - Remote Control advanced settings

Home Health Devices Support Profile

Adjust program

L 100%

Automatic

HEALT H

TV Music

R 100%

Equalizer

Adjust the pitch of the sound

Bass Middle Treble

EQUALIZER PRESETS

Adjust Music Adjust Music

Program settings Program settings

VOLUME

NOISE REDUCTION

SPEECH FOCUS

DYNAMICS

Adjust the pitch of the sound

Use the pre-adjusted settings for quick

access

Adjust the pitch of the sound

Use the pre-adjusted settings for quick

access

Reduce or increase sound

Pick up or reduce background sounds

Listen to surroundings or directly in front

Reduce loud sounds or increase soft sounds

Low

Wide

Decrease loud

High

Narrow

Increase soft

Default

Update Save as new

Comfort

Clarity

Adjust program

By tapping Adjust program

you can modify the selected

program using advanced

sound settings.

Program settings

You can adjust the selected

program in dierent ways.

Use the sliders to adjust each

setting: equalizer presets,

volume control, noise

reduction, speech focus and

dynamic control.

Equalizer presets

The equalizer presets allow

you to make quick adjust-

ments of the sound pitch

based on the acoustic

environment you are in.

Tap on the equalizer icon to

make more advanced

adjustments.

Adjusting sound pitch

Modify the sound pitch

(frequency) by using the

sliders. Press Close to go

back to settings.

Home - Remote Control advanced settings – Create a new or update an existing program*

EQUALIZER PRESETS

Adjust Music Add a new program Add a new program

Program settings

VOLUME

NOISE REDUCTION

Adjust the pitch of the sound

Use the pre-adjusted settings for quick

access

Reduce or increase sound

Pick up or reduce background sounds

Low High

Default Comfort Clarity

Update Save as new

Save

Save Done

What do you want to name your

new program?

What do you want to name your

new program?

Excellent, a new program is

added!

New program New program

This name is already used

C | Music

You can create four more programs (6/10)

Personalized adjustments

After adjusting an existing

program you can choose to

update it by tapping Update

or to save it as a new

program by tapping Save as

new.

Naming your personalized

adjustment

You can save personalized

adjustments as a new

program and give the name

of your choice.

Invalid program name

You cannot reuse the same

name nor leave it empty.

Valid names cannot contain

more than 22 characters and

cannot contain whitespaces

only.

Program saved

When a new program is

saved successfully, it will be

added in your program list

and you’ll be informed about

the number of slots available

in your list.

Press Done to go back to the

remote control home screen.

*Only available in specic hearing aids

Remote Control advanced settings - Troubleshooting

Program limit reached Program limit reached

Manage

Unfortunately there are no more slots

available to save a program with this

base program. You can only save 4

programs with the same base program

Unfortunately, you‘ve reached the

maximum number of custom programs

Manage your programs Manage your programs

Confirm Confirm

You can create up to 4 custom programs from the

same base program. Select which program you‘d

like to replace.

Music

Restaurant

Car

Sport

Meeting

Sport

Base program: Music

Base program: TV

Base program: Restaurant

Base program: Music

Active

Program limit reached – max same base program

You can have a maximum of four programs based from

the same base program.

If you reach the limit you have the option to replace an

existing one with the new by tapping on Manage.

Program limit reached – max program number

You can have a maximum of ten personalized programs

saved in your program list.

If you reach the limit you have the option to replace an

existing one with the new by tapping on Manage.

Health – Setting up

Home HomeHealth HealthDevices DevicesSupport SupportProfile Profile

Welcome to Health.

Start tracking your wearing

time, steps, heart rate and set

activity goals

HEALTH

Synchronised at 0730 on 04/12/21

Allow myPhonak to access

your location for background

data syncronization

Allow while using app

Allow once

Don‘t allow

myPhonak uses your location to

increase the quality of the health data

tracked. Sonova will not store your

location information and will not be

able to track you in any way.

HEART R ATE

WEARING TIME

No goal set

hr0 30 4,600mins

No goal set

steps

DA ILY ST EP S

Some features of the Health section described here are available only with certain Hearing aids.

For more information please refer to phonak.com.

To access the health features

you need to sign up with

your myPhonak account.

Enable location services

Enable location services in

your iPhone to improve the

quality of your health data

tracking by allowing

frequent data synchroniza-

tion. By denying access, you

won’t be able to track your

health data.

Enter Health

When set up is done, you can

enter the health dashboard

(health home screen).

Health

Home HomeHealth HealthDevices DevicesSupport SupportProfile Profile

HEALTH

HEALTH HEALTH

Synchronised at 0730 on 04/12/21 Synchronised at 0730 on 04/12/21

Home Health Devices Support Profile

HEALTH

Hearing aid connection failed

HEART R ATE

WEARING TIME WEARING TIME

WEARING TIME

8hr / day

Resting 56 BPM

BPM

- -

12,550

4,600

mins

10,000 steps /

day

10,000 steps /

day

No goal set

steps

DA ILY ST EP S DA ILY ST EP S

HEART R ATE

WEARING TIME

8hr / day

Resting 56 BPM

BPM

- -

30mins

10,000 steps /

day

DA ILY ST EP S

Visit the site

HEALTH RESOURCES

Stay fit!

Check other apps that can

help you stay healthy.

* In order to access live Steps in the Health section, compatible Paradise Audéo R

and Audéo RT wearers need to update to the latest rmware version. Naida P-PR

wearers will access live wearing time and hourly updates for the step graphs.

The information contained in this section is for educational and informational purposes only. You should not use the information shown in the health section as a substitute for, nor should it replace, professional medical advice.

If you have any questions about your health, or before beginning an exercise program, you should always consult with a physician or other health-care professional.

Health dashboard content

In the health dashboard you’ll be able to:

• Access the health functions supported by your

hearing aids and see their values changing live*

• See goal progress, if already set up

• Access health tips (recommendations for other

health apps)

Goal progress examples

If you have set up goals, you’ll be able to see your

progress in the green circle around the icon of

each feature.

If you have exceeded the maximum value of your

goal, you’ll see a second circle around the icon.

Connection to your hearing aids

Remember that you need to be

connected to your hearing aids to be

able to see your health functions

values changing live. Frequent

synchronization of the app with your

hearing aids allows for more accurate

time information. If the connection

fails or your data cannot be synchro-

nized, you’ll be notied and led to the

FAQs website to learn what to do.

Health detailed feature views – Wearing time, steps, activity levels*, distance walked and ran**

Wearing time

Steps

Wearing time

Steps

Current

Weekly average

H H0 9MIN Steps StepsMIN20 4,500 7,10000

Friday, 28 March 2021

24 -31 March 2021

Left StepsLeft Steps

Min StepsH Steps

Right Right Goals AverageGoals Average

Day DayDay DayWeek WeekWeek WeekMonth MonthMonth MonthYea r YearYea r Year

CURRENT WEEKLY AVERAGE

DAILY GOAL

CURRENT WEEKLY AVERAGE

Synchronised at 0730 on 04/12/21

9 h 00 min9 h 00 min

Left

Calm situations

Music

2 h 00 min

6 h 00 min

Right

Noisy situations

Streaming

0 h 30 min

Set goal

Your sound environments

*For all Audéo Paradise rechargeable, Phonak Audéo Fit and Phonak Audéo Lumity hearing aids.

**For Phonak Audéo Fit and Phonak Audéo Lumity hearing aids

Wearing time

By clicking on the wearing time card of the

dashboard, you enter the daily wearing time

graph. Go to weekly, monthly or yearly view by

tapping on the respective tab, which turns green.

If you have two hearing aids, the graphs display

the value of both left and right hearing aids.

Below you see current (for daily view) or average

values (for non-daily view), as well as the break-

down of wearing time in dierent sound environ-

ments.

Steps, activity levels and distance

By clicking on the steps card of the dashboard, you

enter the daily steps graph. Go to weekly, monthly

or yearly view by tapping on the respective tab,

which turns green.

Below you see current (for daily view) or average

values (for non-daily view), as well as the approxi-

mate distance you walked or ran**.

The activity levels show the time you did no, low

(some movement detected), medium (walking

detected) or high (running detected) activity.

Health detailed feature views – Heart rate*

Heart rate Heart rate

No resting heart rate available.

Monthly average resting heart rate

-- 63BPM BPM

Friday, 28 March 2021

March 2021

Heart rate Heart rate

BPM BPM BPM

Resting heart rate Resting heart rate

Day DayWeek WeekMonth MonthYea r Yea r

LIVE HEART RATE LIVE HEART RATE

Each person’s heart rate is unique and

can be influenced by many things,

such as age, physical and mental

health, body temperature, or certain

medications.

It is normal for a person’s heart rate

to fluctuate throughout the day. Your

heart rate is usually lowest when lying

down. Heart rate increases during

physical activity, with vigorous exercise

producing a higher heart rate than

lighter exercise.

Heart rate

Heart rate (HR) tracking

All views include live heart rate (HR). The daily view includes the

lowest resting heart rate (RHR) and ranges of your HR per hour.

The weekly view includes the lowest resting heart rate (RHR) per

day, live heart rate (HR) and ranges of your HR per day.

Weekly, monthly and yearly views include:

• Daily view - hourly resolution (Periodic and live HR ranges per

hour, one lowest Resting HR per day),

• Weekly / monthly / yearly views - daily / weekly / monthly

resolution of HR ranges and RHR ranges

More information

Click on the (i) icon on the right

top of the screen to get more

information and references

about heart rate and why it is

important to track your resting

heart rate.

*For Phonak Audéo Fit™ hearing aids only

Health - Other functionalities*

Set wearing time goal Set wearing time goal

DAILY GOAL

Calm situations

Wearing your hearing aid regularly (as

recommended by your hearing care

professional) can improve your mood and

overall wellbeing.

0 100 0hours hoursmin min

Wearing your hearing aid regularly (as

recommended by your hearing care

professional) can improve your mood and

overall wellbeing.

Music

Noisy situations

Streaming

2 h 00 min

6 h 00 min

0 h 30 min

Set goal Set goal

Remove goal Remove goal

Wearing time

Weekly average

H9 MIN00

24 -31 March 2021

10 h 30 min

20 h 30 min

Left

Right Goals Average

Day Week Month Yea r

WEEKLY AVERAGE

Synchronised at 0730 on 04/12/21

Set goal

9 h 00 min9 h 00 min

Left Right

Your sound environments

Set, change and remove goals*

Setting up goals is optional for steps and wearing time. You can

set them up during the health set up, in the health dashboard or in

the detailed views of these features.

Click the Set goal or Change goal button to follow the ow of

screens as shown above in the example. Enter a valid number for

wearing time or steps and tap on Set goal to save your changes.

Tap on Remove goal, if you wish to delete it.

*For Audéo Paradise rechargeable, Phonak Audéo Fit and Phonak Audéo Lumity hearing aids

Tooltips

Click on a spot of the bars of

the graph to see the exact

values displayed in a white

banner (tooltip).

Devices

Audéo L90

Current: Autosense

Automatic

Car

Restaurant

Calm situation

Speech in noise

Restaurant

40% 53%

Select connection

Product information

Set up streaming

Set up Tap Control

Change settings

Set up reminder

HEARING AID PROGRAMS

LEFT RIGHT

BLUETOOTH PHONE CALLS

AUDÉO™ P90

BLUETOOTH STREAMING

TAP CONTROL

AUTO-ON

CLEANING REMINDERS

Base program: Restaurant

PROGRAM MANAGEMENT

DEVICE SETTINGS

YOUR HEARING AIDS

Home Health Devices Support Profile

Hearing aid programsAudéo L90 Hearing aid programs

FITTED BY HEARING CARE PROFESSIONAL

PROGRAM NAME

BASE PROGRAM

PERSONALISED ADJUSTMENTS

Forget my device(s)

Delete program

Adjusting or deleting a base program affects all

other programs it is linked to.

My hearing aids

Model left:

Model right:

Software update left:

Software update right:

Roger license left:

Roger license right:

Audéo L90

10.0.5.0

Not installed

Devices home screen

In the Devices section you

can access everything related

to your hearing aids, e.g.

Program management and

Device settings. You can also

see the battery state for

rechargeable models.

Forget devices

Go to Your hearing aids card

to remove your device(s). A

pop-up message will appear

after clicking the Forget my

device(s) button, where you

will need to conrm the

removal.

Please note that by doing so

you will need to pair your

hearing aids again in order

to use the app.

Program management

By tapping on Hearing aid

programs you will be able to

see all available programs.

Tap on one to edit the name

or delete it. There are three

types of programs: automat-

ic, programs created by your

hearing care professional

and your personalized

programs. If there is an icon

next to the program name, it

means that it is available on

the push button of your

hearing aids.

Hearing aid programs

You can edit the name of the

program and delete the

program. You will also be

able to see which base

program the program is

linked to.

Tap Delete Program to

delete the program. A

pop-up message will appear

where you will need to

conrm the removal.

Support & Remote Support session

Hi !

How can we help

you today?

REMOTE SUPPORT

HELP

Home Health Devices Support Profile

Speak to your

hearing care

professional via

video call

Answers to the most

frequent questions

Pairing, adjustments, programs…

Read the

myPhonak

user guide

Learn more about

the myPhonak

app’s features

A quick reminder

of what you can

do with the

myPhonak app

START A SESSION >

FAQS

USER GUIDE >

APP FEATURES >

APP TOUR >

Start Remote Support

Join waiting room

Connect with your

hearing care

professional

Ready to begin? When it’s time

for your appointment, press

“Join waiting room”

Speak to your hearing care professional via

video call to adjust your hearing aids in real time

wherever you are.

How to avoid issues during the call. See our tips

myPhonak would like to access the

phone‘s Microphone.

OKDon‘t Allow

myPhonak needs access to the microphone.

This allows you to speak to your hearing care

professional.

*FAQ link: https://product-support.phonak.com/

Support section

From the support screen you

can access the FAQ*, User

Guide, how-to-videos

website, Legal settings and

share feedback. You can also

access Remote Support by

pressing Start a Session.

Remote Support

By pressing Start a Session

on the Support screen you

will be able to have a Remote

Support session with your

hearing care professional.

The Remote Session needs to

be planned in advance with

your hearing care

professional.

Press Start Remote Support

to continue.

Start session

When you have started the

session, you will need to

press Join waiting room.

Your hearing care

professional will then be able

to call you.

Access to microphone

and camera

Tap on OK to allow the

myPhonak app access to

your microphone and

camera.

Starting a Remote Support session

Your call has finished

Waiting for your hearing care

professional...

Tap the screen to show or hide controls Tap the screen to show or hide controls

L Connected R Connected

DoneCancel

We would love to hear more about your

experience so we can provide a better

service to all myPhonak users.

To avoid data charges from your cellular

provider, we recommend using WiFi for the

call.

Your hearing care professional is not currently

connected. Please wait.

RATE YOUR EXPERIENCE

Accept video call

The app will connect you to

your hearing care

professional, wait until the

hearing care professional

enters the call.

Ongoing call

After a few seconds, the

video image is set up and

you will be able to see and

hear your hearing care

professional. By using the

controls, you can mute/

unmute, disable video,

switch camera and end

the call.

Connected hearing aids

If your hearing care profes-

sional needs to connect to

your hearing aids, this can be

done remotely using your

smartphone. Your hearing

care professional will let you

know when he or she is

connecting to your hearing

aids.

End of call

When the call has ended, you

will be able to rate your

experience. Press on the link

to submit your feedback.

Press Done to go back to the

landing screen.

Troubleshooting during Remote Support session

Tap the screen to show or hide controls

L Disconnected R Disconnected

You are not currently

connected to a WiFi network

Call failed

Remote Support video call is

running

Don‘t show again

Resume call

Hang up

You are currently using your cellular

data. To ensure better video quality and

avoid data charges from your cellular

provider, we recommend using WiFi

for the call.

Your Remote Support session ended

unexpectedly. Please tap „Ok“ to

return and restart the call.

Are you sure you want to hang up?

Changes to your hearing aid settings

may be lost.

Wi-Fi connection

The Remote Support session

is done using internet. For

better quality, we recom-

mend that you use Wi-Fi.

Hearing aids

connection lost

You will be able to see the

connection to your hearing

aids on the top of the screen.

If the hearing aids discon-

nect the symbol will turn red.

Your hearing care profes-

sional will then need to

reconnect to your hearing

aids.

Call failed

If the call fails, press Ok to

return to the home screen

where you can restart the

call.

Ending the call while

running

If you end the call while it is

in progress you will receive

this pop-up message.

Prole and Data privacy

Your account

sophia.scott@hotmail.com

EDIT YOUR DETAILS

PROFILE

PASSWORD AND SECURITY

SETTINGS

Home Health Devices Support Profile

Information & Security

Sophia

Scott

[email protected]

Switzerland

Change password

PERSONAL DETAILS

Name

Surname

Email address

Country

Sign out

Delete account

Health preferences

Help us improve our

service

Select which data you would like to share with us:

Sharing your usage data helps

us to improve the functions and

features of your hearing aids, and

to improve the myPhonak app

experience.

GENERAL DATA

Personal Details Data privacy

Prole section

In the Prole screen you can edit

your prole information and adjust

your preferences related to

Health.

If you want to sign out from the

app, tap Sign out.

Personal details

You can edit your personal

information under Personal

details and modify your

security information. If you

want to delete your account,

press Delete account. You

will need to enter your

password to conrm the

action.

Data privacy

Go to Support > Data privacy

and choose at anytime which

data you want to share with

Phonak.

Details on which data we

process are described in the

Privacy Notice. This is

available anytime under

Support > Legal

documentation.

Important safety information

Intended use:

The app is standalone software for intended hearing

aid users to select, congure and save hearing aid

settings, within the limited range permitted by the

tting software. The app also enables and empowers

intended hearing aid users to connect and communi-

cate with hearing care professionals for remote

hearing aid adjustments.

Intended patient population:

This device is intended for patients with unilateral and

bilateral, mild to profound hearing loss from 17 years

of age. The Tinnitus feature is intended for patients

with chronic tinnitus from 18 years of age.

Intended user:

Person with hearing loss using a compatible device.

Indications:

Please note, indications are not derived from the app,

but from the compatible hearing aids. General clinical

indications for the use of hearing aids and Tinnitus

feature are:

• Presence of a hearing loss

> Uni- or bilateral

> Conductive, sensorineural or mixed

> Mild to profound

• Presence of a chronic tinnitus (only applicable for

devices which provide the Tinnitus feature)

Contraindications:

Please note, contraindications are not derived from the

app, but from the compatible hearing aids.

General clinical contraindications for the use of

hearing aids and Tinnitus feature are:

• Hearing loss is not in the tting range of the

hearing aid (i.e. gain, frequency response)

• Acute tinnitus

• Deformity of the ear (i.e. closed ear canal; absence

of the auricle)

• Neural hearing loss (retro-cochlear pathologies such

as absent/non-viable auditory nerve)

The primary criteria for the referral of a patient for a

medical or other specialist opinion and / or treatment

are as follows:

• Visible congenital or traumatic deformity of the ear;

• History of active drainage from the ear in the

previous 90 days;

• History of sudden or rapidly progressive hearing loss

in one or both ears within the previous 90 days;

• Acute or chronic dizziness;

• Audiometric air-bone gap equal to or greater than

15 dB at 500 Hz, 1000 Hz and 2000 Hz;

• Visible evidence of signicant cerumen accumula-

tion or a foreign body in the ear canal;

• Pain or discomfort in the ear;

• Abnormal appearance of the eardrum and ear canal

such as:

> Inammation of the external auditory canal,

> Perforated eardrum;

> Other abnormalities which the hearing care

professional believes are of medical concern

The hearing care professional may decide that referral

is not appropriate or in the best interests of the patient

when the following applies:

• When there is sucient evidence that the condition

has been fully investigated by a medical specialist

and any possible treatment has been provided;

• The condition has not worsened or changed signi-

cantly since the previous investigation and / or

treatment

• If the patient has given their informed and compe-

tent decision not to accept advice to seek a medical

opinion, it is permissible to proceed to recommend

appropriate hearing aid systems subject to the

following considerations:

> The recommendation will not have any adverse

eects on the patients’ health or general wellbe-

ing;

> The records conrm that all necessary considera-

tions about the patient´s best interests have been

made

If legally required, the patient has signed a disclaimer

to conrm that the referral advice has not been

accepted and that it is an informed decision.

Please read the relevant safety information on the following pages before using your app.

Important safety information

Clinical benet:

The app benets intended users by providing the

possibility to adjust and save hearing aid settings to

individual needs, within the range permitted by the

initial tting.

The app provides a convenient way for intended users

to communicate and connect with hearing care

professionals for remote hearing aid adjustments.

Side eects:

Please note, side eects are not derived from the app,

but from the compatible hearing aids.

Physiological side-eects of hearing aids like tinnitus,

dizziness, wax build up, too much pressure, sweating or

moisture, blisters, itching and/or rashes, plugged or

fullness and their consequences like headache and/ or

ear pain, may be resolved or reduced by your hearing

care professional.

Conventional hearing aids have the potential to expose

patients to higher levels of sound exposure, which

might result in threshold shifts in the frequency range

aected by acoustic trauma.

Limitations of use:

The app usage is limited to the capabilities of the

compatible device/devices.

Any serious incident that has occurred in relation to

the app, should be reported to the manufacturer

representative and the competent authority of the

state of residence. The serious incident is described as

any incident that directly or indirectly led, might have

led or might lead to any of the following:

a. the death of a patient, user or other person

b. the temporary or permanent serious deterioration of

a patient’s, user’s or other person’s state of health

c. a serious public health threat

To report an unexpected operation or event, please

contact the manufacturer or a representative.

Please read the relevant safety information on the following pages before using your app.

Important safety information

The user guide for all app versions in all applicable

languages in electronic form is accessible via web

page. To access user guides, follow the process:

• Click on https://www.phonak.com/com/en/about-us/

countries.html and choose the country of interest

• Go to ”Support” (English) or its equivalent in the

respective language

• Go to “User Guides” (English) or its equivalent in the

respective language

• Go to “Apps” (English) or its equivalent in the

respective language

• Choose “myPhonak app”

Alternatively, the current version of the myPhonak

user guide can be accessed directly from the app by

navigating to the Support section and then tapping on

the card named “User Guide”. The user guide will then

open in an external browser window.

Security notice

Patient data is private data and its protection is

important:

• Make sure the smartphones are up-to-date with the

latest Operating System security updates. Enable

automatic updating.

• Make sure your installed app version is up-to-date

• Only use genuine Sonova apps from ocial stores

with your hearing aids.

• Only install reputable apps from ocial stores

• Make sure you use strong passwords and keep

credentials secret 

• Lock phone with PIN and/or biometric (e.g. nger-

print, face) and set the phone to lock automatically

after several minutes of inactivity.

• Make sure the installed apps only have permissions

they need

• Avoid creating a Bluetooth pairing with your

hearing aids in a public area. This is due to the risk

of unwanted interference from a 3rd party. We

recommend to do this Bluetooth pairing at home.

• DO NOT use a jailbroken or rooted phone

Make sure to keep data safe at all times. Please be

aware that this listing is not exhaustive.

• When transferring data through unsafe channels,

either send anonymous data or encrypt it.

• Protect your smartphone data backups not only

from data loss but also from theft. 

• Remove all data from a smartphone which is no

longer used by you or will be disposed.

Software maintenance:

We are constantly monitoring feedbacks from the

market. If you experience any issues with the latest app

version, please contact your local manufacturer

representative and/or provide feedback in the Appstore

or Google Play Store.

Please read the relevant safety information on the following pages before using your app.

Important safety information

Please read the relevant safety information on the following pages before using your app.

Changing settings, e.g. decreasing volume or increasing noise canceler,

may lead to dangers such as incoming trac no longer being heard.

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.

If the hearing aids do not respond to the device because of an

unusual eld disturbance, move away from the disturbing eld.

If the hearing aids do not respond, please check if the hearing aids

are switched on and the battery is not empty.

Activate your Bluetooth. Bluetooth has to be enabled to connect to

your hearing aids.

Symbol explanationCompliance information

Europe: Declaration of Conformity

Hereby Sonova AG declares that this product meets the requirements of the

Medical Devices Regulation (EU) 2017/745.

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.

Important information for handling and product safety.

With the CE symbol, Sonova AG conrms that this product

meets the requirements of the Medical Devices Regulation

(EU) 2017/745. The numbers after the CE symbol corre-

spond to the code of certied institutions that were

consulted under the above-mentioned regulation.

Indicates the Authorized representative in the European

Community. The EC REP is also the importer to the

European Union.

Indicates that the device is a medical device

Name, address, date

Combined symbol “medical device manufacturer” and “date

of manufacture” as dened in in EU Regulation (EU)

2017/745

An indication that electronic instructions for use are

available. Instructions can be obtained on the

www.phonak.com/myphonakapp website

Sonova AG · Laubisrütistrasse 28

CH-8712 Stäfa · Switzerland

Sonova Deutschland GmbH

Max-Eyth-Str. 20

70736 Fellbach-Oengen · Germany

Australian sponsor:

Sonova Australia Pty Ltd

12 Inglewood Place,

Norwest NSW 2153 · Australia

V2.00/2022-07/JoR