When registering your device in app under the my devices page, you do not need to manually type in the serial number to pair in app. The Serial Number will be auto-populated on the page for you to click the register box on the right hand side of the serial number.
If you are trying to register the device and notice the serial number not populating, even after clicking the refresh link, try the following troubleshooting seps.
- Confirm your Bluetooth Transmitter on your phone is activated. You do not need to pair the device under the Bluetooth settings on your phone, but you should see the SN listed as available devices. If you do not see it listed there that may indicate a problem. However, some phones won't always have it shown there.
- Confirm the device is powered on properly. You'll click the top power button till both LEDs flash blue. Once turned on, the Bluetooth LED will flash red. If on the charger, the Battery LED will flash yellow as well. If the bluetooth light is flashing red, that means the device is successfully powered on.
- If you try the two button factory reset method, instead of just using the top power button, you may get yourself stuck in the "boot-loader" mode. If you've done this and didn't get it unstuck this may be way the device isn't showing in app.
- Try giving the device a reset (top power button only, 10 sec reset), and rebooting the app and your phone.
- You can try pairing the device on a different phone if available to if it's a potential issue with the phone or the device itself (helps rule out potential causes)
This error has been reported twice with brand new devices right out of the box that haven't been used before. If you are having this issue right out of the gate, then it may be a broken bluetooth transmitter and a hardware failure within the device itself. If troubleshooting measure don't correct the issue, then Purpl will initiate an RMA replacement swap.