App troubleshooting
Pre-screen and troubleshoot for issues with the Lucyd app.
If a specific feature of the Lucyd app isn’t working for you, run through these pre-screen questions before contacting support. Most app issues resolve with one of the steps below, and if they don’t, having this info ready when you reach out will get you a faster answer.
Quick pre-screen
Before reaching out, please have answers to these questions ready:
1. Device & OS
- Android or iOS? (iPhone, iPad, or Android phone)
- OS version: in Settings → General → About (iOS) or Settings → About Phone (Android). Example:
iOS 17.2,Android 13.
2. App version
- Lucyd app version: check in the App Store or Google Play, or in the app’s Settings page. Example:
2.4.1.
3. The issue
- What’s happening? Describe in one sentence.
- Is it every time or only sometimes?
- Are there any error messages? If yes, what do they say?
4. Device + network
- Device model: iPhone 13? Samsung Galaxy S22?
- Network at the time: Wi-Fi or mobile data?
Common fixes
App won’t connect to your Lucyd glasses
- Make sure the glasses are charged and powered on (LED visible).
- Forget the device in your phone’s Bluetooth settings, then re-pair from the app.
- Force-quit the Lucyd app and reopen.
- If still no luck, run the full Bluetooth reset — power-cycle both glasses and phone Bluetooth, then re-pair.
Walkie-talkie / push-to-talk doesn’t work
- Verify both you and the other party have the latest Lucyd app version.
- Both parties need the app open in the foreground (it doesn’t work as background-only).
- Check you both have a working data or Wi-Fi connection.
Voice assistant (Siri / Google / Lucyd AI) doesn’t respond
- Confirm the right voice assistant is set as default on your phone — Lucyd respects your phone’s default.
- Try invoking the assistant directly on your phone (without the glasses) to confirm it works there. If not, the issue is with the phone setup.
- For Lucyd AI specifically: confirm you’re signed into the Lucyd app.
Settings won’t save
- Check the Lucyd app has been granted Bluetooth permissions (Settings → Lucyd → Bluetooth = ON on iOS; equivalent on Android).
- Force-quit and reopen the app.
Firmware update stuck
- Make sure your phone is on Wi-Fi (not just mobile data — firmware files can be large).
- Keep the glasses on the charging cable during the update.
- Don’t close the Lucyd app — leave it foreground.
When to contact support
If you’ve tried the relevant steps above and the issue persists, contact us with all four pieces of info from the pre-screen (device, OS, app version, network) plus a description.
The more info you include up front, the faster our team can route you to the right troubleshoot step or escalate to the app dev team if needed.
Quick links: App & pairing · General troubleshooting · Contact support