App troubleshooting
Pre-screen and troubleshoot for issues with the Lucyd app.
Using AERO? The steps on this page are written for other Lucyd lines. Go to Using AERO instead.
Using Reebok Sport glasses (Voltage, Octane, Flash, Nitrous, Octane Shift, Nitrous Shift)? For charging, pairing fixes and the power-button reset, go to Using Reebok Sport glasses.
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 reset for your line: power-cycle the glasses and your phone’s Bluetooth, then re-pair. The two-temple power-off applies to Lucyd Lyte and Reebok Optical only. Reebok Sport glasses use the power-button reset on Using Reebok Sport glasses.
Walkie-talkie / push-to-talk doesn’t work
These steps are for glasses that use walkie-talkie through the Lucyd app.
- 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 doesn’t respond
- Confirm the right voice assistant is set as the default on your phone. On Lucyd Lyte and Reebok Optical, the double-tap opens your phone’s default assistant. For other lines, see your quick-start guide.
- 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.
- If you use Lucyd AI through the Lucyd app: confirm you’re signed into the 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
These steps are for glasses that update through the Lucyd app.
- 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 in the 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