There could be several reasons. Here are some options for resolution of the problem:
- Make sure the device is plugged in and in pairing mode.
- Make sure that your phone’s “location” setting is turned on and the Merkury Smart app has location permissions allowed. For android devices the precise location option needs to be used. (Merkury Smart does not track your location, but this is an Android and iOS system requirement for pairing that cannot be bypassed.)
- Check that you are in an area with a strong Wi-Fi signal.
- Make sure your mobile device is on the Wi-Fi network your device is to be connected.
- Make sure you’ve entered the correct Wi-Fi password.
- Try force closing the app, then open back up and try re-pairing.
- Make sure your mobile device is compatible. (iOS 14.0+ / Android 10.0+)