Some people run into issues with the pairing process and receive an error message that the Circle hardware was unable to pair. That message also suggests that you check your Wi-Fi network settings and try again.
There are several reasons why this may happen, so here are some things that you can check to solve this problem.
- Make sure Circle is near your router. We recommend 3-5 feet.
- Close and relaunch the Circle App. It may be that something got in the way of the app's functioning and it just needs to be restarted.
- Check to make sure your credentials for connecting are entered correctly. Use the toggle that shows the credentials to ensure that you are typing in the correct password there. If your Wi-Fi network isn't secured by login, it will need one or Circle can't connect to it.
- Try the correct credentials again. At times, the connection between Circle and a router needs a moment to stabilize during pairing. If you know that your password is correct but are getting an error still, try closing and relaunching the Circle App and submitting it one more time.
- Remove certain special characters from your password or Wi-Fi name. Circle does not currently support all special characters in the network name or password.
- Leading "whitespace" (i.e., a space before the first letter / number / special character)
- Trailing "whitespace" (i.e., a space after the last letter / number / special character)
- Non-English alphabetical characters
- Make sure your router is compatible and that you're not pairing Circle to the guest network!
- Check your Circle hardware's hotspot name. Every Circle device broadcasts a hotspot named something like "Circle-0K32". That 4-digit code at the end of the hotspot name is part your Circle's unique ID (as known as its MAC address). Check the insert cards that came with your Circle hardware for a sticker that has the unique ID on it. If neither card has that information, please reach out to our support team for help.
- Turn off any extenders you have off temporarily during setup. You can turn these back on later.
- Allow the Circle hardware's MAC address. If you filter MAC addresses on your network, it's possible that Circle is actually being blocked by your router. You will need to approve your Circle's MAC address to proceed.
- Unblock network ports. Circle hardware uses some network ports as part of its normal operation and will malfunction if those ports are blocked on your network.
- Leave Circle's ethernet connected to your router and powered on overnight. This should update the firmware and resolve the issue.
- Try Changing your Wi-Fi settings. As a last ditch effort, try changing the name or credential for your Wi-Fi network via your router, and then pair using those. This can cause everything to sync back up.
If none of these things helps you get your Circle device paired, we would love to speak with you further. Use the options below to reach out to our Circle Support team!