All iPhones

TOP EDGE of your iPhone

Place the very top edge of the phone directly on the tag and hold it still for 1–2 seconds.
​
​If the NFC was not detected:
1. Slide the top of your phone slightly and slowly up/down.
2. Try without a phone case.
Note that iPhones can’t scan NFC tags while the phone is locked.
​
​If the NFC was not detected:
1. Turn Wi-Fi off.
2. Turn Low Power Mode off:
Settings → Battery → Low Power Mode → Off
3. Restart your phone.
4. Reinstall the Nerivio app.
​
​Still not working?
Call us at (937) 637-4846 during office hours: Monday–Friday, 8 AM–8 PM.
You can email [email protected], or use the in-app chat.

Samsung S21–S25 (Non-Ultra)

TOP BACK AREA, right below the camera

On Samsung devices, NFC can be accidentally turned off. Let's make sure your NFC is turned ON.

Please check:
Settings → Connections → NFC and contactless payments → Turn ON
​
​If you don't see it there, try:
Settings → More connection settings → NFC.
​
Hold the top-back of the phone directly on the tag and keep it still for 1–2 seconds.
​
​If the NFC was not detected:
1. Slide the top-back of your phone slightly and slowly up/down allowing 1-2 seconds at each point.
2. Try without a phone case.
​
​If the NFC was not detected:
1. Turn Wi-Fi off.
2. Turn Airplane Mode ON → OFF
3.Toggle NFC OFF → ON again
4. Turn Low Power Mode off:
Settings → Battery → Low Power Mode → Off
5. Restart your phone.
6. Reinstall the Nerivio app.
​
If your phone presents a message "New tag scanned/collected", just skip it and you are all set.
​
​Still not working?
Call us at (937) 637-4846 during office hours: Monday–Friday, 8 AM–8 PM.
You can email [email protected], or use the in-app chat.

Samsung S21–S25 (Ultra)

UPPER BACK, slightly below the camera

On Samsung devices, NFC can be accidentally turned off. Let's make sure your NFC is turned ON.
​Please check:
Settings → Connections → NFC and contactless payments → Turn ON
​
​If you don't see it there:
Settings → More connection settings → NFC.
​
Hold the top rear of your phone directly on the tag, then slide up very slowly to direct the NFC below phones camera, until the NFC reader aligns.
​
​If the NFC was not detected:
1. Slide the top-back of your phone slightly up/down on top of the NFC, allowing 1-2 seconds at each point..
2. Ensure your phone case isn't too thick or metallic.
​
​If the NFC was not detected:
1. Turn Wi-Fi off.
2. Turn Airplane Mode ON → OFF
3.Toggle NFC OFF → ON again
4. Turn Low Power Mode off:
Settings → Battery → Low Power Mode → Off
5. Restart your phone.
6. Reinstall the Nerivio app.
​
If your phone presents a message "New tag scanned/collected", just skip it and you are all set.
​
​Still not working?
Call us at (937) 637-4846 during office hours: Monday–Friday, 8 AM–8 PM.
You can email [email protected], or use the in-app chat.

Samsung A-series

CENTER of the back of the device

Here are the most common solutions On Samsung devices, NFC can be accidentally turned off.
​Please check:
Settings → Connections → NFC and contactless payments → Turn ON
​
​If you don’t see it there:
Settings → More connection settings → NFC
​
Hold the middle of the phone directly on the tag. Keep it still for 1–2 seconds.
​
​If the NFC was not detected:
1. Slide the center of your phone slightly up/down on top of the NFC, allowing 1-2 seconds at each point.
2. Try without a phone case.
​
​
​If the NFC was not detected:
1. Turn Wi-Fi off.
2. Turn Airplane Mode ON → OFF
3.Toggle NFC OFF → ON again
4. Turn Low Power Mode off:
Settings → Battery → Low Power Mode → Off
5. Restart your phone.
6. Reinstall the Nerivio app.
​
If your phone presents a message "New tag scanned/collected", just skip it and you are all set.
​
​Still not working?
Call us at (937) 637-4846 during office hours: Monday–Friday, 8 AM–8 PM.
You can email [email protected], or use the in-app chat.

Google Pixel

UPPER BACK, slightly below the camera

On Pixel devices, NFC can be accidentally turned off.

Please check:
Settings → Connected devices → Connection preferences → NFC → ON
​
​If you don't see it there:
Settings → More connection settings → NFC
​
Hold the center-back of the phone directly on the tag. Keep it still for 1–2 seconds.
​
​If the NFC was not ditected:
1. Slide the top-back of your phone slightly and slowly up/down and left/right on top of the NFC, allowing 1-2 seconds at each point.
2. Try without a phone case.
​
​If the NFC was not ditected:
1. Turn Wi-Fi off.
2. Turn Airplane Mode ON → OFF
3.Toggle NFC OFF → ON again
4. Turn Low Power Mode off:
Settings → Battery → Low Power Mode → Off
5. Restart your phone.
6. Reinstall the Nerivio app.
​
If your phone presents a message "New tag scanned/collected", just skip it and you are all set.
​
​Still not working?
Call us at (937) 637-4846 during office hours: Monday–Friday, 8 AM–8 PM.
You can email [email protected], or use the in-app chat.

Other Android Models

Most of Android phones have the NFC reader in the MIDDLE-TO-UPPER BACK

On Android devices, NFC can be accidentally turned off.

Please check:
1. Open Settings
2. Tap the Search bar
3. Type “NFC”
4. Turn NFC ON
​
Start in the center, then very slowly slide upward to allow 1-2 seconds at each point.
​
​If the NFC was not detected:
1. Slide the back of your phone slowly up/down and left/right on top of the NFC, allowing 1-2 seconds at each point.
2. Try without a phone case.
​
​If you don't see it there, try:
Settings → Connected devices → Connection preferences → NFC
​
​If you don't see it there, try:
1. Turn Wi-Fi off.
2. Turn Airplane Mode ON → OFF
3.Toggle NFC OFF → ON again
4. Turn Low Power Mode off:
Settings → Battery → Low Power Mode → Off
5. Restart your phone.
6. Reinstall the Nerivio app.
​
If your phone presents a message "New tag scanned/collected", just skip it and you are all set.
​
​Still not working?
Call us at (937) 637-4846 during office hours: Monday–Friday, 8 AM–8 PM.
You can email [email protected], or use the in-app chat.

"Your Electrodes Could Not Be Verified
​
​You have exceeded the maximum number of treatments with these electrodes."

This means the electrodes have already been used for the maximum allowed number of treatments.

Replace with a new Refill Unit and repeat the sync process.
​
You can throw away the used Refill Unit in the trash, following your local household waste guidelines if needed.

"Your Electrodes Could Not Be Verified

Your electrodes are expired."

This means the electrodes are past their expiration date and can no longer be used.

Replace with a new Refill Unit and repeat the sync process.
​
You can throw away the used Refill Unit in the trash, following your local household waste guidelines if needed.

You can contact the Nerivio Cares team in case of any questions about expiration date of the Refill Unit.

"Your Electrodes Could Not Be Verified

Replace with new Nerivio Infinity electrodes and tap your phone on the NFC tag again to sync."

This means the NFC tag could not be verified, likely due to a damaged tag.

Spinning wheel and NFC icon

This requires further technical investigation.