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DCENT X Bluetooth won't connect or keeps disconnecting.

[Bluetooth will not connect.]​

If DCENT X will not connect to your phone over Bluetooth, check the state of both the device and the app in the order below.

On the device

  • Turn DCENT X on and unlock it with your fingerprint or PIN.
  • Swipe down from the top of the screen to open the Control Center and check the color of the Bluetooth button. It is blue when on and dark gray when off.
  • If it is dark gray, tap it to turn it on. The device switches to the connection QR code screen.

Android

  • On some phones, a Bluetooth application error can cause the connection to fail. In that case, resetting the Bluetooth settings may help.
  • Please also check the DCENT app permissions: Phone Settings > Apps > DCENT app > Permissions > Nearby devices > "Allow" Location > "Allow only while using the app" and enable "Use precise location"

iPhone

Because of an issue on the iPhone side, the Bluetooth connection may temporarily not work. In that case please try the following:

  • Restart your phone
  • Check that Bluetooth is on : Settings > Bluetooth

In the app

  • Tap the Bluetooth icon at the top right of the My Wallet tab in the DCENT app and check whether the device ID (for example DCENT-X-00000) appears in the scan results.

If none of the above helps

Please record a video of your connection attempt.

Submit a 1:1 inquiry with the information below and we will review it and get back to you.

Go to 1:1 inquiry

  • Phone model : e.g. Galaxy S20, iPhone 11
  • iOS or Android version : e.g. iOS 14.7
  • DCENT app version : DCENT app > "Setting" tab > App info
  • Firmware version : On DCENT X, "Settings" > Device Info > Firmware Update
  • A screenshot or video showing the problem
  • Are your recovery words (24-word mnemonic) stored somewhere safe?

User guide

[Bluetooth keeps disconnecting while I use the device.]​

When the connection drops, the Bluetooth button in the Control Center turns dark gray again.

What to do

  • In the Control Center, tap the Bluetooth button to turn it off, then tap it again to turn it back on.
  • When a new QR code appears, scan it again in the mobile app to reconnect.
  • Use the device close to your smartphone.

Cases where this is normal

  • When you switch to a passphrase wallet : the connection drops briefly and then reconnects. This is normal behavior that prevents the app from continuing to show the previous wallet's information.
  • When the device reboots during a firmware update : the connection drops for a moment and the app reconnects automatically.

[Bluetooth disconnects when I switch wallets.]​

This is normal behavior. When you switch to a passphrase wallet, the Bluetooth connection drops briefly and then reconnects.

Notes

  • This keeps the connected mobile app from continuing to show the previous wallet's information.
  • Once it has reconnected, the account information of the wallet you switched to is synced with the app.
  • If it does not reconnect automatically, turn Bluetooth off and on again in the Control Center and connect from the app.

User guide

[The connection QR code does not appear on the screen.]​

In most cases Bluetooth is turned off on the device.

What to do

  • Open the Control Center and check whether the Bluetooth button is dark gray. Dark gray means it is off.
  • Tap the button to turn it on and the device switches to the connection QR code screen.
  • You can also select Settings > Bluetooth > Connect device, which shows the QR code and puts the device in standby for a connection.

Note

If Bluetooth is already on and you tap the button, the device does not switch to the QR code screen - it simply turns Bluetooth off. Tap once more to turn it back on and the QR code appears.

User guide

[I scanned the QR code but the connection does not complete.]​

After you scan the QR code, the connection is completed only when you tap "Allow" on the DCENT X screen. If you do not allow it on the device, the connection never finishes.

Things to check

  • After scanning the QR code, check whether a connection request is waiting on the DCENT X screen and select "Allow".
  • If this is the first time you connect this phone, a pairing code confirmation screen appears first. Select "Register" on the phone and "Confirm" on DCENT X, then continue through "Allow".
  • If the screen has already turned off, unlock it and check again.
  • If the app is showing the message "Please select the Allow button", an action on the device is still pending.

User guide

[The pairing codes shown on my phone and on the device do not match.]​

The pairing code is a security step that confirms you are connecting to the right device. If the two codes differ, do not continue with the connection.

What to do

  • Cancel the Bluetooth connection request popup on your phone and reject the connection on DCENT X.
  • Check whether another DCENT X or Bluetooth device nearby is also waiting for a connection.
  • Confirm that the device ID shown on the DCENT X screen matches the device ID you selected in the app, then try again.

If none of the above helps

Please take a photo of the screen.

Submit a 1:1 inquiry with the information below and we will review it and get back to you.

Go to 1:1 inquiry

  • Phone model : e.g. Galaxy S20, iPhone 11
  • iOS or Android version : e.g. iOS 14.7
  • DCENT app version : DCENT app > "Setting" tab > App info
  • Firmware version : On DCENT X, "Settings" > Device Info > Firmware Update
  • A screenshot or video showing the problem
  • Are your recovery words (24-word mnemonic) stored somewhere safe?