Hatch App Not Working : Why can’t I connect to my Hatch?

If the Hatch App is not working or can’t connect to Hatch, then it may be because of your Wi-Fi router is down or intermittently goes down or You change your Wi-Fi network password or your Restore becomes unplugged.

There are many reasons your Restore may lose connectivity, but the most common ones include:

• Your Wi-Fi router is down or intermittently goes down.
• You change your Wi-Fi network password.
• Your Restore becomes unplugged.
• Your Restore needs to be reset.

Before you begin troubleshooting, you should have physical access to your Restore and have your Wi-Fi name and password handy.

Please try the steps below and, if this does not resolve the issue, contact our Support Team before deleting your account.  Deleting your Hatch account may cause more harm than good.

Reconnecting your Restore to Wi-Fi

Follow these steps to help get your Restore reconnected:

1. Make sure your home Wi-Fi is working.

• • Since your Restore uses your home Wi-Fi network, check that you can get online with another device in your home. If you’re using a cell phone, make sure you don’t use cellular data to test your connection. To help make sure you’re not using cellular data, turn on Airplane mode and then turn on Wi-Fi.
  • If you can’t connect, try using a different device, or any other smart home devices, to double-check. If you can’t connect with any device, contact your internet service provider to check the service status in your area.

2. Check your Hatch Sleep app version.

• • Make sure that you have the latest version of the Hatch Sleep app on your phone or tablet.

3. Make sure to update your firmware, if given the option when you launch the Hatch Sleep app.

4. Make sure Restore is plugged in. (Restore will appear as offline in the app if it is unplugged.)

5. Reset your Restore.

• • Unplug your Restore, and plug it back in. Your connection may reset after this.

6. Restart your router.

• • To restart your router, you should follow the router manufacturer’s instructions.
    • Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.
  • Restarting your router will reset your internet connection. You should also restart any Wi-Fi range extenders or repeaters.

7. Update the network settings for your Restore.

• • In the Hatch Sleep app, go to the settings page and select your Restore.
  • Tap Update Wi-Fi and follow the prompts to try reconnecting to your Wi-Fi network.

8. Check the settings on your Wi-Fi router or access point

• • Incompatible settings on your home Wi-Fi router or access point can stop you from registering or updating the Wi-Fi on the Hatch Rest app. Make sure that Wi-Fi is available at 2.4GHz on your network (Restore does not support 5GHz-only connections).
  • Restore does not support network names or passwords that contain the special characters /, \, or “. If your network name or password includes one of those characters, you will need to connect to a different network, or change your Wi-Fi name or password to remove the unsupported character.

9. Parental controls or firewall security

• • High firewall security or parental controls can block communication with Hatch servers.
  • Refer to your Wi-Fi router/access point documentation to see how you can exempt your Restore from these restrictions.

Having trouble connecting to your Restore? Please check the following:

1. Make sure that WiFi is available at 2.4GHz on your network (Restore does not support 5GHz-only connections).
2. Make sure your phone or tablet’s Bluetooth is enabled.
3. Position yourself within Bluetooth range (approx. 30 feet from Restore) and be aware that thick walls and doors can impede Bluetooth connection.
4. Press the button with the two arrows (the Bluetooth connection button) on the bottom of your Restore for two seconds — the clock display will briefly say “ON”. This allows the Restore to be accessible over Bluetooth.
5. If you are an Android user, make sure you have Location Services turned on.
6. Check that no other smart device is already connected to Restore. Restore will only pair with one device at a time during set-up. (Once you’ve registered and are connected over Wi-Fi, multiple devices can connect to Restore at the same time.)

If you’re still running into problems registering your Restore or updating your Restore’s Wi-Fi, please try the following reset:

1. Unplug your Restore.
2. Press the button with the two arrows (the Bluetooth connection button) on the bottom of your Restore for two seconds.
3. Plug your Restore in again.
4. Go back into the app and try to register or update your WiFi again.

Keep in mind, Restore does not support WiFi network names or passwords that contain the special characters /, \, or “. If your network name or password includes one of those characters, you will need to connect to a different network or change your WiFi name or password to remove the unsupported character.

Why does my new Hatch product say I need to request access?

Is your brand new Hatch product saying your need to request access in order to begin using it? We’d be happy to take a look into this together!

• All retailers are strictly instructed to not resell returned products of ours as we cannot guarantee them after they have been used by other customers – If this is a recent new purchase from an authorized retailer, you may consider returning or exchanging with them for the fastest resolution.
• If you purchased from Hatch.co directly, please reach out as soon as possible so that we may get this quickly resolved.
• Should this be a second-hand device, please let us know and we’ll see our options to have the registration transferred. (As a reminder, the Hatch warranty only applies to the original owner)