1. Confirm the Loop you're trying to setup hasn't already been setup on another account by someone else. You should see a screen that says “To get started, download and launch the Loop app”. If the Loop has already been set up, please see our guide for setting up Loop for the family.
  2. Restart your phone - This usually takes care of any issues on the phone’s end.
  3. Restart your Loop - To restart your Loop please press and hold the power button on the bottom of your Loop for 3 seconds - you’ll see a message that your Loop is shutting down. After your Loop has turned off, press the power button once more to turn it back on.
  4. If you’re still unable to connect and setup Loop after following these steps, please contact our support team through the app for further assistance.
  1. You’ll need to be near your Loop to change the wi-fi network. Ensure you’re no further than 10 feet away when trying to connect.
  2. If you have multiple Loops, make sure you’ve gone into the wi-fi settings for the correct Loop.
  3. Restart your Loop - To restart your Loop please press and hold the power button on the bottom of your Loop for 3 seconds - you’ll see a message that your Loop is shutting down. After your Loop has turned off, press the power button once more to turn it back on.
  4. Restart your phone - This usually takes care of any issues on the phone’s end.
  5. Re-open the Loop app and try changing your Loop’s wi-fi settings once more.
  6. If you’re still unable to connect to your Loop after following these steps, please contact our support team through the app for further assistance.

You can also changing the wi-fi network directly on the Loop by doing the following:

  1. On the Loop, press and hold the volume up button and the scroll knob until the Loop settings menu appears.
  2. From there, select the option that says ‘Wi-fi network’.
  3. Follow the on-screen instructions to enter your wi-fi account information.
  1. Check with another device to make sure your wi-fi network is currently up and everything is working correctly.
  2. Restart your Loop - To restart your Loop press and hold the power button on the bottom of your Loop for 3 seconds - you’ll see a message that your Loop is shutting down. After your Loop has turned off, press the power button once more to turn it back on. Wait 2 minutes to see if your Loop is able to reconnect itself to wi-fi.
  3. If your Loop still hasn’t connected to your wi-fi network, reconnect it with either the mobile app or the settings menu on the Loop device itself.

Reconnecting wi-fi using the mobile app:

  1. In the app go to Settings at the bottom right of your screen.
  2. Select ‘Loop settings’.
  3. Select your Loop.
  4. Select ‘Wi-Fi configuration’.
  5. Select Wi-Fi Network and follow the prompts.

Changing wi-fi on the Loop:

  1. On the Loop, press and hold the volume up button and the scroll knob until the Loop settings menu appears.
  2. From there, select the option that says ‘Wi-fi network’.
  3. Follow the on-screen instructions to enter your wi-fi information.
  1. Routers that require login pages as typically found in public or hotel wi-fi networks are not supported with Loop at this time.
  2. Check to make sure you’ve entered the password correctly including upper and lowercase capitalization.
  3. Older Loop software was unable to connect to certain wi-fi networks. Please ensure you’ve updated your Loop to firmware version 109.07 or newer. You can check which version your Loop has by pressing and holding the volume up button and scroll knob until the Loop settings menu appears. From there, select the option that says ’About’ and look for the “Firmware version” number at the top. If your Loop needs updating you’ll need to either take it to another wi-fi network temporarily, or you’ll need to create a hotspot with your phone to download the firmware update before putting Loop on your home wi-fi network.
  4. If you’ve tried the above and you’re sure your password is correct, try factory resetting your Loop.

Open to the settings menu on your Loop by pressing and holding the volume up button and the scroll knob until you see a menu appear.

Select the option that says 'Factory reset Loop'. Don't worry, this will only reset your Loop but all of your channels and photos can easily be added back to the Loop after you've set it up again.

Please note you’ll need to contact customer support to remove the Loop from your account afterwards so it no longer shows up in your app.

  1. Check to make sure your Loop is still connected to wi-fi. If your Loop is no longer connected you’ll see a ‘no wi-fi connection’ badge at the top right of the screen. Please follow the prior guide above titled “My Loop says no wi-fi connection” to reconnect your Loop.
  2. Check to make sure the channel you’ve added the photo to is enabled on that Loop. You can check this by going to Settings > Channel settings > selecting the channel > confirm that the Loop is toggled on under ’enable channel’.

To restart your Loop press and hold the power button on the bottom of your Loop for 3 seconds - you’ll see a message that your Loop is shutting down. After your Loop has turned off, press the power button once more to turn it back on.

  1. Open to the settings menu on your Loop by pressing and holding the volume up button and the scroll knob until you see a menu appear.
  2. Select the option that says 'Factory reset Loop'. Don't worry, this will only reset your Loop but all of your channels and photos can easily be added back to the Loop after you've set it up again.

Please note you’ll need to contact customer support to remove the Loop from your account afterwards so it no longer shows up in your app.