Sesame not working? Sesame disconnected from your phone? Or experiencing other problems with Sesame?
Here are the troubleshooting steps we recommend you try first:
1) Force quit and restart the Sesame app
2) Toggle your Bluetooth on and off
3) If you are an iOS user, clear the Bluetooth cache by going to the Bluetooth Menu, selecting your Sesame, clicking "Forget This Device", then return to your app and allow your phone to pair with Sesame again
4) Reinstall the Sesame app
5) Restart your phone
6) Remove and replace the batteries, or replace with new batteries if the current ones are low. Here's a video showing how: How to Change the Batteries in a Sesame
7) Unregister and re-register your Sesame. If you are an iOS user, you will need to clear the Bluetooth cache by selecting "Forget This Device" in the Bluetooth menu. Here's a tutorial for how to do so: How do I remove/unregister Sesame from my app? Then, manually reset your Sesame: How do I reset my Sesame manually? Once you've reset your Sesame, you'll be able to add your Sesame again and set it up like new. Please note you will need to re-add any guests or managers.
8) If your Sesame has gotten stuck and doesn't move smoothly, realign the gears with this video: How to fix your Sesame
You can also check out the CANDY HOUSE Forum (sign in with your Sesame account email and password!) to see if anyone's experienced similar issues and what their solution was.
If you're still experiencing issues after trying the steps above, please email sesame@candyhouse.co with the following information:
1) Order number
2) Device, OS version, and Sesame app version
3) Email address associated with your Sesame account
4) A video showing Sesame malfunction (please provide a link if your file is over 15 MB)
5) Screenshots of your app during malfunction
6) Any additional information on the nature of the malfunction you feel would be relevant, and what troubleshooting steps you've attempted
We'll do our best to help troubleshoot the issue and get your Sesame working again. If we determine your Sesame to be defective, we would be happy to arrange a replacement under our 1-year warranty policy.