Sony WH-1000XM5 app can't find it: what to do

Sony | Headphones Connect does not detect the WH-1000XM5 during setup.

We could not fully consult the manufacturer's support page for this model; the steps are general and may differ in details.

Most likely causes

usually this

App lacks Bluetooth or location permission

Open your phone settings and go to app permissions for Sony | Headphones Connect.
Enable Bluetooth and location permissions for the app.
Close and reopen the app and try again.

common

Headphones not in the correct state for app detection

Turn the headphones off and on again.
Ensure they are in pairing mode as in the setup steps.
Keep phone and headphones close and retry in the app.

sometimes

App out of date or incompatible with your phone

Check the App Store or Play Store for updates to Sony | Headphones Connect.
Update or reinstall the app and follow the setup again.

Factory reset

Warning: a factory reset erases paired Bluetooth devices and personal settings in the headphones. You will need to pair the headphones again and reconfigure the app.

Turn the headphones off.
Press and hold the power button and the NC (noise cancelling) button at the same time.
Keep both buttons held for about 7–10 seconds until you hear a voice prompt that the headphones have been reset or the indicator reacts.
Turn the headphones on and pair them again with your phone and the Sony app.

Frequently asked

How do I quickly pair WH-1000XM5 with my phone?

Turn on Bluetooth on your phone, hold the headphones' power button to enter pairing mode, select 'WH-1000XM5' in Bluetooth, and open the Sony app for further setup.

Why does the sound drop out during calls?

Check the active Bluetooth connection and that the phone isn't switching audio to another device; restart phone and headphones if needed.

Can the headphones connect to more than one device?

They can remember multiple devices and switch between them, but you may need to select the headphones in your phone's Bluetooth list to make them active.

The app keeps searching — what now?

Allow app permissions for Bluetooth and location, put the headphones in pairing mode, and restart both app and phone before retrying.