Sony WH-1000XM5 won't pair: what to do

Phone does not see WH-1000XM5 or connection fails; audio does not switch to the headphones.

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

Headphones still connected to another device

Turn off Bluetooth or power on other devices that may be connected.
If possible, 'forget' WH-1000XM5 on those devices in their Bluetooth settings.
Try pairing again following the setup steps.

usually this

Headphones not in pairing mode

Turn the headphones off and on again.
Press and hold the power button until the pairing voice prompt is heard.
Search again on your phone and select WH-1000XM5.

common

Phone's Bluetooth is unstable or needs reboot

Turn Bluetooth off and on again on your phone.
Restart your phone and attempt pairing again.

sometimes

Interference or too much distance

Move the phone and headphones closer together (1–2 metres).
Temporarily move away from busy Wi‑Fi routers or other strong wireless devices during pairing.
Try pairing 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.