Pairing is a short, one-time process, which means most errors are easy to isolate. Here are the most common causes.
The code expired
The QR code and six-character backup code are both time-limited for security. If either was generated a while before scanning, close and reopen the pairing screen on the child device for a fresh code, then try again immediately.
The camera cannot read the code
Screen glare, low brightness on the child device, or distance from the camera are the usual causes. Increase the child device’s screen brightness, hold the parent phone steady at a normal reading distance, and use the six-character manual code as a fallback if scanning keeps failing.
A connection already exists
If a device was previously paired and disconnected, an old connection record can occasionally still be attached to the account. Confirm the device shows as fully disconnected in Settings before attempting to pair again, and contact support if the error persists after that — this is the one case that may need a manual fix on the account.
No network connection
Pairing needs both devices online at the same time to confirm the connection. Check Wi-Fi or mobile data on both phones before retrying.