App cannot open or crashes after installation

Issue

After installing the Even Realities app, the app cannot open properly or crashes immediately after launch.

Before You Start

Make sure your phone is supported.

iPhone requires iOS 16 or later
Android phone requires Android 11 or later

The current version does not support HarmonyOS Next and is not optimized for foldable phones.

Troubleshooting

Update the Even Realities app to the latest version.
Confirm that your phone is running a supported version of iOS or Android.
If you are using a foldable phone or HarmonyOS Next device, the app may not work as expected.

Still Need Help?

If the issue persists, please contact us and provide the following information:

App version
Phone model
OS version
A photo or short video showing the issue

Not receiving the verification code email

Issue

When registering an Even Realities account or resetting your password, you may not receive the verification code email after multiple attempts.

Troubleshooting

If you are using a company or school email address, try a personal email address instead. Corporate and school email systems may block automated emails.
Search your mailbox for “Even Realities.”
Check your Spam, Promotions, Subscriptions, or other filtered folders.
Make sure your mailbox storage is not full.
Review your email settings and confirm that:
- “Even Realities” is not blocked
- No filter rules are hiding or deleting the email
- Non-contact blocking or keyword filtering is not enabled for this message

Still Need Help?

If the issue persists, please contact us and provide the following information:

The email address you used for registration

As a temporary workaround, you can also try registering with a different email address.

Firmware update failed

Issue

The firmware update fails and repeated attempts do not work.

Before You Start

Please keep your phone close to the glasses during the update, and keep the Even app open in the foreground.

Troubleshooting

Update the Even app to the latest version.
Retry the firmware update while keeping the phone near the device.
Restart your phone and try again.
If you are using G2, restart the glasses and try again.

How to restart the glasses

Option 1: Restart with the charging case

Put the glasses into the charging case and make sure the charging contacts connect properly.
Prepare the charging cable with power connected.
Within 7 seconds, plug and unplug the charging cable 3 times quickly.
Remove the glasses and reconnect them.

Option 2: Restart with touch controls

Double-tap the TouchPad to wake the glasses.
Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:
Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs
A photo or short video showing the issue

G2 firmware update stops at 50%

Issue

The firmware update repeatedly fails at 50%, and one side may shut down after reaching 50%.

Why this happens

This usually means only one temple completed the update successfully.

Troubleshooting

Restart the glasses.
Try the firmware update again.

How to restart the glasses

Option 1: Restart with the charging case

Put the glasses into the charging case and make sure the charging contacts connect properly.
Prepare the charging cable with power connected.
Within 7 seconds, plug and unplug the charging cable 3 times quickly.
Remove the glasses and reconnect them.

Option 2: Restart with touch controls

Double-tap the TouchPad to wake the glasses.
Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:
Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

Device serial number (SN)
Even app account
The date and time when the issue occurred
App logs
A photo or short video showing the issue

The app login screen is frozen

Issue

When opening the app login page, the screen may freeze or display incorrectly. You may be unable to select a country or tap any options.

Why this happens

If your phone’s system text size is set too large, some content on the login page may be pushed out of view.

Troubleshooting

If you are using a foldable phone, fold it into narrow-screen mode and try again.
Reduce the system text size in your phone settings.
Restart the app after adjusting the text size.
Update the app to the latest version. Some page layout issues were improved in version 2.0.8 and later.

Still Need Help?

If the issue persists, please contact us and provide the following information:

App version
Phone model
OS version
A screenshot or short video showing the issue

Notifications are not showing on the glasses

Issue

Notifications from a specific app are not appearing on the glasses.

Troubleshooting

Make sure notification permission is enabled for the Even app in your phone settings.
In the Even app, check that:
- Notifications are enabled
- The specific app is enabled for notifications
- “Auto display” is enabled
If these settings are already enabled, turn them off and then on again.
Make sure the notification appears normally in your phone’s notification panel.
Restart the glasses and try again.
If you recently changed phones or glasses, an older device may still be reconnecting and interfering with Bluetooth. Restart the old device or move it away from the current setup.

How to restart the glasses

Option 1: Restart with the charging case

Put the glasses into the charging case and make sure the charging contacts connect properly.
Prepare the charging cable with power connected.
Within 7 seconds, plug and unplug the charging cable 3 times quickly.
Remove the glasses and reconnect them.

Option 2: Restart with touch controls

Double-tap the TouchPad to wake the glasses.
Quickly tap both temples more than 5 times each, but fewer than 10 times.

Still Need Help?

If the issue persists, please contact us and provide the following information:

Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs
A photo or short video showing the issue

Teleprompter is not working properly

Issue

While using Teleprompter, the script may freeze, skip lines, stop unexpectedly, fail to recognize part of the text, or fail to continue after pausing.

Troubleshooting

Check whether the issue happens every time with the same file or only occasionally.
Note the exact position where the issue happens.
If possible, test another script file and compare the result.

Still Need Help?

If the issue persists, please contact us and provide the following information:

The original teleprompter script file
App version
Firmware version
Device serial number (SN)
Even app account
The date and time when the issue occurred, including time zone
App logs
Photos showing the issue

“Dictation required” appears in Teleprompter AI mode

Issue

When you start Teleprompter in AI mode, the app shows “Dictation required.”

Before You Start

This issue only affects iPhone users.

Troubleshooting

Go to iOS Settings > Apps > Even App > Speech Recognition and make sure Speech Recognition is enabled.
Go to iOS Settings > General > Keyboard and make sure Enable Dictation is turned on.
Check the selected dictation language.
Test whether iPhone dictation or Siri works normally on your phone.
Check the language used in your teleprompter document.
If possible, test with an English document.

Still Need Help?

If the issue persists, please contact us and provide the following information:

Device serial number (SN)
Even app account
iPhone model
iOS version
The date and time when the issue occurred
App logs
Screenshots of the relevant iOS permission settings

Extra blank space appears at line breaks in Teleprompter

Issue

When using text with long words, extra blank space may appear at the end of a line in the app or on the glasses.

Current Status

This is a known issue in versions earlier than 2.0.8 and will be improved in a future release.

Still Need Help?

If the issue persists, please contact us and provide the following information:

App version
Firmware version
Device serial number (SN)
Even app account
The date and time when the issue occurred
App logs
Photos showing the issue
The original teleprompter script

Text is cut off on the right side in Teleprompter

Issue

Part of the text may be cut off on the right side of the G2 display during Teleprompter use.

Troubleshooting

Update the app to the latest version.
This issue was fixed in version 2.0.9. If you are using an earlier version, please update.

Still Need Help?

If the issue persists, please contact us and provide the following information:

App version
Firmware version
Device serial number (SN)
Even app account
The date and time when the issue occurred
App logs
Photos showing the issue
The original teleprompter script

Even AI wakes up without saying “Hey Even”

Issue

Even AI may wake up automatically even when you did not say “Hey Even.”

Why this happens

In some environments, overlapping background sounds may resemble the wake phrase and trigger Even AI by mistake.

Troubleshooting

If this only happens occasionally, it is usually caused by environmental noise.
If false wake-ups happen too often, go to the app and turn off “Hey Even” in Even AI Settings.

Still Need Help?

If the issue persists, please contact us and provide the following information:

Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs

Even AI does not wake up after saying “Hey Even”

Issue

You say “Hey Even,” but Even AI does not respond.

Troubleshooting

Go to the app and make sure “Hey Even” is enabled in Even AI Settings.

Still Need Help?

If the issue persists, please contact us and provide the following information:

A recording or video of you saying “Hey Even”
Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs

Even AI shows “Server Error”

Issue

Even AI wakes up successfully, but the app shows “Server Error.”

Troubleshooting

Check whether the error happens occasionally or continuously.
If it only happens occasionally, check whether your Wi-Fi or mobile network is stable.
If it continues for a period of time, please collect the information below and contact us.

Still Need Help?

If the issue persists, please contact us and provide the following information:

Country or region
Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs

Even AI speech recognition is inaccurate

Issue

Even AI wakes up and listens, but the recognized text does not match what you said.

Troubleshooting

Go to the app and check whether “Speech language” is set to the correct language in Even AI Settings.

Still Need Help?

If the issue persists, please contact us and provide the following information:

A video of the voice interaction with clear audio
A screenshot or recording showing the final recognized text in the app
Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs

Even AI gives irrelevant or incorrect answers

Issue

Even AI responds with an answer that does not match your question or misunderstands what you asked.

Troubleshooting

Check whether the recognized question text shown in the app is correct.
If the recognized text is incorrect, make sure “Speech language” is set correctly in Even AI Settings.
If the recognized text is correct but the answer is still wrong, please contact us with the information below.

Still Need Help?

If the issue persists, please contact us and provide the following information:

A full screenshot showing both your question and the AI response
Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs

“Auto Detect” does not identify the spoken language correctly

Issue

When the input language is set to “Auto Detect,” the recognized text may contain many errors or may not match the language being spoken.

Troubleshooting

Confirm which language was actually being spoken.
Change the input language from “Auto Detect” to the specific language being spoken.
Manual language selection usually improves accuracy, especially for languages with similar pronunciation patterns.

Still Need Help?

If the issue persists, please contact us and provide the following information:

Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs
A short sample showing the problem

No translation appears on the glasses

Issue

After turning on translation, no translated text appears on the glasses.

Troubleshooting

Check whether the Even app shows both the original text and the translation normally.
If the app shows translation but the glasses do not:
- The glasses only show the selected translation direction
- Some languages, such as Arabic, Bengali, or Hindi, may not display on the glasses because the current font library does not support them yet
If the app also does not show translation correctly:
- Exit translation mode and try again
- Restart the app and try again
- In Translation Settings, switch between Glasses Mic and Phone Mic

Still Need Help?

If the issue persists, please contact us and provide the following information:

Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs

Navigation is stuck on direction calibration

Issue

When starting navigation, the app stays on the direction calibration step and does not continue.

Why this happens

This is usually caused by magnetic interference affecting the device’s internal sensor.

Troubleshooting

Wear the glasses and move your head in a full circle.
You can also trace a horizontal figure-eight motion with your head for a few seconds.
Continue until the calibration prompt disappears.

Still Need Help?

If the issue persists, please contact us and provide the following information:

A screenshot of the issue
App version
Firmware version
Device serial number (SN)
Even app account
The date and time when the issue occurred
App logs

Navigation map does not load

Issue

The map screen does not load after entering navigation.

Troubleshooting

Check whether your phone’s network connection is working normally.
Turn Bluetooth off and back on again in your phone settings.
Reconnect your G2 and try loading navigation again.

Still Need Help?

If the issue persists, please contact us and provide the following information:

A screenshot of the issue
App version
Firmware version
Device serial number (SN)
Even app account
The date and time when the issue occurred
App logs

Navigation route or position is inaccurate

Issue

The route or position shown in navigation may appear inaccurate.

Troubleshooting

Take a screenshot showing the route or position issue.

Additional Information

Map accuracy may vary by region depending on the underlying map data provider. We are continuing to improve the navigation experience.

Still Need Help?

If the issue persists, please contact us and provide the following information:

A screenshot of the issue
App version
Firmware version
Device serial number (SN)
Even app account
The date and time when the issue occurred
App logs

The navigation map stops updating

Issue

During navigation, the map screen may stop updating when the phone is locked or when the app runs in the background.

Troubleshooting

Confirm whether this only happens when the phone is locked or when the app is in the background.

Additional Information

Because of limitations in the underlying map service, real-time map rendering may not refresh while the phone is locked or the app is in the background. However, key navigation data on the glasses, such as direction, distance, and remaining time, will continue to update normally.

Still Need Help?

If the issue persists, please contact us and provide the following information:

A screenshot or short video showing the issue
Device serial number (SN)
Even app account
Phone model
OS version
The date and time when the issue occurred
App logs