Troubleshooting

Most snags have a quick fix. Find yours below. If none of them helps, write to us: the last section says how.

My jumps aren’t counted

• Check that your headphones count jumps: AirPods Pro, AirPods (3rd generation or later), AirPods Max, or Powerbeats and other Beats with head tracking. Other headphones show Counting unavailable. See compatible headphones.
• Wear them and wait for Ready on the setup screen. Start session stays dimmed until then.
• If the card reads Motion access is off, tap Open Settings and turn on Motion & Fitness. See Allow motion access.
• Jumps count during work only. The countdown, rests and pauses ignore them.

The count is too high or too low

Counting sensitivity, in Settings › Sensors, has three levels:

• Jumps go uncounted: try High. It catches softer bounces.
• Extra jumps get counted: try Low. It ignores more movement.

A change applies from your next session. A lone small hop never counts, and a new run shows its first jump when the second one lands. See Counting sensitivity.

Still off? Send us the session.

The session paused by itself

• Counting paused: your headphones stopped sending motion for 3 s, or disconnected. Put them back in, wait for the notice to clear, then tap Resume. See When your headphones disconnect.
• Session paused, after you left the app: before iOS 26, or without Apple Health, a session pauses as soon as you leave it. On iOS 26 or later, connect Apple Health and your session keeps counting with the iPhone locked. See Off screen and on the Lock Screen.

The session stopped when I closed the app

Swiping the app away in the app switcher stops the session, and it isn’t kept. To leave the app mid-session, lock the iPhone or switch apps instead. See Closing the app.

Send us a session that went wrong

When a count looks off, or a session paused or stopped on its own, send it to us. We replay its motion jump by jump to find what happened.

• Open the session in Progress › Sessions and tap Report a problem, at the bottom.
• Or open Settings › Diagnostics. It lists your last five headphone sessions, those that counted nothing and never reached Sessions included.

Say what happened and about how many jumps you did, if you know (both are optional), then tap Send report. The app shows a code, like JR-7F3K2Q: tap Email me to tell us more, or Copy code.

A report holds the motion your headphones recorded during that session, its timeline, its settings, and the app and iPhone details. The app keeps that motion for your last five headphone sessions, on your iPhone only. A session counted on Apple Watch, or older than those five, sends what Sessions keeps: when each jump landed, the plan and the settings. See Session reports.

My heart-rate strap won’t connect

• Wet the electrodes and put the strap on. Most straps sleep until they touch skin.
• Searching: the strap isn’t awake yet. Put it on and it connects on its own.
• No contact: the strap is connected but can’t feel your skin. Wet the electrodes again and snug the strap.
• Bluetooth is off: turn Bluetooth on in Control Center.
• Bluetooth access is off: tap Open Settings and turn on Bluetooth for the app.

Your Apple Watch needs its own pairing, even for a strap your iPhone already knows. See Pair a strap and Heart rate on the Watch.

BPM shows “—”

BPM shows “—” when no strap is paired, or when no beat has arrived for 10 seconds. The session goes on either way, and BPM comes back as soon as the strap reads again. Check that it still touches your skin. On the iPhone, heart rate always comes from a strap. On the Watch, the Watch’s own sensor reads it when no strap does, once you allow Apple Health.

Calories show “—”

The app needs your weight. Open Settings › Profile, tap Weight, then save your weight or take it from Apple Health. See Add your weight.

On the Apple Watch, calories come from the Watch’s own workout, which needs Apple Health: allow it the first time the Watch asks.

I can’t hear the voice

• Open Settings › Session settings and check that Voice cues is on.
• The voice is never louder than your device: turn up its volume, then check the Volume slider.
• Each announcement has its own switch. If one stays quiet, check it under Announcements. See What the voice says.
• Trips never speak: the screen shows them.

My session isn’t in Apple Health

The summary says why, in one line:

• Not saved to Health: Apple Health isn’t connected. Tap Connect beside the line, and the session is saved once you allow it.
• Health saving turned off: turn on the Apple Health switch in Settings › Profile.
• Health access turned off: Apple Health doesn’t let the app save workouts. Allow it in the Settings app, under Privacy & Security › Health › JRProtocol.

Sessions with no jumps aren’t saved to Apple Health. A session on Apple Watch is saved by the Watch, and its summary says so, or why not. See Connect Apple Health.

Nothing shows on the Lock Screen

The Lock Screen shows a session only if you allowed the app’s Live Activities. Turn them back on in the Settings app, on the app’s page, under Live Activities. See Allow Live Activities.

I don’t get my reminders

• Open Settings › Goal: check that Reminders is on, today is picked, and the time hasn’t passed.
• iOS must let the app send notifications. If the page says they’re off, tap Open Settings. They’re also in the Settings app, under Notifications › JRProtocol. A Focus can hold them back too.
• No reminder comes once the week’s goal is met, on a day you already jumped, during a session, or while the app is open.
• After two weeks without opening the app, the reminders stop. Open it once and they’re planned again.
• A session from your Apple Watch reaches the reminders when the app opens on your iPhone, so that day’s reminder can still come.

See Weekly goal and reminders.

My Watch session isn’t on my iPhone

The Watch sends each session to your iPhone when the two can talk: keep your iPhone nearby and open the app on it. The Watch’s summary says Sending to iPhone… while the session is on its way, and Sent to iPhone once your iPhone has it. Not synced to iPhone means it hasn’t left yet: the Watch keeps it and tries again. A session that counted no jumps is kept nowhere. See After a session.

My sessions aren’t on my other device

Both devices need the same Apple Account signed in to iCloud, and the app up to date. In the app, the iCloud row in Settings says where sync stands. Not signed in to iCloud means that device keeps everything to itself, and iCloud storage is full means nothing new goes up until you free some space. Open the app on both devices and give a new session a moment to arrive. See iCloud sync.

My Apple Watch shows a lock

On the Watch, every session except Free Jump needs Pro. Buy Pro on your iPhone, then bring the Watch app to the front: it checks the same Apple Account, and your iPhone tells it too. See Apple Watch.

Pro isn’t unlocked on my new iPhone

Pro belongs to your Apple Account. Open Settings › Pro and tap Restore purchase. If the page says No Pro purchase was found for this Apple Account., check that the App Store is signed in with the Apple Account that bought Pro. See Restore Pro.

A link from your AI doesn’t open

• Open the link on the iPhone that has the app. If it opens in a browser, tap Open in Jump Rope Protocol. On a computer, scan the QR code with your iPhone’s camera.
• If a session is running, the link waits until it ends.
• Without Pro, the Pro page opens first.

If the app says This link didn’t open, its reason tells you what to do:

The app says	What to do
The link is cut short or damaged.	Ask for the link again.
This program is larger than the app takes.	Ask for fewer weeks or sessions.
This link needs a newer version of Jump Rope Protocol.	Update the app, then open the link again.
This program has no session.	Ask your assistant for a new link.

See Connect your AI.

I want a refund

Purchases go through Apple. Ask for a refund at reportaproblem.apple.com. Your sessions, ropes and workouts stay: see Refunds.

Still stuck?

Write to support@jumpropeprotocol.app. Every message gets read. About a session that went wrong? Send it from the app and put its code in your message.