Shop FordBusiness CustomerVans & Pickups
My Ford vehicle | Ford UK>SYNC>Troubleshooting>Why is my phone not connecting to SYNC?

Why is my phone not connecting to SYNC?

If you are experiencing issues connecting (pairing) your cellular device to SYNC®* via Bluetooth, such as your device not always connecting when the vehicle starts or your device disconnecting randomly, follow the troubleshooting tips below.

Troubleshooting Apple Devices

If you are an Apple iOS†† device user, complete the Apple-specific directions in the dropdown below before starting any SYNC generation-specific troubleshooting. 

Apple iOS Device SYNC Reconnection (For All SYNC Generations)

If your device uses Apple iOS, perform the following steps to connect to SYNC.

  1. Turn Bluetooth off and back on with your device.
  2. Restart your device.
  3. Unpair the vehicle's SYNC system on your device.
  4. Unpair your device and any other devices on your SYNC screen.
  5. Restart your vehicle and your device. 
  6. Pair and connect your device via Bluetooth.
  7. Update your device.
  8. Check for available SYNC updates and update your system if needed.

Note: SYNC does not support the Apple Watch.

If issues are still present, proceed to the Troubleshooting Phone Connection Issues section.

Troubleshooting Phone Connection Issues

Select your SYNC generation from the drop-down options below for possible solutions to your Bluetooth connection issues.

Note: If you need assistance determining the generation of your SYNC system, select the first drop-down option. 

Identifying Your SYNC Generation

Two resources to help you identify your vehicle's SYNC generation are the:

  • Upgrading SYNC software Either:
    • Enter your Vehicle Identification Number (VIN) and select Check for update.

    • Log in with your Ford credentials, choose a vehicle from your garage, and select Check for updates.

      Note: Your SYNC generation will appear on the right-hand side of the page.

SYNC 4A and SYNC 4

Perform the following troubleshooting steps in order. Check after each step to see if the issue has been resolved.

  1. Turn the Bluetooth off and on with your device.
  2. Connect your device via Bluetooth from the vehicle's SYNC menu. If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 
  3. Perform a module reset.
  4. Perform a key cycle.

  5. Delete your device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands
    1. Tap Settings or the Home icon (varies by software version) on your vehicle's SYNC screen.
    2. Choose Phone List. 
    3. Select your phone. 
    4. Press the Delete icon (trash can).
    5. Choose Yes. 
    1. Press the Voice button. SYNC will ask for a command.
    2. Say: "Delete <Name of Phone>." The screen will prompt for confirmation to delete.
    3. Tap Delete.

     

  6. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    Apple
    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to "SYNC."
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 
    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small icon next to "SYNC."

      Note: The icon location varies by device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to your device's manual for instructions.

     

  7. Pair your phone with SYNC.
  8. Delete your device from within the SYNC menu.
  9. Delete SYNC from your device's Bluetooth menu. Refer to your device's manual for instructions.
  10. Perform a reverse pairing of your phone if the SYNC system allows it.

  11. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer
    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the "Apple logo".
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds, until you see the Apple logo.
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds, until you see the Apple logo.
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, then replace it and start your phone.
    Non-iPhones without a Removable Battery

    Refer to your device's manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  12. Check for available SYNC updates and update your system if needed.

If you are still experiencing an issue after completing the above troubleshooting, contact your preferred Ford Dealer. 

SYNC 4

Perform the following troubleshooting steps in order. Check after each step to see if the issue has been resolved.

  1. Turn the Bluetooth off and on from your device.
  2. Connect your device via Bluetooth from the vehicle's SYNC menu. If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 
  3. Perform a module reset.
  4. Perform a key cycle.

  5. Delete your device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands
    1. Select Settings. 
    2. Tap Phone List. 
    3. Choose your phone. 
    4. Press the Delete icon (trash can).
    5. Select Yes. 
    1. Press the Voice button. SYNC will ask for a command.
    2. Say: "Delete <Name of Phone>." The screen will prompt for confirmation to delete.
    3. Tap Delete.

     

  6. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    Apple
    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to "SYNC."
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 
    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small icon next to "SYNC."

      Note: The icon location varies by device.  

    4. Choose Unpair or Delete. 
    All Other Devices Refer to your device's manual for instructions.

     

  7. Pair your phone with SYNC.
  8. Delete your device from within the SYNC menu.
  9. Delete SYNC from your device's Bluetooth menu. Refer to your device's manual for instructions.
  10. Perform a reverse pairing if the SYNC system allows it.

  11. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer
    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the Apple logo.
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds, until you see the Apple logo.
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds, until you see the Apple logo.
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, then replace it and start your phone.
    Non-iPhones without a Removable Battery

    Refer to the device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  12. Check for available SYNC updates and update your system if needed.

If you are still experiencing an issue after completing the above troubleshooting, contact your preferred Ford Dealer. 

SYNC 3

Perform the following troubleshooting steps in order. Check after each step to see if the issue has been resolved.

  1. Turn the Bluetooth off and on from your device.
  2. Connect your device via Bluetooth from the vehicle's SYNC menu. If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 
  3. Perform a module Reset.
  4. Perform a key cycle.

  5. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands
    1. Select Settings. 
    2. Tap Bluetooth. 
    3. Choose View Devices. 
    4. Select the phone.
    5. Press Delete. 
    1. Press the Voice button. SYNC will ask for a command.
    2. Say: "Delete <Name of Phone>." The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  6. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    Apple
    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to "SYNC."
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 
    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small icon next to "SYNC." 

      Note: The icon location varies by device.  

    4. Choose Unpair or Delete. 
    All Other Devices Refer to your device's manual for instructions.

     

  7. Pair your phone with SYNC.
  8. Delete your device from within the SYNC menu.
  9. Delete SYNC from your device's Bluetooth menu. Refer to your device's manual for instructions.
  10. Perform a reverse pairing if the SYNC system allows it.

  11. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer
    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the Apple logo.
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds, until you see the Apple logo.
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds, until you see the Apple logo.
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to your device's manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  12. Check for available SYNC updates and update your system if needed.

If you are still experiencing an issue after completing the above troubleshooting, contact your preferred Ford Dealer. 

SYNC 2

Perform the following troubleshooting steps in order. Check after each step to see if the issue has been resolved.

  1. Turn the Bluetooth off and on with your device.
  2. Connect your device via Bluetooth from the vehicle's SYNC menu. If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 
  3. Perform a module reset.
  4. Perform a master reset.
  5. Perform a key cycle.

  6. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands
    1. Tap the Gears icon. 
    2. Select Settings. 
    3. Tap Phone. 
    4. Press Bluetooth. 
    5. Select the phone.
    6. Choose Delete. 
    1. Press the Voice button. SYNC will ask for a command.
    2. Say: "Delete <Name of Phone>." The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  7. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    Apple
    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to "SYNC."
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 
    1. Tap Settings.
    2. Select Bluetooth. 

    3. Press the small icon next to "SYNC." 

      Note: The icon will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to your device's manual for instructions.

     

  8. Pair your phone with SYNC.
  9. Delete your device from within the SYNC menu.
  10. Delete SYNC from your device's Bluetooth menu. Refer to your device's manual for instructions.
  11. Perform a reverse pairing if the SYNC system allows it.

  12. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer
    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the Apple logo.
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds, until you see the Apple logo.
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds, until you see the Apple logo.
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to your device's manual for instructions.

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  13. Check for available SYNC updates and update your system if needed.

If you are still experiencing an issue after completing the above troubleshooting, contact your preferred Ford Dealer. 

SYNC Generation (Gen) 1.1

Perform the following troubleshooting steps in order. Check after each step to see if the issue has been resolved.

  1. Turn the Bluetooth off and on with your device.
  2. Connect your device via Bluetooth from the vehicle's SYNC menu. If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 
  3. Perform a module reset.
  4. Perform a key cycle.

  5. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands
    1. Tap Phone. 
    2. Choose BT Devices. 
    3. Select the phone.
    4. Press Delete. 
    1. Press the Voice button. SYNC will ask for a command.
    2. Say: "Delete <Name of Phone>." The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  6. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    Apple
    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to "SYNC."
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 
    1. Tap Settings.
    2. Select Bluetooth. 

    3. Press the small icon next to "SYNC." 

      Note: The icon will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to your device's manual for instructions.

     

  7. Pair your phone with SYNC.
  8. Delete your device from within the SYNC menu.
  9. Delete SYNC from your device's Bluetooth menu. Refer to your device's manual for instructions.
  10. Perform a reverse pairing if the SYNC system allows it.

  11. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer
    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the Apple logo.
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds, until you see the Apple logo.
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds, until you see the Apple logo.
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to your device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  12. Check for available SYNC updates and update your system if needed.

If you are still experiencing an issue after completing the above troubleshooting, contact your preferred Ford Dealer. 

SYNC Gen 1

Perform the following troubleshooting steps in order. Check after each step to see if the issue has been resolved.

  1. Turn the Bluetooth off and on with your device.
  2. Connect your device via Bluetooth from the vehicle's SYNC menu. If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 
  3. Perform a module reset.
  4. Perform a master reset.
  5. Perform a key cycle.

  6. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands
    1. Tap Phone. 
    2. Select Return.
    3. Press Bluetooth.  
    4. Choose Delete. 
    5. Select either All for all phones or the phone you wish to delete. 
    1. Press the Voice button. SYNC will ask for a command.
    2. Say: "Delete <Name of Phone>." The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  7. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    Apple
    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to "SYNC."
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 
    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small icon next to "SYNC."

      Note: The icon will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to your device's manual for instructions.

     

  8. Pair your phone with SYNC.
  9. Delete your device from within the SYNC menu.
  10. Delete SYNC from your device's Bluetooth menu. Refer to your device's manual for instructions.
  11. Perform a reverse pairing if the SYNC system allows it.

  12. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer
    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the Apple logo.
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds, until you see the Apple logo.
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds, until you see the Apple logo.
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to your device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  13. Check for available SYNC updates and update your system if needed.

If you are still experiencing an issue after completing the above troubleshooting, contact your preferred Ford Dealer. 

Additional Information

How do I pair my Phone with SYNC?

*Don’t drive while distracted. Use voice-operated systems when possible; don’t use handheld devices while driving. Some features may be locked out while the vehicle is in gear. Not all features are compatible with all phones.

**The Bluetooth word mark is a trademark of the Bluetooth SIG, Inc. 

†Android Auto is a trademark of Google LLC.

††iApple CarPlay, iOS, and iPhone are service marks of Apple Inc., registered in the U.S. and other countries.

Ford.co.uk uses cookies and similar technologies on this website to improve your online experience and to show tailored advertising to you.

You can manage cookies at any time on the Manage Cookie Settings page but this may limit or prevent use of certain features on the website.

Please see the website Privacy and Cookie Policy for further information.