FAQs

Do you have questions about your Sontro™ Hearing Aids or otoTune™ app? We’ve got the answers for you here.

Information on Hearing Loss

Do you often feel that others are mumbling or speaking quietly? Do you have difficulty hearing everyday sounds such as the radio or television? Have you found yourself avoiding social situations because it’s difficult to fully hear and comprehend everything taking place? These are just a few warning signs that you may be experiencing hearing loss.

Damage to the inner ear may be caused by persistent, loud noise exposure or aging. 

A gradual buildup of earwax

Ear infections or abnormal bone growth

Tumors

Ruptured eardrum


Before Buying

Only hearing optimally out of one ear can be very disorienting. So for the best experience and the highest quality of life, all Sontro™ Hearing Aids are sold as a set because the brain processes hearing signals from both ears for improved clarity and a more balanced sound.

Even though you may only have hearing loss in one ear, both Sontro Hearing Aids will need to be programmed at the same time to optimize your hearing assessment.  After programming your Sontro Hearing Aids to the OtoTune app, you can then use only the one hearing aid to amplify sound in the ear with hearing impairment.

Traditional hearing amplifiers (Personal Sound Amplification Products or PSAPs) and hearing aids improve our ability to hear. Both instruments amplify sound with similar form and function. Hearing aids are programmed to fit a patient’s specific hearing loss based on a patient’s hearing test results (audiogram). Most PSAPs, on the other hand, can’t be programmed to a patient’s specific hearing loss. PSAPs typically amplify all sounds, but hearing aids only amplify the sounds you need (i.e., make soft sounds louder and keep loud sounds comfortable). In addition, hearing aids are generally not covered by health insurance and can cost on average $4,000 per set. GREAT NEWS… All Sontro Hearing Aids use the otoTune™ mobile app software to determine your specific hearing profile and program the amplification settings to meet your hearing needs. The otoTune software is engineered for performance on mobile phones, using state-of-the-art machine learning (i.e., artificial intelligence) to select which hearing frequency and intensity regions should be tested to determine your hearing profile efficiently and automatically. Your personal results are wirelessly programmed to your Sontro Hearing Aids for further customization. In addition, all Sontro Hearing Aids are Bluetooth-enabled to enhance your listening environment wirelessly using the otoTune app.

While hearing aids can’t restore your hearing to your youth, they can significantly improve hearing for many people. Your satisfaction depends on the severity of your hearing loss. For best results, wear your hearing aids for 21 days (a few hours at a time during the first few days), as it can take your brain that long to adjust to the hearing aids and hearing your own voice.

All Sontro Hearing Aids come with assorted sizes of ear domes to optimize the ideal fit for your ears. Soundwave ships all Sontro Hearing Aids with one size fits most receivers. However, occasionally your ear size may require a longer or shorter receiver to help the ear dome and receiver stay in your ear canal. Should this be the case, call Customer Support (833)-367-Hear (4327) Monday – Friday, 8:00 a.m. – 4:30 p.m., CST for assistance, or email support@ hearsoundwave.com.

Our products are not indicated for use by anyone under 18 years of age.

Yes. Simply check the link on our checkout page to see if you qualify. 

No, you do not need a medical evaluation or prescription before buying hearing aids. Once you purchase Sontro Hearing Aids, we will have you take our 3-minute, patented two-button at-home hearing test on our otoTune app. The otoTune app automatically tests both ears simultaneously with your Sontro Hearing Aids, delivering quick, accurate results. The otoTune app’s results are clinically verified and comparable to professionally administered audiograms. 

Soundwave Hearing accepts most major credit cards and offers financing on our checkout page.

No, we offer a Risk-Free, 45-day Money Back Guarantee. You only pay for shipping if your hearing devices are outside the 1-year warranty period.

Yes!  With Sontro Hearing Aids, you take the 3-minute hearing test on your mobile phone, using the otoTune app software – and it’s fast and easy to use.

Most health insurance plans currently do not cover hearing aids. Soundwave Hearing was created as a lower-cost alternative while providing a high-quality hearing solution.

Some research suggests hearing aids are beneficial for those with tinnitus or “ringing in the ears”.  However, Sontro Hearing Aids currently are not intended to be used only as a treatment for tinnitus.

Soundwave Hearing Aids are designed, engineered, and assembled in the U.S.A. 

The otoTune™ app

Pairing your hearing aids to your mobile phone allows the otoTune app to test your hearing, produce a hearing threshold and program your Soundwave Hearing Aids to your personal amplification settings. You must also have your devices paired with the otoTune app to customize other settings such as the volume, listening mode, and equalizer. This process creates your own unique hearing profile within the otoTune app.

The otoTune app uses Bluetooth to pair with your phone. Therefore, you will need to use a mobile phone that has Bluetooth capabilities. The otoTune app will pair with both Android and iOS smartphones. Android versions 5.0 and iOS versions 11 and higher will pair with Sontro Hearing Aids.

Simply go to either the App Store on your Apple Phone or to the Google Play Store on your Android phone.

Find the otoTune app and download it onto your phone.

Once you have downloaded the otoTune app, follow the following prompts:

1. Login if you already have an account, or Sign up with your email

2. Create a password

3. Enter your first name

4. Enter your last name

5. Enter your birthday

6. Enter your Gender

7. Enter your Address

**Please note if the battery level is low, the pairing process may require new 312 batteries for your Sontro Hearing Aids.

1. Download the otoTune app from the App Store or Google Play Store on your mobile phone.

2. Turn on both hearing aids by ensuring batteries are placed in each hearing aid, and the battery doors are properly closed.

3. Go to the “Device” screen on your otoTune app.

4. Tap on the Left or Right side to connect to the left or right Sontro Hearing Aid.

5. By tapping the app’s left side, you will see a list of available Sontro Hearing Aids.

6. Tap on the Connect button next to the Left Sontro Hearing Aid from the list to connect the left hearing aid.

7. Repeat steps 5 and 6 for the Right hearing aid. Both hearing aids will be connected.

First and foremost, please check with the App Store or Google Play to make sure you have downloaded the latest version of the otoTune app.  .

The otoTune app uses Bluetooth technology to connect to your Sontro Hearing Aid. If it appears that the otoTune app is having difficulty pairing with the Sontro Hearing Aid, hold the button down on the Sontro Hearing Aid for 7 seconds to put it in pairing mode. The otoTune app will now be able to locate the Sontro Hearing Aid.

Other pairing tips:

Make sure your Sontro Hearing Aid is near your mobile phone

Turn the mobile phone off and on again

Close and open the app

Turn the mobile phone Bluetooth off and on again

Turn the Sontro Hearing Aid off and on again by opening and closing the battery door

Double-check that there is not another Sontro Hearing Aid paired with your mobile phone

For IOS users only – Disconnect the hearing aid from the phone by clicking on the device in the Bluetooth setting and then clicking “forget this device.”

 

1. Pair your Sontro Hearing Aid with the otoTune app

2. Find a quiet location to take your 3-minute hearing test

3. When you hear a tone on the left side, press the left button. For a tone heard on the right side, press the right button.

To have the most successful hearing profile set by the otoTune app, we recommend you take the hearing test in a quiet environment. The otoTune app will also estimate the noise level in the room before the test. During the hearing test press the right or left button only when you hear a sound on the corresponding side. If you miss a tone or thought you heard one and/or did not press the button, otoTune will account for this in the results.

Yes, if you think you hear any tone, even a very soft tone,  press the button.

If you only have one Sontro Hearing Aid paired with the otoTune app, you will be able to change the volume on the paired Sontro Hearing Aid only, but you will not be able to take the hearing test.

Not at this time.  Our next generation Sontro Hearing Aids will include rechargeability and Bluetooth streaming capabilities.  We are currently working on these features.

We have a password recovery feature that will email you a link to reset your password.

On the Login screen, press the “I already have an account.” 

Press “I forgot my password.”

On the following screen, fill in your email and request that a new password link be sent to your email.

If you have entered the correct email associated with your account, you will receive an email asking you to click a link and go to a reset password page.

Confirm your email on this page and choose a new password.

Your new password will be associated with your account, and you will be able to use the otoTune app.

If you press the ‘Start Over’ button during the test, tones will stop playing, and you will be returned to the noise level meter screen, where you can return to the control page or start a new test.

No, you do not need to retake the hearing test when you change your receivers or ear domes.

Sontro Hearing Aids can only be controlled by one mobile phone at a time via Bluetooth. So if you want to connect the device to a different phone, you’ll have to unpair the Sontro Hearing Aids with the previous phone and pair it with the new mobile phone.

Yes, the otoTune app displays the battery levels for the Left and Right Sontro Hearing Aids on the Devices page.

Everyday Use

Absolutely. To ensure the most comfortable fit, place your Sontro Hearing Aids behind each ear first before placing your glasses on your head.

It may take up to 21 days to become accustomed to your Sontro Hearing Aids.

Initially, you are going to hear many sounds you haven’t heard in a long time. While this may be disorienting at first, your brain will adjust to the new sounds over time.

Voices may sound too loud, especially your own. Time will allow you to adjust to your new sounds.

A comfortable, familiar and quiet environment is recommended in the early stages of using Sontro Hearing Aids. Once you become more comfortable, you can wear your Sontro Hearing Aids in new listening environments.

If your Sontro Hearing Aids seem uncomfortable at first, wear them for shorter periods the first few days and increase your wear time as you get accustomed to the new sounds from your new Sontro Hearing Aids.

Wearing hearing aids is a significant change to your life. Be patient and give yourself time to adjust. Take breaks as needed, but continue to return to your Sontro Hearing Aids as your experience will become normalized and vastly improve over the 21 days.

Clean your Sontro Hearing Aids with a clean, dry cloth. Do not use any liquids on your hearing aids as this can cause damage. Instead, brush excess wax away with the brush included inside your black zipper case.. 

We recommend changing your ear domes every 3-6 months or sooner, depending on wear and tear.  Refer to the User Manual for specific instructions.  

Your Sontro Hearing Aids have small electrical components inside them. Avoid getting them wet,  leaving them in extreme temperatures, and dropping your hearing aids.

Use the cleaning brush that came with your hearing aids and a clean, dry cloth to gently remove any earwax or other debris from the ear domes and receivers.

You can use a landline phone the same way you would without hearing aids. Your hearing aid microphone sits behind your ear, so placing the receiver to your ear and moving the phone up or down will allow you to find the best position for a clear phone conversation.

Currently, this technology is not available for Sontro Hearing Aids.  Check our website frequently for updates to our technology.

Soundwave ships all Sontro Hearing Aids with one size fits most receivers. However, your ear size may require a longer or shorter receiver to help the ear dome and receiver stay in your ear canal. Should this be the case, call Customer Support (833)-367-Hear (4327) or email support@ hearsoundwave.com, and we will happily help you order the correct size. In addition, Sontro Hearing Aids arrive with a set of different-sized ear domes so you can customize the fit to your ear canal.

Replace the receivers if they cease to function or cannot adequately amplify sound. See the User Manual for proper Receiver replacement instructions.  Please go to our website to order new receivers.

Receiver placement and removal:

1. Place each Sonro Hearing Aid over the corresponding Left and Right ear so the body of the hearing aid is behind the ear.

2. Hold the receiver where it bends and gently place/push the dome into the ear canal. Push the ear dome far enough into the ear canal so that the thin tube lies flush with your head. (check in the mirror)

NOTE: If the receiver does not lie flat against the side of your head, you may need a larger or smaller size. Please contact customer support to exchange the size of your receiver.

3. To remove the hearing device, hold the receiver tube where it bends and remove the ear dome from the ear canal.

Ear dome replacement and removal:

We are all different, and so are the shape & size of our ear canals. Included in your purchase, you will find a package of ear domes in different shapes and sizes.

We recommend you take the otoTune 3-minute hearing test with the Tulip ear domes installed on your hearing aids. 

We suggest you wear your Sontro Hearing Aids for a couple of hours before making a final decision on ear dome fit for everyday use.

Occasionally, people have left and right ear canals that are of different sizes and shapes. If this is the case for you, you may find you need one size in one ear and a different size in the other ear. Use what feels best for you!

To change your ear dome:

1. Firmly grasp the receiver where it bends and pull off the ear dome.  Be careful to hold the ear dome by its base so as to not rip the ear dome when pulling away the receiver.  

2. With a clean, dry cloth, remove any wax build-up from the end of the receiver.

3. Holding the new dome in your hand, place the receiver into the small hole in the middle of the new ear dome.

4. Push firmly to make sure the new dome is attached securely.

No, you do not need to retake the hearing test when you change your receivers or ear domes.

Batteries

The Sontro Hearing aids use a size 312 battery. Replacement batteries are readily available on our affiliate store at hearsoundwave.com.

Most batteries last between 4-6 days depending on usage per day.

Hearing aids will drain the battery when not in use. To ensure longer battery life, open the battery door when you remove your hearing aids from your ears.

If you do not wear your hearing aids for several days, take the batteries out of your Sontro Hearing Aids.

You can see how much battery life is left on your hearing aids on the Devices page of the otoTune app.

Do not leave a dead battery in the hearing aid; change it ASAP.

Remember to keep track of your batteries carefully. They are dangerous if small children or animals swallow them. Should this happen, seek medical attention immediately.

1. Open the battery door by gently pulling down the tab located at the base of your Sontro Hearing Aid.

2. Remove the old battery.

3. Remove the tab on the new battery to activate it.

4. Insert a battery with the positive “+” side facing up.

5. Close the door to turn on your Sontro Hearing Aid.

Troubleshooting

If your hearing aid is not inserted into your ear correctly, you may hear whistling or feedback. You may also experience whistling if there is blockage of wax in the ear canal or if your eardrum is stiff from having a cold.

Clean your hearing aid often with the cleaning brush that was provided in the black zipper case or with a dry cloth.

Check for damage to the receiver tube and ensure it is properly connected to the hearing device.

Reduce the volume on your hearing aid as the volume, if set too high, can cause whistling to occur. If you cannot obtain a good fit, consider a different size ear dome or receiver tube to fit comfortably in your ear. Contact Customer Support if you think you need a different size receiver.

Check that the battery is secure and the battery door is closed correctly.

Moisture, debris, or earwax can cause weak sound in your receiver.

A loose ear dome can also cause weak sound. Remove the ear dome from your ear canal and replace it as instructed in the User Manual with a different size ear dome.

Check that the battery is inserted correctly into the Sontro Hearing Aid battery door and that the battery door is securely closed. Replace the battery if needed.

Make sure the battery contacts are not damaged or corroded.

Moisture, including humidity, water, and sweat, can distort the sound. You can purchase a dehumidifier from our affiliate store at hearsoundwave.com. Also, try lowering the volume of your Sontro Hearing Aids.

Please do not hesitate to contact Soundwave Hearing Customer Support at 833-367-HEAR (4327), Monday – Friday, 8:00 AM – 4:30 PM, CST for further assistance.  We’re here to help you enjoy the sounds of life.

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We do! For any wholesale inquiries, please feel free to get in touch with us, and we can discuss further.