Legato Frames Support FAQ

You can do it together with us, or on your own.

With us: Every Legato customer gets a free one-on-one onboarding session with our team of product specialists and audiologists. We’ll reach out to schedule a time that works for you.

On your own: Use the Quick Setup Guide card inside the box to download the free Legato app from the App Store or Google Play. Then create your account and follow the setup steps in the app.

Either way, we’re here whenever you need us.

Open the Legato app and follow the pairing steps. Before you start, make sure your Frames are charged and close to your phone, Bluetooth is on, and the light on your Frames is blinking blue.

Try these steps in order:

1. Make sure your Frames are charged, turned on, and near your phone.
2. Close the app completely, then reopen it.
3. Restart your Frames: close the temple arms, wait 5 seconds, then open them again.
4. Turn Bluetooth off and back on.

Still not connecting? Our support team can help.

Your Frames connect to one phone at a time. On your current phone, open the Legato app and select “Forget These Frames.” Then install the Legato app on your new phone and follow the pairing steps.

Legato Frames work with iPhones running iOS 18.0 or later and Android phones running Android 10 or later. You can find your version in your phone’s settings.

Use the volume rocker on the left temple arm, or the Legato app. The app also lets you mute, choose a hearing profile, and adjust left/right balance.

Just open the temple arms to turn them on, and close them to turn them off. There’s no power button to remember.

To mute, press the multi-function button on the right temple arm or use the app. To unmute, press any button on your Frames or use the app.

Try these steps:

1. Restart your Frames: close the temple arms, wait 5 seconds, then open them again.
2. Make sure your Frames are charged, turned on, and not muted.
3. Turn up the volume on your Frames or in the app.
4. Check that your Frames are connected to your phone, and install any available software update.

Still no sound? Contact us and we’ll sort it out.

A few quick adjustments usually help:

1. Try the other hearing profile in the app.
2. Adjust the left/right balance.
3. Turn up the volume, and install any available software update.

Calls are hands-free. When a call comes in, press the multi-function button on the right temple arm to answer, and press it again to hang up. You can also answer and end calls from your phone.

Once your Frames are paired, just play music, podcasts, or anything else on your phone. To pause and return to hearing assistance, press the multi-function button. Hearing assistance pauses while you stream, so the app controls won’t work, but you can still adjust the volume on your Frames. See the pairing guide here.

Use the left/right balance slider on the home screen of the Legato app.

Legato Frames are designed for private, open-ear listening. At high volume in a very quiet room, someone close by may hear a faint sound.

Just mute your Frames and wear them as regular glasses. Muting also helps your battery last longer.

Fold the temple arms and place your Frames upside down on the included charging pad. The magnets will line them up for you. A full charge takes about 150 minutes, and a 30-minute quick charge gives you a boost when you’re short on time. See the charging guide here.

Open the Legato app and look at the battery icon in the upper-left corner:

• Black: more than 20%
• Orange: 5% to 20%
• Red: 5% or less

You’ll also hear a “Battery Low” alert when about an hour of use remains.

Try these steps:

1. Make sure the charging pad is plugged into power.
2. Reposition your Frames until the light on the pad turns amber.
3. Use the included charging pad with a certified USB-C power source.

If the pad flashes red, contact us and we’ll help.

Here’s what the light on your charging pad means:

• Amber: charging
• Green: fully charged, or a software update is complete

For more details, see the Owner’s Guide.

Your Frames should feel comfortably snug, with each speaker opening sitting just above and in front of your ear canal.

Face the person you want to hear, and try both hearing profiles to see which sounds best. Because the Frames are open-ear, they don’t block out surrounding noise.

Your Frames and charging pad are IP54 dust- and splash-resistant, so light splashes are fine. They’re not waterproof, though, so don’t submerge them or wear them in the shower, bath, pool, or during water sports.

Wipe them with the included microfiber cloth or another soft, non-abrasive cloth. Keep your Frames and charging pad dry, and skip water, alcohol, disinfectants, and other cleaning liquids.

Keep the speaker and microphone openings clear. Creams, hair products, perfume, and debris can block them, so a quick check now and then helps.

If you bought your Frames from an eye care provider, reach out to them. If you bought directly from Legato, contact us. Lenses are covered separately from the Legato limited warranty.

When the app shows an update, tap “Install update.” Keep the temple arms open and your Frames close to your phone for the 5 to 10 minutes it takes. Your Frames need at least 20% battery to update.

Keep your Frames near your phone and make sure they have at least 20% battery. Then restart your Frames and the app, and try again. If it still won’t finish, contact us.

Our U.S.-based product specialists and audiologists are here for you, for as long as you own your Frames. Email support@legatohearing.com or call 1-866-4LEGATO (1-866-453-4286), Monday through Friday, 9 AM to 7 PM ET.

Contact our support team and we’ll take it from there. Your one-year limited warranty covers eligible defects in materials or workmanship and may provide repair or replacement. It doesn’t cover loss, misuse, accidents, unauthorized changes, normal wear, or physical-fit issues. Want more coverage? You can purchase an extended warranty within 45 days of your purchase.

If you bought your Frames directly from Legato, you can return them for a full refund within 45 days of delivery. If you bought from another retailer or eye care provider, their return policy applies.