When a Toniebox is not connecting to WiFi, the problem is usually the network type, the setup handoff, or a saved connection that needs replacing. Toniebox 1, Toniebox 2, and Toniebox Lite do not use identical setup steps, so start with the fix that matches your model. Most connection problems clear once the box is on a supported network, the app flow is restarted properly, or the old connection is replaced.
Check the Wi-Fi your Toniebox can use
Toniebox 1 most often fails because it is being pointed at a 5GHz-only network, an open network with no password, or a public network that opens a login page first.
Use a 2.4GHz Wi-Fi network with WPA2 or WPA security. If your router combines 2.4GHz and 5GHz under one Wi-Fi name, separate the connections in your router app or router web page, then connect Toniebox 1 to the 2.4GHz network.
Restart the router by unplugging its power for 10 to 15 seconds. Plug it back in, wait for Wi-Fi to return, then retry Toniebox setup.
Do not use WEP, and do not use WPA2 Enterprise for Toniebox. For Toniebox 2, use 2.4GHz on channels 1 through 11 in the US, channels 1 through 13 in the EU, or 5GHz on channels 36, 40, 44, or 48. If 802.11r fast hand-off or AP roaming is enabled, turn it off or use a hotspot or another network.
Start the right setup flow
Use this when setup never finished, you changed phones, or the Toniebox was not added to your account properly. Install or update the official tonies app first, then log in before starting setup.
For Toniebox 2, plug it in with the included USB-C cable. Open the tonies app and start setup when prompted, or go to Collection and tap the + next to Tonieboxes.
For Toniebox Lite, plug it in with a compatible USB-C cable. Open the tonies app, tap Mine, tap the + next to Tonieboxes, and follow the in-app setup.
For Toniebox 1 on the web, go to my.tonies.com/setup and click I want to begin. Choose Sign Up Now or Log In Now, click I want to begin!, enter the 8 digit Toniebox ID, click Great, go ahead, name the box, and click Onwards!.
Place Toniebox 1 on the charger. Pinch both ears for about 5 seconds until the LED flashes blue, wait for the second audio chime, click Then get started!, connect your phone or computer to Toniebox-####, return to the page, click Continue, choose your 2.4GHz Wi-Fi network, enter the password, and click Connect Toniebox.
Reconnect Toniebox 1 to new Wi-Fi
A Toniebox 1 that worked before may only need its saved Wi-Fi changed. That usually happens after replacing a router, renaming your network, changing the Wi-Fi password, or moving the box to another home.
In the iPhone app, open Collection, tap the Toniebox header, tap the Toniebox image, and tap the WiFi icon. Tap Continue, squeeze both ears for about 5 seconds until the LED flashes blue, tap Blue LED, wait for Discovering, tap Set Up, tap Continue in App, choose the new Wi-Fi network, enter the password, and tap Continue.
On Android, open Collection, tap the Toniebox header, tap the Toniebox image, and tap the WiFi icon. Tap Continue, place the Toniebox on the charger, pinch both ears for about 5 seconds until the first chime, wait about 20 seconds for the second chime and slowly pulsing blue LED, tap Blue Pulsing LED, tap Connect or Allow when prompted, choose the new Wi-Fi network, enter the password, and tap Continue.
You can also use my.tonies.com/wifi in a browser. Enter the Toniebox ID, click Great, go ahead, turn on the Toniebox, squeeze both ears until the LED flashes blue, wait for the second chime, click Then get started!, connect your device to Toniebox-####, return to the page, click Continue, choose the new 2.4GHz Wi-Fi network, enter the password, and click Connect Toniebox.
If this method fails, toggle Wi-Fi off and back on on your phone or computer, then repeat the connection from a different phone, tablet, or computer.
Change Wi-Fi on Toniebox 2 or Lite
Toniebox 2 and Toniebox Lite can store up to six Wi-Fi networks, so you can add another network on Toniebox 2 or Toniebox Lite instead of fully resetting the box.
Open the tonies app and tap Connect Toniebox. You can also open Settings in the top right corner, scroll down, tap Connect to another Wi-Fi, and follow the on-screen instructions.
If Toniebox 2 says the password is wrong, enter it again exactly, including capitalization. If the same message returns, set up the Toniebox using a mobile hotspot.
If your Wi-Fi network does not appear during Toniebox 2 setup, tap Refresh, move the Toniebox closer to the router, and restart setup. If no networks are visible and a nearby Wi-Fi name uses unusual characters such as line breaks, spaces, or symbols, rename that network to something simple or move setup to another location. A hotspot will not get around this interference, so once the interfering network is gone, factory reset the Toniebox 2 before you retry setup.
Make the Toniebox setup network appear
If Toniebox-#### is missing from your phone or computer Wi-Fi list during Toniebox 1 setup, check these in order.
- 1.Turn on Wi-Fi on the phone, tablet, or computer you are using for setup.
- 2.Confirm Toniebox 1 is in connection mode with a pulsing blue LED.
- 3.If the LED is not pulsing blue, pinch both ears for about 5 seconds until the chime and flashing blue LED, then wait about 20 seconds for the second chime.
- 4.Move away from wireless interference and bring the setup device closer to the Toniebox.
- 5.If you are using a computer, disconnect Ethernet and use Wi-Fi.
- 6.Toggle Wi-Fi off and on, then try setup from a different device.
Use a hotspot when Wi-Fi blocks setup
Turn on the hotspot on one phone or tablet.
On iPhone, open Settings, then Personal Hotspot, and turn Allow Others to Join on.
On iPhone 12 or newer, turn Maximize Compatibility on.
On iPad, open Settings, then Cellular, and turn on the hotspot option.
On Android, open Settings, then Connections or Network & Internet, then Mobile Hotspot and Tethering, then Mobile Hotspot.
Turn the hotspot on, set the band to 2.4GHz for Toniebox 1, and enable Extend compatibility for Toniebox 2 or Toniebox Lite when that option appears.
Run Toniebox setup from a second phone, tablet, or computer while the hotspot device stays on.
Keep the hotspot active during setup and while new Tonie content loads.
Use this for hotel, cafe, school, library, guest, and other Wi-Fi networks that use a sign-in page or block Toniebox setup.
Clear Bluetooth setup problems
Use this when Toniebox 2 or Toniebox Lite cannot establish the Bluetooth connection to your phone during setup. Removing the stale Bluetooth pairing makes the next setup attempt start fresh.
On Android, open Settings, then Connections, then Bluetooth, then Paired devices. Tap the gear wheel next to the Toniebox and tap Unpair.
On iPhone, open Settings, then Bluetooth. Under My devices, tap the i next to the connected Toniebox, then tap Ignore this device.
Restart setup in the tonies app after removing the pairing. On a Pixel phone during Toniebox Lite setup, leave the contacts and call-history sharing prompt switched off and continue.
Restart before you reset
A temporary lockup is a common reason a Toniebox stops connecting after setup starts, takes too long, or fails while downloading content.
For Toniebox 1, remove it from the charging station. Turn it upside down so the ears point downward, pinch both ears for about 10 seconds until an audio signal plays, turn it upright, and wait for the solid green LED before trying Wi-Fi again.
For Toniebox 2, make sure it is not plugged in. Squeeze both ears until it enters the sleep light with timer setting, keep squeezing for up to 1 minute, reconnect the charger, and wait for Welcome Lights and Welcome Music.
For Toniebox Lite, make sure it is not plugged in. Squeeze both ears to begin the restart for up to 1 minute, reconnect it to a charger, and wait for Welcome Lights and Welcome Music before setup.
If Toniebox 2 setup takes longer than 7 minutes, unplug the charging cable, squeeze both ears for 40 seconds, and restart setup. If Wi-Fi is connected but new content will not finish downloading, move the Toniebox closer to the router, place the Tonie on the box again, and stay nearby until the light no longer flashes blue during playback.
Factory reset as the last fix
Use a factory reset only after the app flow, router settings, hotspot, Bluetooth cleanup, and restart have failed.
- 1.For Toniebox 1, place it on the powered charging station, turn both upside down together, then pinch both ears for about 10 seconds until an audio signal plays and the box shuts down.
- 2.Remove Toniebox 1 from the charging station briefly, place it back on, then set it up again in the tonies app or at my.tonies.com/setup.
- 3.For Toniebox 2 or Toniebox Lite, turn it on, wait for the green light ring, make sure it is not plugged in, turn it upside down, and hold both ears for 5 seconds until the sound signal.
- 4.Turn Toniebox 2 or Lite upright when the light ring glows white, then press and hold the small ear and follow the prompts until reset is confirmed.
- 5.You can also open the tonies app, go to Mine, select the Toniebox, open Settings, scroll to the bottom, and tap Factory reset instructions.
A Toniebox 1 factory reset erases saved Wi-Fi connections and downloaded content. Toniebox no longer uses WEP, so keep the router on WPA2 instead.
Frequently Asked Questions
Why does my phone say the Toniebox Wi-Fi has no internet?
During Toniebox 1 setup, the temporary Toniebox-#### network only passes Wi-Fi details to the box. Choose Ignore or Continue Anyway and keep going.
Can Toniebox connect to 5GHz Wi-Fi?
Toniebox 1 needs 2.4GHz Wi-Fi. Toniebox 2 can use 5GHz on channels 36, 40, 44, or 48.
How many Wi-Fi networks can Toniebox 2 and Toniebox Lite remember?
Toniebox 2 and Toniebox Lite can store up to six Wi-Fi networks.
What should I do if hotspot setup fails too?
For Toniebox 2, contact Customer Happiness if setup still fails after using a mobile hotspot.