Heylo help centre

Usually Bluetooth is off, you’re too far from Heylo, or the app doesn’t have the right permissions.

1. Check that Heylo is plugged in and switched on.
2. Switch your phone’s Bluetooth on.
3. Allow the Matchflight app to use Bluetooth and location (in your phone’s settings).
4. Stay within 1 to 2 metres of Heylo.
5. Close the app completely and open it again.
6. Still not working? Restart your phone and try again.

Still not working after that? Reinstall the app or get in touch.

Heylo needs 2.4 GHz Wi-Fi with internet. Got a new Wi-Fi network or password? Then you’ll need to reconnect Heylo.

1. Open the Matchflight app and go to Menu › Heylo management.
2. Choose ‘Connect to new Heylo’.
3. Go through the setup just like the first time, choosing your new Wi-Fi network along the way.

• Check that your Wi-Fi has a 2.4 GHz network.
• On some networks, such as company networks, security settings block Heylo. If so, ask your system administrator for help.

Still not working? Get in touch.

The odd wrong score can happen, for example with a bounce-out: a dart that falls out of the board isn’t always recognised. If it happens often, the calibration is usually off.

1. Correct the score manually in the app and carry on playing.
2. Happening regularly? Recalibrate via Menu › Heylo management › Recalibrate and follow the steps on your screen.
3. Make sure the board is evenly lit, without direct sunlight or harsh shadows.
4. Check that the board is hanging straight and hasn’t been turned or moved since the last calibration.

Recalibrating didn’t help? See darts not being recognised.

Often the calibration is out of date, the light is too dark, too bright or uneven, or the board isn’t sitting properly in Heylo.

1. Fully recalibrate Heylo.
2. Make sure the light on the board is even: no direct sunlight, glare or deep shadows.
3. Check that the board is firmly in place: the pin in the centre of the board drops into the hole in the centre of Heylo, the board sits almost flush with the foam, and the 4 clamps aren’t bent or forced.
4. Check the number ring: it hangs on all of Heylo’s hooks, with some space between the board and the ring.
5. Make sure nothing is blocking the cameras, such as the brackets the number ring was originally attached to.
6. Check the board and the ring for damage.

Still not working after recalibrating? Get in touch.

For calibration you need a good connection, a board that hangs straight and secure, and enough light.

• Your phone stays on Wi-Fi with Bluetooth on throughout.
• You have the latest version of the app and of your phone’s operating system.
• Heylo is plugged in.
• The board is straight and secure, and doesn’t move during calibration.
• Your phone is close to Heylo.

1. Unplug Heylo and wait at least 10 seconds.
2. Plug it back in.
3. Close the app completely, open it again and start the calibration once more.
4. Still not working? Restart your phone and go through the setup again.

Tip: the photo of your board doesn’t have to be exact. A few centimetres off is no problem, as long as the whole board is in the picture.

Usually caused by an unstable Wi-Fi or Bluetooth connection, or your phone being too far from Heylo.

1. Make sure you have a stable Wi-Fi connection and keep Bluetooth on.
2. Keep your phone close to Heylo and close any apps you’re not using.
3. Unplug Heylo for 10 seconds and plug it back in.
4. Restart the update via Menu › Heylo management › Update Heylo.

Don’t worry. Open the app again and check whether the update was successful. If it was interrupted, restart it via Menu › Heylo management › Update Heylo.

Heylo not responding after an update? Follow Heylo not responding.

This applies after an update too. A restart usually fixes it.

1. Unplug Heylo from the socket.
2. Wait at least 10 seconds.
3. Plug it back in.
4. Restart the Matchflight app.
5. Check whether your phone connects to Heylo again. If needed, restart the update.

Heylo still not responding? Get in touch.

Often caused by an outdated app, an unstable internet connection, lots of apps running in the background or a Heylo that needs an update.

1. Check your internet connection.
2. Close the app completely and open it again.
3. Update the app to the latest version and check whether there’s an update for Heylo.
4. Close any apps you’re not using.
5. Restart your phone.

We’re automatically notified of one-off crashes. Does the app keep crashing? Get in touch and include your username, the make and model of your phone, your iOS or Android version, the app version and what you were doing.

1. Your phone has a working internet connection.
2. Your username and password are spelled correctly.
3. Not working? Set a new password.

Still not working? Get in touch with your username and email address. Stats not right, or want to report another player? Send us your username and what’s wrong (or the player’s username and why you’re reporting them).

The email may have ended up in your spam, your order may still be processing or already on its way, or the wrong email address may have been entered.

1. Check your spam or junk mail folder.
2. Check your order confirmation for shipping and tracking details.
3. Still nothing? Get in touch with your name and, if you have it, your order number.

More about delivery times and shipping: shipping and delivery.

Heylo works on 2.4 GHz. Most routers and mesh systems broadcast 2.4 and 5 GHz at the same time, sometimes under one network name.

1. Check your router’s app or settings to see whether 2.4 GHz is switched on.
2. If it’s off, switch it on.
3. Can’t connect because both share one network name? Create a separate 2.4 GHz network in your router and choose that one in the app.

Still stuck? Get in touch.

Often the Wi-Fi signal at the dartboard is too weak, or the network is unstable.

1. Use your phone to check how strong the Wi-Fi signal is at your dartboard.
2. Move your router or a mesh point closer to Heylo if the signal is weak.
3. Unplug Heylo for 10 seconds and plug it back in.
4. Check whether there are updates for the app and for Heylo.
5. On a company network, security settings may block Heylo. If so, ask your system administrator for help.

Still happening? Get in touch.

Normally you see your throw straight away on your phone or tablet. A delay is usually caused by a slow or unstable connection.

1. Check your internet connection and the Wi-Fi signal at your dartboard.
2. Close any apps you’re not using.
3. Close the app completely and open it again.
4. Update the app and check whether there’s an update for Heylo.
5. Unplug Heylo for 10 seconds and plug it back in.

Score still lagging behind? Get in touch.

Usually Heylo isn’t getting power: the plug is loose, the socket isn’t working or the adapter isn’t connected properly.

1. Check that the adapter is properly connected to Heylo and plugged into the socket.
2. Try another socket, or test the socket with another device.
3. Only use the supplied 24V adapter.
4. Unplug it for at least 10 seconds and plug it back in.
5. Open the app and check whether Heylo connects.

Heylo still won’t turn on? Get in touch with your order number and a photo of the adapter and the connection.

Want to use Heylo with another phone too, such as a family member’s?

1. Install the Matchflight app on the second phone.
2. Log in with your account, or create one of your own.
3. Switch on Wi-Fi and Bluetooth and stay within 1 to 2 metres of Heylo.
4. Go to Menu › Heylo management and follow the steps to connect.

Still not working? Get in touch.

Heylo fits around standard 45 cm steel-tip boards with a traditional number ring. Children’s boards, smaller boards and electronic soft-tip boards don’t fit.

1. Check that your board is 45 cm, with a separate number ring.
2. Remove the brackets the number ring was originally attached to.
3. Position the board so the pin in the centre of the board drops into the hole in the centre of Heylo. The board will then sit almost flush with the foam.
4. Don’t force or bend the 4 clamps.
5. Hang the number ring on all of Heylo’s hooks, with some space between the board and the ring.
6. Then recalibrate.

Still doesn’t fit? Get in touch with a photo of your board in Heylo.

The ring catches darts that miss the board, and the foam protects the technology inside Heylo. Small holes and dents from darts are normal wear.

1. Small holes, dents or scratches from darts? You can just keep playing.
2. Scores no longer right? Recalibrate.

Wear from use and from playing darts is not covered by the warranty. Got another question about the warranty? Take a look at the warranty terms.

1. Take clear photos of the outside of the parcel, the shipping label, the damage and the contents of the box.
2. Email the photos with your order number to hey@matchflight.com.
3. We’ll look into it and get back to you with a solution as soon as possible.

Email us which part you need, along with photos and a description of what happened. We’ll then check whether we can supply it.

Faulty within the warranty? Here’s how to make a warranty claim.