If your BitBox02 Nova does not appear, fails to pair, or keeps disconnecting in the BitBoxApp on your iPhone or iPad, check power, the physical connection, and Bluetooth permissions first. Then follow the section matching your symptom, including if the problem occurs during initial setup.
On iPhone and iPad, the Nova uses Bluetooth to communicate and the physical connection supplies power. The original BitBox02 is not supported. Check BitBoxApp compatibility if you are unsure about your model or operating system.
Check power and Bluetooth first
Check that the Nova is firmly connected and receiving power, then check Bluetooth settings.
A case can prevent a firm connection
Some cases prevent the Nova's USB-C connector or an adapter from seating fully. This can interrupt power to the Nova and therefore its Bluetooth connection, making a power problem look like a Bluetooth problem.
If firmware is being installed or updated, wait until it finishes before disconnecting the Nova, restarting either device, or closing the BitBoxApp.
- Check power and the physical connection. If you use a case, temporarily remove it. Connect the Nova directly to your iPhone or iPad's USB-C port, or use the appropriate adapter if your device requires one. Check that the connector is fully inserted and the Nova's display stays on. If the display remains dark, contact support.
- Turn on Bluetooth. On your iPhone or iPad, open Settings → Bluetooth and make sure Bluetooth is on.
- Allow the BitBoxApp to use Bluetooth. Open Settings → Privacy & Security → Bluetooth and enable access for the BitBoxApp. You can also search Settings for BitBoxApp and enable its Bluetooth switch, as shown below. If no permission entry appears, open the BitBoxApp and allow Bluetooth access when prompted.
Return to the BitBoxApp and choose the relevant section: Nova does not appear, pairing fails, or connection keeps dropping. If the connection now works, resume your task.
The BitBox02 Nova does not appear in the BitBoxApp
A powered Nova needs Bluetooth available on both the iPhone or iPad and the Nova itself. Check the connection source before changing any software.
If the Nova is connected to a computer or another device providing USB data, disconnect it from that device and power it from your iPhone, iPad, or a power-only source such as a power bank. USB data communication takes priority over Bluetooth. Reopen the BitBoxApp and check whether the Nova appears.
USB power and USB data are different
A USB data connection disables Bluetooth while in use. A power-only connection can supply power for Bluetooth use, provided Bluetooth is enabled on the Nova.
If you previously disabled Bluetooth on the Nova, turning on Bluetooth in iOS will not re-enable it. Follow Enable Bluetooth on the BitBox02 Nova using a USB connection, then return to the iPhone or iPad. Changing this device setting requires confirmation on the Nova and cannot be done over Bluetooth.
If the device is powered and Bluetooth is enabled but discovery still fails, refresh the connection:
- Disconnect the Nova from its power source.
- Close the BitBoxApp completely by removing it from the app switcher.
- Reopen the BitBoxApp and reconnect the Nova.
- If it still does not appear, restart your iPhone or iPad and try again.
If the Nova appears, follow the pairing prompts; use the next section if pairing fails. If it remains missing, continue with further software checks.
The BitBox02 Nova appears, but pairing fails
If pairing gets stuck or a previously paired Nova no longer connects, remove the saved pairing and start again from the BitBoxApp. Forgetting the pairing does not reset the Nova.
- On your iPhone or iPad, open Settings → Bluetooth.
- Find your Nova under My Devices, tap the information button beside it, and select Forget This Device. Confirm the removal. If there is no saved entry, skip this step.
- Open the BitBoxApp with the Nova powered on. Start the new pairing from the app.
- During initial setup, confirm the display orientation on the Nova, then tap its displayed Bluetooth ID in the BitBoxApp. If your Nova already has a custom name, look for that name instead.
- When the pairing request appears, compare the code on your iPhone or iPad with the code on the Nova. Continue only if both codes are identical. Tap Pair on the iPhone or iPad and confirm on the Nova.
The pairing codes must match
If the codes differ, cancel pairing and contact support. Do not approve a connection with mismatched codes or send the codes to anyone.
After successful pairing, resume your task. If pairing still fails or no request appears, note the failure stage and continue with further software checks.
The connection keeps dropping
Watch the Nova's display when the connection drops. If it turns off or the device restarts, check power first: remove an obstructing case and reconnect, making sure the Nova's USB-C connector or the adapter you use is fully inserted. A power interruption also interrupts the Bluetooth connection.
If reconnecting the Nova or removing the case restores a stable connection, resume your task. If power keeps dropping, contact support with the power-source details and whether you connect directly or use an adapter.
If the display stays on while the BitBoxApp disconnects, try the re-pairing procedure. If the connection still drops, continue below and tell support whether the Nova stayed powered throughout.
Further software checks
If the relevant checks above did not restore the connection, update the BitBoxApp before considering a reinstall:
- Open the Apple App Store listing published by Shift Crypto AG and select Update if available. An update does not require uninstalling. See Update the BitBoxApp on iPhone and iPad.
- Check Settings → General → Software Update for an iOS or iPadOS update available for your device.
Try connecting again after updating. If you can connect the Nova over USB to the desktop BitBoxApp, also check for an offered BitBox02 firmware update. App and firmware updates are separate; neither requires entering recovery words into the app.
Reinstall the BitBoxApp
If the connection still fails after the checks and updates above, you can reinstall the BitBoxApp yourself. First review what needs preserving or restoring:
- Preserve local information you need. Deleting the app can remove local data, including account names and transaction notes. These are not included in your microSD backup or recovery words. Follow Import and export wallet labels with BIP-329 in the BitBoxApp to create a separate label backup, and keep the file confidential. The guide illustrates desktop controls; if export is unavailable on your iPhone or iPad, keep that installation and ask support how to preserve its notes before deleting it.
- Check your Lightning recovery path, if you use Lightning. Restoring the linked Lightning wallet requires the BitBox wallet that originally created it, the exact optional passphrase if that wallet uses one, and Spark availability to retrieve the wallet state. Read Restore your BitBoxApp Lightning wallet first. If you cannot access the originating wallet or Spark is unavailable, do not delete local wallet data.
Review local data and Lightning before deleting the app
Continue once you have preserved the local information you need and, if you use Lightning, confirmed access to the originating BitBox wallet and its recovery path. If either is uncertain, resolve it before deletion. Reinstallation does not require resetting the Nova.
Once those checks are complete, reinstall and pair again:
- Forget the saved Nova pairing in Settings → Bluetooth, if an entry is present.
- Delete the BitBoxApp from your iPhone or iPad.
- Restart your iPhone or iPad.
- Reinstall the BitBoxApp from the Apple App Store, checking that the publisher is Shift Crypto AG.
- Open the app and allow Bluetooth access when prompted.
- Power on your Nova and repeat the pairing procedure, checking that both codes match.
If the connection works, resume using your existing wallet and restore the linked Lightning wallet if needed. If the same connection problem remains, contact support with the result.
Reinstalling the app does not require resetting the Nova or restoring its existing on-chain wallet. Keep your wallet backup protected, and never enter recovery words, backup contents, private keys, a device password, or an optional passphrase into an app, website, chat, or support form.
Confirm the connection works and resume your task
The connection works when the BitBoxApp connects to your Nova and you can continue setup or unlock your existing wallet without another disconnection. Appearing in the device list alone is not enough.
Connection restored
You can resume your task once the app connects to the intended Nova and stays connected while you continue setup or unlock your existing wallet. No test transaction is needed.
Continue initial setup on iPhone or iPad from the stage you reached, or resume using your existing wallet. You do not need to send cryptocurrency to test Bluetooth.
Contact support if the connection still fails
Use the official BitBox Support contact form if the checks fail, the Nova will not stay powered, or pairing codes differ. Also contact support before deleting the app if local-data preservation or Lightning recovery is uncertain.
Include these non-sensitive details:
- Your iPhone or iPad model, iOS or iPadOS version, and BitBoxApp version.
- The Nova firmware version, if you can access it. If not, say that it is unavailable.
- Whether the Nova is missing from the app, fails during pairing, or disconnects after connecting.
- The power source, whether you connect the Nova directly or use an adapter (and which adapter, if used), and whether the Nova's display turns off or restarts when the connection fails.
- The exact error message or screen where progress stops, plus the checks you tried and their results.
If support requests logs, follow their iPhone or iPad instructions; you can report the problem without logs. Crop screenshots to the error, excluding wallet balances, addresses, personal information, and pairing codes. Never send wallet secrets or backup files.