Thank you for providing that information.
The serial number checks out, and would confirm that you have a legitimate set of SoundSport pulse wireless headphones.
However, just to confirm that the app is correctly recognizing your headphones, could I ask you to remove the headphones from the app? Afterwards, could you clear the pairing list of the headphones by pressing and holding the Bluetooth button for 10 seconds until you hear the prompt "Bluetooth device list cleared". Next, reset your headphones by doing the following:
Turn off the headset and wait 30 seconds
Plug the headset into a wall outlet using a USB charger, then wait 5 seconds
Unplug the USB cord from the headset and wait 1 minute
Turn on the headset
Once you have done these steps, try reconnecting your headphones to the Bose Connect App.
To ensure you are able to see your heart rate - make sure the headphones fit securely in you ear. I would recommend trying each size of tip to see which returns your heart rate the most accurately. The sensor is located on the left earbud, and needs to make contact with the skin to read your heart rate.
Try these steps for me, and let me know whether or not you are still experiencing issues.
Warm regards,
Sam F
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