Unfortunately, there is a known compatibility issue with iPhone 11, 11 Pro, 12, 12 Pro and SE (gen 2) handsets, where some Pure Air electric scooters can be discovered on the Bluetooth connection screen but can’t connect successfully. Updating your Pure Air’s original software to the latest version will fix this issue and enable you to connect successfully. There are two options to update your Pure Air if you own an iPhone 11, 11 Pro, 12, 12 Pro or SE (gen 2): 1. If you have access to a compatible Android phone or an iPhone 6/6S/SE (gen 1)/7/8/X/XR/XS, you can install the app on this device, log into your app account, and install the update when prompted. 2. Alternatively, you can call into any Pure Electric store nationwide, and our technicians will be able to apply the update for you. Once the update has been applied to your Pure Air, you should be able to successfully connect to it using your iPhone 11, 11 Pro, 12, 12 Pro or SE (gen 2).