Please try unpairing the ELEMNT:

iOS - First remove the ELEMNT from your phone’s Bluetooth settings by

- open the settings app on your mobile device

- select Bluetooth

- locate the ELEMNT in the list of "My Devices"

- select the lower case "i" to the right of the ELEMNT

- select "Forget This Device"

Once this is complete please open the ELEMNT Companion app.  With in the ELEMNT Companion app press the Settings button

- select "Forget Phone" then select "Pair"

iOS updates: Unpairing your ELEMNT after an iOS update might be required to reestablish a new pairing.

Android - Forget phone and pair again from the ELEMNT’s settings page