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