Mattel Global
Consumer Support
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Frequently Asked Questions

During the setup process your device is connected to your new Hello Barbie™.  If the Hello Barbie™ Companion App is closed while Hello Barbie™ is still connected to your device, the "Connection Error" will appear.  Please take the following steps:

  • Close the Companion App
  • Go to your device's WiFi settings
  • Reconnect to your WiFi network, Re-open the Barbie Companion App

The error should be resolved and you can continue the setup process.  In some cases, you may have to start over.