First, are you registered on syncmyride.com? If you are, check to see if you have the latest update of Sync on your Escape. I have a '10 Escape and I've had to upgrade the system at least once. Next, have you done a "clean pairing"? That's wiping the phone off of the Sync system and taking Sync off of the phone. Next, please, please, please pair your phone using a 4-digit PIN number. When you push the OK button and it comes back with a 6-digit PIN, then turn the tuning knob until it says Special PIN, hit OK and it will show 0000. Put that in your phone. Be sure to make sure the phone "Always acknowledges" by checking the Yes box when the sub-menu pops up (usually about the time its downloading your phone book).