If the earpiece won't pair after following the instructions then there may be a conflict with other apps running on the phone.
Try closing any apps that are running in the background first, forget the bluetooth device from the phone, then restart the phone. Now try adding the bluetooth device again.
Let me know if that works?
Is the OS fully updated on the phone?
Do other bluetooth devices pair ok with the phone?
Ok, then the only other possibility that might work is a factory reset of the phone.