Note: the following troubleshooting steps are best performed when instructed to do so by Membership Services. If you are currently running in an issue, please reach out to us!
Step 1: Plug the battery pack into the charger. If no LEDs illuminate on the battery pack, ensure the USB end of the cable is inserted in the correct orientation (see the attached image). Additionally, if no battery pack LEDs illuminate, try a different charger, cable, or power outlet.
a. If neither a red OR green LED appears on the battery pack, please send us a picture showing the battery pack attached to the USB charging cable and plugged into either a USB port or wall adapter.
Step 2: Ensure the Strap is off-wrist and slide the battery pack onto the Strap (note: the battery pack should still be plugged into the charging cable and have an LED on).
Step 3: Wait 5-10 minutes
Step 4: Now, with the battery pack & Strap pair still attached to the charger, place your thumb on the bottom of the Strap sensor for 10-15 seconds. Remove your thumb from the sensor. Do the Green LEDs appear on the bottom of the sensor?