Please give these tips a try and please let us know your results! 💖
1. System not turning on:
a. Did you press and hold the on/off button for 2 seconds to power the device on?
b. Is the device fully charged? (Power Indicator Light is illuminated and solid when plugged in.)
2. System is not charging:
*Please note: FaceWare Pro cannot accept a charge from a USB-C base. A USB-A base must be connected via provided USB-C cord in order to successfully charge the device.*
a. Is the provided USB charging cord firmly inserted into device? Does Power Indicator Light blink when plugged in?
b . Are you using a USB-A power base? Correct configuration is USB-A base to USB-C cord (included with device, examples pictures provided at the end of this message)
3. System shuts off abruptly, prior to completion of 3-minute treatment:
a. System is designed to shut off automatically after approximately 3 minutes, indicating treatment is complete.
b. System may shut off after multiple, repeated uses if the device exceeds desired temperature. Allow device to rest for a minimum of 10 minutes and try again.
4. Some lights appear turned off:
a. The Infrared (IR) light spectrum is not visible to the human eye. These lights will look as if they are not illuminated, but they are operating properly. If the red and blue visible lights are on, then the device is operating as designed.
5. Alternate charging cord/base/outlet:
*Please note: FaceWare Pro cannot accept a charge from a USB-C base. A USB-A base must be connected via provided USB-C cord in order to successfully charge the device.*
a. Please try an alternate USB cord to ensure the cord you are currently using is not be damaged/ experiencing an electrical short.
b. Please try a different USB -A charging base. The device is designed to be used with a Standard USB-A 5V 1-2A base. We do not recommend using high voltage charging bases when charging the FaceWare Pro. The device will not charge when using any other base besides a USB-A base
c. Please try a different outlet. These tests will allow us to determine if the cord, base or outlet is faulty and the cause of the device issues.