Non-functional sensor

If the sensor does not respond, the LED does not light up, and it cannot be turned on even when connected to the charger, several causes are possible.
The good news: most situations are temporary and easy to resolve.

1. Check the charger connection

A common cause is that:

• the cable is not fully connected,

• the connector contact is poor,

• a damaged or non-original cable is being used.

We recommend:

• unplugging and firmly reconnecting the cable,

• cleaning the contacts,

• trying a different power adapter or USB port.

2. The charger or adapter may be faulty

If the sensor does not react at all, it is possible that:

• the power source is not supplying enough electric current,

• the adapter is defective,

• the USB port is not working.

Try:

• a different adapter,

• a different USB port,

• charging through a laptop or another power source.

3. The sensor may be completely drained and needs time to switch on

If the sensor was fully discharged, it may:

• not respond for several minutes,

• not show any LED light immediately,

• temporarily fail to connect to the app.

Simply leave it on the charger for 5–15 minutes, then try turning it on again.

4. Check whether the protective film is still on the bottom side

If the sensor is new or was recently cleaned, the protective foil may still be present:

• the foil may still cover the optical sensor,

• preventing proper skin contact and making the device appear unresponsive.

This does not prevent charging, but it can create the impression that the sensor is not working.

5. Try a hard reset by connecting it to the charger

The sensor may be affected by temporary technical factors that require a reset.
The simplest reset happens automatically:

• connect the sensor to the charger,

• leave it charging for several minutes.

This reinitializes the device.

6. When should you contact support?

Contact us if:

• the sensor does not respond even after 15 minutes of charging,

• the LED still does not light up,

• the device will not turn on,

• even when using a different cable or adapter.

We will need:

• app version (found in application settings),

• phone model,

• type of adapter/cable used,

• description of the sensor’s behavior.

This helps us determine whether the device is faulty.

Summary

The sensor may appear damaged even when it is not.
The most common causes include:

• poor cable contact,

• faulty adapter,

• completely depleted battery,

• delayed LED response,

• temporary technical interference.

In most cases, the issue is resolved by reconnecting the cable, switching the power source, or leaving the sensor on the charger for a longer period.