The sensor is the white electronic inside the fabric sock and is shown in the picture below.
There are four possible reasons why your Sensor is not charging. Below we will review all four reasons. These four reasons are:
- The Sensor Charging Cable is worn/broken
- The Sensor Charging Cable needs to be replaced
- The Base Station is not accepting a charge.
- The Sensor needs to be replaced
The photo below contains all of the product’s components we will have you test in order to identify the cause of your “sensor not charging” issue.
Potential Cause #1: Check the Charging Cable for damage -- see photo above to identify the Charging Cable and look at the place where the Charging Cable attaches to the sensor/sock unit for damage. Does it appear to be damaged? Is there foil sticking out? Are any of the pins inside bent or twisted?
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If your product is still warranty (within one year of the original purchase date) -- please get a copy of your purchase receipt and contact our customer service team at:
- Chat: please click the “help button” on the bottom right of this page.
- Call: 844.334.5330 Monday through Sunday 7 AM- 10 PM MST.
If no physical damage can be seen, please continue to Potential Cause #2.
Potential Cause #2: Check the Sensor’s Charging Cable: Unplug the Sensor Charging Cable from the Sensor, then plug the Adapter Cable (as pictured in the photo above) into the Sensor. Then plug this Adapter Cable directly to the wall power outlet. If the Sensor begins charging, then the Sensor Charging Cable is causing the issue and will need to be replaced.
To signify that the Sensor is charging, the large round part of the Sensor will flash green. To help improve your ability to see this green flash we recommend cupping your hand around the Sensor to block out other light sources. Also, the red pulse light will turn off in the window closest to the charging port.
If your product is still warranty (within one year of the original purchase date) -- please get a copy of your purchase receipt and contact our customer service team at:
- Chat: please click the “help button” on the bottom right of this page.
- Call: 844.334.5330 Monday through Sunday 7 AM- 10 PM MST.
If the Sensor does not begin charging, please move to Potential Cause #3.
Potential Cause #3: Check the power ports on the Base Station component: Remove the Sensor from the Base Station. Now connect the Adapter Cable (as shown in the photos below) to the power port to which the sensor was just connected.
If the Base Station doesn’t power on then the issue is isolated to the Base Station and the Base Station will need to be replaced.
If your product is still warranty (within one year of the original purchase date) -- please get a copy of your purchase receipt and contact our customer service team at:
- Chat: please click the “help button” on the bottom right of this page.
- Call: 844.334.5330 Monday through Sunday 7 AM- 10 PM MST.
If the Base Station powers on, please move on to Potential Cause #4.
Potential Cause #4: The Sensor will no longer charge: After completing steps 1-3 above and the Sensor will still not charge, then the Sensor is the issue and it will need to be replaced.
If your product is still warranty (within one year of the original purchase date) -- please get a copy of your purchase receipt and contact our customer service team at:
- Chat: please click the “help button” on the bottom right of this page.
- Call: 844.334.5330 Monday through Sunday 7 AM- 10 PM MST.
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