iOS Care App Removal FAQ

Can I still use my Smart Sock? 
Customers who currently have the iOS App or download it before it is removed from the Apple App Store will still be able to use the product in its existing functionality, and Google/Android devices are not impacted at this time. Your experience using the product will not change, and the iOS app will remain tied to your Apple ID.  We expect a new app experience to be available in the coming weeks for customers that we believe addresses the FDA’s concerns. We will share more on that soon.
What good is the product without the app connectivity/functionality? 
We definitely share your frustration, but we want to reiterate that current users can still use the app they have downloaded on their phone, and Google/Android devices are not impacted. As a reminder, the Base Station is the primary source of communication with the Smart Sock and can function without the app. Plus - we are working to release a new app experience in the coming weeks for Smart Sock and Cam users. We can’t wait to share more with you soon! 
Without the app, how can I continue to use the product?
Customers who currently have the iOS App or download it before it is removed from the Apple App Store will still be able to use the product in its existing functionality, and Google/Android devices are not impacted at this time. We are working to release a new app experience in the coming weeks - stay tuned for more on that announcement, coming soon. We appreciate customers’ patience as we focus on making this experience available ASAP. As a reminder, the Base Station is the primary source of communication with the Smart Sock and can function without the app. 
Did Apple make Owlet do this?
As we noted in a statement on our website, the decision to transition to a new app is in part related to Apple’s decision to remove the Owlet Care App from the App Store. We plan to pursue marketing authorization for the Smart Sock based on the features that the FDA asserts makes it a medical device — specifically, the heart rate and oxygen notification. As our discussions with the FDA progress, we’ll also coordinate with Apple to make sure they have the latest information. We’ll keep our customers updated as well.
How can I trust Owlet? 
Since our founding, Owlet has been focused on the well-being of babies and empowerment of parents, and we are proud of the technology we’ve created that has been used with over 1 million babies. Our shared love for every baby is ingrained in our company’s DNA and we treat our customer community like our family. We remain committed to working with the FDA and other partners like Apple – now and in the future – to ensure we can continue to provide our families with cutting-edge technology that supports parents and infants in the home.
What happened with the FDA?
In October, Owlet received a Warning Letter from the U.S. Food and Drug Administration (FDA). In the letter, the FDA asserts that the Smart Sock is a medical device because of the heart rate and oxygen notifications that requires FDA’s clearance or approval. We have cooperated with the FDA to cease furth distribution of the Smart Sock in the U.S., and our team is working diligently to identify solutions so that we can continue to offer infant sleep monitoring that supports parents. We have been engaged with the FDA to ensure our products abide by the agency’s guidance and expectations, and we will continue working closely with the FDA to reach a resolution. 
What is Owlet doing in response?
As you may know, we stopped distribution of the Smart Sock in the U.S. in October, as the FDA asked, and have been working to transition to a new consumer sleep-focused baby monitor product. This includes transitioning to a new app experience as well. Additionally, in parallel, our team is in the process of submitting a medical device application to the FDA for the Smart Sock notifications which the agency believed made it a medical device. 
Is this a recall/Does this mean the product will be recalled?
This is not a recall and the FDA’s Warning Letter to Owlet did not identify any safety concerns about the Smart Sock. The FDA has not asked us to have customers return or exchange their products at this time. 
Is it safe to continue using my product?
Yes. The FDA’s letter to Owlet did not identify any safety concerns about the Smart Sock. 
I bought the Smart Sock (at an earlier date) but haven’t set it up or downloaded the app yet. How am I supposed to use it?
The Owlet Care App is still available at this time on the Google Play Store, so you can set up your product using an Android device. Additionally, the Base Station is the primary source of communication with the Smart Sock and can function without the app. We also plan to roll out a new app experience in the coming weeks. If you’d like to be notified when it’s available, please sign up here
I don’t have an Android device, and I want to use my Smart Sock now. What am I supposed to do?
We’re so sorry and we understand your frustration. Please contact our customer service team and they will do their best to help you find alternative solutions. 
I purchased a Smart Sock 2 from a friend (or a private seller), and now I can’t use it because the app is no longer available in the Apple App Store. What am I supposed to do?
Every Smart Sock comes with a 12-month warranty, as well as a 30-night money-back guarantee. The warranty isn’t transferable from the original owner. In the coming weeks, we’ll roll out a new app experience to our Smart Sock and Cam users. Sign up to be notified when it’s available here
Why didn’t Owlet tell us sooner?
We are working hard to navigate this process and keep customers informed when there is news that could affect them. As we continue to learn more and have updates to share, we will continue to keep customers informed. We do appreciate and truly value your feedback. 
Is the app still operational?
Yes, the Owlet Care App is still operational and its functionality hasn’t changed for those using Apple devices and had downloaded it prior to it no longer being available in the App Store, though Owlet is unable to make further changes to the app (or push out updates) to our iOS customers. Additionally, the App is still available in the Google Play Store for Android phones.
Will the Smart Sock notify me still?
There has been no change to the product’s functionality, and those with the app already downloaded will not lose access to it. However, the FDA has asked us to stop marketing the product for these uses. 
How much longer will the Owlet Care App be available in the Google Play Store/for Android devices? 
As of now, it is still available and we don’t have a date on when it may not be available. We will keep customers informed if the Android version will no longer be available. 
Why didn’t you post about this on your social media? 
We wanted to go directly to our customers with this update, so we sent an email to everyone we had an email address for, as well as put the information in the Owlet Care App in the Guide Tab. Because our social following isn’t all customers, and because of the way social media works, only a portion of our followers see our posts. 
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