How to troubleshoot the wearable?

If you encounter issues with the wearable appearing offline or not functioning as expected, follow these steps to troubleshoot:

1. Battery Check:

Tap the screen of the wearable to see if it lights up, indicating battery life. If tapping doesn't work, perform a long-press on the bottom of the screen for about 5 seconds. The device should vibrate then light up. If this doesn't work, put the wearable on charge. 

You can also check the Wearable battery in the app by navigating to "Devices" (found on the left hand side menu by selecting the 3 horizontal lines). 

2. Charging:

A full charge typically takes around 1 hour. While charging, an animation of the battery charging along with the message “charging” should appear on the screen. Please read this article on How to charge the wearable for a more detailed explanation 

3. Reversing Charging Connection:

If the wearable doesn't seem to be charging, unplug it from the charging cable, flip it to the opposite side, and attempt charging again.

4. Activation Check:

Post charging, if you're unable to see the current heart rate, movement levels, or time, initially try tapping the screen. If that doesn't resolve the issue, long-press the bottom of the screen for about 5 seconds. The wearable should vibrate and light up, indicating activation.

Through these steps, you can address common issues with the wearable and ensure it's operational for tracking your heart rate, movement, and other wellness metrics.

If the sensor continues to have issues or the problem persists, please don't hesitate to contact our support team at support@mysense.ai