Welcome to the Frequently Asked Questions (FAQ) page for the SIMUSI Wireless Ten-Unit Massager. If you have any questions about the product or service that cannot be resolved, please feel free to contact our after-sales support team: support@simusi.com
Here are some questions and answers about SIMUSI M2 wireless tens unit:
Q: How do I connect the device to the app/remote control for the first time?
A: Please refer to pages 5-7 of the instructions/the first page of the Remote Control Instructions, or watch the video tutorial in the Amazon product page. If after following instructions the device still have a delay of 2-3 seconds or more in sending commands, or if it cannot send commands normally, please delete the device in the app and follow the instructions again until the device working properly. If the above instructions are confusing, please feel free to contact our support team for assistance.
Q: When I first used the device, one side of it worked and the other side didn't. What should I do?
A: Please delete the device in the app or disconnect it from the remote control, then refer to pages 5-7 of the instruction manual/the first page of the remote control manual, or watch the video tutorial in the Amazon product link to reconnect the device until it receives commands and works properly. If the above instructions do not resolve the issue or are confusing, please feel free to contact our customer support team.
Q: Why does the device suddenly disconnect during uses?
A: There are several reasons why the device may suddenly disconnect during use:
1. Due to compatibility issues, The device may suddenly disconnect during the first few uses, but will become very stable after multiple connections.
2. The default usage time of the device is 30 minutes, then it will automatically stop working. If you need to continue using it, please press the “play” key.
3. If there is no operation on the device through the app or remote control for 10 minutes, it may automatically disconnect. Please close the blue device, reboot and connect the APP/Remote control to use it.
Q: How do I resolve the issue if the device (or one side of the device) suddenly stops working during use?
A: Remove the device from the gel pad, close the A and B devices, restart, and connect to the app or remote control to continue use.
Q: When using the app, I am asked to provide various authorizations or personal information.
A: When using [Relax Place] on iOS, the app will not require users to provide any personal information or authorization related to personal privacy, such as address or registration.
When using [Relax Place] on Android, you may be asked to provide various authorizations by Google, which we cannot change. But no matter which system your mobile phone uses, our app cannot obtain or store any user information or authorization information. Its only function is to control the M2 Tens Unit, so please don't worry about that.
Q: After the device is fully charged, one side of the devices' indicator lights up while the other does not. What should I do?
A: Close the A and B devices and ensure that both pairs of magnetic buttons are aligned, then please use 5V/1A adapter to charge. If this problem persists after charging, please contact our customer support team.
Q: During use, the gel pad detaches from the skin and cannot adhere tightly. Does it mean I need to replace the gel pad?
A: Our electrode pads can be washed and reused 30-50 times. Please remove the device from the gel pad, wash the gel pad with water (not hot water), gently use your finger to remove the skin residue from the gel (do not be force or use nails to scrape). The gel pad will automatically restore its stickiness after washing and air drying.
Q: When do I need to replace the gel pad?
A: If it still cannot adhere to the skin after washing with water or if the gel is damaged, please replace it with a new one.
Q: The APP cannot connect to the device.
A: This may be due to a low Bluetooth version. Devices compatible with our app are: iOS 7.0, Android 4.3 or above, Bluetooth 4.0 or above. If you cannot use our APP, it is recommended to use the remote control. Detailed instructions on how to use the remote control can be found in our Remote Control Instructions.
Q: What kind of battery does the SIMUSI Wireless Ten-Unit Massager use?
A: The SIMUSI Wireless Ten-Unit Massager uses a rechargeable lithium battery.
Q: How long is the battery life?
A: The battery life of the SIMUSI Wireless TENS Unit Massager depends on usage and settings. Generally, it lasts for 10 hours after charge.
Q: Does the SIMUSI Wireless Ten-Unit Massager come with a warranty?
A: Yes, we provide a one-year warranty. During this period, we offer free consultation, maintenance, and replacement services. If you have any questions or suggestions about our products or services, please feel free to contact us.
We hope the above answers are helpful to you. If you have any other questions or need further assistance, please contact our customer support team, and we will do our best to provide you with the best service.