Please be sure you are following all the steps in the app. Do not place place the headset on your head before instructed by the app, and do not press down both pads at the same time as it will make the headset think that the headset is already placed on the head.
If you have followed all the instructions, you may have a defective device. To initiate and process a warranty claim, please contact support@flowneuroscience.com with the following details:
- The email address used for the device purchase and/or the order number.
- A detailed description of the problem and troubleshooting steps you have taken
- The serial number located below the QR code on the headband.
- Your preferred shipping address.
Upon receiving this information, our team will assess the claim and, if covered under warranty, send a replacement headset. During this period, we advise refraining from using the headset if you suspect it is damaged.
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