If you have further questions or need support, please send us a message. We will respond as soon as possible.

Neupulse

Neutrack C Account Support and Deletion

How do I set up the device?

How do I link my device to the app?

How do I place the gel pads?

How do I wear the device?

What do the different LED light colours mean?

Getting Started

Do I need my phone to use the device?

What does the app do?

Which devices and operating systems is the app compatible with?

How can I delete my Neutrack C account?

The App

How often should I use the device?

Is it safe to use the device all day?

Stimulation Intensity and Cycle Length

Will the Neupulse C only have an effect while I am wearing it?

Can multiple people use the same device?

What will using the device feel like?

Are there any side effects?

The Device

How often should I replace the gel pads?

What do I do if I run out of gel pads before the next boxes arrive?

Why do I need to use Neupulse gel pads?

Are the gel pads latex free?

Can I reuse the gel pads?

Can I use another brand of gel pads?

Gel pads

How long does one battery charge last?

Can I use any compatible charger, or do I have to use the one provided?

Will the device work while it is charging/ Can I wear the device while it is charging?

Will the device lose charge if I don’t use it for a while?

How long is the battery life?

Is there anything I can do to extend the battery’s lifespan?

Can the battery be changed when it reaches the end of its lifespan?

Battery/ Charging

Do I need a prescription to use the Neupulse device?

How does the subscription work?

What’s included in the subscription?

What is the cost of the device and subscription?

How do I cancel or pause my subscription?

Do you offer any discounts or payment plans?

Which payment methods are accepted?

Can I pay for my pre-order in instalments?

Payments and Subscription

My device won’t connect to my phone

I’m receiving an error message

The device is not providing me any relief

The stimulation is really uncomfortable

Troubleshooting

When will I recieve my order?

What is your returns policy?

How do I return my device?

What is your warranty policy?

Can I pick up the device from the Neupulse offices?

Can I cancel or edit my order?

My device arrived damaged, what should I do?

Why haven’t I received my device yet?

Shipping and Returns

How can I tell if the device is right for me?

Why does it work for some people and not others?

Can I participate in your research?

Contraindications/ when should the device not be used?

Can I use the device when I am on medication?

Can I use the device during exercise?

Will you upgrade the device soon?

What are the long-term effects of using the device?

What happens if the device stops working for me?

Off Label Use/ Used against advice

Age Restrictions

Can I drive whilst using the device?

Can I wear a watch or bracelet with the device?

Can I take it to an airport and on an airplane?

The strap is too big or too small, what should I do?

General Questions/ Miscellaneous

Link to Webpage for information for schools

When might your child need help?

When should your child not use their device at school?

Who should operate the device?

Neutrack C App

Information for Schools

When will the device be available outside of the UK?

Can I have the device delivered outside of the UK?

Can I take the device outside of the UK?

Is the device available on the NHS?

Can I be updated when the device becomes available in my country?

International + Availability

How can I contact the customer experience team?

How do I book a video call with a member of the team?

How can I send my feedback?

Customer Support

What’s the difference between the wellness and medical devices?

Why did you launch a wellness device?

Why have you Changed from a medical device to a wellness device?

Did you Fail regulatory approval?

Wellness and Medical

Guide for Stimulation Intensity and Cycle Length