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

Neupulse

If you are receiving an error message at any point while using the app, please take a screenshot if possible and forward to our Customer Experience team&#xA0;<a href="mailto:enquiries@neupulse.co.uk">enquiries@neupulse.co.uk</a>, the matter will be investigated further.

If you are receiving an error message at any point while using the app, please take a screenshot if possible and forward to our Customer Experience team enquiries@neupulse.co.uk, the matter will be investigated further.

I’m receiving an error message

Troubleshooting

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

The device is not providing me any relief

The stimulation is really uncomfortable

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

Neutrack C Account Support and Deletion

Guide for Stimulation Intensity and Cycle Length

I’m receiving an error messageUpdated 4 months ago