If you are experiencing button-related issues with your handheld VeRelief device (Mini, Reset, Prime Gen 1/2, or Prime Gen 3), follow the steps below to identify the problem and determine the next steps.
1. Normal Button Behavior by Device
Reset and Prime Gen 3 Devices
- The buttons are intentionally looser to prevent them from getting stuck. A slight rattle is normal and does not indicate a defect.
- If the buttons are functioning properly, you may notice:
- Intensity Adjustment: Requires multiple presses to increase or decrease levels. This is normal.
- Mode Selection: Only one press is needed to move to the next mode (indicated by the blinking light).
- Finger Placement: Buttons respond to presses in the middle corners are not responsive to input. Recommend placement is using your thumb for intensity and mode selection adjustments.
What’s Not Normal:
- Buttons do not respond (e.g., no output or intensity changes).
- Buttons perform the opposite action (e.g., pressing “+” lowers intensity instead of raising it).
- Device output stops functioning entirely.
Solution: Record a short video of the problem (e.g., buttons not responding, incorrect behavior) and contact our support team at support@hoolest.com for further assistance.
Gen 1/2 Prime and Mini Devices
- Button issues such as sticking or becoming unresponsive may occasionally occur.
What to Do:
- Record a video clearly showing the stuck buttons or lack of functionality.
- Contact our support team for warranty service at support@hoolest.com.
2. Identifying Button Issues
If you suspect an issue with the buttons, check the following:
- Does the button feel stuck or loose beyond what’s normal for the device?
- Are you seeing no changes to intensity or mode when pressing the buttons?
- Is the device outputting stimulation or not working at all?
3. Next Steps
If the device buttons are not functioning properly:
- Record a clear video of the issue. Include:
- How the buttons are being pressed.
- What happens (or doesn’t happen) when pressing the buttons.
- Send the video to support@hoolest.com along with a description of the problem.
Our team will review the video and determine whether the device requires repair, replacement, or further troubleshooting.
Key Notes
- Reset and Prime Gen 3: Light button rattle is normal and intentional.
- Intensity Adjustment: Multiple presses are required to adjust power levels (normal).
- Mode Selection (Prime Gen 3): Only one press moves to the next mode.
- Gen 1/2 Primes and Minis: Stuck buttons require warranty evaluation.
If you’re unsure or the device isn’t functioning properly, reach out to support@hoolest.com—we’re here to help!