---
title: My device isn't working
description: If your device isn't working, there are a handful of steps you should take to see if you can fix the issue before contact our support team.    Once you've tried all of the above, please contact custom
---

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1. [VeRelief Help Center](https://knowledge.hoolest.com/migration/knowledge?hsLang=en)
2. [Post Purchase Support](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en)
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# My device isn't working

If your device isn't working, there are a handful of steps you should take to see if you can fix the issue before contact our support team. 

1. Make sure the device is fully charged
2. Make sure the charger actually goes all the way into the charging port when charging. 
3. Make sure the gel tips have been replaced and they are pressed in all the way. 
4. Make sure the intensity is turned up high enough so you can feel it. 
5. Make sure the cap is off when you are testing the intensity buttons. The LED lights will not turn on when the cap is on the device. 
6. Make sure you are pressing the device on the right spot under the ear. If you are not directly on the nerve, you will likely not feel stimulation. 

 

Once you've tried all of the above, please contact customer support at support@hoolest.com with a description of your problem. Please submit video or photo evidence of your issue to expedite the support process. 

- [General Information](https://knowledge.hoolest.com/migration/knowledge/general-information?hsLang=en#main-content)

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- [Post Purchase Support](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#main-content)

    - [General Questions](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#general-questions)
    - [Policy Questions](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#policy-questions)
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    - [Unit Maintenance Questions](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#unit-maintenance-questions)
    - [Device Troubleshooting & Technical Issues](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#device-troubleshooting-technical-issues)

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