--- title: "Troubleshooting: Handheld VeRelief Device Button Issues" description: 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 ste --- [Skip to content](https://knowledge.hoolest.com/migration/knowledge/troubleshooting-handheld-verelief-device-button-issues-needs-sign-off#main-content) English Show submenu for translations ![VeRelief-White.png\]](https://knowledge.hoolest.com/hs-fs/hubfs/VeRelief-White.png?height=40&name=VeRelief-White.png) Open main navigation Close main navigation - English Show submenu for translations - Go to hoolest.com Go to hoolest.com Hello. How Can We Help You? - There are no suggestions because the search field is empty. 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) 3. [Device Troubleshooting & Technical Issues](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#device-troubleshooting-technical-issues) # Troubleshooting: Handheld VeRelief Device Button Issues 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: 1. Record a clear **video** of the issue. Include: - How the buttons are being pressed. - What happens (or doesn’t happen) when pressing the buttons. 2. 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! - [General Information](https://knowledge.hoolest.com/migration/knowledge/general-information?hsLang=en#main-content) - [General Company Information](https://knowledge.hoolest.com/migration/knowledge/general-information?hsLang=en#general-company-information) - [The Science Behind VeRelief](https://knowledge.hoolest.com/migration/knowledge/general-information?hsLang=en#the-science-behind-verelief) - [Pre Purchase Support](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#main-content) - [Precaution & Safety](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#precaution-safety) - [Hoolest Product Information](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#hoolest-product-information) - [Use Case/Application Information](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#use-case-application-information) - [Product Comparison](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#product-comparison) - [Policy Questions](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#policy-questions) - [Checkout Information](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#checkout-information) - [Shipping Protection](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#shipping-protection) - [Fulfillment Information](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#fulfillment-information) - [Unit/Reoccurring Costs](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#unit-reoccurring-costs) - [Discounts & Promotions](https://knowledge.hoolest.com/migration/knowledge/pre-purchase-support?hsLang=en#discounts-promotions) - [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) - [Shipping & Fulfillment Questions](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#shipping-fulfillment-questions) - [Using Package Protection](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#using-package-protection) - [User Experience Questions](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#user-experience-questions) - [Getting Started & Using VeRelief](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#getting-started-using-verelief) - [Comparison Information](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#comparison-information) - [Protocols for Use](https://knowledge.hoolest.com/migration/knowledge/post-purchase-support?hsLang=en#protocols-for-use) - [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) [![](https://knowledge.hoolest.com/hs-fs/hubfs/Hoolest%20Logo_Vertical.png?width=497&height=351&name=Hoolest%20Logo_Vertical.png)](https://knowledge.hoolest.com/?hsLang=en) Copyright © 2026, Hoolest Performance Technologies