My Neck Mask Stopped Working

The neck mask is the most commonly reported device issue we see. In most cases it can be resolved with one of the steps below before a replacement is needed. Please work through each step in order before reaching out to our team.

Step 1: Make sure you are not turning it on while plugged in

This is the most common cause of the neck mask appearing not to work. The neck mask cannot be powered on while connected to the charging cable. Unplug it completely, then press and hold the power button for 2–3 seconds to turn it on.

Step 2: Try the palm press

The neck mask uses a capacitive touch sensor for the power button. Fingertips often do not provide enough contact surface to register. Press and hold the full flat of your palm firmly against the power button area for 2–3 seconds. This resolves a large number of "won't turn on" reports.

Step 3: Let the battery fully drain then do a fresh charge

If the battery has partially drained and the device is acting erratically, force a full discharge:

1. Leave the neck mask unplugged and powered off for several hours until the battery is completely flat
2. Connect to a 5V/1A wall adapter — not a laptop USB port, computer, or power bank, as these often do not provide consistent enough power
3. Charge uninterrupted for 2–3 hours until the indicator light turns green
4. Unplug fully before attempting to power on

Step 4: Try a different cable and adapter

A faulty cable is responsible for many charging failures. Try a different USB cable — even a brand new cable can sometimes be defective. Also try plugging into a different wall adapter or a different wall socket entirely.

Step 5: Check the charging port

Inspect the charging port on the neck mask carefully. Look for:

• Lint, dust, or debris inside the port — gently clear with a dry toothpick or soft brush
• Any visible damage, bending, or misalignment of the port
• The cable should click or seat firmly — if it feels loose or falls out easily the port may be damaged

Step 6: Leave it on charge for 30 minutes then try again

If the battery has fully depleted it may take up to 30 minutes before the device shows any sign of life. Connect the charger, leave it alone for 30 minutes, then try powering on with the palm press method.

None of the above worked — what now?

If you have worked through all six steps and the neck mask still will not charge or turn on, it is likely a hardware defect covered under your 1-year limited manufacturer's warranty.

Please contact our support team and include:

• A short video showing the issue (charging attempt or power button press with no response)
• Your order number
• Your current shipping address

Our team will review and arrange a free replacement if the defect is confirmed. You do not need to return the faulty unit.

For full warranty details see our RegenaLight Warranty Policy.