My Neck Mask Stopped Working

If your RegenaLight neck mask has stopped working or will not charge, here are some steps to troubleshoot before reaching out to us.

Troubleshooting Steps

Step 1: Check the Charging Connection

• Make sure the USB cable is fully inserted into the charging port on the neck mask
• Try a different USB cable as the neck mask uses a standard USB cable available at any electronics retailer
• Try a different power adapter or USB port
• Charge for at least 30-60 minutes before attempting to turn on

Step 2: Check the Power Button

• Hold the power button for 2-3 seconds to turn on
• Do not tap; hold it down until the lights activate
• Make sure the device is not still plugged in while attempting to turn it on

Step 3: Check for Charging Indicator

• When plugged in, the neck mask should show a charging indicator light
• If no light appears when plugged in, the issue is likely the charging port or cable
• Try a different cable first. If still no indicator light, the charging port may be defective

Still Not Working?

If the neck mask still will not turn on or charge after these steps, it is covered under our 1-year warranty.

Please contact us at hi@regenalight.com with:

• Your order number
• A short photo or video showing the issue

We will send a replacement neck mask to you immediately. You do not need to return the defective unit.

Questions?

Contact us at hi@regenalight.com and we will be happy to help.