Troubleshooting

My RegenaLight Mask Won't Turn On: Troubleshooting Guide

My RegenaLight Mask Won't Turn On: Troubleshooting Guide If your RegenaLight mask isn't powering on, work through the steps below in order before assuming there is a defect. Step 1 — Make sure the mask is fully charged The most common reason a mask won't turn on is that the battery is depleted. Plug it in using the included USB cable and a 5V/1A wall adapter. The indicator light will blink red while charging and turn solid green when fully charged. A full charge takes 1-2 hours. Do not attempt to power on the mask while it is plugged in — it will not turn on while charging. Unplug it first, then try to power on. Step 2 — Use your palm, not your fingertips The RegenaLight powers on via a capacitive touch sensor on the forehead logo. To activate it, press and hold the logo firmly for 2 seconds using the full pad of your palm or thumb — not your fingertips. Fingertips often do not register on capacitive touch sensors, particularly if your hands are dry, you have thinner fingertip skin, or you experience reduced fingertip sensitivity. This is one of the most common reasons customers think their mask is defective when it is actually working fine. Switching to a palm press almost always resolves this. Do not use fingernails — they will not register on the sensor. Step 3 — Try a different wall adapter The USB cable works with any standard wall adapter. If your adapter outputs more or less than 5V/1A the charging process may not complete correctly. Try a different adapter — a standard phone charger works well. Step 4 — Try a different USB cable The charging port accepts a standard USB cable. If the included cable is damaged or incompatible with your adapter, try a replacement. Any compatible USB cable will work as long as the connector fits the charging port. Step 5 — Let it charge uninterrupted for 2 hours If the battery has been fully drained it may need a longer charge before it can power on. Leave it plugged in uninterrupted for a full 2 hours, then unplug and attempt to power on using your palm. Still not working? If you have worked through all five steps and the mask still will not power on, please send us a short video showing the issue to hi@regenalight.com with your order number. We will review it and get a replacement sent out if needed. You do not need to return the original unit.

How Long Does the RegenaLight Battery Last?

How Long Does the RegenaLight Battery Last? Battery Capacity The RegenaLight mask features a 1200 mAh battery, giving you more sessions per charge than ever before. Sessions Per Charge The mask delivers 3-5 sessions per charge at 15 minutes each. You can do up to two sessions per day, so a full charge typically lasts 2-3 days of regular use. Charging - Charge using the included USB cable and a standard 5V/1A wall adapter - The indicator light blinks red while charging - The indicator light turns solid green when fully charged - A full charge takes approximately 1-2 hours - Do not use the mask while plugged in — always unplug before powering on Tips to Maintain Battery Health - Let the battery drain fully before recharging occasionally — this helps maintain long-term battery health - Always use a 5V/1A adapter — higher output adapters can affect charging performance over time - Store the mask in a cool dry place when not in use Questions? Contact us at hi@regenalight.com and we will be happy to help.

My Neck Mask Stopped Working

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.

My RegenaLight Face Mask Won't Charge

My RegenaLight Face Mask Won't Charge If your face mask is not charging, showing no indicator light, or stopping partway through a charge, work through the steps below in order before reaching out to our team. Most charging issues are resolved without needing a replacement. Step 1: Do not turn the mask on while plugged in The face mask must not be powered on while connected to the charging cable. If you are pressing the power button while it is plugged in, it will not respond. Unplug first, then power on. Step 2: Check what the indicator light is doing The charging indicator light tells you a lot: - Blinking red or orange — charging normally, battery is low - Solid green — fully charged, ready to use - No light at all — battery may be fully depleted, or there is a cable/adapter issue (continue to Step 3) - Light comes on briefly then disappears — loose connection or faulty cable (try Step 4) Step 3: Let a fully depleted battery sit on charge for 30 minutes If the battery has completely drained, the mask may show no sign of life for up to 30 minutes after connecting the charger. This is normal. Connect the charger, leave it completely alone for 30 minutes, then check the indicator light again. Step 4: Try a different cable and adapter Cable faults are responsible for a significant number of charging failures. Try: 1. A completely different USB cable 2. A different wall adapter — use a 5V/1A adapter specifically. Avoid laptop USB ports, computer USB ports, or power banks as these often do not supply sufficient or consistent power 3. A different wall socket If the mask starts charging with a different cable or adapter, the original cable or adapter is the problem — not the mask. Step 5: Check the charging port for debris or damage Inspect the charging port on the face mask closely: - Look for lint, dust, or debris inside the port — clear gently with a dry toothpick or soft brush - Check that the cable seats firmly and does not fall out or feel loose - Look for any visible bending, misalignment, or physical damage to the port opening A loose-fitting port or visible damage suggests a hardware defect. Step 6: Do a full drain and fresh charge cycle If the mask charges inconsistently or stops mid-charge: 1. Use the mask until the battery is completely flat and it powers off on its own 2. Connect to a 5V/1A wall adapter and charge uninterrupted for the full 2–3 hours until the indicator turns solid green 3. Do not interrupt the charge cycle This recalibrates the battery and often resolves erratic charging behavior. Step 7: Try the palm press to power on after charging Once fully charged, unplug completely. Then press and hold the full flat of your palm firmly against the forehead logo for 2–3 seconds. Fingertips often do not provide enough surface contact for the capacitive sensor to register — especially if the button area is dry. None of the above worked — what now? If you have worked through all steps and the face mask still will not charge, 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 with no indicator light, or the cable not seating properly - 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.