• Make sure the power cable is firmly connected to both the
Joovv and a wall outlet.
•
Check the wall outlet you are using works with other
household devices.
• Make sure you're using the power cable that came with
your Joovv and that it's the correct cable type for your
geographic region.
• If your Joovv still won’t turn on, it may need to be serviced
or replaced. To request assistance, please email us at
help@joovv.com and include a detailed explanation of the
issue you’re experiencing.
My Joovv won’t turn on.
• Power off all devices. Power on all devices.
•
Make sure the pairing switches on all devices have been
set to the correct position.
•
Follow devices will show “No” on the display until
successfully paired with a lead device. Once paired, the
display will show “Yes” for one minute and then will
change to “:”.
My Joovv devices won’t pair together.
• The “Time” button adjusts the treatment time in
increments of 1 minute, with a maximum treatment time
of 20 minutes. The time will cycle back to 1 minute when
the display exceeds 20 minutes.
•
When the desired treatment time is selected, it will be
shown on the display.
•
Pressing “Play/Pause” will start the treatment. If “Play/
Pause” is pressed again during the treatment, the session
will pause. When paused, the session time will be
rounded up to the closest minute on the display.
• If the timer has been adjusted and the treatment started,
the device will recall the newly programmed treatment
time for subsequent sessions.
I’m not sure how to use the timer in the
control panel.
• If the standard door hook is not the appropriate size for
your door, you may contact us at help@joovv.com to
request a larger size. All inquiries must include a detailed
summary of your issue, including measurements of the
door you intend to use.
My door hook is not large enough for my door.
• Power down your Joovv and disconnect the power cable
from the device and wall outlet.
•
Wait 30 seconds before plugging the power cable back
into the device and wall, then turn the device on.
• If the device is still malfunctioning, it may require service
or replacement.
• You may contact us at help@joovv.com, including a
detailed summary and photos of the device while
powered on. Including a photo of the device will expedite
the warranty/service process.
My Joovv is flashing.
• We offer nearly 24/7 online support via email and live
chat throughout the week. All of our Customer Success
Representatives are real, friendly people working from our
headquarters in California. We love answering questions,
providing support, and helping you pick out the best Joovv
for you.
• We don't offer phone support because we truly believe it
wouldn't be possible to provide the same level of service
over the phone. We decided to keep our support online for
a few reasons:
⁃
We can instantly view your questions, order
information, system details, and other information so
we can troubleshoot efficiently and effectively.
⁃
We don’t use any automated systems, which means
you’re always being supported by a real Joovv
employee.
⁃
It's faster. We can quickly get to the bottom of your
questions without putting you on hold.
⁃
Online support keeps detailed records in one place. This
ensures nothing gets lost in translation if we need to
escalate your issue.
⁃
We'll always have access to previous inquiries, so you
won't have to repeat questions.
Why isn’t your phone number listed?
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