We're happy to help! All emails will be answered within 24 business hours.

Erythroslight

This is the most common Neck &amp; Chest question and usually has a quick fix:<ul><li>The cord must plug into the top device port on the remote. The bottom port is charge-only, if the cord is there, the remote will appear on but the pad won&apos;t light.</li><li>Move the cord to the top port and try again. If the pad lights up, nothing further is needed.</li><li>Ensure the remote is fully charged. The battery icon in the top right of the display shows the current battery status, we always recommend charging it fully before use.</li><li>If it still won&apos;t light with the cord correctly in the top port, this may be a genuine fault. Send us a short video showing the remote plugged into the top port with the pad not lighting, this helps us confirm what&apos;s going on fastest.</li></ul>

This is the most common Neck &amp; Chest question and usually has a quick fix:<ul><li>The cord must plug into the top device port on the remote. The bottom port is charge-only, if the cord is there, the remote will appear on but the pad won't light.</li><li>Move the cord to the top port and try again. If the pad lights up, nothing further is needed.</li><li>Ensure the remote is fully charged. The battery icon in the top right of the display shows the current battery status, we always recommend charging it fully before use.</li><li>If it still won't light with the cord correctly in the top port, this may be a genuine fault. Send us a short video showing the remote plugged into the top port with the pad not lighting, this helps us confirm what's going on fastest.</li></ul>

My Neck & Chest remote isn't working (pad won't light up)

Troubleshooting

How to set up your Laser Pro Mask

How to set up your Neck & Chest Mask

Charging your devices for the first time

Before your first session

How to use the remote

How to select the right treatment for you

How much to use

Voice commands for your Laser Pro Mask

Getting Started

Where is my order? (tracking)

When will I receive my order?

Is shipping included?

Return & refund policy

How to start a return

Orders, Shipping & Returns

My device won't turn on

My device powers off early or won't stay on

My battery won't hold a charge

Remote not connecting

Battery care tips to extend lifespan

Charging & Battery

Is it normal to feel warmth or see mild redness after use?

Can I use skincare products before or after treatment?

What should I do if I have a skin reaction?

Eye safety during use

Understanding our FDA clearance

Safety & Skin

What is your warranty policy?

What does the warranty cover?

How do I file a warranty claim?

What happens after I submit a claim?

What is the extended warranty?

Can I purchase an extended warranty after my purchase?

Warranty

My Neck & Chest remote isn't working (pad won't light up)Updated 2 days ago