If this is your first time using the device, please make sure the plastic protection has been removed from the sensor. In some cases, the protective film may not be immediately visible.
Check that your charger is properly connected to a power source. When placing the bracelet on the charging station, ensure it is positioned correctly — you should hear a “click” when it is securely connected.
You can try to connect the charger to a different USB port as for example the USB port of a personal computer.
If needed, gently press the bracelet against the charger with your thumb. If the LED light turns on only while pressing, this may indicate that the connection is not fully aligned.
We also recommend cleaning the charging station pins using a soft tissue lightly moistened with alcohol, then trying again.
If it still does not charge and there is no red light glowing, please follow the troubleshooting steps through our support bot on the right bottom of the following page Hilo FAQ
During the process, you may be asked to share photos, videos, or additional details to help us better understand the situation. Once completed, a support ticket containing all relevant information will be sent to our Customer Support team for further assistance.