Troubleshooting

Question 1

My Skiin Pod won't connect to the App. What should I do?

Accepted Answer

**Try these troubleshooting steps:**

1. Make sure that Bluetooth is enabled on your phone
2. Place the Pod and phone close to one another - there should be no obstructions between the Pod and your phone
3. Make sure your Pod is fully charged, with the yellow blinking light indicating that it's ready to pair (when connected, the blinking light will be blue)
4. If the Pod appears in your phone's Bluetooth settings device list but is still not paired with the app, select the pod from the list and

Question 2

My Skiin Pod won't charge. What should I do?

Accepted Answer

If your Pod won't charge, try using a different USB cable and adapter, or a different power source. If none of these steps resolve the problem, contact Skiin Customer Support or email support@skiin.ca, especially if your product is within the warranty period.

Question 3

Why is there missing data on my Skiin App?

Accepted Answer

This could be due to a disconnect between your Pod and mobile device. To avoid data loss, we recommend keeping your phone as close to you as possible throughout the day.

Question 4

How do I identify which Skiin Pod is mine?

Accepted Answer

If multiple users within one home are using the Skiin Connected Clothing System, it's possible for the Pods to get mixed up. For this reason, the app has an Identify Pod feature.

**To identify your Pod:**

1. In the app, find and open the Devices page
2. Tap the Pod you would like to identify
3. Tap the Identify Pod button, and the LED of your personal Pod will start to flash with multicolor lights for 5 seconds

Question 5

How do I reset my Skiin Pod?

Accepted Answer

To reset your Pod, insert it into the charging dock and use a paper clip or other sharp object to press the hole on the bottom of the charger. But we recommend that you avoid resetting unless recommended by a customer experience representative.

Question 6

What do the Garment Signal icons in the app mean?

Accepted Answer

In the app, the Devices page includes a garment signal that indicates connectivity and communication. Options for this signal are Good or No Signal.

**Signal States:**

- **Good** — The garment is capturing the signal accurately without any interruptions
- **No Signal** — Indicates that you are not wearing the garment and hence the app is unable to capture any data

**If you see "No Signal":**

No Signal generally means that you're not wearing the garment, or that the sensors aren't properly to

Question 7

I see "No Garment Detected" in the App. What does this mean?

Accepted Answer

This probably means that the Pod is not connected to the app. In the app, use the Reconnect button.

Question 8

The Skiin App cannot find my Pod. What should I do?

Accepted Answer

**Try these troubleshooting steps:**

1. Check your phone settings to ensure that Bluetooth is turned on
2. Check the Pod's LED indicator:
3. If the Pod is showing up in your phone Bluetooth settings device list but not paired with the App, select the pod from the list and click 'Forget device' in Bluetooth settings and start the pairing process again

**LED Indicator Guide:**

- **Rapidly blinking yellow** — Pod is not connected and is searching for a connection
- **Slowly blinking blue** — Pod

Question 9

The LED indicator light on my Skiin Pod is off, but I didn't turn it off. What happened?

Accepted Answer

Before shipping, we set each Pod to Shipping Mode, which essentially means the Pod is sleeping. Pods need to be charged before activating and pairing. To activate the Pod, insert it into the plugged-in charging dock until you see a magenta light. When you remove the Pod, you should see a blinking yellow light, indicating that the Pod is ready to connect.

Question 10

My Skiin Pod battery is dying faster than before. Why?

Accepted Answer

If your Pod loses charge faster than it did before, contact Skiin Customer Support, especially if your product is within the warranty period.

Question 11

Do I need to keep my phone close by when wearing the Skiin System?

Accepted Answer

Yes, it is recommended to keep your phone close by as much as possible. The Pod will save up to 1 hour of ECG and up to 12 hours of non-medical data.

Question 12

Why is the Garment Signal on my App poor or inconsistent?

Accepted Answer

**Common causes and solutions:**

**1. The underwear band has flipped on your waist**
Ensure that the garment band is sitting flat on your body throughout the day.

**2. Your skin may be dry**
Moisture improves skin readability. Apply moisturizer where your skin is in contact with the garment band.

**3. You're moving too much**
Rigorous movement may affect the signal. Try taking a break and see if the connection is restored.

**4. Disabled location settings on Android**
If you have an Android p

Question 13

I accidentally paired the wrong Pod. How do I fix this?

Accepted Answer

In the app, look for and tap the Connected to a Wrong Pod? message at the bottom of the successfully paired screen. Click to unpair, and the app will walk you through the process to pair the correct Pod.

Troubleshooting

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