Follow these steps to diagnose and resolve common charging problems

&#xA0;Is the Charging LED lighting up?No:<ul><li>Possible Root Cause: Power adapter/cable issue Suggested Action: Use another good adapter/cable to try.</li><li>Possible Root Cause: Adapter not connected well Suggested Action: Ensure the adapter and charging wire are well connected.</li><li>Possible Root Cause: The device does not work Suggested Action: If within warranty, begin the replacement process.</li></ul>Yes:Proceed to the next question.Is the device charging?No:<ul><li>Possible Root Cause: Power adapter/cable issue Suggested Action: Use another good adapter/cable to try.</li><li>Possible Root Cause: The device protects itself, and charging time is not enough Suggested Action: Charge the device for longer (recommend 1 hour).</li><li>Possible Root Cause: Device issue Suggested Action: If within warranty, begin the replacement process.</li></ul>&#xA0;&#xA0;For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748">here</a>.

Device Not Charging

Follow these steps to diagnose and resolve rapid battery drain issues

1. Is the run time shorter than advertised?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Charging time is not enough, device not fully charged<ul type="square"><li>Suggested Action: Charge the device for a longer time (recommend 1 hour).</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>Slow Charging or Incomplete Charging1. Is the charging time very long and still not fully charged?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Adapter issue<ul type="square"><li>Suggested Action: Use original or known good adapter to charge.</li></ul></li><li>Possible Root Cause: Adapter power too low (for USB type)<ul type="square"><li>Suggested Action: Use high-power adapter to charge (for USB type).</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748">here</a>.

Battery Runs Out Quickly

Follow these steps to diagnose and resolve Device Rattling issues

Is there internal noise or obvious noise when the device is working?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause:Loose piece inside<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li><li>Possible Root Cause:Motor noise<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li><li>No:<ul type="circle"><li>Proceed to the next question.</li></ul></li></ul>Is the device louder than the specification?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause:No obvious noise, but customer feels the sound is loud<ul type="square"><li>Suggested Action: It is normal; this sound is from the design itself and cannot be eliminated.</li></ul></li></ul></li></ul> For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748">here</a>.

Rattling Noise

Follow these steps to diagnose and resolve Device Mechanical issues

Is there a mechanical issue with the device?Yes:<ul type="disc"><li>Possible Root Cause:Damaged charging port, cracked housing, piston, or shaft<ul type="circle"><li>Suggested Action: Ensure customers use the original charging wire for charging.</li></ul></li><li>Possible Root Cause:Impact damage from abuse or dropping<ul type="circle"><li>Suggested Action: Inform customers to avoid excessive force, abusive use, and dropping the device from high positions.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="circle"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul>Is there damage to the attachment?Yes:<ul type="disc"><li>Possible Root Cause:The attachment has significant abrasion and damage<ul type="circle"><li>Suggested Action: Recommend customers use slight force and low speed.</li></ul></li><li>Possible Root Cause:Oil leaking from the device<ul type="circle"><li>Suggested Action: Instruct customers to clean the oil and avoid applying too much oil on the push rod.</li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

Mechanical Issues

Follow these steps to diagnose and resolve Slow or Incomplete Charging issues

Is the device charging slowly or incompletely?Yes:<ul type="disc"><li>Possible Root Cause:Adapter issue<ul type="circle"><li>Suggested Action: Use the original adapter or a known good adapter to charge.</li></ul></li><li>Possible Root Cause:Adapter power is too low<ul type="circle"><li>Suggested Action: For USB type, suggest using a high-power adapter to charge.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="circle"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

Slow or Incomplete Charging

Follow these steps to diagnose and resolve Device Operation issues

Is the device not working properly?Yes:<ul type="disc"><li>The power button of the device has no feeling:<ul type="circle"><li>Possible Root Cause:The power button is cracked or missing<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process .</li></ul></li></ul></li><li>No action after pressing the power button:<ul type="circle"><li>Possible Root Cause:Battery is depleted<ul type="square"><li>Suggested Action: Charge the device and try again.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process. </li></ul></li></ul></li><li>LED lights on but the device does not work:<ul type="circle"><li>Possible Root Cause:Battery is depleted<ul type="square"><li>Suggested Action: Charge the device and try again.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process. </li></ul></li></ul></li><li>Turns on for a few seconds and then off:<ul type="circle"><li>Possible Root Cause:Battery is depleted<ul type="square"><li>Suggested Action: Charge the device and try again.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.&#xA0;

Device Operation Issues

Agent Knowledge Base

Product Support

Products

Wellness

Theragun Sense

We Value Your Feedback!

July 2024 Announcements

July

August 2024 Announcements

August

Announcements 📢

Serial Number Locations

Introduction & Unboxing Videos

Features & Benefits

Target Audiences & Use Cases

How to Use & Safety Precautions

Helpful Device Links

TheraFace PRO

Introduction, Quick Start Guide & Unboxing Videos

TheraFace Mask

Beauty

Theragun Relief

Theragun mini

SmartGoggles

RecoveryTherm Cube

RecoveryTherm Back

Theragun PRO Plus

How to Use & Safety Precautions copy

Theragun Elite

Theragun Prime

RecoveryAir

Wave Solo

Wave Duo

Wave Roller

Wave Series

TheraCup

RecoveryTherm Knee

RecoveryPulse

PowerDot

Performance

Does Therabody offer Discounts?

What Payment Options does Therabody Offer?

General Questions

Macros

Menu & Views

Customer Profiles

Writing responses

Managing Availability

About Tickets

Snoozing Tickets

Merging Tickets

Internal Notes

Ticket menu

Viewing Ticket History

Ticket Workflow

Agent collision detection

Ticket Fields

Tickets

Identifying Chat Messages

Chat

Gorgias

How to Create an RMA

How to Cancel an Order

How to Check the Status of an Item Fulfillment (IF)

How to Create a Sales Order

How To Identify and Handle 3PL Errors

How to Locate an Order

How to Process a Credit Memo & Refund

Updating Shipment Locations

Tax Exemption Request

How to Confirm an Authorized Retailer

Netsuite

Creating an Ecomm Request (Leadership Only)

Creating an App Issues Request (Leadership Only)

Jira

Accessing eFactory for Order Status and Inventory Check

Amazon Returns Tracker Overview

Managing Returns in Seller Central

Standard Cases

Amazon

Accessing Moduslink Dashboard (Power BI)

Moduslink

FedEx Fulfillment

FedEx.com

FedEx

How to Track Packages via Europaket+

Europaket+

How to Obtain Proof of Delivery

Shipping Carriers

PowerDot App Version History

Therabody App Version History

Apps

System Guides

What is the Therabody Return Policy?

What is the Therabody Warranty Policy?

What is the Therabody Price Adjustment Policy?

Students & Teachers Discounts

Affiliate Discounts

Website Discounts

Military & First Responder Discounts

Events Discounts

What Types of Discounts does Therabody Offer?

Pricing & Discounts

Therabody Refurbished Device Insert Letter

Refurbished Devices Return Policy

Refurbished Devices Warranty Policy

Therabody Outlet

Policies

Fraud Management- Best Practices

Handling DCL Return to Sender Cases

United Airlines MileagePlus Partnership

Warehouse Distribution Charts

Distributing Discount Codes

Possible Fraud Ticket Types

Immediate Escalation to Therabody Leadership

Escalation Priority Chart

Advice/Visibility Escalations

Compliance Escalation Process (Therabody Team Only)

Cases Requiring Escalation (Breakdown w/ Examples)

Cases That DO NOT Require Escalation

Managing Customer Injury and Complaint Claim Escalations

Escalations

Upgrade Path Chart for Product Substitutions

How to Process a Warranty Request

Handling Customer Requests for Shipping Address Changes

Return to Sender Requests

How to Create a Return Label (EMEA)

How to Create Return Labels (FedEx.com)

How to Create Return Labels (FedEx Fulfillment)

How to Process a Return Request

Returns

Lost/Stolen Package Assistance Procedure

APO/FPO- Delayed Shipment

Handling Missing Goods Cases

Fulfillment Issues

Order Support

US & CA

EU, UK, ANZ

Lost In Transit: Claim Filing

Retail/Reset Store Escalations

Handling Retail/Reset Store Requests

Warranty (Replacement) Inquiries from Retail/Reset Stores

Return (Refund) Inquiries from Therabody Retail/Reset Stores

Retail/Reset Processes

Process Guides

Prime Day

July 2024

Back to School Sale

ANZ Father's Day Sale

August 2024

Deals & Promotions

Handling Customer Requests to change Billing Address

Order Management

Therabody Limited Warranty

How do I submit a warranty claim?

Thearbody Limited Warranty

What is Therabody's return policy?

How do I start a return?

The returns process after initiation.

How does Therabody define "like new" condition?

How do I start a return for a Therabody in-store purchase?

How do returns work with Affirm?

Return Policy