Lumo Lift Troubleshooting

    • My Lumo Lift is flashing different colors

      If the LED on your Lumo Lift flashes when the Lift Sensor is connected to the charger, or the LED flashes immediately after the Lift Sensor is removed from the charger, or the LED remains on after removal from the charger, please follow the steps recommended below, to troubleshoot the issue:

      • Try a sensor cradle reset:
        • Place the sensor in the charging cradle, with the cradle connected to a USB power source (e.g. a USB port on a laptop, or a USB charging block).
        • With the sensor in the cradle, press and hold the sensor button for 15-20 seconds or until the device LED flashes blue / purple and vibrates once.

      If the sensor behavior does not change, please submit a request here.

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    • My Lift Sensor can't connect to the Lumo Lift App

      If you have any issue related to Sensor Connectivity - either during on-boarding or just finding the sensor while connecting to the app or if the App is unable to reconnect automatically to the sensor, when the App is foregrounded, please follow the detailed steps below to troubleshoot the issue:

      Recommended steps for Troubleshooting:

      • Confirm that the sensor is charged: Place it on the charger. When it is fully-charged, the LED turns green. Open the Lift app and try to connect to the sensor. (iOS: tap the Settings icon on the top right -> select the Sensor image -> select Add A Sensor. Android: tap the menu icon on the top left -> select the Sensor image -> select Add A New Lumo Lift Sensor.)
      • If the Lumo Lift app is running on other nearby devices, it is possible that the sensor is connected to another device, and the sensor can only connect to one device at a time. Move to an area where you are certain there are no instances of the Lift app running. Open the Lift app and try to connect to the sensor.
      • Try a sensor cradle reset:
        • Place the sensor in the charging cradle, with the cradle connected to a USB power source (e.g. a USB port on a laptop, or a USB charging block).
        • With the sensor in the cradle, press and hold the sensor button for 15-20 seconds or until the device LED flashes blue / purple and vibrates once.
        • Open the Lift app and try to connect to the sensor.

      For iOS Devices:

      • The bluetooth stack on the iOS device can, at times, prevent connection to the Lift sensor. Toggle Bluetooth off, then on (iOS Settings -> Bluetooth -> Off / On). Open the Lift app and try to connect to the sensor.
      • Try restarting the iOS device. Apple support link: https://support.apple.com/en-us/HT201559. After the device restarts, open the Lift app and try to connect to the sensor.
      • If the sensor still will not connect, confirm whether you are able to connect to any other BLE devices. If other devices can connect, the problem is most likely NOT with the iOS device, which points to a potential issue with the Lift sensor. Please reach out to us on support@lumobodytech.com for further assistance. 

      For Android Devices:

      • The bluetooth stack on the Android device can, at times, prevent the connection to the Lift sensor. Toggle Bluetooth off, then on (Android Settings -> Bluetooth -> Off / On). Open the Lift app and try to connect to the sensor.
      • Try rebooting the Android device. Performing a reboot may require different steps depending on the specific device, but for most devices, press and hold the Power and Volume Down buttons simultaneously until the device shuts down and you see the reboot animation, or a screen pops up with a Reboot (or Restart) option. After the device reboots, open the Lift app and try to connect to the sensor.
      • Location services must be enabled to allow the Lift app to scan for nearby Lift devices and establish a connection. Locations services must be enabled at the device level, and at the app level. Device level: Mobile device Settings -> Location -> toggle OFF, then ON.  App level: Mobile device Settings -> Applications -> Application Manager -> Lumo Lift -> App permissions -> Location toggle OFF, then ON. After enabling location services for the device and the Lift app, open the Lift app and try to connect to the sensor.

      Please reach out to us on support@lumobodytech.com for further assistance or clarification you may require.

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    • How can I return my Lumo Lift?

      We are sorry to hear that you would like to return your Lumo Lift. We strive hard to improve the experience for our customers, every day and would love to hear more from you on what went wrong with your Lift, so that we can help you get the best out of your Lift.

      Please reach out to us on support@lumobodytech.com for troubleshooting assistance or a request for return, with the following information: 

      1. Full Name

      2. Proof of Purchase (Order Number or Order Confirmation Email)

      Once you’ve contacted us, we will review your request and will be in touch with you via email with an RMA number and instructions on how to return your Lumo Lift.  

      PLEASE NOTE: Lumo Bodytech does not accept returns purchased through third party retailers.

      Please also note that the Lumo Lift has a 30-day return policy starting from the date your order was shipped.

      Please DO NOT send your Lumo Lift to our warehouse or offices, without an RMA number, as we will not be able to issue a refund without this information. We do not provide shipping labels for Returns. 

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    • Why does my Lift ''buzz'' when I am in good posture?

      The Lumo Lift Sensor is meant to vibrate (or buzz), only when the user is not in good posture (i.e., the user has deviated from their target posture). Therefore, we would like to recommend the following steps to troubleshoot the problem:

      1. Check the Posture Feedback Delay setting:  If this value is set too low, you may receive more posture feedback vibrations than desired. Just to be clear, if the delay is set to 15 seconds, the sensor will not vibrate until you have been out of good posture for a continuous period of 15 seconds. (iOS: tap the Settings icon on the top right -> select Posture Feedback Delay -> select a delay. Android: tap the menu icon on the top left -> select Posture Feedback Delay -> select a delay.)  
      2. Get into good posture, press the sensor button once to set the target posture, then remain in good posture for longer than the delay setting used above. Does the sensor vibrate? It should not.
      3. If the sensor is providing inaccurate feedback, the issue may be because of the way the sensor is worn. Try the tips below:
        • Please wear the Lumo Lift next to your collarbone, about an half-an-inch to an inch below it, mid-way between tip of shoulder and your neck. 
        • Please wear the Lumo Lift with snug-fitting clothes. Loose clothes cause inaccurate readings because the Lift ends up tracking your garment instead of your body. If you tend to wear loose-fitting clothes, we would suggest raising the placement of the Lift to be perched on top of the collarbone or just above it - to the point where it's sitting in a place on the garment that has less slack, and so follows your body posture, better.                                                                              
      4. Calibrate your Lift sensor often: The main reason for inaccurate buzzing or lack of accurate buzzing is lack of alignment. You MUST align your Lumo Lift several times a day to get the best out of your Lift. When? Basically, every time you enter into a posture you suspect you will be in, for a while.
        • Examples: just put on the Lift after getting dressed in the morning? Press the Lift sensor against your body to align (a triple buzz confirms that the button was pressed). First time in your office chair in the morning? Sit in good posture and press the sensor against your body to align. In a meeting room for 2 hours? Sit straight - and press the sensor against your body to align. Just sitting down after your daily chores? Sit straight - and press the sensor against your body to align.

       

      About the posture feedback delay:

      In general, you want the delay to be set to 5, 10, or 15 seconds in the first few days of operation. Setting a shorter delay helps effect change on your current posture habits. After you've acquired desirable posture habits, you can always adjust the Posture Feedback Delay to 45 or 60 seconds, but we would not recommend going above that. The idea is to get your Lift to buzz so it can help you change your current posture habits. And when it's set for too high, the sensor won’t provide feedback and you’ll not get the best out of your Lift.

      About turning posture feedback OFF or ON from the sensor:

      You can always turn posture feedback OFF or ON from the sensor by pressing and holding it for 5 seconds against your body - 2 buzzes mean it's OFF, 1 buzz means it's ON. (Turning posture feedback off/on from the sensor requires first enabling this feature via Settings -> Advanced Settings -> Use Sensor to Turn Feedback On/Off.)

      iOS Devices only: You can check what the sensor thinks your posture is (IN target posture, OUT OF target  posture, whether you’re slouching forward or back, etc) by tapping on the dashboard orb. After following all of the tips above, if you’re still receiving posture feedback more often than expected, tap the dashboard orb, and press the sensor button to set the target posture and confirm that this places the indicator at the top of the orb.  Check that the display updates as you slouch forward and back. Does the sensor only buzz if you are OUT OF target posture for longer than the feedback delay?

      If you still have troubleshooting the problem with your Lift Sensor, please submit a request here and our support team will assist you with further troubleshooting.

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    • My Lumo Lift does not "buzz" when I am slouching

      The Lumo Lift Sensor is meant to vibrate when the user is slouching or has deviated from the target posture that was calibrated by the user. If the Lift Sensor does not vibrate (i.e. buzz) when the user is in bad posture, please use the recommended steps below to troubleshoot the problem:

      1. Confirm that the sensor is charged fully. If the LED doesn’t flash green when the sensor button is pressed, charge the sensor.
      2. Confirm that the sensor vibrates when the button is pressed. If it doesn’t, try a cradle reset: Place the sensor in the charging cradle, with the cradle connected to a USB power source (e.g. a USB port on a laptop, or a USB charging block). With the sensor in the cradle, press and hold the sensor button for 15-20 seconds or until the device LED flashes blue/ purple and vibrates once.
      3. Check the Posture Feedback Delay setting.  If this value is set too high, you won’t get many posture feedback vibrations. Just to be clear, if the delay is set to 60 seconds, the sensor will not vibrate until you have been out of good posture for a continuous period of 60 seconds. For troubleshooting purposes, select 3 or 5 seconds.  (iOS: tap the Settings icon on the top right -> select Posture Feedback Delay -> select a low value. Android: tap the menu icon on the top left -> select Posture Feedback Delay -> select a low value.)  
      4. Get into good posture, press the sensor button once to set the target posture, then slouch for longer than the delay setting used above. Does the sensor vibrate?
      5. Try toggling Posture Feedback OFF and back ON. Slouch for longer than the delay setting used above. Does the sensor vibrate?
      6. If the sensor is charged and responds to a button press, and the sensor doesn’t provide feedback when you slouch, the issue may be because of the way the sensor is worn. Try the tips below:
        • Please wear the Lumo Lift next to your collarbone, about an half-an-inch to an inch below it, mid-way between tip of shoulder and your neck. For exceptions to that rule, please see the note below.
        • Please wear the Lumo Lift with snug-fitting clothes. Loose clothes cause inaccurate readings because the Lift ends up tracking your garment instead of your body. If you tend to wear loose-fitting clothes, we would suggest raising the placement of the Lift to be perched on top of the collarbone or just above it - to the point where it's sitting in a place on the garment that has less slack, and so follows your body posture, better.

      Calibrate your Lift sensor often: The main reason for inaccurate buzzing or lack of accurate buzzing is lack of alignment. You MUST align your Lumo Lift several times a day to get the best out of your Lift. When? Basically, every time you enter into a posture you suspect you will be in, for a while.

      • Examples: just put on the Lift after getting dressed in the morning? Press the Lift sensor against your body to align (a triple buzz confirms that the button was pressed). First time in your office chair in the morning? Sit in good posture and press the sensor against your body to align. In a meeting room for 2 hours? Sit straight - and press the sensor against your body to align. Just sitting down after your daily chores? Sit straight - and press the sensor against your body to align.

      About the posture feedback delay:

      In general, you want the delay to be set to 5, 10, or 15 seconds in the first few days of operation. Setting a shorter delay helps effect change on your current posture habits. After you've acquired desirable posture habits, you can always adjust the Posture Feedback Delay to 45 or 60 seconds, but we would not recommend going above that. The idea is to get your Lift to buzz so it can help you change your current posture habits. And when it's set for too high, the sensor won’t provide feedback and you’ll not get the best out of your Lift.

      About turning posture feedback OFF or ON from the sensor:

      You can always turn posture feedback OFF or ON from the sensor by pressing and holding it for 5 seconds against your body - 2 buzzes mean it's OFF, 1 buzz means it's ON. (Turning posture feedback off/on from the sensor requires first enabling this feature via Settings -> Advanced Settings -> Use Sensor to Turn Feedback On/Off.)

      iOS Devices only:

      • You can check what the sensor thinks your posture is (IN target posture, OUT OF target  posture, whether you’re slouching forward or back, etc) by tapping on the dashboard orb.
      • After following all of the tips above, if you’re still not receiving posture feedback when expected, tap the dashboard orb, and press the sensor button to set the target posture and confirm that this places the indicator at the top of the orb.  Check that the display updates as you slouch forward and back. Does the sensor buzz if you are OUT OF target posture for longer than the feedback delay?
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    • My Lumo Lift is disconnected after first-time set up (iOS)

      The following article provides troubleshooting tips for customers who have already completed setup.

      Once setup is completed, you'll see an image of the Lumo Lift dashboard, as seen below:  

       

       

       

      If you don't see the dashboard, please refer to the help articles for setting up the Lumo Lift:

      Setup for iOS

      If you open the app and the information for posture minutes and steps is not updating, please follow the recommended troubleshooting steps, below:


      1.Turn Bluetooth off/on. You can access this under iOS Settings > Bluetooth.

      2.Go back to the Lumo Lift app and confirm within the Lumo Lift App's settings whether the sensor is connected.  To do this, click on the settings icon. You should see a message which states "Connected."

      What if it says "Disconnected with Battery ---'? 

      This means that the sensor is not currently connected.  The battery indicator in this message does not reflect the current battery level for the Lumo Lift sensor. 

      1. Reset Bluetooth

      2. If this does not work, close the app (double-click on the home button and swipe up to close), open the app. If it does not connect, try within the app to connect by tapping on the Settings icon and then the image of the sensor and clicking "Add a New Sensor." Follow the instructions on the screen. 

      3.If it does not connect, restart the phone and repeat step 1. 

      4. If this does not work, perform a hard reset of your Lumo Lift sensor.

      5. Go back to the Lumo Lift app to confirm whether it's connected.

      6. If it does not connect, try within the app to connect by tapping on the Settings icon and then the image of the sensor and clicking "Add a New Sensor." Follow the instructions on the screen. 

      Please note: Performing a hard reset of the device will erase all un-synced data from the sensor.

      Still having trouble?  Let us know the steps you've tried when filing a request with support, here

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    • My Lumo Lift is disconnected after first-time set up (Android)

      The following article provides troubleshooting tips for customers who have already completed setup. Once setup is completed, you'll see a image of the Lumo Lift dashboard.  See the image below:

      If you do not see a dashboard, please refer to the help articles for setting up the Lumo Lift:

      Setup for Android

      If you open the app and the information for posture minutes and steps is not updating, do the following:

      1.Perform a Force Stop/ Close the Lumo Lift app.To perform a Force Stop of the Lift app, tap the Overview button and swipe the app off of the screen to close it.
      2. Turn Bluetooth off/on. To toggle your Bluetooth off/on on your Android device, swipe down from the top of the screen towards the bottom. It should reveal a menu screen for Bluetooth and other settings. Tap the “Bluetooth” icon to turn off BLE, and tap it again to turn it back on. Tap “Cancel” to exit out of the menu screen to return to your main screen.
      3. Go back to the Lumo Lift app and tap the settings icon on the upper left hand side of the screen to confirm that the Lumo Lift sensor is connected.

      What if it says "Disconnected with Battery --'? 
      This means that the sensor is not currently connected.  The battery indicator in this message does not reflect the current battery level for the Lumo Lift sensor. 

      1. Reset Bluetooth
      2. Restart the phone. 
      3. Go back to the Lumo Lift app to confirm whether it's connected.
      4. If it does not connect, try within the app to connect by tapping on the Settings icon and then the image of the sensor and clicking "Add a New Sensor." Follow the instructions on the screen. 
      5. Perform a hard reset of your Lumo Lift sensor. 
      6. Go back to the Lumo Lift app to confirm whether it's connected.
      7. If it does not connect, try within the app to connect by tapping on the Settings icon and then the image of the sensor and clicking "Add a New Sensor." Follow the instructions on the screen. 

      Please note: performing a hard reset of the device will erase all un-synced data from the sensor.  

      Still having trouble?  Let us know the steps you've tried when filing a request with support, here

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    • My Lumo Lift does not charge

      If the Lumo Lift Sensor does not charge when plugged to the charging dock, please try the following steps to resolve the issue:

      1. Clean the sensor and the charging dock of any dust.
      2. Make sure the charging contacts on your Lumo Lift are aligned with the contacts on the charging cradle (gold-colored charging dots). Be sure the clasp is attached to your Lumo Lift while charging.   
      3. Place the unit on the charger, give it a minute and make sure an orange or green light appears on the LED.
      4. If there is no light, unplug the charger and plug it into a different USB port or power source and try to charge the Lift Sensor again.

      If you are still unable to charge your Lift Sensor, please submit a request here.

       

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    • How can I improve the battery life of my Lumo Lift?

      The battery life of the Lumo Lift sensor greatly depends on the usage of the sensor.  

      To maximize the battery life, we recommend force-closing the Lumo Lift app when not in use.  This will prevent the sensor from syncing to the dashboard while the app is in the background.  We also strongly encourage opening the Lumo Lift app each day to sync the sensor to your Lumo Lift account.

      Please ensure you regularly charge your Lift Sensor for use.

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    • My Lumo Lift got wet

      If you accidentally washed your Lumo Lift or if your Lumo Lift has been subject to any water damage, please try the following to revive your Lumo Lift:

      1. Take your wet Lumo Lift and dry it carefully from the outside as best you can.
      2. Place the sensor in bowl or rice for 3-4 days until all moisture has been removed.
      3. Try to charge the Lift.  A green LED light will appear when fully charged.
      4. Try a hard reset.

      If your Lift still does not work after following these steps, please submit a request here.

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    • How do I reset my Lumo Lift?

      To reset your Lumo Lift sensor:

      • Place the sensor in the charging cradle, with the cradle connected to a USB power source (e.g. a USB port on a laptop, or a USB charging block).
      • With the sensor in the cradle, press and hold the sensor button for 15-20 seconds or until the device LED flashes blue / purple and vibrates once.
      • Open the Lift app and try to connect to the sensor.

      Please note, you will lose previous data if you reset your sensor without backing up your data beforehand.

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