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Frequently Asked Questions

faq-people
Healy Hardware
How much does a replacement Healy cost (out of warranty)? I have lost my Healy, what can I do?
Can't find my Healy device in the smartphone Bluetooth settings
I have to manually hold the charging cord on to Healy in order for it to charge
Why does the battery of my Healys discharge so quickly?
Healy gets warm during use
The plastic clip on my Healy is broken
Can I use adhesive electrodes and wristbands that I purchased from a different company with Healy?
Operating time of Healy
How to connect the bracelet electrodes to Healy and how to place them on your wrist
Bluetooth and connection problems
General troubleshooting solutions
The lead part of the cable broke off and is stuck within the internal body of the Healy.
Where is the Healy device produced/manufactured?
How to turn on Healy?
Green light is not constantly blinking
How to reset Healy (hardware reset)?
Why doesn’t the Bluetooth light blink permanently?
Which code do I need to connect my smartphone to the Healy?
Can an Independent Healy World Member who has already been placed still be moved to the other leg?
Why does my Healy need to have GPS/location sharing turned on for Bluetooth connection when other devices do not?
The battery of my Healy dies before reaching 0%. What can I do?
The Healy app displayed an incorrect serial number after scanning.
What is the minimum operating system requirement for Apple and Android devices?
Ambient temperature range when operating Healy
How can I clear the App Cache on my phone?
Healy battery is not fully charged
Which charger can be used for Healy?
My Healy is not connecting to the Healy App
Can I connect the Healy device to both Healy App and HealAdvisor Analyse App at the same time?
How can I clear the Bluetooth Cache on my phone?
I do not feel anything with the bracelets or adhesive electrodes even at 100% intensity
I have experienced skin irritations after applying microcurrents through electrodes
Why is the Healy not found by either the Healy or the HealAdvisor Analyse app?
The Healy is 100% made in Germany. So why is there no German company mentioned?
The lead socket of my cable broke off
Healy LED functions and reactions
Healy Watch
What is the Music option and how does it work?
My BRA measurement did not show all results
How do I receive phone notifications on Healy Watch?
Is the Healy Watch waterproof?
Why is my BRA graph upside down?
What is the Bluetooth range of the Healy Watch?
What does the Sleep Mode do?
How to see the current Weather information on my Healy Watch device?
How to turn the Healy Watch off or on?
How do I get the SOS feature to work?
How does the “Find Phone” feature work?
How does the “Take Photo” feature work?
The Healy Watch App can't find my Healy Watch
The Healy Watch device shows wrong date and/or time
Healy Watch Firmware update interrupted
How can I clear the App Cache on my phone?
Sleep Data is Inaccurate
How do I manually update the Healy Watch App?
What are the program recommendations based on?
I can't run some workout types
I have no profile photo in the Healy Watch App
Why are the same programs always shown to me after BRA measurement?
How do I register in the Healy Watch App?
How can I clear the Bluetooth Cache on my phone?
There is no data displayed in my Healy Watch App
There are no programs shown under Healy Connect
My Healy Watch is not connecting to the Healy Watch App
What does the Sleep Ratio represent?
Can I connect another Healy Watch to my account?
Can I log in the Healy Watch App with another account ?
HealAdvisor App
Where can I learn more about the programs?
Outdated - Where can I learn more about the Digital Nutrition Application?
Do I need to update my Healy to V.226 if I want to use the HealAdvisor App?
Forgotten password
I can’t login into my account
Do I need a constant connection to the Internet?
How is the database of the HealAdvisor App updated?
What subscriptions are there in the HealAdvisor App?
How do I register? (Apps)
Do I have to purchase Healy before I can use the HealAdvisor App?
Translation is missing for some text
How do I turn on/off push notifications?
What does the HealAdvisor module Bioenergetic Vitalisation do or what is the purpose of this module?
How can I review the terms of use, privacy statement and declaration of consent which I am agreeing to at the login screen?
When I press on „Start Program“, it tells me to install the Healy App, which I already have
Does the HealAdvisor Search module really search for the frequency my body needs?
What is the minimum operating system requirement for Apple and Android devices?
I have lost My Programs list
Nothing appears in my Shopping list
OUTDATED What information from the Assistant affects the Shopping list?
In what cases can I lose my data?
I can’t find the term that I am looking for
The HealAdvisor App subscriptions have a greyed out button and cannot be started
Cloud data is not synced, „Cloud Sync Error “
Login button does not respond
How do I manually update the HealAdvisor App?
Login button is greyed out
How do I change my Healy Edition?
HealAdvisor Analyse App
Login button is grey in the HealAdvisor Analyse App
Steps to Activate device with existing Master Device
Endless spinning wheel on master key screen
Why am I still able to perfom a Cloud synchronization in Demo mode?
What is Demo mode?
Will the data that I have stored in Demo mode be visible on another smartphone device?
How do I manually update the HealAdvisor Analyse App?
Synchronization options in HealAdvisor Analyse App
HealAdvisor Analyse app does not work on another smartphone
Spinning wheel/Loading on Disclaimer screen
No or only some databases are displayed to me
Some or all of my clients disappeared after reinstalling the HealAdvisor Analyse app
When starting an application with the HealAdvisor Analyse Resonance module, the connection to the Healy is interrupted.
It is not possible to create clients
Master Key not available / lost
Error: Can't connect to the login server: undefined
Authorization failure upon login
I immediately get to the login screen even though I never registered a Cloud account
Does the HealAdvisor Analyse App record my fingerprint?
What is the minimum operating system requirement for Apple and Android devices?
Where should I save my “Master Key”?
Do I have to use the electrodes with the HealAdvisor Analyse App?
HealAdvisor Analyse App crashes/freezes when pressing on Lists
Can I rename the master key or change its content?
Can I minimize the HealAdvisor Analyse App when running an analysis?
The synchronization of the HealAdvisor Analyse App is stuck at 10%
In the HealAdvisor Analyse App, my “Master Key” will no longer sync. It just keeps saying “Encryption in progress”, but never finishes.
I ordered the Bioenergetic Revitalization subscription and cannot get it to load. The buttons are greyed out
Healy App
Is there a limit to the number of programs we can run in the course of one day?
What does the progress percentage underneath the progress circle actually mean?
Can I upload my own frequencies to the Healy?
How do I manually update the Healy App?
Will the programs always be available on the Healy?
Constant reconnection when you move the Healy app to the background and then bring it back to the foreground
The Healy app displayed an incorrect serial number after scanning.
What is the minimum operating system requirement for Apple and Android devices?
Can I answer a call on my smartphone if the program is running or will this interrupt the program?
Why do some Healy app programs transmit/load very quickly?
Programs are not opened from Healy Watch or HealAdvisor App "Unbekanntes Program"
App frequently loses connection to Healy
Problems with the contact indicator (black circle, white, grey)
How can one recognize that "Indication" is used in the frequency program?
How can you tell that "Resonance" is in use in the frequency program?
How can you recognize that the "real time" program logic is used in a program?
Healy programs are missing after installation
How far away can you move from the phone when running a program without being disconnected?
How many programs can I run during one day?
Can we turn off our smartphone once we have started a Healy program?
What do the Hz numbers mean and why are they always changing?
When you try to connect Healy for the first time, you see (in red): “Anderes” device.
Why do I not feel anything? Why can I feel some frequencies and some others not?
What is the therapist TAN link?
Do I have to use electrodes to apply a Healy frequency program?
What does the OK or NOK notification text mean when the Healy App is minimized?
I see 0 Hz when using a particular Healy program
I can't feel anything when I am using the bracelets
I have experienced skin irritations after applying microcurrents through electrodes
How can I clear the Bluetooth Cache on my phone?
My Healy is not connecting to the Healy App
How can I clear the App Cache on my phone?
The Healy App crashes/immediately closes when connecting to the Healy and my iPhone.
Can I stop a program before it is finished?
Healy Coil
What are the benefits of using the Healy Coil? How does the Healy Coil work?
How does the Healy work when used with the Healy Coil?
How does the HealAvisor Analyse App work?
Healy Backoffice
How does the sponsor link work?
Where in the Backoffice can a sponsor find a listing of their new Independent Healy World Member?
Can I change from Independent Healy World Member to Customer and then back to Independent Healy World Member?
I can't see all the pages of the Support Center.
I cannot download my commission invoice.
When uploading the required documents in the Backoffice, the error message 500 appears.
My dashboard does not seem to contain any information. What to do?
I can't watch the videos in my dashboard.
I am logged into the Backoffice, but I cannot click any of the buttons. The page does not respond.
I don't see any points for my newly registered Independent Healy World Members.
A downline of mine has bought an upgrade, but is shown in the Backoffice with the old version.
How can there be a negative volume of points in one leg?
My Independent Healy World Member is not visible in my binary tree.
I can't log in to the Backoffice or the store. I get the error message 500.
In my profile the correct country is stored, but when ordering in the store it changes.
In my backoffice there is an incorrect country setting. How can I change the country?
Can I become a distributor in a country where the market is not yet open?
The language is set incorrectly in my back office. How can I change this?
A Independent Healy World Member is placed automatically, however, in a different leg than I would like. Can I change this?
What promotional material can I use and where can I get it?
Since I switched from Independent Healy World Member to Customer, I can no longer log in to the shop.
Points have disappeared in my Backoffice that have not yet been paid out.
Can an Independent Healy World Member who has already been placed still be moved to the other leg?
Where can I see if my order was successful?
Is there a transition phase, where I can buy some products from both business models?
In alignment with the subscriptions, how can the members get PVs?
Why does Healy operate with the new business model?
Healy Shop
Can I select the shipping method, or the shipping company?
Will the order with a status (Failed/Pending Payment) be processed in the shop/Backoffice? // Are only the orders with the status "Processing/Completed" processed?
Will I receive an order confirmation by e-mail if the payment was successful?
Is just an upgrade to the next level possible?
How can I buy an upgrade? Where can I find the prices for upgrades?
Are the products on the shop page always updated? How do I know if a product is currently not available?
How can I transfer an order to another account?
Can I edit my order later? How can I change my order?
Why did I not receive a confirmation e-mail after registering?
How can I cancel my subscription?
I cannot access my account. What can I do?
My order has failed several times. What should I do?
Are there predefined packages or is there also the possibility to make your own selection?
Are there alternatives to the subscriptions?
Is it possible to book some additional program groups and modules?
How many programs, program groups and modules are included in the Healy Editions? What are the prices for the Healy Editions?
How can I get the warranty for the bracelets?
Does Healy offer different editions? Which editions does Healy offer and what do they contains?
Is it possible to charge my credit card again if the payment of an order was not successful?
I cannot choose a payment method.
The payment with PayPal does not work. What can I do?
Is the discount connected to a Healy?
How can I open and respond to a ticket as a customer?
What will happen with a subscription in case of a Healy device transfer? Who is getting the benefits of the devices and the discounts of the subscriptions?
What will happen with a subscription in case of a Healy device transfer? Who is getting the benefits of the devices and the discounts of the subscriptions?
Is there an opportunity to withdraw from an already signed contract?
How long is the accounting period for subscriptions and when does it begin?
What are the terms of payment for subscriptions?
What are the cancellation options?
I want to book 4 or more program grups or modules, but at several points of time. Can I still get the full discount?
I am interested in a self selected choice of program groups and modules. How does this work and how expensive is it?
The amount was debited from my account even though the order failed.
I would like to upgrade the Healy of a friend. How can I do this?
How can I cancel an order?
When do I get my refund after a return?
Who will cover the cost of the return label?
What payment options are available at Healy?
Is payment by installments possible?
I would like to order a subscription. What payment options do I have?
Why did the payment with my credit card fail?
Can the customer upgrade a Healy bought before 07/07/2021?
Can the customer upgrade a Healy bought before 07/07/2021?
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