Help!

First of all, don’t panic, there is usually a logical explanation for most things. In my experience, not too much goes wrong with Healy. The most common problems are impatience, lack of knowledge or not understanding how things work. Below are a few places to help yourself:

Manuals

The manuals can be found in each app (see below) or in the back office > tools > downloads

  1. How to look after your device, contraindications, instructions for use is in the Pink app under Info Centre > Instructions for Use
  2. Information about the programs is in the Pink app under Info Centre > Guide
  3. Information about the Blue app (HealAnalyse) is in Settings > Manual

If there is a change in capabilities after updating either your phone software or any of the Healy apps, check on the news part of the app or keep an eye out for an email from Healy.

Search

  • Use the search function on website
  • Ask Harmony the chat bot on any healy shop site
  • Search in the Frequency Experience FB group
  • Frequently asked Questions
  • If you have lost your Healy and have a second one, you can enter the lost Healy as a client and run an aura analysis with the focus and intent on the missing Healy showing up. It’s been done before!

Basic trouble shooting checklist

  • Turn the Healy on before opening the app.
  • Is the battery charged? If the Healy green light flickers 5x then turns off – the battery needs recharging. The battery status is top right in the apps.
  • Is your phone IOS software up-to-date?
  • Make sure the app has access to camera, location, bluetooth and permissions.
  • Are your Healy apps up-to-date? For the pink app check in settings > my Healy > program version, click and it will check the latest. In the blue app check settings > App Version and compare with the app store.
  • Do you have a lot of other apps open? If so, swipe off to close – turning off phone will do this too.
  • In the old blue app > settings > cloud settings > turn off auto sync, this will stop the app continually connecting to the server if it is slow, (end of month sale finishing, server upgrading or lots of shop activity). It will mean you will have to sync manually one a week or month to put clients and lists created since last sync on the cloud.
  • How much operating room do you have left on your phone? You’ll need 20% data space available to make a phone run well. Consider deleting excess photos, unused apps, emails etc. Telegram is a big hog for phone space.
  • Have you turned your phone off and on?
  • Is your wifi or cell connection strong? To test, try connecting on a friends WIFI to see if that fixes the issue.
  • If the Blue app is having problems connecting and you are on a VPN Network, turn it off.
  • Have you been using any other bluetooth devices? Switch the other device off, turn off phone bluetooth and turn on your healy and bluetooth, this should connect healy on the top spot again.
  • Try resetting the Healy by holding the button down for 15 seconds until the green light comes on – this is a hard reset.
  • Clear the bluetooth cache.
  • If you have battery problems you can reset the battery by plugging the Healy into the power and holding down the button for 15 seconds until the light comes on. See battery tips video
  • You can try deleting and reinstalling the apps

Basic Setup Training & Trouble Shooting

Healy Support Centre

If there is a universal problem with the app, everyone will usually be notified by email, otherwise check newbies facebook page or tech tip Tuesdays Telegram page for anomalies others may be experiencing. Sometimes Apple or Samsung do a big upgrade and it can cause issues. If you have checked for updates of apps and phones and exhausted all other options, including contacting me, then put a support ticket in.

How to put a support ticket in:

  • Access is from the back office for members and shop for everyone.
  • Login to your shop and under your name at the top there is a dropdown called Dashboard.
  • In the lefthand menu click  Support Center.  You will need your Healy serial number.
  • Click Submit a new case and choose the applicable topics.
  • Character space is limited, so a short, facts only description of what is wrong is best.
  • Include screen grab photos (in jpg, pdf or png format) – there is an upload limit of 10mb and you have to load them all at once.
  • You should get an email notification to say your ticket has been received from Healy.