Why Won’t My Device Start?

To begin treatment, hold down the power button for at least 3 seconds.

If the device is activated, but the treatment has not begun. The device may not recognize that it is being used, causing the green light to either blink continuously or suddenly stop right after starting, please try the following basic troubleshooting: 

• Start the treatment using at least 400 ml of water per case (warm temp).
• Start the treatment with 180 ml of water per case, with little excess water. (cold temp).
• Securely and snugly fit the electrodes and mats on your hands or feet.
• In some geographic locations, tap water may not contain enough minerals to make iontophoresis work, try again using bottled mineral water.
  • Never use distilled water, reverse-osmosis water, or highly filtered water.

Old version (Aluminum electrodes):

• Try removing excess water, or use cold, dampened towels.
• Try adding more warm water to each tray.

If you're still having issues with your device, follow  perform the below steps:

• Remove and re-insert the blade. Then, plug the AC adapter into an electrical outlet and check the adapter lights.
• Plug the AC adapter directly into a wall outlet instead of using an extension cord.
• Check the white cables to ensure they're in good condition. Pull the plug from one side and the cable from the other to check. The cable should not break.
• Make sure the cables are securely connected, cable may become loose, which could cause the device to malfunction.
• To check the cables, touch the two metal tips of the cables together. Ensure the device is in "Active Mode" by checking for a blinking green LED. Once you've confirmed the status, touch the metal tips together. The green LED light should either stop blinking or stay solid green.

Note: 

For best results when treating your underarms, please follow these steps:

• Ensure that the pockets are completely wet with water.
• Before each treatment, we suggest removing hair from your underarms and exfoliating your skin with a scrub. This is important because hair and deodorant residue can interfere with the electrical current, making the treatment less effective.
  
  

If you are still experiencing the same issue even after trying to resolve it, please locate the "Submit Request" button at the bottom of this page. By clicking on it, you will be redirected to a form where you can provide us with more details about the problem you are facing. If you have any order information, please include it in the form as well. Additionally, attaching an image or a short video that clearly demonstrates the issue will help us better understand the problem and provide you with a timely and appropriate solution.

Note for Dermadry Old Version users: 

• Too much oxidation (white spots) on the aluminum electrodes can prevent the device from delivering current, they are consumables and should be replaced after 1 to 2 years of use.
• New silicone graphite electrodes are now available for purchase.