Troubleshooting Your DeviceUpdated 44 minutes ago
Having trouble with your Solawave device? We’re here to help you get back up and running quickly.
Try these quick fixes first (based on the most common issues we see):
General charging and usage tips (important)
Always use the USB-A to USB-C charging cable (or magnetic cable for the Radiant Renewal Wand) that came with your device. Cables can look similar but are not interchangeable. For example, USB-C to USB-C cables typically won’t work and may damage the device.
Plug into a standard 5V charging block (avoid fast chargers or chargers labeled QC or PD)
Always disconnect your device from the charging cable and power source before turning on. Your device is designed not to power on while charging.
New users: Press and hold the power button for 2–3 seconds until the device turns on (a quick tap will not work).
For Wrinkle Retreat Pro and Neck & Chest Pro Masks
Make sure the controller is connected to the mask — it will not work wirelessly
Charge the controller only (not the mask itself)
If the light appears yellow or orange instead of red, this is normal and expected (LED brightness and skin reflection can affect how the red light appears to your eyes).
For the Radiant Renewal Skincare Wand
The wand uses a magnetic charging cable — make sure it’s securely attached
If charging isn’t consistent (the light at the bottom flashes when charging, remains steady when fully charged), try cleaning and repositioning the magnetic connector
Still having issues? We’ve got you covered.
Get step-by-step help (recommended). Use our guided troubleshooting tool to quickly identify and fix your issue.
Answer a few quick questions about your device, and this guide will:
Walk you through solutions tailored to your device
Help you fix common problems instantly
Allow you to submit a warranty claim request if needed
Take just a few minutes
Start troubleshooting now: Click HERE
We’re committed to making this as quick and easy as possible. Most customers find a solution in just a few minutes using the tool above, but if you still need help, just let us know!