1. Unplug the USB-C charging cable from the controller.
2. Keep the mask cable plugged into the larger top USB-A port.
3. Press and hold the M / power button.
4. If nothing happens, recharge through the smaller bottom USB-C port, then unplug and try again.
5. If it still won’t start, contact us with a photo of both connections and the controller display.

First check the port. The larger top USB-A port powers the mask; it doesn’t charge the controller. Charge through the smaller bottom USB-C port and check for a charging indication. If it still won’t take or hold a charge through the correct port, contact us instead of repeatedly recharging it.

Check that the charging cable is in the bottom USB-C port. Try a working outlet and a compatible charging cable and wall adapter that match the controller’s input label. A dark idle screen alone doesn’t prove the battery is empty. If the display stays unclear or no charging indicator appears, send us the controller label and a photo of the display.

Charging time and runtime depend on the controller and selected settings. If the first recharge fails or the battery drains unusually quickly, tell us the session length, energy setting, whether NiR is on, and which cable and adapter you used. Don’t keep repeating long charges or assume one fixed session count applies to every setup.

Switch it off and disconnect the mask. Charge the controller through its smaller bottom USB-C port. The top USB-A port is the mask connection, not a charging input. Once charging is finished, unplug the charging cable before reconnecting the mask for use.

No. The Face Light won’t turn on for a session while the controller is connected to its charger. Disconnect the charging cable from the controller. The mask cable stays connected during your session.

Switch the controller off, then check that the mask’s cable is firmly connected to the top USB-A port. Disconnect the charging cable and press and hold M to restart. Don’t pull on or bend the cable to make it work. If a connection feels loose or the problem continues, contact us.

Shutoff when the selected timer ends is expected. If it stops sooner, check the battery and mask connection with the power off. Recharge, unplug, and try your next scheduled session. If it keeps stopping early or the controller loses charge unusually quickly, contact us.

Unplug the charging cable and check that the mask is connected to the top USB-A port. Press and hold M to turn the controller on; a quick tap is different from a long press. Keep the controller supported with its buttons clear of pressure. If a button is stuck or stays unresponsive, contact us. Don’t force a button or open the controller.

This is normal for the shared Thyro Light controller. The lights turn off automatically when the selected timer ends; there is no end-of-session beep.

Turn the controller off and check the orientation of the mask connector, then gently reseat it once. Don’t force it or bend the cable to make the mask work. If the connection is loose, bent, or damaged, or power still cuts out when it moves, stop use and contact us with a photo.

The 850 nm near-infrared wavelength isn’t visible to your eyes. Check for NiR on the controller display instead of looking for a brighter red glow. If the button doesn’t respond or the screen won’t show the setting, contact us. Don’t stare into the lights to test them.

Stop the session. Check that the eye openings are aligned and that you’re using the eye protectors specified for your mask. If those are missing or the light is still uncomfortable, contact us before using it again. Don’t substitute sunglasses or a washcloth for the recommended protection. Eye pain, blurred vision, or a change in vision after use needs assessment by an eye-care professional.

Loosen the straps and line up the eye, nose, and mouth openings before fastening it again. Secure it comfortably without pulling it tight. The openings don’t contain LEDs, and fit varies with face size. Don’t shift the mask over your eyes or cut it to reach another area. If you can’t get a comfortable fit, contact us for options.

Check that each strap passes through the mask’s attachment slots and folds back so the hook-and-loop surfaces meet. The fastening surfaces should overlap securely without stretching the mask. If the straps arrived joined together, gently separate them first. Don’t cut them or force a seam apart. Send us a photo if the attachment still isn’t clear.

Stop pulling on the damaged strap and contact us with a photo. Don’t glue, cut, or sew it onto the mask. We can help with replacement-part availability and warranty questions; you may not need to return the whole device.

Remove the removable dustproof shipping film before first use. Don’t peel the permanent silicone surface or pull at the LEDs. If you can’t tell which layer is removable, send us a photo before peeling.

Start with clean, bare skin. Wash off makeup, sunscreen, and skincare products before your session. Apply your serum or moisturizer afterward. If a product irritates your skin or your dermatologist has prescribed a treatment, ask them how to coordinate it with red light.

Stop the session and remove the mask. Don’t continue through burning, pain, or irritation. Contact your clinician about ongoing symptoms and our team if the device seems unusually hot or damaged.

Don’t use the mask while taking medication that causes photosensitivity. Ask your prescriber or pharmacist whether your medication has that effect and when red light can be resumed. Don’t stop the medication or guess a waiting period from this guide.

Ask your dermatologist whether and where you can use the mask before starting. The answer depends on your history, the area being treated, and any current treatment. Don’t use the mask to treat an unexplained or changing lesion.

Follow each device’s own instructions. Ask your clinician before combining treatment over the same area or after a procedure. Don’t assume a neck massager is suitable for the face or that similar-looking controllers are interchangeable; send us the model labels for compatibility help.

If you miss a day, resume your regular schedule. Don’t double the time or add back-to-back sessions to catch up. More treatment isn’t automatically better.

Use the Face Light as a facial skincare device. Ask the clinician treating an eye, jaw, thyroid, or hair-loss condition about that condition’s treatment. Don’t reposition the mask over your eyes or use it as a substitute for medical care.