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Frequently Asked Questions
Account Setup
What are the first steps to I need to follow when I receive my device?
- Press the wake button on the back of your charger case to see if the charger illuminates a white or red color.
- During shipping, your charger case and device battery may have died entirely.
- Two or more white lights illuminating: You can directly place your device into the charger case for charging.
- One red light illuminating: Charge your charger case without the device inside for at least 6 hours until all four white lights illuminate.
- No lights illuminate: Charge your charger case without your device inside for at least 6 hours until all four white lights illuminate.
- Once you place your OxiWear wearable device into the charger case, your wearable device will fully charge in 15-20 minutes. Take the device out of the charger case and see if the wearable device is illuminating a red light.
- If your OxiWear wearable device is not illuminating any light it needs to remain in the charger case. Ensure that your charger case is charged by pressing the button at the back of your charger case.
- Once the red light of the wearable device starts illuminating a red light you can proceed to set up your OxiWear mobile application.
- Download the mobile OxiWear fitness App from the Google Play Store for Android or the Apple app store.
- Once you have successfully downloaded the mobile app, follow the instructions on the app’s account setup and create your account.
- Now, you can enjoy your daily activities and track your exercise habits, while monitoring your real-time oxygen levels!
Where do I download the mobile application?
For Android users, download the OxiWear Fitness mobile application from the Google Play store.
For iOS device users, download the OxiWear Fitness mobile application from the Apple App Store.
Note: Each OxiWear Wearable should only be connected to one smart device at a time.
Follow the set-up tutorial on the OxiWear Mobile Application. The tutorial provides instructions to:
- Turn on the Bluetooth
- Connect the OxiWear Wearable to the OxiWear Fitness Mobile Application
- Personalize data (enter gender, birthday, weight) for better analytics
- Set a custom SpO2 warning threshold (allowed range of 92% – 97%)
- Input emergency contact(s). At least one emergency contact must be entered.
How do I know if my OxiWear wearable device is powered on?
Your OxiWear wearable device will start illuminating a red light when the device is charged and powered on.
How do I know if my OxiWear charger case is charging?
Your OxiWear charger case lights will start blinking when it’s connected to the power cable and is charging.
If the charger case is blinking red, your charger is below a 10% battery level. If none of the case lights are on, your charger case battery is dead. In both of these events, you need to remove the OxiWear wearable device from the charger case and charge the charger case for at least 6 hours until all four white lights come up.
How do I know if my device is connected to the mobile application?
A live reading and battery reading should be shown on the mobile application’s home screen if your device is connected.
Why do I need to keep my location service on?
OxiWear collects location data even when the OxiWear mobile application is closed or not in use so long as Bluetooth AND location services are turned on.
The location data is required to connect to your OxiWear device and it enables the mobile application to generate better data analytics and performance data.
How do I update the settings section?
The following information is stored in the settings tab:
- Profile – Edit personal information
- ID Security – Account and password changes
- Alerts and Notifications – Mobile notifications from the OxiWear mobile application
- Location Access – Switch your location access on and off
- Device Connection – Rename your OxiWear device and switch between devices
- Set Threshold – Change your device’s vibration alert threshold for blood oxygen levels
- SOS – Switch your emergency texting on or off. Add and change a maximum of three emergency contacts who will be notified of your location via text message when your alert threshold hits your set number.
Note: To receive live measurements on the mobile application’s dashboard, you must have LOCATION ACCESS and BLUETOOTH turned ON. For SOS, you must add at least ONE contact name and number.
To update any of these sections, click on the title and make your edits, and then save the update.
Settings → ID Security → Security → forgot password OR you can click change password.
Device Use
How do I wear the OxiWear wearable?
Place the OxiWear Wearable on the helix of the ear. The OxiWear Mobile Application will show placement error warnings if the OxiWear Wearable is placed in an incorrect location.
Proper Orientation of the OxiWear Wearable on Ear
CAUTION: Do not attempt to secure the OxiWear Wearable to the ear using additional pressure.
CAUTION: Prevent inaccurate readings by confirming the following:
- The OxiWear Wearable is applied correctly per the placement instructions within this manual.
- The OxiWear Wearable site is free of moisture, birthmarks, skin discoloration (including tattoos), scar tissue, and any foreign objects (e.g., earrings, ear wax, etc.) in the path of the OxiWear Wearable.
- The OxiWear System is not placed where other objects may interfere with its operation.
What are the different components that I received with my OxiWear bundle?
With your OxiWear bundle order, you will receive the wearable device with adjustment pads, a charging case, and an OxiWear charging cable.
What are the components of the wearable device?
|
No. |
Name |
Function |
|---|---|---|
|
1 |
Interchangeable Face Plates |
Change the color or design of the OxiWear Wearable. |
|
2 |
Optical Ear Pad |
Houses sensor, battery, and all other electronics. |
|
3 |
Adjustment Pads |
Multiple adjustment pads allow the user to select the fit of OxiWear Wearable that is most comfortable. |
|
4 |
Sensor |
Optical sensor for SpO2 calculation. |
What are the components of the charger?
|
No. |
Name |
Function |
|---|---|---|
|
1 |
Charge Indicator (for OxiWear Charger) |
Indicates the charge level of the Charger. |
|
2 |
Wake Button |
Press to wake the OxiWear Charger to temporarily view the battery levels. |
|
3 |
Charging Port |
Port compatible with USB-C charger cable. |
Connect the charger cable to the bottom of the OxiWear Charger and connect the USB C to a power adapter. Allow the OxiWear Charger to charge until all four charge indicator lights are glowing.
The red light indicates your charger is below 10% battery levels. If no lights are coming on, your charger is entirely dead. In both of these events, you need to put your charger to charge for at least 6 hours until all four white lights come up.
Why are the lights on my charger case not illuminating?
The red light indicates your charger is below 10% battery levels. If no lights are coming on, your charger is entirely dead. In both of these events, you need to put your charger to charge for at least 6 hours until all four white lights come up.
What type of power cable is used to charge OxiWear?
The OxiWear Charger is provided with a compatible USB-A to USB-C power cable which can be connected to a UL listed power adapter (min 500 mA @ 5V). If needed, the OxiWear Charger may be charged with any USB-C cable that is 2.5 feet long or shorter.
Where do I track the wearable device battery level?
The Battery Level of the OxiWear Wearable is displayed next to “Live Readings”.
What is my OxiWear wearable device’s battery life?
|
Item |
Description |
|
Battery Type |
Rechargeable Lithium-Ion Battery |
|
Battery Life |
18 hr |
What are the adjustment pads?
The adjustment pads are made of FDA-approved silicone. You can change the adjustment pads on the back of the OxiWear Wearable to the one that is most comfortable on your ear.
OxiWear Wearable Adjustment Pads
Why does my device vibrate on my ear?
If your device vibrates one time, that means your oxygen level has dropped to the set threshold and the device is providing an alert for you. If the device vibrates two times, that means your battery level is below 10% and your device needs to be recharged in the charging case as soon as possible.
When will the interchangeable faceplates be available for purchase?
The faceplates are scheduled to be available in March 2023.
Mobile Application
How do I switch between OxiWear devices on the mobile application?
Go to Settings on the mobile application. Click device connection. The device that is currently connected will be displayed as well as the other available OxiWear devices. You can select which OxiWear device you want to use and switch between devices.
How do I track my oxygen levels in real-time?
The OxiWear System displays live measurements obtained through the OxiWear Wearable, on the Dashboard area of the OxiWear Mobile Application.
The OxiWear Wearable communicates biometric information to the OxiWear Mobile Application via Bluetooth connection, including:
- Oxygen Saturation (SpO2)
- Heart Rate
Live Measurements regarding the environment are obtained from the smart device, including:
- Altitude
- Air Quality Index
- Humidity
- Barometric Pressure
Note: Location settings must be enabled on the smart device for environment information display.
How do I set my alert threshold?
The OxiWear Wearable vibrates when the SpO2 levels drop below the Alert Threshold.
To change the Alert Threshold value, select the Alert Threshold % next to “*Current alert threshold (SPO2)”. Then, select a SpO2 Alert Threshold. The alert threshold value can be set to a SpO2 level between 92% and 97%.
OR
Settings – > Set Threshold-> Set the level using the slider between 92% – 97%
How can I access my historical oxygen data?
The OxiWear System provides both current and historic information from the previous two minutes, obtained through the OxiWear Wearable, on the Progress area of the OxiWear Mobile Application.
Progress can be accessed by selecting the Progress icon at the bottom of the application.
The information included in the Historic Readings includes:
- Oxygen Saturation (SpO2)
- Heart Rate
- Altitude
- Air Quality Index
How can I export my data and generate a report?
The OxiWear System allows for historic information to be exported form the OxiWear Mobile Application.
Previous information can be accessed by selecting the Report icon on the bottom of the application.
The date range can be selected by selecting “Choose Report Data” at the top of the screen.
Data can be exported by selecting either:
- Download, to download the data directly to the smart device; or
- Email, which will allow you to send the report data to an identified email address.
Note: The Report is limited to 5 hours data unlimited access and email option is only available for premium members. Contact OxiWear to learn more about premium membership.
Why are my vitals on the OxiWear mobile app in grey?
- This occurs when your device signal is bad and the numbers are invalid. For example, when you are chewing or your head is shaking hard. OxiWear will automatically adjust the wearable red light signal quality and the color of your vitals will change to standard colors when the signal is good.
- If your vitals are continuously in grey, shift the device on the helix of your ear. Check the OxiWear mobile app for 10-15 seconds to see if standard colors for your vitals reappear when your device has re-calibrated and been adjusted correctly.
Can my device be worn without being connected to the OxiWear mobile application?
- OxiWear is a standalone device and the wearable device does NOT need to be connected to the mobile app at all times. It will vibrate on your ear if your blood oxygen hits your set alert threshold. The mobile application is only for your data collection.
- When you reconnect your mobile app to your wearable device it will sync and upload all data collected on the device to your mobile application.
Why does my OxiWear mobile application show a loading window?
This occurs when your wearable device reconnects to your app after being disconnected for a long period of time. The loading window indicates that your device is syncing and uploading data.
- While this window is displayed, please keep the mobile app open until data uploading is complete to prevent loss of data.
Can I delete my OxiWear mobile application and my account?
- First, delete your account under profile settings. By deleting your account, you agree to delete all data and personal information collected. Then, delete the app.
- If you delete your app without deleting your account, your data will remain intact.
Where can I leave a review for the mobile application?
When you download your mobile application, please scroll down to the Ratings & Reviews section to add your rating. We appreciate your support and feedback.
Cleaning
How often should I clean my OxiWear wearable device?
Thorough cleaning of the surfaces of the OxiWear Wearable and OxiWear Charger should be completed periodically (e.g.: when removing the device for charging) or when visibly dirty.
We recommend cleaning your wearable device once a week or if you see any residue on the Optical Ear Pad or Sensor window. Please follow instructions for cleaning below for device safety.
To clean the OxiWear Wearable and OxiWear Charger for single-patient use, or prior to disinfection for multi-patient use, follow the instructions below:
Remove the adjustable ear-pad from the OxiWear Wearable and open the OxiWear Charger.
Wipe all surfaces of the OxiWear Wearable, adjustable ear-pad, and OxiWear Charger using an alcohol wipe or a clean, soft cloth dampened (i.e. wet but not dripping) with 70% Isopropyl Alcohol or a solution of warm water and mild-detergent until the surfaces are free of any visible soil.
Note: Pay particular attention to cracks, crevices, and hard to reach areas of the OxiWear Wearable. Ensure charging contacts are clean and free of dirt. Ensure the interior and exterior of the OxiWear Charger is cleaned.
Repeat the above cleaning step using a new alcohol wipe or new, clean, soft cloth dampened with 70% Isopropyl Alcohol or cool water to ensure any remaining soil or residue (including any detergent residue) is removed from the OxiWear Wearable.
Allow the OxiWear Wearable and OxiWear Charger to dry thoroughly before using again or charging. If not disinfecting the OxiWear Wearable, re-insert the adjustable ear-pad on the OxiWear Wearable when dry.
CAUTION: Before cleaning, read Cleaning, Disinfection, and Service instructions below
CAUTION: Before cleaning, make sure the OxiWear Wearable is removed from the ear.
CAUTION: Thoroughly clean and disinfect the OxiWear Wearable before applying it to a new user.
Do I need to disinfect my OxiWear wearable device?
You only need to disinfect my OxiWear wearable device if it is worn by multiple users. Please follow the disinfection instructions below for device safety.
Thorough cleaning and disinfection of the surfaces of the OxiWear Wearable and OxiWear Charger should be completed between uses with different users
How do I disinfect the OxiWear system?
To conduct low level surface disinfection of the OxiWear Wearable and OxiWear Charger for use with multiple users, follow the instructions below:
Note: Follow cleaning instructions prior to disinfecting the OxiWear System.
Note: Ensure the OxiWear Wearable is disinfected prior to placing it in the OxiWear Charger if using with multiple users. If an OxiWear Wearable that has not been disinfected is placed in the OxiWear Charger, disinfect the OxiWear Charger per the instructions.
Note: Ensure adjustable ear-pad is removed from OxiWear Wearable prior to cleaning / disinfection.
- If still wet from cleaning, allow to dry or wipe with a clean, dry, soft cloth.
- Visibly wet all surfaces using an alcohol wipe or soft cloth dampened (i.e. wet but not dripping) with 70% Isopropyl Alcohol and ensure the surfaces remain thoroughly wet for 5 minutes (Note: keep wiping with wet cloth or alcohol wipe if device becomes dry; multiple wipes may be needed).
- Allow the OxiWear System to dry thoroughly before using again or charging. Re-insert the adjustable ear-pad on the OxiWear Wearable when dry.
CAUTION: To avoid permanent damage to the OxiWear System and risks of contamination, follow only the recommended cleaning and disinfection processes and do not use any other cleaning solutions.
How do I know when to service my OxiWear system?
CAUTION: Do not attempt to repair the OxiWear System as this may cause damage to the OxiWear Wearable or OxiWear Charger and prevent it from operating properly.
If the OxiWear System does not appear to be operating correctly, please contact support@oxiwear.com
Support
Who should I contact if I have any questions?
Please email support@oxiwear.com with any questions.
Shipping
What is the average shipping timeline?
You can expect to receive your device within 3-5 business days after you receive a shipping confirmation for U.S. / domestic destinations. International shipments take 1-3 weeks for delivery
Why haven’t I received my order?
There might be unexpected processing and shipping delays. For any inquiries, please email support@oxiwear.com.
What delivery carriers does OxiWear use?
OxiWear utilizes the United States Postal Service (USPS) and provides tracking notifications once the device is shipped to you. For all international shipping, OxiWear uses UPS or DHL.
Please note, shipping delays may occur due to unforeseen weather events or custom clearance issues. Please email support@oxiwear.com with any questions.
Once your order has been shipped, you will receive an email notification with the USPS, UPS, or DHL tracking information.
Yes, we ship to P.O. boxes within the USPS shipping areas.
Where does OxiWear ship from?
OxiWear devices and accessories are shipped from our corporate headquarters in Arlington, Virginia (USA).
What countries do you ship to?
We are currently BLE Wireless approved and certified for the wireless standards by the FCC in the US, CE in Europe and the wireless regulatory standards in Australia, New Zealand, Canada, Mexico, Japan, Korea, Taiwan, Vietnam, andHong Kong. We can ship to any of the above countries and country that accepts CE certifications.
Will I have to pay import fees when shipping to other countries than the U.S?
Currently, all shipments are sent directly from our corporate headquarters in the US. Therefore, we will charge a shipping fee for orders that are being shipped outside of the USA via UPS or DHL. The courier service will handle all customs clearance but will charge the customer for any required import tax.
Why can’t I receive an order in my country?
As mentioned above, if your shipping address is outside of the regions where OxiWear wireless has been approved, we are unable to fulfill the order. You will receive a full refund for you order.
Who should I contact if I didn’t receive my order?
Please reach out to support@oxiwear.com.
Warranty
What is OxiWear’s warranty policy?
OxiWear has a 1 year warranty policy for its devices, charging cases, and power cables. If you think your device is damaged, please reach out to support@oxiwear.com.
Refunds
How do I process a return to receive a refund?
Be sure to inspect your order upon receipt. If there are any issues with your orders please reach out to support@oxiwear.com within fourteen (14) days of receiving it; otherwise, we may not be able to provide you a refund or replacement. Proof of purchase such as an order number or retailer receipt will be required for a refund or replacement.
How long does the refund process take to complete?
If your refund is deemed eligible, you will receive a refund in 3-5 business days.
How will my refund be credited?
Your refund will be credited to your original payment method that you used to place your order.
Troubleshooting
Readings are not displaying on the OxiWear Mobile Application
|
Possible Causes |
Recommended Solutions |
|---|---|
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The OxiWear Wearable keeps turning off while on the ear
| Possible Causes | Recommended Solutions |
|---|---|
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The OxiWear Wearable will not power on
| Possible Causes | Recommended Solutions |
|---|---|
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The OxiWear Wearable will not connect to smart device via Bluetooth
| Possible Causes | Recommended Solutions |
|---|---|
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OxiWear Wearable will not stay on ear
| Possible Causes | Recommended Solutions |
|---|---|
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OxiWear charger case will not charge
| Possible Causes | Recommended Solutions |
|---|---|
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OxiWear power cable does not work
Ensure that you are using either the power cable that came with your OxiWear device, or a USB-A to USB-C power cable which can be connected to a UL listed power adapter (min 500 mA @ 5V). Make sure the charger is fully plugged into the charging case. Check to make sure the outlet you are using is working. If your OxiWear power cable and/or any part of your OxiWear System is not working, please email support@oxiwear.com
