We’re sorry to hear your device is not flashing but don’t worry, we are here to help. Please follow the steps below to troubleshoot your device:

1. Make sure your power supply is plugged in all the way.

2. Do you have full skin contact? SmoothSkin devices will not activate unless all 4-points are in contact with your skin. You’ll know when you have good skin contact as the power bar will illuminate white. If skin contact is poor, it will illuminate red. Try adjusting the positioning of the device to ensure full contact with your skin, particularly on more awkward areas like arms and shins.

3. Check your skin-tone suitability. IPL is safe and effective for most skin tones; IPL is not suitable for use on deep skin tones that are rich in melanin. If the device detects that your skin tone cannot safely receive IPL treatment, it will not flash, and the power bar will illuminate red. For more information, please refer to the skin tone chart to see if IPL is suitable for you.

4. For more information on how to look after your SmoothSkin device, please refer to ‘How Do I Take Care of my SmoothSkin Device?’

5. All our devices feature unlimited flashes and include 2 years’ manufacturer’s warranty against faults. If your SmoothSkin is not working, please reach out to us at help@smoothskin.com. We’ll ask you to send:

- A description of the problem you’re experiencing

- A video of your device plugged in, showing the fault

- Proof of purchase from us directly, or one of our trusted retail partners

If there’s a manufacturing defect and it’s within warranty, we will replace your device.

There are typically two reasons why you may get a red light when using your SmoothSkin.

1. First, please ensure your skin is in full contact with the device particularly on awkward areas like arms and shins. SmoothSkin will not activate unless it’s in full contact with your skin – the power bar will illuminate red, letting you know that you will need to re-adjust your position for good skin contact.

2. Check your skin-tone suitability. IPL is safe and effective for most skin tones; IPL is not suitable for use on deep skin tones that are rich in melanin. If the device detects that your skin tone cannot safely receive IPL treatment, it will not flash, and the power bar will illuminate red. For more information, please refer to the skin tone chart to see if IPL is suitable for you. If the problem persists, or you are experiencing a different combination of lights, this may indicate a fault with your device. SmoothSkin products will display any error messages through combinations of lights on the power bars on the sides of the handset. If this happens, stop using the device and get in touch with us for support at help@smoothskin.com. We’ll ask you to send:

- A description of the problem you’re experiencing.

- A video of your device plugged in, showing the fault.

- Proof of purchase from us directly, or one of our trusted retail partners.

If there is a manufacturing defect and it’s within warranty, we will replace your device.