Hi @Milydavis,
It sounds like there might be an issue with the hardware itself which a member of our Membership Services team will need to assist with. You can email support@whoop.com and someone will get right back to you. In the meantime, be sure to try these troubleshooting steps.
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Make sure she is using the charging cable that came with the WHOOP device or a WHOOP-certified USB-C cable and adapter.
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Check that the USB charging port on the charger is clean and dry.
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Double-tap the top of the WHOOP sensor to see if the LED indicator lights up to show battery status:
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Green means 50-100% charge
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Yellow means 20-49% charge
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Red means less than 20% charge
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Flashing red means less than 5% charge
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If the LED does not light up when charging, try switching to a different power outlet or cleaning the USB-C port on the charger.
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Ensure the battery pack firmware is up to date by using the Battery Pack Updater tool available in the WHOOP app or support site.
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Make sure the WHOOP app is open and Bluetooth is enabled on her phone to allow syncing.