Support – Alarm & sensor pad issues

Please take the batteries out of the device and place them back in again. This will perform a hard reset to the device. Make sure that the pad’s connecting cable is plugged into the device. You should activate the device by pressing on the power button for 3 seconds (until you hear a beep).

Please make sure to activate the software. It’s difficult to understand how to work with the device without creating your account online and viewing the first session.

If you try the above steps and the device still won’t turn on, please contact us and we’ll do our best to help

In very rare cases, the alarm is faulty. In most cases, if the alarm is not working properly, it would have to do with the pad.

First, we would like to ensure that no shorts exist within the pad. In order to do that, please increase the alarm’s sensitivity level all the way to level 7, by following these steps:

1) Disconnect the pad from the alarm unit.

2) Take one of the batteries out of the alarm unit and place it back in (this will perform a hard reset to the device)

3) Press a long press on the “tools” button (located to the right of the “On” button), until you hear a beep and see both red and green lights flashing.

4) Now, press the “drop” icon once. You will know the current sensitivity level by the number of tones you’ll hear (level 5; you will hear 5 tones). Every time you press the sensitivity button you will increase the sensitivity by 1 level.

5) Increase the sensitivity level all the way to 7.

6) Now wait a few seconds. The device will save the new settings and the blinking LED light will stop after 10 seconds.

Once the sensitivity has been set to level 7, we need to test the pad, by following these instructions:

*Please note: It isn’t easy to test it with water (the urine has more salts which makes it more conductive).

Connect the pad to the alarm unit, make sure the holes on the pad are facing up, and you can see the wire. Then activate the device by pressing on the power button for 3 seconds (until you hear a beep). After that, you should make sure to place a very wet cloth between 2 wires on the pad’s center and apply major pressure on it like demonstrating a weight of a body for a few seconds. If the alarm goes off, the pad is in good condition and we recommend resetting it before using it at night (we don’t recommend operating it at the highest sensitivity level).

If it doesn’t go off, try doing the same test near the edge of the pad (close to the pad’s cable).

If the alarm goes off when pressing near the edge of the pad but not when putting pressure in its center that means that you probably have short circuits on the pad.

If you do seem to have short circuits on the pad, kindly contact us for further assistance at support@bedwettingtherapy.com

The alarm could be activated by sweat or humidity or if it is placed incorrectly underneath the sheet at night. Please reduce the alarm’s sensitivity level. You should decrease the level to #3 or #2. (Please refer to the software’s FAQ’s – above your chart, on the top right side – there’s a video demo).

Please make sure that the side with the holes and wires is pointing up (the plain side points down).

Also, please be aware that removing the batteries will automatically reset the settings on the device.

If at level #2 you still have false alarms (which is very rare), I would advise not to lower it to level #1 but to put an extra pillow case on top of the pad or put the pad inside of a pillow case.

*** Do you wash your pad every morning under running water and soap? If you don’t, this could be one of the reasons for this issue.

Make sure the alarm is turned off and unplugged.

Press the settings button (the one to the right of the power button) until it starts blinking red and green.

Press the top right button, showing a DROP of water.

There will be notes played.

The number of notes corresponds with the level of sensitivity, from 1 to 7. The default setting is level 4 (Level 1 is the lowest and 7, the most sensitive).

Press the button to increase the sensitivity to 7.

After 7 comes 1, then 2, etc.

Set sensitivity level to the one required and then wait a few seconds for the device to save the settings and shut down.

Make sure the alarm is turned off and unplugged.

Press the settings button (the one to the right of the power button) until it starts blinking red and green.

Press the volume button (top left, speaker picture) and it will increase the volume until the loudest setting and then go to the lowest setting.

Do so until you arrive at a volume you like. Allow 10 seconds for the device to save the new settings and shut down.

To change melody, repeat the same action but press the sound button, showing a music note.

During the night, simply dry the pad thoroughly using a dry towel.

Every morning, after a wet night, please rinse the pad under running water and soap, making sure that no water runs near the plug.

Wipe it with a dry towel from both sides.

You can view the video regarding the device and the pad on the software’s FAQ (how to operate the device).

You can remove liquids from the pad by following the steps below:

1. Wipe the pad with a dry and absorbent towel from both sides.

2. Roll the pad into a telescope shape, as if you were rolling a piece of paper.

3. Repeat the process in both directions a few times.

The green LED may have burned out.

The LED only provides indication the device was turned on.

It does not perform any other function and does not influence the device in any way.

As long as you hear the beep when turning on the alarm, it is perfectly ok to use it.

Please contact our customer service department at support@bedwettingtherapy.com and provide your account information. We will check your product warranty and further assist.

The alarm carries a warranty of one year and the sensor pad – 3 months. In case there’s any issue with the pad within 3 – 6 months, we send a new pad at our expense and only charge the shipping costs.