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Device Technical Support

Longos Sense

Is there a problem with your device?

Don’t worry. A 5-year warranty and our technical team are with you. Call us or write on WhatsApp.

Call nowWhatsApp technical support

First response usually within 0–24 hours. Business hours: weekdays 9:00 AM–6:00 PM. WhatsApp for emergencies.

Troubleshooting guide

For device owners

This guide helps you resolve basic Longos Sense issues quickly and safely. Do not open the device or touch internal parts beyond these steps. Contact only an authorized service.

Safety

  • Do not let the device touch any liquid. Wipe it only with a damp microfiber cloth.
  • Do not take the device apart or try to open it.
  • If you notice excess heat, odor, smoke or leaking liquid, switch it off and contact support.
  • Charge it only with the original cable.
  1. 1

    Start a record

    Send your name, the invoice date and a description of the problem by phone or WhatsApp.

  2. 2

    Remote diagnosis

    Most issues can be solved remotely with a software update, pairing again, or guidance on correct use.

  3. 3

    Shipping

    If a workshop visit is needed, you receive a prepaid shipping code and send the device to the authorized service.

  4. 4

    Repair or replacement

    If the case is covered by warranty, the device is repaired or replaced.

  5. 5

    Test and return

    After testing and approval, the device is sent back to your address.

Open a service request

What the 5-year warranty covers

The warranty runs for 5 years from the invoice date. Keep your invoice.

Covered

  • Failures caused by production or materials
  • Hardware faults that appear in normal use
  • Software incompatibilities after an official update

Not covered

  • Liquid, drops, impact, cracks, breaks or burn marks
  • Unauthorized repair or third-party work
  • Wrong accessory, wrong voltage or user error
  • Consumable and cosmetic parts (cable, pad, surface scratches)

Common problems

SymptomLikely causeWhat you can do
SymptomDevice will not turn on
Likely causeThe battery may be fully drained
What you can doCharge with the USB-C cable for 30 minutes. If there is no light or vibration, try another cable or outlet.
SymptomBluetooth will not connect
Likely causeBluetooth is off, or the app is missing permission
What you can doTurn Bluetooth on and restart the app. Pair the device again if needed.
SymptomNo vibration or heat
Likely causeThermal protection may be active
What you can doSwitch the device off, wait 5 minutes, then start it again from the app.
SymptomThe app does not see the device
Likely causePairing did not finish, or the link failed
What you can doWith the device on, use Add device in the app. Confirm Bluetooth permission is allowed.
SymptomLED or RF does not run
Likely causeThe wrong mode is selected, or the surface is dirty
What you can doSelect the correct mode in the app. Wipe the surface with a dry, soft cloth.
SymptomThe device stops during use
Likely causeOverheating or a software safeguard
What you can doLet it rest for 10 minutes. If this keeps happening, update the app.

Power

Check the adapter and the outlet. Try a different outlet.

App

Restart the phone and update the app.

Pairing

Toggle Bluetooth and Wi-Fi off and on, then pair the device again.

Cleaning

Wipe the contact surfaces gently with a dry microfiber cloth.

Reset

Follow the manual to restore factory settings.

If it continues, send a short video or photo. WhatsApp technical support

App alerts

The app shows these states as a message, an icon or a vibration.

AlertMeaningWhat you can do
AlertLow charge
MeaningThe battery is critically low
What you can doPlug in the cable and charge for at least 30 minutes.
AlertConnection lost
MeaningThe Bluetooth link dropped
What you can doTurn Bluetooth off and on, then pair the device again.
AlertOverheating
MeaningThermal protection is on
What you can doSwitch the device off, wait 10 minutes, then try again.
AlertUpdate required
MeaningThe app or device software is out of date
What you can doUpdate the app and the device software.

When to contact service

Stop using the device and contact the authorized service if any of these are true.

  • It will not turn on and the charge light stays off
  • RF, LED and ultrasonic functions all fail to respond
  • It was dropped, exposed to liquid, or subjected to high heat
  • It overheats, smells or smokes while charging

Care

  • Store it at room temperature, away from direct sun.
  • After each use, wipe the surface with a dry microfiber cloth.
  • Keep the app on the latest version.
  • If you will not use it for a long time, store it at about 50% charge.

Common questions

When does the warranty start?

It is valid for 5 years from the invoice date.

What should I send on WhatsApp?

Your name, purchase date, a description of the problem, and a short video or photo if you can.

How long does a repair take?

After the device is received, usually 10–14 business days, depending on workload.

Who pays for shipping?

Warranty repairs can include free shipping both ways. This depends on the current terms; confirm with support.

Documents and contact

User manual (PDF) — coming soonWarranty terms (PDF) — coming soon
Support line+90 212 909 06 72WhatsApp+90 212 909 06 72Email[email protected]

Contact form

Longos Sense is part of the Quantum Orbit Labs system. Care routines, skin analysis and mode suggestions come from the app. The device performs as intended when those directions are followed.

This page is a summary. See the warranty terms for the full conditions and your responsibilities.

Clinical evidence