What to Do if Your BackHug Device Is Not Working

If your BackHug device is not working, here's how to get support and what steps will be taken to resolve the issue.

If your BackHug device is not working, please follow these steps to get assistance:

Contact Our Support Team

To report an issue with your BackHug device, you can:

1. Email: Contact our support team by emailing support@paclamedical.com.
2. Mobile App: Use the support feature in our BackHug mobile app. To find it, open the app, click on "More" in the menu, and then select "Support."

What Happens Next

After you contact our support team, the BackHug team will provide additional information and guidance regarding potential repairs or replacement of your device.

• Diagnosis: We will assess the issue and determine whether your device needs repair or replacement.
• Disabling the Device: If necessary, the device might need to be temporarily disabled to prevent further issues.
• Prolonged Downtime: If you will be without your BackHug device for an extended period, we will offer you a partial refund to compensate for the downtime.

Our Commitment to You

At BackHug, we genuinely care about our users. We understand how important your BackHug device is to you, and we’re here to help. We promise to treat you with respect and address your concerns as quickly as possible. Our goal is to get you back to enjoying your BackHug sessions without delay.

Information for Partners

For administrators of shared locations, you can directly disable the BackHug device from your web app portal. This allows for quick management of devices in shared environments, ensuring minimal disruption for users.

Remember: If you experience any issues with your BackHug device, do not hesitate to reach out to our support team for assistance.