Warranty

Flow Neuroscience AB (“Flow Neuroscience”) ensures the original purchaser that the Flow device (“Product”) is warranted against defects in materials and workmanship for the below period depending on product selection:

  • Purchased headset – 12 months from the date of purchase.
  • Buyout headset – 12 months from the date of the buyout.
  • Rental headset – covered across the active rental period.

Before contacting our support team

If there is no visible damage on your headset, please make sure you have done the following verifications before contacting our support team. If there is visible damage on the headset, you can skip to the next section directly.

  1. Charge the headset for at least 1 hour.
  2. Download and install the Flow app on your phone or tablet (iOS /Android).
    Note: the app is supported on Apple devices running on iOS 11 and above and Android devices running on Android 6 and above.
  3. If the app is not working, restart your device and try to open the app again.
  4. If this does not work, try to download the app on a different device.
  5. Once you are able to open the app, create your account and confirm the verification email.
  6. For Android devices, make sure you enable Location Services in the settings. You may need to start the app again.
  7. If you can start your headset and open the app, do the first introduction courses in the app and follow the “Get started video” to connect to the headset and start stimulating.

Contact Flow Neuroscience for Warranty

It is possible that your device is covered by our warranty. The more information you are able to provide, the faster we can assist you.

Contact our customer support at support@flowneuroscience.com and make sure your email contains the following information:

  • The email address used to sign up in our app.
     If you are not sure which email address you used, you can indicate several.

  • The serial number of your headset.
     A serial number contains 9 digits and can be found next to the QR code on the headset.

  • Purchase information.
     If you have purchased your headset at Flow Neuroscience's shop, please provide the order number and your full name (which can be found on your order confirmation). If you have used a different email address to order your headset, please let us know.
    If you have not purchased your headset via our shop: attach the receipt of your purchase to your email. This is mandatory. Without this receipt, we will not be able to assist you.

  • A description of the issue.
     If there is visible damage on the headset, please attach pictures to your email. If the issue is related to the app, please include a copy of any error message you receive in the app.