FREQUENTLY ASKED QUESTIONS
Have A Question About Your ostom-i™ Alert Sensor?
If we have not answered your query in the sections below. Please do not hesitate to contact us at firstname.lastname@example.org.
- How long will the battery last?
The device is designed to last up to 3 months. As you know it is constantly sending a signal via Bluetooth® wireless technology to your mobile device checking whether the bag/pouch is filling to your alarm settings. This process is unlike any other use of Bluetooth technology. If you imagine a Bluetooth® ear piece used in your car then this has a life of about 2 hours before needing to be recharged. The actual life will be determined based on how many alarms you set each day. We anticipate an average user setting three different alarms per day and that will give you maximum battery life. However you are free to set as many alarms as you wish and it will only slightly start to reduce the battery life.
- How many devices will I need to purchase per year?
Should you wish to use the device every day then we would expect you to purchase 4 devices per annum.
- Do I need to change the settings at night?
When lying down the bag will appear not to be as full when compared to standing up. This obviously is not true so we suggest reducing your alarms settings by 50%. For example if you set your alarm to go off at 30% full then reset the alarm to 15% when going to sleep.
- Will the device stay connected to my mobile at all times?
The device should stay "paired" ie connected to your mobile providing you keep the mobile relatively close to the device at all times. Should it become unpaired then simply go to the devices tab on your mobile app and scan and re-pair your device.
- What distance do you call "relatively close"?
The recommended distance as given by the Bluetooth® manufacturers is 15 meters.
- When I go in to hospital can I connect my device to the hospital app used by the nurses and to my own mobile?
You can only connect to one device at a time. If your device is connected to the hospital app then make sure you have unpaired it from your own mobile app.
- Is this device prescribable through insurers in the USA?
The device is approved as a class 1 medical device by the FDA. This means that your doctor or hospital is allowed to prescribe it. However you will need to check with your own insurance policy and they do vary from one to another.
- What medical regulatory approval does the device have?
The device is regulated in Europe through the Medical and Healthcare Regulatory Agency (MHRA) as a class 1 device. It is also regulated in the USA via the FDA as a class 1 medical device.
- My device is broken what should I do?
In the first instance you should contact our 24hr customer service line as detailed on the website.
- I have lost my instruction manual and can't remember what to do?
You can download our instruction manual by clicking here.
- While pairing my device, the green light will dim.
This is normal and signals that your app has successfully established a connection to the sensor and is negotiating the pairing process.
- After pairing my device, the green light will turn off.
This is normal. The green light only displays during the initial pairing process.
- Even though the green light dimmed, my phone still wasn't able to be paired and now it can't detect the sensor.
Sometimes the app may not be able to pair with your device right away. If this happens ensure that Bluetooth is turned on and wait for the green light on the sensor to turn off. Once it has, attempt the pairing process again. If you are using an iPhone or iPad the system will ask you to trust the sensor, so be sure to confirm this.
- On my iPhone®/iPad®, the app isn't sending me alarms.
This is likely due to rejecting the app's first request to send you notifications. To remedy this, go into your Settings app and ensure that ostom-i Alert is in Notification Center, and is allowed to send you banners or alerts based on your preference.
- While the app is running, the Bluetooth® wireless technology symbol in the status bar of my phone flickers on and off, but most of the time it's greyed out.
This is normal; our sensor communicates with the app once every minute in order to conserve the battery life of both your phone and your sensor. Please do not turn off the Bluetooth® settings of your phone or this will cause our app to be unable to communicate with the sensor.
- On my iPhone®/iPad®, when I go into the Settings app I cannot pair the device.
To pair the ostom-i Alert Sensor, this can only be done within the ostom-i app. To pair your sensor, go to the devices tab in the top right of the app and proceed to scan and pair.
- After installing the app on my iPhone®/iPad® it requests my consent to send me notifications. Why?
We send alarms to your iPhone® or iPad® using notifications as there is no other way to notify you of changes when you are not navigating our app.
- When I left my phone on the table and came back my device had unpaired! Why?
When at home we recommend staying within a close proximity between the bag and the sensor at all times. The Bluetooth® wireless technology our sensor uses has a shorter range for iPhone® than your typical WiFi router, and is tested to a range of up to twenty-five feet. In the hospital the range is 60 feet.