Troubleshooting

If your Leep Ring is not measuring any data, please contact our support team at support@leephealth.com

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If the battery on your Leep Ring is draining too quickly, follow these steps:

1.    Calibrate your battery by charging it for at least 3 hours.

2.    Start using your ring again as you normally would.

3.    If the problem persists, please contact our support team at support@leephealth.com

If your Leep Ring is not pairing with your smartphone, follow these steps:

1.    Make sure the ring is charged.

2.    Check your smartphone to ensure Bluetooth is turned on. This should be in your Bluetooth settings.

3.    Restart the Leep App and try pairing again through the App.

If your Leep Ring isn't charging, follow these steps:

1. Check the Charging Case connection

Ensure the USB-C cable is firmly connected to both the power source and the Charging Case. Try plugging into a different USB port or wall adapter to rule out power source issues. Verify the power outlet is working by testing with another device.

2. Check ring placement

Align the ring properly on the Charging Case with the sensors facing the correct direction. Make sure the ring is seated securely and making full contact with the charging pins. The ring should sit flat and stable on the dock.

3. Clean the charging contacts

Gently wipe both the charging contacts on your ring and the Charging Case with a soft, dry, lint-free cloth. Remove any dust, debris, or residue that may be blocking the connection. Even small amounts of debris can prevent charging.

4. Try a different cable

If available, try using a different USB-C cable to rule out a faulty cable. Cable damage is a common cause of charging issues.

5. Check for damage

Inspect the Charging Case and ring for any visible damage or warping. Look for any bent or corroded charging pins on either the ring or the dock.

6. Restart the charging process

Remove the ring from the Charging Case for 15 seconds, then place it back in the Charging Case and check if the LED indicator lights up. This simple reset can sometimes resolve temporary connection issues.

7. Check if the ring sensor is blinking

Place the ring in the charging case connected to power. Charge the ring for more than 30 minutes and check if the green sensor light inside the ring is blinking.

If the problem persists, please contact our support team at support@leephealth.com

If the Charging Case LED isn't illuminating when you place your ring on it:

1. Test the Charging Case without the ring

Connect the Charging Case to power without placing the ring on it. The LED should briefly illuminate to indicate the Charging Case is receiving power. If no light appears, the issue is with the Charging Case or power supply.

2. Check your power source

Try a different wall adapter (use one that provides at least 5V/1A output). Try a different power outlet to rule out outlet issues. You can also try connecting to a computer's USB port as an alternative power source.

3. Inspect the USB-C cable

Check for any visible damage, fraying, or bent connectors on the cable. Try a different USB-C cable if available, as cable failure is common.

4. Clean the Charging Case

Wipe the charging pins with a dry cloth to ensure clean contact. Remove any debris from the charging area that might be preventing proper connection.

5. Test with the ring placed

Place the ring in the Charging Case and ensure proper alignment. The LED should illuminate, indicating normal charging is taking place.

6. Check if the ring sensor is blinking

Place the ring in the charging case connected to power. Charge the ring for more than 30 minutes and check if the green sensor light inside the ring is blinking.

If the LED still doesn't turn on: Your Charging Case may be defective. Please contact our support team for a replacement at support@leephealth.com

If your ring is taking much longer than usual to charge:

1. Use the correct power adapter

Use a wall adapter that provides at least 5V/1A output. Avoid low-power USB ports on computers or older adapters. The Leep Ring should fully charge in approximately 60-90 minutes.

2. Check for poor contact

Ensure the ring is properly seated on the Charging Case. Clean both the ring's charging contacts and the dock's pins with a soft, dry cloth to ensure optimal connection.

3. Avoid charging in extreme temperatures

Charging is slowest in very cold or very hot environments. Charge your ring at room temperature (15-25°C / 59-77°F) for optimal charging speed.

4. Try a different power source

Switch from computer USB to wall adapter, or vice versa. Try a different outlet to rule out power delivery issues.

If charging remains abnormally slow (over 2 hours for full charge): Contact Leep Support at support@leephealth.com as this may indicate a battery or hardware issue.

A slight warmth during charging is normal, but excessive heat is not. Here's what to do:

1. Immediate action if ring is very hot

Remove the ring from the Charging Case immediately. Do not wear the ring until it has cooled to room temperature. Let it cool down for at least 30 minutes before attempting to charge again.

2. Check your power source

Ensure you're using an appropriate power adapter (5V/1A). Avoid fast-charging adapters meant for phones (9V or higher).Try a different, lower-power USB port or adapter.

3. Check environmental factors

Don't charge in direct sunlight or near heat sources. Ensure the charging area has adequate ventilation. Avoid charging on soft surfaces like beds or couches that can trap heat.

4. Inspect for damage

Check if the ring or Charging Case shows any signs of damage, warping, or discoloration. Do not use if you notice any physical deformities.

5. Monitor the temperature

Slight warmth (warm to touch but comfortable) is normal. If the ring is too hot to touch comfortably, this is not normal and requires immediate attention.

What's normal:

·      The ring may feel warm (30-40°C / 86-104°F) during charging

·      Warmth should dissipate within 5-10 minutes after removing from Charging Case

What's NOT normal:

·      Ring is too hot to hold or touch

·      Ring remains hot for extended periods after charging

·      Visible swelling or deformation of the ring

If your ring gets excessively hot: Stop using it immediately and contact Leep Support at support@leephealth.com. Do not attempt to charge it again. This may be a battery safety issue that requires replacement.

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If your ring frequently loses connection to your phone:

1. Check Bluetooth basics

Ensure Bluetooth is enabled on your phone.Keep your phone and ring within 10 meters (33 feet) of each other. Avoid obstacles like walls or large metal objects between devices.

2. Minimize Bluetooth interference

Move away from other Bluetooth devices (headphones, speakers, smartwatches). Turn off Wi-Fi temporarily to test if interference is the cause. Avoid areas with many active Bluetooth devices like crowded offices or gyms.

3. Update the Leep App

Ensure you have the latest version from the App Store. Check for ring firmware updates in the Leep App Settings. Outdated software can cause connection instability.

4. Restart both devices

Restart your smartphone completely. Place your ring in the Charging Case for 10 seconds, then remove it to perform a soft reset.

5. Re-pair the ring (if disconnections persist)

In your phone's Bluetooth settings, "Forget" the Leep Ring. Open the Leep App and follow the pairing instructions. Keep the ring in its Charging Case during initial pairing.

Tip: Keep the Leep App open in the background or open it once daily to maintain a strong connection and ensure data syncs properly.

If disconnections continue: Contact Leep Support at support@leephealth.com as there may be a hardware issue with your ring's Bluetooth module.

To connect your Leep Ring to a new phone:

1. Back up your data first (on old phone if still available)

Open Leep App on your old phone and go to Your Account > Backup your data. Wait for confirmation that backup is complete. This uploads everything to Leep cloud.

2. Unpair from old phone (if accessible)

Go to your old phone's Bluetooth settings, find "Leep Ring" and select "Forget" or "Unpair". In the Leep App, go to Settings > Unpair Ring.

3. Install Leep App on new phone

Download the latest version from App Store. Sign in with your existing Leep account (do NOT create a new account). Your cloud-backed data should sync automatically.

4. Put ring in pairing mode

Place your ring in its Charging Case. Keep it in the Charging Case during the pairing process.

5. Pair to new phone

Open the Leep App on your new phone and tap "Add Ring" or follow the on-screen pairing instructions. Enable all requested permissions (Bluetooth, Location, Notifications). The app should detect your ring automatically.

6. If pairing fails

Perform a soft reset by removing ring from Charging Case, waiting 15 seconds, then replacing it. Ensure Bluetooth is enabled on new phone. Try restarting your new phone. Move closer to the ring (within 1 meter during pairing).

7. Verify connection

Once paired, check that data begins syncing. Wait 10-15 minutes for the ring to sync historical data from internal memory.

Important: Your Leep Ring can only be connected to one phone at a time. Make sure it's fully unpaired from the previous device.

If pairing still fails: You may need to perform a factory reset on the ring (see factory reset section). If the problem persists, please contact our support team at support@leephealth.com

If your ring isn't appearing in Bluetooth settings:

1. Don't pair through phone settings

The Leep Ring should NOT be manually paired through your phone's Bluetooth settings. Always pair through the Leep App, which handles the connection automatically.

2. Ensure ring has power

Place the ring in its Charging Case to ensure it's not completely depleted. A ring with 0% battery won't broadcast Bluetooth signal. Charge for at least 10-15 minutes before attempting to pair.

3. Put ring in pairing mode

Place the ring in its Charging Case. Keep it in the Charging Case during the initial pairing process. The charging LED should be visible.

4. Use the Leep App to pair

Open the Leep App and follow the initial setup wizard. The app will automatically scan for your ring. Keep your phone within 1 meter of the ring during pairing.

5. Troubleshoot Bluetooth

Turn Bluetooth off and back on. Restart your phone. Forget any old Leep Ring entries from Bluetooth settings.

Why you might not see it: The Leep Ring uses Bluetooth Low Energy (BLE) and may not appear as a standard Bluetooth device in your phone's settings. The Leep App manages the connection.

If the app still can't find your ring: Try a factory reset on the ring (see factory reset section). If the problem persists, please contact our support team at support@leephealth.com

If your sleep data isn't showing up or seems incomplete:

1. Check if ring was worn properly

Ensure you wore the ring throughout the entire night. The ring should fit snugly (not loose) for accurate sensor readings. Sensors must maintain contact with your skin.

2. Verify ring had sufficient battery

Check if your ring's battery was above 20% at bedtime. A low battery may cause the ring to stop recording data partway through the night.

3. Wait for processing

Sleep data may take 10-30 minutes after waking to fully process. Open the Leep App to trigger data sync.

4. Check for data gaps

If you removed the ring during the night (e.g., to charge), this will create gaps. Brief removals may result in incomplete sleep stages.

5. Ensure app is updated

Update to the latest version of the Leep App. Check for ring firmware updates in Settings

Calibration note: For the first 7-14 days, your ring is learning your patterns. Sleep data may be less accurate or incomplete during this period.

If sleep data is still missing: The data may not have been recorded (ring wasn't worn, battery died, or loose fit). Check if any data appears under Activity or Balance. Contact Leep Support at support@leephealth.com if this is a recurring issue.

If data isn't appearing after syncing:

1. Verify ring was worn

Ensure you wore the ring during the period you're expecting data. The ring must be on your finger to collect data, not just nearby.

2. Check battery level

If battery dropped to 0%, data recording stops. Charge your ring and check if older data syncs once powered.

3. Check ring connection

Ensure ring is connected via Bluetooth. If disconnected, bring ring closer to phone. Restart Bluetooth on your phone if needed.

4. Restart both devices

Force close the Leep App. Restart your phone. Place ring on Charging Case for 10 seconds, then remove (soft reset). Reopen app and attempt sync.

Data collection note: The ring continuously collects data when worn, even without phone connection. Data is stored in the ring's internal memory and syncs when you next connect.

If no data appears after all steps: There may be a hardware issue with your ring's sensors. Contact Leep Support at support@leephealth.com for diagnosis.

If data is being collected but not appearing in the app:

1. Ensure stable Bluetooth connection

Check that ring shows as "Connected" in the app. Keep phone and ring within 10 meters during sync. Ensure Bluetooth is enabled on your phone.

2. Open the app to trigger sync

The Leep Ring stores data internally and uploads when the app is opened. Open the app and wait 2-3 minutes for sync to complete. You'll see a sync indicator.

3. Check internet connection

Ensure your phone has active Wi-Fi or cellular data. Cloud backup requires internet connection. Local sync works via Bluetooth only.

4. Reinstall the app (last resort)

First go to Your Account and back up your data. Uninstall the Leep App. Reinstall from App Store. Sign back in to restore cloud data.

Sync frequency: Data typically syncs when you open the app. For best results, open the app at least once daily.

If data still won't upload: Contact Leep Support at support@leephealth.com with details about when the issue started and your app version.

If you're seeing gaps in your heart rate data:

1. Check ring fit

The most common cause of gaps is loose ring fit. The ring should be snug but comfortable. Sensors must maintain skin contact for continuous readings.

2. Check which finger you're wearing it on

Index, middle or ring finger typically provide best readings. Avoid pinky finger which has poorest circulation. Try switching to a different finger.

3. Verify you wore the ring continuously

Gaps appear when ring is removed, even briefly. If you took the ring off to charge, this is normal.

4. Check battery level during gap period

Low battery (below 10%) may cause sensors to pause. Verify battery was adequate during the missing data period.

5. Consider activity during gaps

Intense hand movement can cause temporary reading gaps. Very cold hands reduce circulation and sensor accuracy. Swimming or water activities may affect readings.

6. Check for sensor obstructions

Clean the inside of your ring (sensors) with a soft, dry cloth. Remove any lotions, oils, or residue from your finger. Ensure sensors are not scratched or damaged.

Understanding gaps:

·      Short gaps (5-15 minutes) are usually caused by movement or temporary loss of sensor contact

·      Long gaps (hours) are usually caused by removing the ring, low battery, or very loose fit

·      Night time gaps may indicate ring is too loose during sleep

If gaps persist despite proper fit: Contact Leep Support a support@leephealth.com as this may indicate a sensor hardware issue.

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If your app is stuck showing outdated information:

1. Check ring connection

Ensure ring shows as "Connected" in the app. If not connected, bring ring closer to phone. Enable Bluetooth if disabled.

2. Restart the app

Force close the Leep App completely. Reopen it after 10 seconds. Check if new data appears.

3. Restart Bluetooth connection

Turn Bluetooth off and back on. Reopen the Leep App. Wait for ring to reconnect.

4. Check for app updates

Update to the latest version from App Store. Outdated apps may have sync bugs.

5. Check date and time settings

Ensure your phone's date and time are set to automatic. Incorrect time settings can cause data display issues.

6. Reinstall app (if nothing else works)

First go to Your Account and back up your data. Uninstall and reinstall Leep App. Sign in to restore cloud data.

If app continues showing old data: There may be a cloud sync issue. Contact Leep Support at support@leephealth.com for account-level troubleshooting.

A loose-fitting ring will result in inaccurate data. Here's what to do:

1. Why fit matters

Sensors must maintain constant contact with skin. A loose ring causes gaps in heart rate, SpO2, and temperature data. Movement and activity data may also be affected.

2. Check if you need a smaller size

Finger size can fluctuate throughout the day (smaller in morning, larger at night). If the ring spins easily or slides off without resistance, it's too loose. Contact Leep Support at support@leephealth.com about sizing options or ring sizers.

3. Choose the right finger

Index finger typically provides the most stable fit. Middle and ring fingers are also good. Avoid pinky (usually too small) or thumb (usually too large). Non-dominant hand often provides better fit.

4. Temporary solutions

Try wearing on a different finger for better fit. Switch hands as non-dominant often has slightly different sizing.

5. Be consistent

Consistency is key - try to keep it on the same finger. Don't switch fingers frequently, as this affects data calibration.

Signs your ring is too loose:

·      Ring spins easily around your finger

·      Ring slides off without resistance

·      Frequent data gaps in heart rate graphs

·      Inaccurate sleep detection

Signs your ring is properly fitted:

·      Snug but comfortable (slight resistance when removing)

·      Doesn't spin freely around your finger

·      Can stay on through handwashing and normal activities

·      No discomfort after hours of wear

If you need a different size: Contact Leep Support at support@leephealth.com about exchange options.

This is completely normal! Here's why:

1. Calibration period is essential

Your Leep Ring needs 7-14 days to establish your personal baseline. During this time, it learns your unique patterns for resting heart rate, heart rate variability (HRV), body temperature variations, sleep patterns and stages, and activity levels.

2. What to expect during calibration

Days 1-3 bring basic data collection with limited insights. Days 4-7 show basic scores appearing, but they may fluctuate. Days 8-14 produce more stable and accurate scores. Days 15-30 provide fully personalized insights and recommendations.

3. Why it takes time

Everyone's physiology is different. The ring needs to distinguish your "normal" from unusual patterns. Sleep stages, recovery, and readiness require baseline comparisons.

4. How to help the calibration process

Wear your ring 24/7 except when charging. Maintain consistent routine during first 2 weeks. Wear on the same finger throughout calibration. Ensure proper fit so sensors collect accurate data. Open the app daily to sync data.

5. What you'll see during calibration

You may see "Establishing baseline" or "Not enough data" messages. Incomplete scores or dashes (-) may appear instead of numbers. Less detailed insights and recommendations are normal. This is temporary and expected.

6. After calibration completes

You'll receive full Sleep, Activity and Balance scores. Personalized recommendations become available. Trend analysis and patterns emerge. More accurate detection of unusual readings begins.

Be patient: The calibration period ensures your Leep Ring provides accurate, personalized insights rather than generic estimates. The wait is worth it!

Tip: Don't make major lifestyle changes during calibration (like starting intense training or drastically changing sleep schedule) as this can extend the calibration period.

A factory reset clears all data from your ring and returns it to its original state. Only do this if troubleshooting hasn't resolved your issue.

WARNING: This will delete all unsynced data stored on your ring. Back up your data first!

Before you reset:

Open Leep App and go to Your Account and back up your data. Wait for confirmation that backup is complete. Ensure ring has at least 30% battery and charge your ring if needed.

Factory reset through the app

Open the Leep App and go to Settings >Ring Settings and tap "Factory Reset". Confirm the action when prompted. Place ring on Charging Case as instructed. Wait for LED indicator toconfirm reset (may show specific color sequence). Ring will enter pairing mode automatically.

After factory reset:

Ring will be in pairing mode (unpaired from all devices). Open Leep App and follow pairing instructions. Sign in with your Leep account. Cloud-backed data will sync to your account. Ring will need to recalibrate (7-14 days for full baseline).

What gets erased:

·      All data stored in ring's internal memory

·      Bluetooth pairing information

·      Ring settings and preferences

What is NOT erased:

·      Data previously synced to cloud (accessible after re-pairing)

·      Your Leep account and historical data

·      App settings on your phone

When to perform a factory reset:

·      Persistent connection issues that can't be resolved

·      Switching to a new phone and re-pairing fails

·      Ring is unresponsive or behaving erratically

·      Preparing to give/sell ring to another user

Note: After reset, your ring will need to recalibrate to your body (7-14 days), so avoid resetting unless necessary.

Backing up your data ensures you don't lose your health information. Here's how:

Automatic cloud backup:

You can back up your data to the cloud if you enable it. This will then happen each time you open the app and sync. It requires internet connection (Wi-Fi or cellular data). To verify automatic backup is enabled, open Leep App and go to Settings > Your Account > Backup your data.

When to back up:

Back up before switching to a new phone, before uninstalling/reinstalling the app, before factory resetting your ring, and if you haven't opened app in several days.

What gets backed up:

·      All health metrics (sleep, activity, heart rate, etc.)

·      Historical trends and baselines

·      Personal settings and preferences

·      Ring calibration data

·      Daily scores and insights

What is NOT backed up:

·      Data still stored on ring (must sync first)

·      App interface settings

·      Downloaded content

Backup and internet connection:

Backup requires active internet connection. If offline, data is queued and backs up when online. Large data uploads may take 1-2 minutes.

Restoring from backup:

Your data automatically restores when you sign in on a new phone, reinstall the app, or reset and re-pair your ring.

Multiple device access:

You can access your data from multiple devices. Sign in with the same account on any device. All devices show the same cloud-synced data.

Data security:

All data is encrypted during transmission. Data is stored securely on cloud servers. It's only accessible with your account credentials.

Best practice: Open the app daily to ensure continuous automatic backups. Always manually back up before making major changes (new phone, factory reset, etc.).

Cloud syncing ensures your data is accessible across devices and protected. Here's how it works:

Automatic cloud backup:

You can back up your data to the cloud if you enable it. This will then happen each time you open the app and sync. It requires internet connection (Wi-Fi or cellular data). To verify automatic backup is enabled, open Leep App and go to Settings > Your Account >Backup your data.

When to back up:

Back up before switching to a new phone, before uninstalling/reinstalling the app, before factory resetting your ring, and if you haven't opened the app in several days.

What gets backed up:

·      All health metrics (sleep, activity, heart rate, etc.)

·      Historical trends and baselines

·      Personal settings and preferences

·      Ring calibration data

·      Daily scores and insights

What is NOT backed up:

·      Data still stored on ring (must sync first)

·      App interface settings

·      Downloaded content

Backup and internet connection:

Backup requires active internet connection. If offline, data is queued and backs up when online. Large data uploads may take 1-2 minutes.

Restoring from backup:

Your data automatically restores when you sign in on a new phone, reinstall the app, or reset and re-pair your ring.

Multiple device access:

You can access your data from multiple devices. Sign in with the same account on any device. All devices show the same cloud-synced data.

Data security:

All data is encrypted during transmission. Data is stored securely on cloud servers. It's only accessible with your account credentials.

Best practice: Open the app daily to ensure continuous automatic backups. Always manually back up before making major changes (new phone, factory reset, etc.).

Troubleshooting cloud sync issues:

Check internet connection by ensuring Wi-Fi or cellular data is active. Test by opening a website. Cloud sync won't work offline (but local ring sync will). Verify account status by going to Settings> Your Account and signing out and back in to refresh cloud connection. Check for app updates by updating to latest version from App Store as older versions may have sync bugs.

Cloud sync vs. ring sync:

Ring sync is Bluetooth transfer from ring to phone app (works offline). Cloud sync is upload from phone app to Leep servers (requires internet). Both happen together when you open app with internet connection.

What gets synced to cloud:

·      All health data (sleep, heart rate, activity, etc.)

·      Daily scores and trends

·      Personal baselines and calibration data

·      Settings and preferences

Best practice: Open the app at least once daily to ensure regular syncing.

Transferring your Leep Ring data to a new phone is straightforward if you follow these steps:

Step 1: Prepare on old phone (if still accessible)

Open Leep App on old phone and go to Settings > Your Account and back up your data. Then unpair the ring (recommended) by going to Settings > Ring Settings > Unpair Ring, or in phone Bluetooth settings, forget "Leep Ring".

Step 2: Set up new phone

Download latest version from App Store. Do NOT create a new account. Sign in with the same email/password from your old phone. Your cloud data will begin downloading automatically. Wait for data restore as historical data syncs from cloud. This may take 2-5 minutes depending on data volume and requires an active internet connection.

Step 3: Pair ring to new phone

Enable Bluetooth on new phone. Grant all permissions when prompted (Bluetooth, Location, Notifications). Put ring in pairing mode by placing it on Charging Case. If coming from old phone, ring should auto-enter pairing mode. If not, remove and replace on Charging Case several times. Then pair through app by opening Leep App on new phone and following setup instructions. App will scan for your ring. Keep phone within 1 meter of ring during pairing. Complete pairing by following on-screen instructions and waiting for "Ring connected" confirmation. Ring may sync additional data from internal memory.

Step 4: Verify everything transferred

Check historical data by reviewing past days/weeks to ensure data is present. Trends, scores, and insights should all be visible. Check ring connection by ensuring ring shows "Connected" on ring settings. Wait 5-10 minutes for initial sync. Test new data collection by wearing ring and waiting a few hours, then checking that new data is being collected and synced.

What transfers automatically:

·      All historical health data (sleep, activity, heart rate, etc.)

·      Personal baselines and calibration data

·      Trends and insights

·      Account settings and preferences

What does NOT transfer:

·      App notification settings (must reconfigure)

·      Downloaded content

·      Local app cache

If you don't have access to old phone:

Don't worry! As long as you previously synced data, simply install app on new phone, sign in with existing account, and all cloud-backed data appears automatically. Then pair the ring following steps above.

Common issues and solutions:

If ring won't pair to new phone, factory reset ring then pair (Settings > Ring Settings > Factory Reset). If historical data is missing, ensure you signed in (not created new account) and check Settings > Your Account for correct email. If you see "Ring already paired" error, unpair from old phone's Bluetooth settings, or factory reset ring.

Best practice: Always backup data before switching phones. The backup ensures no data loss even if something goes wrong during transfer.

If data doesn't transfer: Contact Leep Support at support@leephealth.com with your account email. They can verify your cloud backup and help restore data.

When contacting support please provide the following information:

·      Ring model and serial number (Settings > Ring Settings)

·      App version (Settings > Ring Settings (Firmware))

·      Phone model and OS version

·      Detailed description of the issue

·      Troubleshooting steps you've already tried

Warranty information:

For warranty information please see the user manual or the terms and conditions on our website. Keep your proof of purchase for any warranty claims.