Need a hand with your device?
If something isn't working as expected, our support team is here to help. Below are some common issues customers occasionally run into, but rather than walking through fix-it steps that may not match your specific situation, we'd rather hear from you directly so we can resolve it properly.
For any of the issues below, please reach out to support@theschumann.com or use the contact form at the bottom of this page. Where possible, include a short video or photo of the issue, your order number, and your device serial number. That helps us diagnose and resolve things faster.
V1 Classic
Common issues to flag with support:
• Device won't turn on or no light is showing.
• Light color doesn't match what you'd expect (refer to the V1 Classic light guide above).
• Device won't hold a charge or battery drains unusually fast.
• USB-C cable not charging the device.
V2 Pro
Common issues to flag with support:
• Display is blank or won't illuminate.
• Buttons unresponsive or not adjusting frequency.
• Yellow indicator light not showing or behaving incorrectly.
• Device won't charge or battery drains unusually fast.
• Frequency display showing incorrect values.
V3 Max
Common issues to flag with support:
• Display blank, frozen, or showing incorrect values.
• Preset buttons not saving or recalling frequencies.
• Quick-jump button not working as expected.
• Device won't charge or battery drains unusually fast.
• Mode button not switching between sine and square.
Frequency Water Bottle
Common issues to flag with support:
• Crystal pod chamber leaking or seal compromised.
• Glass damaged in transit.
• Bamboo cap or base loose, cracked, or showing wear.
• Crystals appear damaged or shifted out of the pod.
EMF Nano Shield Sticker
Common issues to flag with support:
• Sticker arrived damaged or with a defective adhesive layer.
• Sticker won't adhere properly to a clean surface.
• Sticker peeling off or lifting unexpectedly.
For everything else, contact support@theschumann.com or use the form at the bottom of this page. Most cases are resolved within 24 to 48 business hours.