Technical Support - Sensor FAQ 2022

In this guide you will find troubleshooting tips for the most common questions or scenarios that you may encounter while using your sensors.

If you have any questions or are unable to resolve your sensor issue with the tips below, please give our Technical Support team a call for assistance. Our preferred method of troubleshooting sensor issues is live over the phone.

Hinge Health Technical Support is available at (855) 902-2777 ext. 2 on Monday - Friday between 6am - 6pm PST.

Connecting your Sensors to the Hinge Health App

Your sensors are designed to connect to the Hinge Health app when you begin a new exercise therapy session. You do not need to pair your sensors in your device Settings.

1) Start by fully charging your device and sensors. Low sensor battery life can impact connection quality, so it’s recommended to fully charge your motion sensors every 4-6 sessions for best results. To check the sensor battery, plug your sensors in the wall using the charging materials in your kit. If sensor lights blink while plugged in, leave them to charge until the sensors display a steady white light indicating charging is complete.

2) Enable Bluetooth in your device Settings.

• Android: Go to Settings > Tap on Connected devices > Tap Connection preferences > Toggle Bluetooth ON

• iOS: Go to Settings > Tap on Bluetooth > Toggle Bluetooth ON

3) (Android devices only) Turn on location based Services. Location permissions must be allowed on your device to use your sensors for Exercise Therapy due to a quirk in the way Android OS handles Bluetooth permissions. Hinge Health does not track or share your location data. If you’re concerned about Android using your location, you can choose to restrict location permissions for all other apps under ‘App-level permissions’ on the Location-Based Services settings.

• Go to Settings > Tap Location > Toggle 'Use location' ON

4) Connect your sensors in the Hinge Health app. Open the Hinge Health app and enter a new Exercise Therapy session from your Daily Playlist or the app Library tab. Then, tap BEGIN and follow the steps to connect your sensors.

Setting Up your Sensors

Proper sensor placement is important for accurate motion feedback. Keep these tips in mind each time you set up for Exercise Therapy.

Low Back Program

- Chest sensor: Start with the dark strap high on your chest, with the white sensor upright and facing ahead of you. Adjust the sensor strap higher or lower as needed so that the sensor aims straight ahead of you, without angling up to the ceiling or down to the floor. Please move the sensor below the chest if this helps the sensor rest more vertically and flat against the body.

- Low back sensor: Position the lower back sensor with the light strap upright on your lower back over your spine.

Knee and Hip Programs

- Thigh sensor: Fasten the strap snugly around your thigh and verify he sensor light is upright and facing forward.

- Shin sensor: Position the sensor so it rests comfortable on the front side of your shin. Verify the sensor light is upright and centered on your shin.

Shoulder and Neck/Upper Back Programs

- Chest sensor: Start with the dark strap high on your chest, with the white sensor upright and facing ahead of you. Adjust the sensor strap higher or lower as needed so that the sensor aims straight ahead of you, without angling up to the ceiling or down to the floor. Please move the sensor below the chest if this helps the sensor rest more vertically and flat against the body.

- Upper arm sensor: Fasten the sensor strap snugly so the orange bars rest on the front side of your arm over your bicep (this means the sensor will rest on the back side of your arm with the green light out of sight).

- Lower arm sensor: Raise your arm in front of you to 90 degrees and do a 'thumbs up'. In this position, the blue arrow on the sensor strap points to your thumb.

Having trouble using your sensors during Exercise Therapy?

Charge and Reset your Sensors

Ensure your sensors are fully charged. Low sensor battery can impact sensor performance, so we recommend charging your sensors every 4-6 sessions. You can check the sensor battery by plugging them into the wall using the charging equipment in your kit. Sensor lights will blink while charging and switch to steady white when charging is complete.

Unpairing your sensors and then re-pairing them to the app lets you set up your sensors from scratch and get a fresh start. To unpair your sensors, enter the Account tab from the app home screen and then select ‘Unpair sensors’. Your sensors will re-pair to the app in your next new Exercise Therapy session.

Stuck on "Hold still" or "Waiting"?

If you're seeing this message during sensor setup or during the calibration step for the next exercise in your session, double check your sensor positioning and try making slight adjustments to your body position. It can help to return to a relaxed stance to reset for a moment before getting back into the position guided by the app. Once the calibration bar starts to fill, be sure to hold your position until the bar has filled completely. If you're struggling with a specific exercise in your therapy, let us know and we'll be able to help you through it with more specific tips.

Can't reach the target zone?

Some exercises in your program allow you to adjust exercise difficulty by slightly lowering or raising the exercise target zone. If you see up and down arrows on the right side of your screen during your exercise, try using the arrows to move to the target zone that meet your needs. If you're still having trouble reaching the exercise target zone after moving the target zone, try recalibrating your sensors for the exercise that's giving you trouble. To recalibrate, tap the round pause button on the exercise activity screen and then tap RESTART from the pause menu.

If you have any questions or are unable to resolve your sensor issue with the tips above, please give our Technical Support team a call for assistance. Our preferred method of troubleshooting sensor issues is live over the phone.

Hinge Health Technical Support is available at (855) 902-2777 ext 2 on Monday - Friday between 6am - 6pm PST.