Troubleshooting
Are you having trouble with your NuFACE device? Please read below Top 7 frequently asked questions. If you don’t find your answer here or on the FAQ page, please contact our friendly customer service team Monday- Friday 9am-5pm PST.
1. I DO NOT FEEL ANYTHING WHEN USING MY NUFACE. IS THAT NORMAL?
YES. If you are using your NuFACE device properly, with a layer of Conductivity Gel covering your skin, you should feel a very mild sensation or no sensation at all. The Conductivity Gel transfers the current directly to the muscles eliminating most sensation. Microcurrent works sub sensory, or beneath the sensory nerves. The current is intended to be very mild, soothing and relaxing.
TROUBLESHOOT: To make sure your device is working properly, turn the device on “High- level 8” and place BOTH probes on your clean, dry face (no Conductivity Gel). Hold both probes on your face for 5-10 seconds. You should feel a “pinch” or “stinging” sensation. Your NuFACE is working properly. Both probes must always be touching the skin simultaneously for the treatment to be effective.
TIP: If you start out feeling no sensation, but during the treatment you begin to feel the current, the Conductivity Gel layer may be drying or too thin. Either refresh the gel by spraying the Optimizing Mist or add more Conductivity Gel to the areas experiencing sensation.
2. EVEN IF THE GREEN LIGHT IS ON, SHOULD I CHANGE THE BATTERY?
For optimal facial rejuvenation results, we recommend replacing the NuFACE battery every 6-8 weeks. You should receive roughly 50 treatments per battery. We do not recommend using a generic or rechargeable battery as this may decrease both the number of treatments delivered and the effectiveness of your NuFACE device.
If the green light is dim or blinking, this indicates the battery is not holding the charge and should be changed. The NuFACE does not turn off by itself, so please remember to turn off after each treatment.
TIP #1: We recommend only using a DURACELL Coppertop or ENERGIZER Lithium 9-volt battery.
TIP #2: Make sure you are storing your batteries correctly. Batteries can lose their charge if the tops touch each other or a metal surface. If you are not storing them in the package, we recommend putting tape over the heads of the battery to avoid losing their charge.
3. CAN I USE MY NUFACE WITH OTHER SKINCARE PRODUCTS?
YES. The NuFACE system works synergistically with any skincare line whether it is over-the-counter, cosmeceutical or a botanical skincare brand. Do not use any oil based skincare products before using your NuFACE as the oil based product may leave a residue on the skin, prohibiting the optimal delivery of microcurrent to the muscles.
TIP #1: For advanced results, apply your favorite anti-aging water based serum before you apply the Conductivity Gel. Microcurrent is known to increase product penetration.
TIP #2: Spray the Optimizing Mist over the Conductivity Gel to keep the gel moist during the treatment. Also use the Optimizing Mist throughout the day to keep skin hydrated and refreshed.
4. HOW OFTEN SHOULD I USE MY NUFACE? CAN I USE MY NUFACE EVERY DAY?
We recommend to use your NuFACE at least 5 times a week for first 90 days (or 3 months), then 3 days a week to maintain results. However, you may use NuFACE every day for a maximum of 20 minutes within a 24-hour period. For optimum results, we recommend using for at least 5 minutes per treatment.
5. WHEN WILL I SEE RESULTS WITH MY NUFACE DEVICE?
Most users will see results after the very first treatment, however individual results may vary. The NuFACE results are cumulative and improve with continual use. Over time you will see a more contoured jaw line, smoother lines and wrinkles, softer nasolabial folds, lifted eyebrows, reduced jowls, and more defined cheekbones. You will continue to see an improvement in your overall appearance with every month of using your NuFACE.
6. I SEE FLASHING LIGHTS WHEN USING THE NUFACE. IS THIS NORMAL?
A common reaction is a perception of flashing lights during your NuFACE treatment resulting from the stimulation of the optic nerve. If you notice this condition constantly and when not using your NuFACE device, please consult your doctor.
7. WHERE IS MY SERIAL NUMBER LOCATED?
The unique serial number (NU-XXX-XXXXX) is under the battery. Open the back cover, lift the battery, and the serial number will be on the device.