Charging Halo™ issues

Description

The Charging Halo™ is the illuminated ring surrounding the charging surface. Below are common issues you may encounter and how to address them.

1. Issue: One or more LEDs may fail, resulting in a color change in a specific area or across a larger section.
2. Solution: If you notice this issue, please contact our support team for assistance.

1. Issue: The Charging Halo™ should form a complete ring of light. If a section or larger area is not illuminated, there are two possible causes:
   • Material inconsistencies: Veins or minerals in your stone may block light transmission, making the Halo invisible in certain areas.
   • Faulty LEDs: If you suspect one or more LEDs are not functioning, please contact our support team for assistance.

If the Charing Halo™ is entirely invisible, follow these steps to diagnose the issue:

1. Confirm your phone can charge: In rare cases, the wireless charging capability in your phone may be malfunctioning.
   • Place your phone on the charging surface and check if it begins charging.
   • If your phone does not charge:
     • Ensure the wireless charger is connected to a power source.
     • Retry placing your phone on the charger.
     • If the issue persists contact our support team‍
2. Check your stone allows light through: Some materials may not allow light to pass through due to their composition.
   • Visit our Material Translucency Help Center Article to determine if your stone is translucent.‍
   • If your material is not translucent: We will introduce alternative options for the Charging Halo™ glow in 2025. Contact our support team to learn about securing an alternative solution when available.‍
3. Contact support: If your phone charges and the material is confirmed to be translucent, but the Charging Halo™ is still not visible, contact our support team for assistance.