Help when you need it most

Recovering from surgery has many challenges, so your devices shouldn’t add extra stress. This is why our friendly customer service team is ready to help at any time day or night. As product experts, there isn’t a problem they can’t help you solve or quickly find a solution for you. 

What to expect:

Contact customer support at
800-994-0464

During regular business hours, a customer support representative will answer your call

 After business hours, our answering service will take your concern and within a half hour, your customer support team will contact you to resolve the issue

Billing issues will be resolved within one business day

Troubleshooting

Triple play home kit

Solution: Make sure the metal thumb latch is pressed until it clicks, such that the two ends of the connectors will fit together.

Solution: Battery charge is too low. Connect unit to a wall supply for a fresh charge and turn on.

Power errors can be caused by any number of issues.

  1. If the unit will not power on, validate that the power adapter is plugged into both the unit itself as well as working power outlet.
  2. If the unit is still not powering on, instruct the patient to test it with a different power outlet.  If the unit is plugged into a surge protector power strip, direct the patient to disconnect it from the power strip and plug it directly into the wall.
    1. Check to see if there are any lights showing on the unit (i.e.- the LOW BATT or CHARGING lights)
    2. While the unit is connected to the power adapter, if the LOW BATT indicator light is on but the CHARGING light is off, the issues are likely with the charger or possibly the charging port.  The unit will need to be replaced.
  3. If the unit is still showing no signs of power, it will need to be replaced.

Solution:

  • Make sure the wrap is snug, but not too tight.
  • Air tubes are not connected.
  • Bladder is damaged and will not hold air. Arrange for replacement sleeves (TP-3333)
  • Tube is damaged

Solution:

  • Wrap may be too tight, please loosen wrap and readjust Velcro.
  • If problem still exists, please contact our Customer Service team

Solution: When returning the equipment, do not include the box or wraps. Only return the pump unit and power cord.

plexus

Solution: 

  • Make sure the sleeves are properly placed around the calves and secured with tabs
  • Make sure the pumps are securely attached to the sleeves with no separation
  • Unplug and reconnect the device to the power adapter
  • Check the input connections

Solution: Battery charge is too low. Connect unit to a wall supply for a fresh charge and turn on.

Power errors can be caused by any number of issues.

  1. If the unit will not power on, validate that the power adapter is plugged into both the unit itself as well as working power outlet.
  2. If the unit is still not powering on, instruct the patient to test it with a different power outlet.  If the unit is plugged into a surge protector power strip, direct the patient to disconnect it from the power strip and plug it directly into the wall.
    1. Check to see if there are any lights showing on the unit (i.e.- the LOW BATT or CHARGING lights)
    2. While the unit is connected to the power adapter, if the LOW BATT indicator light is on but the CHARGING light is off, the issues are likely with the charger or possibly the charging port.  The unit will need to be replaced.
  3. If the unit is still showing no signs of power, it will need to be replaced.

plasmaflow

Solution: 

  • This is a low battery error message, charge the device for four hours before attempting to use
  •  Turn the device off and back on to reset pressure limit

Solution: Charge the device

Have questions about our DVT prevention devices? Our Customer Service team can help you.

When it comes to post-surgical DVT prevention, urgency is key. That’s why we offer customer support help – no matter the time of day – for both patients and medical customers.

Customer Service: 800-994-0464

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