“My smart phone app is frozen on the update. How am I supposed to be able to use biostrap to measure my sleep when it needs charging each night? I purchased a new style wrist strap but only the older style will fit my wrist. So, I threw away money on the wrist strap and the sleep lab. I hope the whole thing is not a waste of money.”
Hi Jim,
Thanks for reaching out and providing some feedback here. It seems as though you are having some issues at the moment with your device. I would suggest reaching out to our support team for help to make sure you have a better experience moving forward.
If the update is stuck it is likely due to a connectivity issue. You can try toggling your WiFi off and on or running on cell data only to see if the update can complete.
Battery life is something that we are working on improving. Currently, the battery life is due to the significant amount of data that we collect on your Biometrics. Getting into a habit of charging the device daily will ensure a good experience.
We are sorry to hear that the new wristband does not fit you. Is the strap too large or too small?
If you need additional assistance here please reach out to our support team.
“I have tried 2 different heart rate straps. The bio strap application sees the heart rate strap but will not collect data at all including and active workout session.. IM troubleshooting is too slow.”
“The strap pin/clasp broke. The screw stripped. Contacted support for assistance and they suggested super glue! Brand new strap and I should super glue it?!?”
Hi Michael. I saw your rating and your notes and wanted to reach out to see if there was something our support team can help with.
You are noting you cannot get the device to work yet. You should be able to charge, connect, and start getting readings shortly thereafter. If that is not the case then we definitely want to take a look.
I am going to have the support team reach out to you via email to see if we can help get you up and running properly.
“Most of the time my phone's bluetooth can't locate the strap. The shoe device is no problem. When it does find the strap device it stays connected for less than a minute. I have not been able to use it at all.”
“# occasionally see totally wrong readings (e.g., heart rate was consistently in the 50's and suddenly got one reading in the 90s when I wasn't doing anything; respiration between 12 and 18 and suddenly got one reading of 30 while I was asleep)
# can't distinguish sitting still from sleeping;
# no way to mark sleeping periods as actually asleep;
# setting up and tracking exercises is much too complex (paper and pencil is a LOT better);
# time gaps in some measurements but not in others;
no answer from customer support about any of the above issues
finally, website did not work for a return and a customer support person had to set it up by hand”
“I received my Biostrap wrist and shoe pod. I placed them on the charger to charge. No issue. I wore them for a couple of days and the app said the wrist one was low so I tried to place on charger and it would not charge. I waited the 3 days as suggested and nothing. Yes they are replacing the wrist but I would rather just not have to do this at all. I would rather just return everything and get my money back. I am not happy at all that in just 2 days of having the item that it is already not working and fear that this will happen again.”
“The first day the shoe monitor fell off while I was running, the 3rd day the wrist monitor stopped communicating with my iPhone, the support group stopped responding after my 3rd email. Save your money and buy something else.”
Hello Charlie,
I apologize that you did not get a response from our support team sooner. Unfortunately, at this time we do not have Support available over the weekend.
I would definitely suggest reaching out to our support team via chat on our website or through the app this week. The experience you are noting is not typical and definitely not the experience we want any of our users to have.
We want to make sure you are taken care of and see what is happening with your device. I sent you an email to colson@olsoncapital.com as well as responded to your chat on our website.
