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FAQS

Frequently Asked Questions (FAQ)︱Basic Instinct

Find answers to common questions about our products and services below. Need more help? Reach out to our customer support – we're here for you.

General Product Questions

Q: My product is not charging – what can I do?
A: Try the following steps:

  • Make sure you are using the correct cable and adapter. If possible, try another cable/adapter.

  • Test another power outlet.

  • Charge long enough (CurrentBody Skin products: 2–4 hours, sometimes up to 8 hours).

  • Check if the charging indicator lights up/flashes. If not, adjust the cable/contact points (especially magnetic connectors).

  • Does the product use replaceable batteries? Check polarity (+/–) and try new alkaline batteries.
If nothing helps – contact our support team.

Q: The LED lights are not working, what can I do (CurrentBody Skin products)?
A: Try the following steps:

  • Make sure the device is charged.

  • Restart the device.

  • If only some of the lights are working, it may indicate a manufacturing defect.

Contact us with a description and photos, and we will assist you right away.

Q: My device does not blink orange when charging – what does that mean (CurrentBody Skin products)?
A: This may be due to:

  • The device is already fully charged.

  • The charger or cable is not working.

  • The power outlet does not provide sufficient power.

Try another charger and power outlet. If nothing helps – contact our support team.

Q: My device won’t turn on at all – what should I do?
A: Try the following:

  • Hold down the power button for 3–5 seconds (many devices require a long press to start).

  • Check if travel lock/child lock is activated. Unlock by holding the button/button combination for a few seconds.

  • Fully charge the device and try again.

  • Try a “reset” by holding the button for 10–15 seconds.

If the device still does not respond – contact us with the serial number and description.

Q: The charging cable doesn’t work – what should I do?
A: Some devices require the original cable. Try this:

  • Test another compatible cable.

  • Carefully clean the charging port.

  • Use another outlet.

If you suspect the cable is defective – contact us and we will help you get a new one.

Q: The button on my product is not responding – what can I do?
A: Try the following:

  • Hold the button longer (3–5 sec) and ensure the device is fully charged.

  • Some models require a button combination to unlock/change mode.

If the button still does not respond despite correct handling – contact support.

Q: The power feels weak – is the product defective (sex toys/vibrators)?
A: Try the following:

  • Ensure the device is fully charged/new batteries are used.

  • Clean any openings/nozzles (e.g., air pressure holes).

  • Check that the silicone head/set is properly attached and that you are using the desired intensity level.

If the performance is still clearly weaker than normal – contact support.

Skin Reactions & Usage

Q: I experienced a skin reaction after use – what should I do?
A: It is common for skin to react at first, especially if you have sensitive skin. Mild redness, tingling, or temporary warmth is normal.
But if you experience any of the following:

  • Rash, itching, burning, or swelling

  • Persistent irritation lasting several hours

  • Increased sensitivity after each treatment

→ Pause use for a few days. If symptoms persist – contact our customer service.

Q: Can I use the product if I have sensitive skin (CurrentBody Skin products)?
A: Yes, but we recommend:

  • Start with shorter sessions (e.g., 2–3 minutes).

  • Use soothing skincare before/after treatment.

  • Listen to your skin – discomfort = pause.

When in doubt, consult a skincare professional or doctor.

Returns & Warranty

Q: My product is not working – how do I make a claim?
A: Here’s what to do:

  1. Check our return policy.

  2. Contact our customer service.

  3. Provide:

    • A description of the fault

    • Photos or video if possible

We offer troubleshooting, replacement, or repair depending on the case.

Q: How long is the warranty for my product?
A: Warranty varies per product. Please check our terms and conditions for details. Do not hesitate to contact us if you are unsure.

Q: Do I need to return the product to receive a replacement?
A: In some cases, we need the defective product returned before sending a new one. We will of course provide a return label.

Other Questions

Q: Can I use the product together with other skincare products?
A: Yes – but choose the right ones! Always use:

  • Products recommended in the user manual

  • Skincare without active acids directly before/after treatment

  • The gel/serum provided with the device, if applicable

Q: Are there any contraindications?
A: Yes. Always read the user manual. CurrentBody Skin products should not be used if you:

  • Are pregnant (without doctor’s approval)

  • Have cancer or epilepsy

  • Take medication that causes photosensitivity

If you are unsure – consult a doctor.

Specific Product Questions

CurrentBody Skin LED Light Therapy Face Mask

Q: What should I do if I experience skin irritation?
A: Stop using the mask and consult a doctor. Irritation may be caused by:

  • Photosensitivity from medication

  • Overuse

  • Incorrect skincare combined with treatment

See this list of photosensitizing medications.
Please include a photo if you contact us.

Q: My goggles are missing from the package – what should I do?
A: The package contents have been updated! White comfort goggles are now included instead of black protective goggles.
Double-check the package – if something is still missing, contact us with your order number and a photo of the contents.

Q: Can I use the mask if I am pregnant or have cancer?
A: The manual recommends consulting a doctor first. This is a precaution – not an indication of danger.
We care about your safety and want you to feel secure.

Q: The mask feels uncomfortable – what can I do?
A: Here are our best tips for improved comfort:

  • Use the mask while lying down – it often feels lighter

  • Use the included comfort goggles

  • Adjust the fit carefully according to instructions

If discomfort persists – contact us and we’ll help find a solution.

Q: What is the age limit for the LED mask?
A: The mask must not be used by children under 12 years old.
Use by teenagers 13–18 years must always be supervised by an adult.

Q: My CurrentBody LED mask does not light up at all – what should I do?
A: Try the following:

  • Charge the controller for at least 6 hours before first use.

  • Ensure mask and controller are properly connected.

  • Hold the power button for a few seconds to start.

  • Note that the lights only turn on during the active treatment time (10 minutes) and switch off automatically.

If the mask still does not start – contact support.

Q: Only some of the lights turn on – is this a fault?
A: Yes. All lights should turn on during treatment. Contact our support for further assistance.

CurrentBody Skin Radio Frequency Conductive Gel

Q: What makes this gel more effective than others?
A: Glycerin is the active ingredient that:

  • Increases conductivity during RF treatment

  • Provides deep hydration

  • Creates a smooth, skin-friendly surface

Satisfyer Pro 2 (all versions)

Q: My Satisfyer Pro 2 won’t turn on – how do I unlock it?
A: Try the following:

  • Charge for at least 2 hours.

  • Start by holding the power button for 3–5 seconds.

  • If the device does not respond, travel lock may be active. Unlock by holding both buttons simultaneously for a few seconds (depending on version).

If nothing helps – contact support.

Q: The suction feels weak – what can I do?
A: Try the following:

  • Check that the silicone head is correctly attached and clean.

  • Clean the air pressure hole from dust/debris.

  • Ensure the product is fully charged.

  • Note that different versions may have different maximum intensity.

If the effect is noticeably weaker than before – contact support.

ZIIP Halo – Microcurrent & Nanocurrent

Q: I don’t feel anything when using my ZIIP Halo – is it really working?
A: Yes, that’s completely normal. ZIIP Halo uses two types of electrical currents:

  • Microcurrent, which often feels like light tingling or small “zaps.”

  • Nanocurrent, which works on a deeper cellular level and usually can’t be felt at all.

The All Inclusive treatment uses mainly nanocurrent, which is why it often feels like nothing is happening – but the treatment is still effective.

Q: Should I always feel something during a ZIIP treatment?
A: No. Some treatments feel stronger because they include more microcurrent, while others feel very gentle or not at all due to higher levels of nanocurrent. The results are the same whether you feel the current or not.

Q: How do I know if my device is working?
A: Make sure that:

  • The device is turned on and connected to the app.

  • It works with other treatment programs – if so, it’s also working with “All Inclusive.”

  • You can test the “Learn Your Halo” program, which displays all waveform types and intensities.
    If you notice variations there, your Halo is functioning correctly.

Q: Can the amount of gel affect the sensation?
A: Yes. A thin, even layer of gel provides the best conductivity. Too much gel can reduce the feeling of the current.

Q: I used to feel something, but not anymore – why?
A: Your skin can adapt over time. It’s normal for the sensations to become weaker, but the treatment remains just as effective.

Q: Are there any vibrations in the “All Inclusive” program?
A: No, there are no actual vibrations. However, you may notice a soft buzzing sound when the device beeps during treatment.

Q: The video in the app isn’t perfectly in sync with my treatment – is that an error?
A: No. The videos are for guidance only and may differ by 30–60 seconds due to editing. Your device always follows the synchronized treatment within the app – not the video timing.

Q: Can I test if my device works more strongly?
A: Yes. Try using the Halo on your hand or jawline without gel – the current will feel more noticeable.

Q: Why don’t my treatments appear in the app?
A: All treatments are stored centrally within the app’s system, not in the device itself. As long as your app is connected and synced, all programs will function correctly.

Q: Tips for best results
A:

  • Use “Learn Your Halo” to familiarize yourself with different waveforms.

  • Clean the electrodes regularly for optimal contact.

  • Fully charge the device before use.

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