Troubleshooting Guide
Troubleshooting Guide
Quick fixes and practical answers for your Photizo device. Find your issue below, open the relevant question and follow the steps.
Always use your official Photizo charger (12V 1A)
The most common cause of charging and dose problems is using the wrong charger. Other chargers can have a different voltage and may damage the internal circuits. Only use the Photizo-branded charger supplied with your device. Need a replacement? Contact Vitalight.
Common Issues
Select a question below to see the recommended checks.My Photizo beeps twice and won’t switch on
This usually means the battery charge is depleted. Recharge the device fully using the official Photizo charger (12V 1A), then try again.
The device isn’t charging, or the green light isn’t working
- Check that the charger cable is fully connected and the mains is switched on.
- Confirm that you are using the original Photizo charger. An incorrect charger may light the green indicator but still not charge the battery properly.
- If it still will not charge, the battery or charger may be faulty or worn. Get in touch and we will help.
The two large infrared LEDs in the middle don’t seem to work
Infrared light is invisible to the naked eye, so the two large LEDs will look as though they are not lighting up. To check them, view the device through a mobile phone camera while it is running.
Some iPhones have an infrared filter and may not show them. If this happens, try another phone’s camera.
The LEDs get brighter partway through the dose
This is completely normal. The brightness increases after the first third of the dose as the light transitions from pulsed to continuous. Nothing is wrong with your device.
The lens gets quite warm after continuous use
A little warmth is a normal response from this type of LED and does not affect how well the treatment works. If you are treating several areas consecutively, allow the device to cool slightly between them.
The lens is scratched
Minor scratches do not affect the treatment. However, heavy scratching or cloudiness can reduce the light intensity reaching the treatment area. If your lens is badly scratched, contact Vitalight about a replacement lens.
The LEDs switch off before the full dose finishes
Holding down the ON/OFF button stops the dose. This is a built-in safety feature. Press the button once to start, then let go. Make sure you are not holding it down during treatment.
I’m getting fewer doses than expected per charge
First, make sure you are charging with the correct Photizo charger. The wrong charger is the most common cause of low dose counts. On a full charge, approximately 1 hour and 30 minutes of continuous use, you should expect roughly:
| Device | Approximate doses | Dose length |
|---|---|---|
| Pain Relief | 130 doses | 41 seconds each |
| Sport / Vetcare | 170 doses | 31 seconds each |
| Skincare / Blush | 330 doses | 16 seconds each |
Batteries naturally lose some capacity over 500 to 1,000 charge cycles. Overcharging and cold temperatures can also reduce the doses available from a single charge. If your counts are well below the figures above and the device is still within warranty, contact us.
My device got wet or was submerged in water
If your device has been immersed in water, do not press the ON/OFF button and do not plug it into the mains. Doing so creates a safety hazard and can cause irreversible damage. Contact us before attempting to use it again.
Still Need Help?
If your issue is not listed, or your device is beeping repeatedly, will not charge after these checks or the LEDs will not activate, our team is here to help. Please have your order number available if possible.