Livlab Help Center

⌛️ What if there is a delay in the delivery of my package?

🚚 When do I need to order by to receive my gifts by December 24?

🎄 Holiday Shopping

Can Dodow help me fall back asleep if I wake up during the night?

Can I see the Dodow light projection without wearing my contacts or glasses?

Will Dodow work on a vaulted, wood, or textured ceiling?

Can Dodow help me if I'm a night worker or if I shift work?

How to set up your Dodow

Navigating Dodow: Manual for Optimal Use

Is Dodow suitable for children or the elderly?

Dodow - Why it works

Why using color blue?

How to adjust the intensity of Dodow light?

Additional exercises to increase Dodow's efficiency

I tried Dodow, and it didn't work - what should I do?

The breathing pace of Dodow seems too fast in the beginning

How to reset my Dodow?

Dodow Replacement Process: Faulty or Non-Functional Device

I can't open the battery lid

Dodow

Who is HoomBand made for?

Hoomband - the revolutionary sleep aid

How long is the battery life?

Can I use HoomBand to listen to music or to watch videos?

Are the audios for all ages?

How to wash Hoomband Unisize?

Troubleshooting Guide: Fixing a Single Speaker Issue in Your Hoomband Headband

Can I get a replacement for my HoomBand?

I can't connect my wired HoomBand to my (Apple or Android) device !

How to adjust my band's speakers?

HoomBand

Why is emotional management important?

Pas de nouvelles de ma commande HoomKid ?

What is Hoomkid?

How to choose a story?

How is it charged and how long is the battery life?

Can my child use HoomKid with headphones? Does it work with any set?

Can I let my child play alone?

I plugged HoomKid's cable in to charge it, but the LED doesn't light up, is it normal?

HoomKid

First Steps: Starting with your Ultimate Hoomband

How to wash HoomBand Ultimate ?

HoomBand Ultimate

🔓How to unlock audio packs in Livlab app

Discover Livlab Ambiences

What are Livlab stories?

What's inside the Livlab App?

What to Do If You Don't Receive the SMS Code

Temporary Setup & Login Issues with SMS - Livlab App

Livlab App

What payment methods can I use?

How do we calculate taxes in the US

Are my details safe when ordering online with Livlab?

Shipping Delays and FAQs

Which countries do we deliver to?

Payment & Shipping

How to find my order ID?

"Could Not Find Order" when I use the tracking page

💬 How to contact us?

Can I cancel my order?

Can I edit my order?

What does the status of my order mean?

My order is late, has been lost or stolen

How to track my package?

Order, Tracking & Cancellation

When can I expect a refund after it is processed by the Livlab Customer Service team?

Will there be costs if I want to return my order for refund?

What is the money back guarantee? How many days do I have?

Return my HoomBand order

Return my Dodow order

Return my Hoomkid order

I would like to return my order

How do I return my order placed on Amazon?

Returns & warranties

HoomBand app troubleshooting

How to unlock the 10 Extra Stories Pack on the HoomBand app

How to find my access code to the HoomBand app?

How to uninstall and reinstall the app on my Android device?

I lost my access code to the HoomBand app

How to uninstall and reinstall the app on my Apple device ?

HoomBand App

Sizzling sound when listening to the app content

The tracks stop playing after a few minutes

Troubleshooting Network Errors on the Hoomband App

Solving Download Issues on the Hoomband App

Hoomband App Content Queue Troubleshooting

My HoomBand app isn't working properly

Tracks experience sound jumps when running.

<h2 id="h_1b844d0e37">&#x270B; Before you follow the troubleshooting steps, please:</h2><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Double check your internet connection (It should be strong and stable)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Disable any active VPNs (sometimes VPNs don&apos;t have reliable network connectivity).</p></li></ul><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_ebee7c3ba5"><b>Troubleshooting steps</b></h1><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x2139;&#xFE0F; Click on those triangles &#x25B6; to show the details of each step</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_ebc193dc84"><b>1/ Clear the Hoomband app cache</b></h2><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Android devices</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open your phone settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Apps&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;Clear data&quot; and then on &quot;Clear cache&quot;</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;General&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Then on &quot;iPhone storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Offload App&quot;</p></li></ul></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_9fa9e1592b"><b>2/ Deactivate your access code</b></h2><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x26A0;&#xFE0F; <b>This step is important</b>. If you don&apos;t deactivate your access code before the next step, you will lose one of your 5 accesses to the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to deactivate your access code from the Hoomband app</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open the HoomBand app</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select the settings menu (icon with 3 horizontal bars)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;Product activation&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;deactivate my code&quot;</p></li></ul><div class="intercom-container" style="margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/8b01d974-b292-4631-9429-94ab5f1224f6.png?expires=1753965000&amp;signature=086c4738a0d2c5ad8d049157ca180181a26d262aeb82ba5ff1b5910841b92bf0&amp;req=cyAnEsB9m4NcFb4f3HP0gNbbUwm8BxbbGQfYJDAbi5jlAgMXAEv%2B%2FPwkrEdZ%0A1Pk%3D%0A"></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_c1096ebf74"><b>3/ Uninstall and reinstall the HoomBand app on your phone</b></h2><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Android devices</p></summary><div class="collapsible-section-content"><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Uninstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">On your Android phone or tablet, open the Google Play Store app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on HoomBand.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Uninstall.</p></li></ul><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Reinstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open Google Play Store</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games Library.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap the Hoomband app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Install or Enable.</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">In the application screen, hold on your finger on the HoomBand app icon.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Delete app&quot; or tap the &quot;X&quot; when it appears.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to the App Store and search HoomBand (or click here and select &quot;Install&quot; if  operating from your phone).</p></li></ul><div class="intercom-h2b-video" style="position:relative;padding-bottom:56.25%;height:0;margin:0 0 40px;"><iframe allowfullscreen frameborder="0" mozallowfullscreen src="https://www.youtube.com/embed/_2KLrnP-cHA?rel=0" style="position:absolute;top:0;left:0;width:100%;height:100%;" webkitallowfullscreen></iframe></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>&#x1F44B; If you are still having trouble after trying these steps, </b>you can <a class="intercom-content-link" href="https://help.livlab.care/en/articles/5429714-how-to-contact-us" target="_blank">reach out to our support team</a>. Please include a description of the issue you&#x2019;re experiencing and any relevant screenshots, if applicable.</p>

The running track cuts off at the end of a certain time unwantedly.

<h2 id="h_0c41e1c1f4">&#x270B; Before you follow the troubleshooting steps, please:</h2><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Double check your internet connection (It should be strong and stable)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Disable any active VPNs (sometimes VPNs don&apos;t have reliable network connectivity).</p></li></ul><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_37137d0718"><b>Troubleshooting steps</b></h1><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x2139;&#xFE0F; Click on those triangles &#x25B6; to show the details of each step</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_35fb203c21"><b>1/ Clear the Hoomband app cache</b></h2><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Android devices</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open your phone settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Apps&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;Clear data&quot; and then on &quot;Clear cache&quot;</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;General&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Then on &quot;iPhone storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Offload App&quot;</p></li></ul></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_aabc0830de"><b>2/ Deactivate your access code</b></h2><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x26A0;&#xFE0F; <b>This step is important</b>. If you don&apos;t deactivate your access code before the next step, you will lose one of your 5 accesses to the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to deactivate your access code from the Hoomband app</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open the HoomBand app</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select the settings menu (icon with 3 horizontal bars)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;Product activation&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;deactivate my code&quot;</p></li></ul><div class="intercom-container" style="margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/ab28ee85-7926-470a-8103-74d7fe3ad736.png?expires=1753965000&amp;signature=086c4738a0d2c5ad8d049157ca180181a26d262aeb82ba5ff1b5910841b92bf0&amp;req=cyAnEsB9m4NcFb4f3HP0gNbbUwm8BxbbGQfYJDAbi5jlAgMXAEv%2B%2FPwkrEdZ%0A1Pk%3D%0A"></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h2 id="h_f00bd4152c"><b>3/ Uninstall and reinstall the HoomBand app on your phone</b></h2><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Android devices</p></summary><div class="collapsible-section-content"><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Uninstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">On your Android phone or tablet, open the Google Play Store app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on HoomBand.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Uninstall.</p></li></ul><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Reinstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open Google Play Store</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games Library.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap the Hoomband app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Install or Enable.</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">In the application screen, hold on your finger on the HoomBand app icon.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Delete app&quot; or tap the &quot;X&quot; when it appears.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to the App Store and search HoomBand (or click here and select &quot;Install&quot; if  operating from your phone).</p></li></ul><div class="intercom-h2b-video" style="position:relative;padding-bottom:56.25%;height:0;margin:0 0 40px;"><iframe allowfullscreen frameborder="0" mozallowfullscreen src="https://www.youtube.com/embed/_2KLrnP-cHA?rel=0" style="position:absolute;top:0;left:0;width:100%;height:100%;" webkitallowfullscreen></iframe></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>&#x1F44B; If you are still having trouble after trying these steps, </b>you can <a class="intercom-content-link" href="https://help.livlab.care/en/articles/5429714-how-to-contact-us" target="_blank">reach out to our support team</a>. Please include a description of the issue you&#x2019;re experiencing and any relevant screenshots, if applicable.</p>

Error: "network error please connect to the internet to access this feature"

<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Issue description:</b> When you try to play or download a track on your HoomBand app, you get the message &quot;network error please connect to the internet to access this feature&quot;, even if you&apos;re connected to the internet.</p><h4 id="h_bda58b4370">&#x270B; Before you follow the troubleshooting steps, please:</h4><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Double check your internet connection (It should be strong and stable)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Disable any active VPNs (sometimes VPNs don&apos;t have reliable network connectivity).</p></li></ul><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_d4a1c6b331"><b>Troubleshooting steps</b></h1><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x2139;&#xFE0F; Click on those triangles &#x25B6; to show the details of each step</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_bd0feb6538"><b>1/ Clear the Hoomband app cache</b></h3><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Android devices</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open your phone settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Apps&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;Clear data&quot; and then on &quot;Clear cache&quot;</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;General&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Then on &quot;iPhone storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Offload App&quot;</p></li></ul></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_5449fddbac"><b>2/ Deactivate your access code</b></h3><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x26A0;&#xFE0F; <b>This step is important</b>. If you don&apos;t deactivate your access code before the next step, you will lose one of your 5 accesses to the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to deactivate your access code from the Hoomband app</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open the HoomBand app</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select the settings menu (icon with 3 horizontal bars)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;Product activation&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;deactivate my code&quot;</p></li></ul><div class="intercom-container" style="margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/2c95cce6-6d74-4f74-b1e4-648d0430c2fa.png?expires=1753965000&amp;signature=086c4738a0d2c5ad8d049157ca180181a26d262aeb82ba5ff1b5910841b92bf0&amp;req=cyAnEsB9m4NcFb4f3HP0gNbbUwm8BxbbGQfYJDAbi5jlAgMXAEv%2B%2FPwkrEdZ%0A1Pk%3D%0A"></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_80b146e38d"><b>3/ Uninstall and reinstall the HoomBand app on your phone</b></h3><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Android devices</p></summary><div class="collapsible-section-content"><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Uninstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">On your Android phone or tablet, open the Google Play Store app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on HoomBand.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Uninstall.</p></li></ul><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Reinstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open Google Play Store</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games Library.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap the Hoomband app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Install or Enable.</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">In the application screen, hold on your finger on the HoomBand app icon.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Delete app&quot; or tap the &quot;X&quot; when it appears.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to the App Store and search HoomBand (or click here and select &quot;Install&quot; if  operating from your phone).</p></li></ul><div class="intercom-h2b-video" style="position:relative;padding-bottom:56.25%;height:0;margin:0 0 40px;"><iframe allowfullscreen frameborder="0" mozallowfullscreen src="https://www.youtube.com/embed/_2KLrnP-cHA?rel=0" style="position:absolute;top:0;left:0;width:100%;height:100%;" webkitallowfullscreen></iframe></div></div></details><div class="intercom-interblocks-table-container"><table role="presentation" style="margin-top: 36px; margin-bottom: 24px;"><tbody style="display: inline-table; table-layout: fixed; width: 100%; border: 1px solid rgba(0,0,0,.2); border-radius: 6px;"><tr><td><h4 id="h_865dd64c9a"><b>&#x274C; If clearing the cache doesn&apos;t solve the network errors, </b>the problem may be that your own internet service provider is blocking the app to function properly. </h4><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>To make sure it&apos;s your ISP that is blocking your connection to the app</b>, try using the app with your mobile data instead of your wifi network. If the app works properly with mobile data, this means your ISP is blocking the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x1F449; To solve this issue, you will have to report our URLs to your ISP as being wrongly blocked:</p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;"><a class="intercom-content-link" href="http://hoomsleep.com" target="_blank">hoomsleep.com</a></p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;"><a class="intercom-content-link" href="http://livlab.fr" target="_blank">livlab.fr</a></p></li></ul></td></tr></tbody></table></div><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>&#x1F44B; If you are still having trouble after trying these steps, </b>you can <a class="intercom-content-link" href="https://help.livlab.care/en/articles/5429714-how-to-contact-us" target="_blank">reach out to our support team</a>. Please include a description of the issue you&#x2019;re experiencing and any relevant screenshots, if applicable.</p>

Troubleshooting steps if you're unable to download content on the HoomBand app.

<p class="no-margin" style="margin: 0;min-height: 1.53em;">If you&apos;re app won&apos;t let you download tracks for offline use, it may be due to the storage capacity of your phone. If your phone storage is not at its full capacity, you can follow the below troubleshooting procedure.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>If your device storage is full or almost full</b>, you should consider freeing up space on it if you want to download tracks on the HoomBand app. Please note there are no settings in the HoomBand app to download tracks to external phone storage. </p><h4 id="h_5587e807cc">&#x270B; Before you follow the troubleshooting steps, please:</h4><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Double check your internet connection (It should be strong and stable)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Disable any active VPNs (sometimes VPNs don&apos;t have reliable network connectivity).</p></li></ul><hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h1 id="h_19b664730c"><b>Troubleshooting steps</b></h1><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x2139;&#xFE0F; Click on those triangles &#x25B6; to show the details of each step</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_0c0020ef67"><b>1/ Clear the Hoomband app cache</b></h3><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Android devices</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open your phone settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Apps&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;Clear data&quot; and then on &quot;Clear cache&quot;</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;General&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Then on &quot;iPhone storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Offload App&quot;</p></li></ul></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_d266b4a207"><b>2/ Deactivate your access code</b></h3><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x26A0;&#xFE0F; <b>This step is important</b>. If you don&apos;t deactivate your access code before the next step, you will lose one of your 5 accesses to the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to deactivate your access code from the Hoomband app</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open the HoomBand app</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select the settings menu (icon with 3 horizontal bars)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;Product activation&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;deactivate my code&quot;</p></li></ul><div class="intercom-container" style="margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/65639e60-37de-4b3b-8793-d8dd900d05c2.png?expires=1753965000&amp;signature=086c4738a0d2c5ad8d049157ca180181a26d262aeb82ba5ff1b5910841b92bf0&amp;req=cyAnEsB9m4NcFb4f3HP0gNbbUwm8BxbbGQfYJDAbi5jlAgMXAEv%2B%2FPwkrEdZ%0A1Pk%3D%0A"></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_eb222dd003"><b>3/ Uninstall and reinstall the HoomBand app on your phone</b></h3><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Android devices</p></summary><div class="collapsible-section-content"><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Uninstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">On your Android phone or tablet, open the Google Play Store app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on HoomBand.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Uninstall.</p></li></ul><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Reinstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open Google Play Store</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games Library.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap the Hoomband app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Install or Enable.</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">In the application screen, hold on your finger on the HoomBand app icon.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Delete app&quot; or tap the &quot;X&quot; when it appears.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to the App Store and search HoomBand (or click here and select &quot;Install&quot; if  operating from your phone).</p></li></ul><div class="intercom-h2b-video" style="position:relative;padding-bottom:56.25%;height:0;margin:0 0 40px;"><iframe allowfullscreen frameborder="0" mozallowfullscreen src="https://www.youtube.com/embed/_2KLrnP-cHA?rel=0" style="position:absolute;top:0;left:0;width:100%;height:100%;" webkitallowfullscreen></iframe></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>&#x1F44B; If you are still having trouble after trying these steps, </b>you can <a class="intercom-content-link" href="https://help.livlab.care/en/articles/5429714-how-to-contact-us" target="_blank">reach out to our support team</a>. Please include a description of the issue you&#x2019;re experiencing and any relevant screenshots, if applicable.</p>

You're not able to use the content queue properly. The 1st track plays & then the sound stops, even if more tracks have been added to queue

<h3 id="h_306d764445"><b>Issue description: </b>The content queue doesn&apos;t work. Only the first audio plays, even if there is more content to be played next in the queue.</h3><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>&#x26A0;&#xFE0F; Please note: </b>after following these troubleshooting steps, your app will reset, which means your offline downloads will be removed. You will need to download them again when you&apos;ll reinstall the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<hr><h1 id="h_0c3f9e0f8e"><b>Troubleshooting steps</b></h1><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x2139;&#xFE0F; Click on those triangles &#x25B6; to show the details of each step</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_a35f59d17a"><b>1/ Clear the Hoomband app cache</b></h3><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Android devices</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open your phone settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Apps&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;Clear data&quot; and then on &quot;Clear cache&quot;</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to clear the HoomBand app cache on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to settings &#x2699;&#xFE0F;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on &quot;General&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Then on &quot;iPhone storage&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on the HoomBand app in the list</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Offload App&quot;</p></li></ul></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_bec016cca8"><b>2/ Deactivate your access code</b></h3><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x26A0;&#xFE0F; <b>This step is important</b>. If you don&apos;t deactivate your access code before the next step, you will lose one of your 5 accesses to the app.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to deactivate your access code from the Hoomband app</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open the HoomBand app</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select the settings menu (icon with 3 horizontal bars)</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;Product activation&quot;</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Click on &quot;deactivate my code&quot;</p></li></ul><div class="intercom-container" style="margin:0 0 40px;"><img src="https://hsfiles.gorgias.help/gm/help-centers/88298/attachment/45baa0e5-37a0-4a33-91b9-09fe3bdeb786.png?expires=1753965000&amp;signature=086c4738a0d2c5ad8d049157ca180181a26d262aeb82ba5ff1b5910841b92bf0&amp;req=cyAnEsB9m4NcFb4f3HP0gNbbUwm8BxbbGQfYJDAbi5jlAgMXAEv%2B%2FPwkrEdZ%0A1Pk%3D%0A"></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<h3 id="h_042962a11f"><b>3/ Uninstall and reinstall the HoomBand app on your phone</b></h3><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Android devices</p></summary><div class="collapsible-section-content"><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Uninstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">On your Android phone or tablet, open the Google Play Store app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap on HoomBand.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Uninstall.</p></li></ul><p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>Reinstall the app:</b></p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Open Google Play Store</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Menu &#x2263; My apps &amp; games Library.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap the Hoomband app.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Tap Install or Enable.</p></li></ul></div></details><details><summary><p class="no-margin" style="margin: 0;min-height: 1.53em;display:inline; margin:0 0 15px; line-height:1.24;">How to uninstall and reinstall the app on Apple devices (iOS)</p></summary><div class="collapsible-section-content"><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">In the application screen, hold on your finger on the HoomBand app icon.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Select &quot;Delete app&quot; or tap the &quot;X&quot; when it appears.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Go to the App Store and search HoomBand (or click here and select &quot;Install&quot; if  operating from your phone).</p></li></ul><div class="intercom-h2b-video" style="position:relative;padding-bottom:56.25%;height:0;margin:0 0 40px;"><iframe allowfullscreen frameborder="0" mozallowfullscreen src="https://www.youtube.com/embed/_2KLrnP-cHA?rel=0" style="position:absolute;top:0;left:0;width:100%;height:100%;" webkitallowfullscreen></iframe></div></div></details><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<hr><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"><b>&#x1F44B; If you are still having trouble after trying these steps, </b>you can <a class="intercom-content-link" href="https://help.livlab.care/en/articles/5429714-how-to-contact-us" target="_blank">reach out to our support team</a>. Please include a description of the issue you&#x2019;re experiencing and any relevant screenshots, if applicable.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>
<p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>

<p class="no-margin" style="margin: 0;min-height: 1.53em;">If your HoomBand app stopped working or if something went wrong and you can&apos;t use it anymore, we&apos;ve listed a few troubleshooting steps for you to try:</p><ul><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Please try <a class="intercom-content-link" href="https://help.mydodow.com/kb/guide/en/how-to-uninstall-and-reinstall-the-app-I5Pcs2jw9T/Steps/73163" target="_blank">deleting and re-installing the app</a>. Make sure your device is connected to a reliable wifi connection.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Double-check your internet connection. We recommend strong wifi or cellular connection.</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Restart your device</p></li><li><p class="no-margin" style="margin: 0;min-height: 1.53em;">Disable any active VPNs (they sometimes don&apos;t have reliable network connectivity)</p></li></ul><div class="intercom-interblocks-table-container"><table role="presentation" style="margin-top: 36px; margin-bottom: 24px;"><tbody style="display: inline-table; table-layout: fixed; width: 100%; border: 1px solid rgba(0,0,0,.2); border-radius: 6px;"><tr><td><p class="no-margin" style="margin: 0;min-height: 1.53em;">Please note that if your uninstall the HoomBand app from your phone, you may lose your offline downloads. </p></td></tr></tbody></table></div><p class="no-margin" style="margin: 0;min-height: 1.53em;">&#x261E; To <b>reach out to us</b>, you can click the button in the bottom right corner of your screen to open our messenger. Then, click on &quot;Send us a message&quot;.</p><p class="no-margin" style="margin: 0;min-height: 1.53em;"></p>

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