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Device Support

Device troubleshooting, warranty, and product support
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My Device Won't Charge — Troubleshooting Guide

My Device Won't Charge — Troubleshooting Guide If your Artemis mask case or neck piece is not charging, try the steps below before reaching out to our team. Step 1: Check your charging cable and connection - Make sure the charging cable is fully inserted into the device and the power source - Do not use a turbo charger — only use a standard charger rated at 5W or under (10W max). Turbo chargers can prevent the device from charging or cause issues over time. A good reference charger: amazon.com/dp/B08HQBM4JX - Inspect the charging port on the device for any debris or damage Step 2: Perform a reset A reset often resolves charging issues on both the mask and neck piece. Locate the small pinhole on the back of the device near the USB charging input. Use a thin pointed object such as a thumbtack or SIM card ejector pin to gently press it. Reset pinhole location on the Artemis mask After resetting, reconnect the charging cable and check if the device begins to charge. Step 3: Let it rest, then try again If the battery is fully depleted, it can sometimes take a few minutes before the charging indicator appears. Leave it plugged in for 10–15 minutes and then check again. If none of these steps work Please contact us at i@artemismask.com with: - Your order number - A brief description of the issue - Whether you've tried the reset steps above Our team will assess the situation and help determine the best next step. Is my device under warranty? Artemis devices are covered by a 1-year warranty from the date of purchase. If your device is within the warranty period, we'll work to resolve the issue at no cost to you. If your warranty has expired, we may be able to offer you a discount code toward a replacement device. Please reach out and we'll do our best to help. With Love & Light, The Artemis Team

Last updated on Mar 20, 2026

Mask Won't Turn On (Or Only Works When Plugged In)

Mask Won't Turn On (Or Only Works When Plugged In) This is one of the most common questions we get, and the fix is simple. To power your mask on, press and hold the button for a full second until it lights up. A quick tap is not enough when the mask is unplugged. When the mask is plugged in, a gentle tap on the power button will turn it on — which can cause confusion, since that same tap won't work when it's running on battery. Just remember: press and hold when unplugged. The same applies to turning it off. Press and hold for one second and the mask and neck piece will power down. If you've tried this and the mask still won't turn on off the charger, it's possible the battery is fully depleted. Leave it plugged in for at least 30 minutes and then try again. Still having trouble? Reach out to us at i@artemismask.com with your order number and we'll help you out. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

Mask is Beeping Continuously or Seems Stuck

Mask is Beeping Continuously or Seems Stuck If your mask is beeping for an extended period or appears to be frozen, it has likely triggered its built-in safety mechanism. To reset it, locate the small pinhole on the back of the mask near the USB charging input. Use a thin pointed object — such as a thumbtack or SIM card ejector pin — to gently press into the pinhole for a moment. This will reset the device. Reset pinhole location on the back of the Artemis mask After the reset, power the mask back on normally by pressing and holding the button for one second. If the issue continues after resetting, please contact us at i@artemismask.com with your order number and a description of what happened. We'll make sure you're taken care of. With Love & Light, The Artemis Team

Last updated on Mar 20, 2026

Warranty Policy

Warranty Policy Artemis stands behind the quality of our devices. Here's what you need to know about our warranty coverage. What does the warranty cover? Our warranty covers manufacturing defects and device malfunctions that occur under normal use conditions. How long is the warranty? All Artemis devices are covered for 1 year from the date of purchase. What is not covered? The warranty does not cover: - Damage from misuse, drops, or accidents - Normal wear and tear - Issues arising after the 1-year warranty period How do I make a warranty claim? If you believe your device has a defect covered under warranty, contact us at i@artemismask.com with: - Your order number - A description of the issue - Photos or video of the problem, if applicable Our team will review your claim and get back to you with next steps. My warranty has expired — what are my options? If your device is out of warranty, we understand how frustrating that can be. It's worth trying a reset first — the pinhole is located right next to the USB charging input on the back of the device. Use a thumbtack or SIM card ejector pin to gently press it. This sometimes resolves issues even on older devices. If a reset doesn't help, please reach out to us at i@artemismask.com with your order number and we'll see what we can do. Contact us Email us at i@artemismask.com and reference your original order number for the fastest response. With Love & Light, The Artemis Team

Last updated on Mar 20, 2026

I Lost My Charging Cable

I Lost My Charging Cable No need to worry — the Artemis mask uses a standard USB Type-C cable, the same connector used by most modern smartphones and accessories. You very likely already have a compatible cable at home. If not, USB-C cables are widely available at electronics stores, pharmacies, and online retailers, typically for just a few dollars. Any standard USB-C cable will work for charging your mask and neck piece. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

Colors Are Changing Automatically

Colors Are Changing Automatically If you're noticing the colors on your mask cycling through on their own, there are two likely explanations. You're in Auto Mode. Auto Mode runs a programmed sequence of different light colors during your session — this is completely intentional and part of the treatment. It can be activated through the app or directly on the mask by holding the touch surface for a longer press. If you didn't mean to activate it, a short tap will switch you back to a single color. You're accidentally tapping the mask. The mask's surface is touch-sensitive, so even a light graze while adjusting it can change the color. Try to be mindful of where your hands are when repositioning the mask during a session. If colors are cycling and neither of the above explains it, feel free to reach out at i@artemismask.com and we'll look into it. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

Can't Change the Color on My Mask

Can't Change the Color on My Mask If tapping the mask isn't changing the color, don't worry — this is a common experience and easy to fix. Try using your palm instead of your fingertips. Some people have what's sometimes called "zombie fingers" — meaning their fingertips don't register well on touch-sensitive surfaces due to lower skin conductivity. Your palm has a larger surface area and more warmth, which makes contact much more reliable. Also check the type of tap you're doing: - A short, light tap cycles through individual colors. - A longer hold activates Auto Mode, which cycles through multiple colors automatically. If you intended to select a single color but the mask jumped into Auto Mode, you likely held the touch surface a little too long. A short tap will bring you back to manual color selection. Still not responding? Reach out at i@artemismask.com and we'll help troubleshoot further. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

How to Change Intensity or Session Time

How to Change Intensity or Session Time Intensity and session time are adjusted through the app's Device Settings screen. Important — iPhone users: After entering your desired intensity or time, do not tap the Initialize button. Tapping Initialize will reset your settings back to default. Instead, simply tap the back arrow to return to the previous screen — your settings will be saved automatically. Do not tap the Initialize button after changing your settings If you've accidentally tapped Initialize and your settings reverted, just go back into Device Settings and re-enter your preferred values, then navigate back without tapping Initialize. If you're having trouble saving your settings after following these steps, contact us at i@artemismask.com. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026

Recommend Mode Isn't Working Properly

Recommend Mode Isn't Working Properly Recommend Mode uses your local weather and environment data to suggest the best treatment for your skin that day. If it doesn't seem to be pulling the right information, the most common cause is a location permissions issue on your phone. Here's how to fix it: On iPhone: 1. Go to Settings → Privacy & Security → Location Services 2. Find the iMask app in the list 3. Set location access to While Using the App or Always On Android: 1. Go to Settings → Apps → iMask 2. Tap Permissions → Location 3. Select Allow only while using the app or Allow all the time Once location permissions are enabled, return to the app and try Recommend Mode again. It should now reflect your local conditions accurately. If it's still not working after enabling permissions, try closing the app fully and reopening it. If the issue persists, reach out at i@artemismask.com. With Love & Light, The Artemis Team

Last updated on Mar 19, 2026