Troubleshooting

Troubleshooting – Therava™ 3-in-1 Back Massager

If your massager isn’t working as expected, try the steps below before contacting our support team. Most issues can be solved in just a few minutes by following these checks.

Before You Start

Make sure your Therava™ 3-in-1 Back Massager is connected to power using the original USB cable included in your package.

  • If your order included a wall adapter, use that one.
  • If not, connect the cable to any standard 5V 2A–3A USB power source, such as a regular phone adapter, power strip with USB ports, or computer USB port.
  • Avoid using fast chargers or high-voltage adapters, as they can damage the internal chip.

Device Won’t Turn On

  • Make sure the cable is fully connected to both the power source and the device.
  • Hold either button for a full 3 seconds (not a quick tap).
  • Watch for the startup light sequence: red → blue → green, then the lights turn off.

Buttons Light Up but No Function

  • Try switching modes in Manual Mode.
  • Ensure the massager is placed flat and not bent or folded.

Worked Once Then Stopped

  • This usually happens if a fast charger was used, which can damage the internal chip.
  • Try again using the original cable and a standard 5V adapter.

Heating Feels Weak

  • The heat function increases gradually for safety.
  • Allow 3–5 minutes for full warmth to develop.

Vibration or Traction Feels Uneven

  • Lay the device flat before turning it on.
  • Never bend or twist the device.

Still Not Working?

If the device still isn’t functioning after these steps, please email us at help@mysoothelab.com with a short video showing the issue.

Include your order number so our team can review and assist quickly.