Support
Device Care.
Heads up: the wearable companion is still in development and not yet shipping. The guidance below describes how device support, replacements, and warranty will work once hardware is in customer hands. If you have a question that is specific to today (iOS app, billing, account) please use the other support pages or email support@thething.ai.
Lost or stolen device
You can't find The Thing or believe it was taken.
- 1.Open the companion app and go to Settings > Device > Deactivate Device. This instantly disables the device so no one else can use it or access your data.
- 2.Your conversations, memories, and preferences are stored in the cloud — nothing personal lives on the device itself. Your data is safe.
- 3.If you think it might be nearby, say "find my device" to any Apple device with Siri — The Thing uses the Find My network to help locate it.
- 4.To order a replacement, email support@thething.ai with your account email. We'll ship a new device within 2-3 business days.
- 5.When your replacement arrives, pair it in the companion app. Your account, preferences, and conversation history transfer automatically to the new device.
Broken or physically damaged
The device is cracked, crushed, or physically compromised.
- 1.Stop using the device if the housing is cracked or the clip mechanism is broken — continued use could cause discomfort.
- 2.Check your warranty status in the companion app under Settings > Device > Warranty. Devices are covered for 1 year from purchase.
- 3.Take a photo of the damage. Email support@thething.ai with the photo and a brief description of what happened.
- 4.If covered under warranty (manufacturing defects, normal-use failures), we'll send a free replacement. Accidental damage replacements are available at a reduced cost.
- 5.We'll provide a prepaid return label for the damaged device. You don't need to return it before receiving the replacement.
Water or liquid damage
The device got submerged, splashed, or exposed to moisture beyond its rating.
- 1.Remove the device immediately and gently pat it dry with a soft cloth. Do not use a hair dryer, oven, or compressed air.
- 2.The Thing is splash-resistant for sweat and light rain, but not rated for submersion. Extended water exposure can damage internal components.
- 3.Place the device in a dry, well-ventilated area for at least 12 hours before attempting to charge or use it.
- 4.After drying, place it on the charging cradle. If the LED responds normally, the device likely survived. Test with a voice command.
- 5.If the device doesn't respond after drying, contact support@thething.ai. Water damage assessments are handled case-by-case — we're reasonable about it.
Device not charging
The Thing won't charge or doesn't hold its charge.
- 1.Make sure you're using the included magnetic charging cradle. The device snaps into place — you should feel a gentle magnetic click.
- 2.Clean the charging contacts on both the device and the cradle with a dry cotton swab. Sweat, lint, or debris can block the connection.
- 3.Try a different USB cable or power adapter with the cradle. The cradle charges via USB-C and works with any standard adapter (5V/1A or higher).
- 4.If the LED on the cradle doesn't light up when the device is placed, the cradle itself may need replacement. Contact support for a free cradle replacement.
- 5.A device that charges but drains within a few hours may have a degraded battery. If your device is under warranty, we'll replace it at no cost.
Normal wear and care
Keeping your device in good shape for everyday use.
- 1.Clean the device weekly with a slightly damp, lint-free cloth. Avoid soap, alcohol, or abrasive cleaners on the housing.
- 2.The medical-grade silicone ear clip is designed to last, but if it loosens over time, replacement clips are available free of charge — just email support.
- 3.Store the device on its charging cradle when not in use. This keeps it charged and protects the clip from being bent.
- 4.Avoid leaving the device in direct sunlight, inside a hot car, or in temperatures above 45°C. Heat can degrade the battery and adhesive over time.
- 5.The device is designed for continuous daily wear. There's no need to "rest" it — charge nightly and wear all day.
Warranty and replacement
What's covered and how to get a new device.
- 1.Every device comes with a 1-year limited warranty covering manufacturing defects and component failures under normal use.
- 2.Warranty covers: battery degradation beyond 80%, microphone or speaker failure, Bluetooth hardware issues, charging contact defects, and clip mechanism breakage.
- 3.Not covered: intentional damage, submersion in water, loss or theft, cosmetic scratches, or modifications to the device.
- 4.To start a warranty claim, email support@thething.ai with your account email and a description of the issue. Most claims are approved within 24 hours.
- 5.Replacement devices ship within 2-3 business days. Your new device arrives pre-linked to your account — just pair it and you're back where you left off.
Need a replacement fast?
Email support@thething.ai with your account email and what happened. Most replacements ship within 2-3 business days.
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