The Pearl: troubleshooting common questions

Many questions about The Pearl come down to normal behaviour or a simple fix. Please check the steps below first.

The Pearl won't charge#

• Check your adapter. Use a USB wall adapter rated 5V 2A or lower. Fast chargers and high-output adapters may not work. A wall adapter is not included in the box.
• Use the supplied cable. USB-C to USB-C cables and high-output cables may not charge The Pearl.
• Charge from the wall. Some portable power banks cannot charge The Pearl.
• Check the port. Make sure nothing is blocking the charging port.
• Try another adapter in case the adapter itself is faulty.

The Pearl won't switch on#

• Unplug the cable. The Pearl cannot be used while it is charging.
• Charge it fully (all three EMS lights lit), then try again.
• Press and hold the button for about 2 seconds. A short press does not switch it on.

It stops during use#

• This is normal after about 4 minutes. The Pearl switches off automatically for safety. Simply switch it on again if you would like to treat another area.
• If it stops sooner, the battery may be low. Charge it and try again.

It flashes and beeps 5 times#

When the Hot/Cool indicator flashes 5 times with 5 beeps, the battery is low. Switch it off and charge it.

I can hear water inside#

This is normal. The Pearl circulates cooling water inside the unit to regulate temperature, so you may hear a soft sound of water moving.

I can't feel the EMS#

• Moisturise well. Dry skin reduces the sensation. Use a water-based, oil-free gel, toner, or cream, such as the Perfect Essence Massage Gel. Oils do not conduct electricity.
• Keep both electrodes on the skin. If only one electrode is touching, or contact is too light, EMS pauses as a safety measure.
• Raise the level gradually, only after checking the two points above.
• The sensation also varies from person to person.

It feels warm after use#

This is normal. The Pearl releases internal heat after a session.

Can I use it in the bath or shower?#

No. The Pearl is not waterproof. Please do not use it in the bath or shower, in a humid room, or while wearing a sheet mask.

Can I use it over make-up or face cream?#

Please remove make-up before use. Oil-based creams do not conduct electricity, so choose a water-based product such as an oil-free gel, toner, or lotion.

Still having trouble?#

If none of the above helps, please contact us at support@chouohctokyo.com with your order number, a short description of the issue, and a short video showing what happens. Please do not try to open or repair the device yourself.