Sensate

Discover helpful support and answers for using the Sensate device. Find troubleshooting guides, FAQs, and tips to enhance your experience.

Sensate Help Center - FAQs 

We know you're excited to receive your Sensate, and we're working hard to get it to you as quickly as possible! Here’s an overview of our typical delivery times:
USA, EU, UK: Expect your package to arrive in 3-5 days (it might arrive sooner!).
Other Countries: Shipping usually takes 5-10 days, depending on customs and local postal services.
Please Note the Processing Time: After placing your order, it will go through our fulfillment center for order verification, tailoring, quality checks, and packaging, which typically takes 1-2 business days.
Some delays may occur due to customs or postal issues. Once your order ships, we’ll send you a tracking number to keep you updated on its progress.

Welcome. We know you want to relax with Sensate right away...but please just take a few minutes to check-out these videos so that you can make the most of your experience. Getting Started. The first step is to turn on you device...who would know? :)

<p><strong><span style="font-size: 24px;">Welcome</span></strong></p><p>We know you want to relax with Sensate right away...but please just take a few minutes to check-out these videos so that you can make the most of your experience.</p><p><br></p><p><span class="fr-video fr-deletable fr-rv fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="100%" src="https://www.youtube.com/embed/O1u9eJ-Z5YU?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe></span><br></p><p><br></p><p><span style="font-size: 24px;"><strong>Getting Started</strong></span></p><p>The first step is to turn on you device...who would know? :) But please check the video for an important tip...</p><p><br></p><p><span class="fr-video fr-deletable fr-rv fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="100%" src="https://www.youtube.com/embed/W4RMut1gOHs?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe></span><br></p><p><br></p><p><span id="isPasted" style="font-size: 24px;"><strong>The Pebble meets the App</strong></span></p><p>&apos;Bluetooth&apos; can be a scary word, but this video will ease all your connection fears...</p><p><br></p><p><span class="fr-video fr-deletable fr-rv fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="100%" src="https://www.youtube.com/embed/_DM18byyjWA?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe></span><br></p><p><br></p><p><strong><span style="font-size: 24px;">Di</span></strong><strong><span style="font-size: 24px;">d you download the app?</span></strong></p><p>Not to be a nagging parent, but you really need the app for your Sensate to work, so please take a minute to download it...</p><p><a href="https://apps.apple.com/us/app/sensate/id1225801099"><img src="https://attachments.gorgias.help/uploads.gorgias.io/r1WE86rpgK7J4Mvg/images-1f40ec6f-0254-401c-b250-3da2d381bee4.png" style="width: 300px;" class="fr-fic fr-dib"></a></p><p><a href="https://play.google.com/store/apps/details?id=com.bioself.sensatepebble&amp;hl=en_IE"><img src="https://attachments.gorgias.help/uploads.gorgias.io/r1WE86rpgK7J4Mvg/download-346ba424-d03f-4550-9087-92bd2c9b4b82.png" style="width: 340px;" class="fr-fic fr-dib"></a></p><p><br></p><p id="isPasted"><span style="font-size: 24px;"><strong>Selecting your session in the app</strong></span></p><p>As you enter our beautiful app, these are the simple steps you need to follow do select your first session...</p><p><span class="fr-video fr-deletable fr-rv fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="100%" src="https://www.youtube.com/embed/F1ixk5IC4Bc?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe></span></p><p><br></p><p><br></p><p id="isPasted"><span style="font-size: 24px;"><strong>Final (really!) tips</strong></span></p><p>Now that you know all there is to know about Sensate, these are some final tips to make your experience even more amazing...</p><p><span class="fr-video fr-deletable fr-rv fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="100%" src="https://www.youtube.com/embed/9KkmEveXqtk?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe></span><br></p><p id="isPasted"><br></p><p id="isPasted"><strong><span style="font-size: 24px;">If you bought our Plus Pack</span></strong></p><p style="line-height: 1;"><strong><span style="font-size: 24px;"><span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">We&apos;re here to help you activate your Sensate Plus features in the app. Whether you bought your device on our website or through Amazon, we&apos;ve got you covered with easy-to-follow steps. Let&apos;s get started! Please check this link below:&#xA0;</span></span></strong></p><p style="text-align: center;"><span style="font-size: 18px;"><a href="https://help.getsensate.com/en-US/how-do-i-activate-my-first-year-of-plus-362493" rel="noopener noreferrer" target="_blank"><strong>How do I activate my first year of Plus?</strong></a></span></p><p><br></p><p><strong><span style="font-size: 24px;">...and finally, please contact us!</span></strong>&#xA0;</p><p>Please feel free to check out our <a href="https://help.getsensate.com/en-US" rel="noopener noreferrer" target="_blank">Help Center</a> for more tips and answers to common questions. If at any time you need assistance, we would love for you to&#xA0;<a href="https://calendly.com/getsensate/call" rel="noopener noreferrer" target="_blank">schedule a call with us</a> or <a href="https://contact.gorgias.help/forms/hmxg90hd" rel="noopener noreferrer" target="_blank">reach out to us</a>. We&apos;re here to help you relax!&#xA0;</p><p><br></p><p dir="ltr" id="isPasted" style="line-height: 1.38; margin-top: 0pt; margin-bottom: 0pt; text-align: center;"><span id="isPasted" style="color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">The Sensate Customer Happiness Team</span></p><p dir="ltr" style="line-height: 1.38; margin-top: 0pt; margin-bottom: 0pt; text-align: center;"><br></p><p dir="ltr" style="line-height: 1.38; margin-top: 0pt; margin-bottom: 0pt; text-align: center;"><span id="isPasted"><a id="isPasted"><span style="font-size: 15px;">info@getsensate.com</span></a></span></p>

Quick Start Guide (Videos)

If you're having any issues unrelated to noises, rattling, or a broken device, please fill out the short form below. We'll reach out to you right away to assist you!. Name Email addressUnder which email address are you registered in the Sensate app?

<div style="text-align: center;"><p style="font-family: Inter, sans-serif; font-size: 16px; text-align: left;">If you&apos;re having any issues unrelated to noises, rattling, or a broken device, please fill out the short form below. We&apos;ll reach out to you right away to assist you!</p></div><form accept-charset="utf-8" action="https://formspree.io/f/mwkjgjra" enctype="multipart/form-data" id="fs-frm" method="POST" name="product-form"><p id="fs-frm-inputs"><label for="full-name">Name</label><input type="text" name="Customer&apos;s name" id="full-name" placeholder="How do you want us to call you?" required fdprocessedid="5smvhq"> <label for="email-address">Email address</label><input type="email" name="_replyto" id="email-address" placeholder="We will reply to you here" required fdprocessedid="qmp7de"><label for="sensate-email">Under which email address are you registered in the Sensate app?</label> <textarea name="Sensate email" id="email-address" placeholder="The one you use to log into the app" required style="height: 49px;"></textarea> <label for="channel">Where are you coming from?</label> <select fdprocessedid="tf43fs" id="channel" name="Channel" required>&#xA0;<option disabled selected value>Select</option> <option value="Sensate Friends">Sensate Friends</option> <option value="Email">Email</option> <option value="Review">Review</option> <option value="Help Center">Help Center</option>&#xA0;</select> <label for="issue-description">Please briefly describe your issue:</label> <textarea name="Issue description" id="issue-description" required style="height: 76px;"></textarea> <label for="problem-start-date">When did this problem start to happen? (Specific date if possible)</label> <input type="date" id="problem-start-date" name="problem-start-date" required> <label for="os">Which is your current operating system?</label> <select fdprocessedid="otjept" id="os" name="OS" required>&#xA0;<option disabled selected value>Select</option> <option value="iOS">iOS</option> <option value="Android">Android</option>&#xA0;</select> <label for="phone-model">Which is your current phone/tablet model?</label> <textarea name="Phone-Tablet model" id="phone-model" placeholder="E.g.: iPhone 13 Pro Max, Samsung S22 Ultra, etc." required style="height: 49px; display: flex; align-items: center; justify-content: center;"></textarea> <label for="uninstall-reinstall">Have you already tried restarting your phone/tablet, after deleting and reinstalling the Sensate app?</label> <select fdprocessedid="mnysg" id="uninstall-reinstall" name="Uninstall-reinstall" required>&#xA0;<option disabled selected value>Select</option> <option value="Yes">Yes</option> <option value="No">No</option>&#xA0;</select> <label for="Event">Did this issue appear after</label> <select fdprocessedid="9p0tin" id="timely" name="Issue appears after" required>&#xA0;<option disabled selected value>Select</option> <option value="Updating">Updating</option> <option value="Changing devices">Changing devices</option> <option value="None">None</option></select> <label for="video-photo">Please send us a video or photo showcasing the issue:</label><input type="file" id="video-photo" name="Video-photo" accept="video/*, image/*" required> <label for="screenshot">Please attach a screenshot of the &apos;About&apos; section while the Sensate device is connected to the app:</label><input type="file" id="screenshot" name="Screenshot" accept="image/*" required>&#xA0;<input type="hidden" name="_subject" id="email-subject" value="Product TS Form"></p><div style="text-align: center;"><input type="submit" value="Submit" id="submit-btn" style="background-color: #FF6900; color: #fff; cursor: pointer; transition: background-color 0.3s; border: none; display: block; margin: 0 auto;" fdprocessedid="r2kfhh"></div></form><style>
  /* Global Reset */
  * {
    box-sizing: border-box;
    margin: 0;
    padding: 0;
  }

  body {
    font-family: Inter, sans-serif;
  }

  /* Form Styles */
  #fs-frm {
    max-width: 500px;
    margin: 0 auto;
    padding: 20px;
    background-color: #f9f9f9;
    border: none;
  }

  #fs-frm h3 {
    margin-bottom: 20px;
    text-align: center;
    border: none;
  }

  #fs-frm label {
    font-size: 16px;
    margin-bottom: 5px;
  }

  #fs-frm input,
  #fs-frm textarea,
  #fs-frm select {
    width: 100%;
    padding: 10px;
    border-radius: 4px;
    margin-bottom: 15px;
    font-size: 14px;
    border: 1px solid #ccc; 
    outline: none;
     
  }

  #fs-frm select {
    height: 44px;
  }

  #fs-frm textarea {
    height: 76px;
    resize: none;
  }

  #fs-frm input[type="file"] {
    padding: 0;
  }

  #fs-frm .fs-error-message {
    color: #f00;
    font-size: 12px;
    margin-top: 5px;
  }

  /* CSS for hover effect */
  #fs-frm input:hover,
  #fs-frm textarea:hover,
  #fs-frm select:hover {
    border-color: #FF6900; 
  }

  @media screen and (max-width: 480px) {
    #fs-frm {
      padding: 10px;
    }
  }
</style>

Get more information

Categories

First Steps

Soundscapes & Usage

Enhancing your Relaxation with Sensate

Sensate Plus

Taking care of your Sensate device

Extra Tips & Common Questions

Shipping & Orders

Articles

Quick Start Guide (Videos)

I'm having some issues...

Get support