Troubleshooting

Your Cleolight Mask is two separate units, a face mask and a neck mask. Each one is charged and powered on separately, so check the unit that's giving you trouble.

Mask Won't Turn On#

1. Charge it fully. Plug in the unit with the provided USB-C cable and a wall adapter. A solid, non-blinking light means it's ready. Remember to charge the face mask and neck mask separately.
2. Unplug it. The mask will not work while plugged in.
3. Hold the button for 3 seconds. The face mask's button is on top. The neck mask's button is on the bottom. A quick tap switches colors; holding for 3 seconds turns the mask on or off.

Still not powering on? Try a different USB-C cable and wall adapter. Misplaced your cable? You can order one on Amazon.

If it still won't turn on, take a short video of the unit and email queen@cleolight.com. Let us know whether it's the face mask, the neck mask, or both. If the file is too large to attach, use a free service like Google Drive, Dropbox, or WeTransfer and paste the link in your message.

Mask Turned Off By Itself#

Each session is 15 minutes, and the mask powers off automatically when the session ends. This is normal. To stop early, hold the button for 3 seconds. Do not use the mask more than 15 minutes per day.

Mask Is Changing Colors Automatically#

This is a built-in mode. Your mask has 5 color modes plus an auto-cycle mode that cycles through every color automatically. To choose a single color, tap the button until you reach the color you want.

Eye Protection#

Keep the built-in eye protection on throughout every session.

Skin Redness or Irritation#

Stop using the mask right away if redness, itching, or discomfort occurs. If you did the forearm light sensitivity test and the redness lasted more than 2 hours, stop use and contact us at queen@cleolight.com.