Summary: If you are experiencing issues with your QNose device, this guide will help you identify common concerns and check a few important details before contacting KrisShop.
Sharing the relevant information upfront will allow our KrisShop Customer Experience team to assist you more efficiently.
Safety first (stop use immediately if any apply)
Stop using the device and do not charge it if you notice:
- Internal components visible through a crack/opening
- Burnt odour, smoke, or unusual/excessive heat during charging
- Cracks that appear to be worsening, deformation, or parts that feel loose or not secured
- Skin redness, irritation, discomfort, or swelling after use
- If you are uncertain, discontinue use and contact KrisShop with photos/videos
Warranty / Durability Endurance
- The device is designed for regular use and has undergone durability testing.
- However, applying excessive force (e.g. overstretching) may cause damage.
- The product may be covered by a 1-year warranty for manufacturing issues.
What to prepare (recommended for all support requests)
When contacting KrisShop, include:
- Production/date code (usually on a clear sticker on/with the instruction manual or packaging)
- When it started (first use vs. after some time)
- Approximate number of uses before the issue appeared
- Photos/videos of the affected area (and/or a short video showing the problem)
For certain functional issues (e.g. lights not switching on or intermittent operation), a short video may be required as these may not be clearly visible in photos. - For charging/power issues: your charger rating (5V/2A or lower) and what the indicator does while charging (blinking vs. steady)
How the device works (EMS)
- The QNose uses low-frequency electrical muscles stimulation (EMS), not through vibration.
- The sensation depends on proper skin contact and hydration.
- If the skin is dry or contact is weak, you may feel little or no stimulation.
Troubleshooting by Issue
1) Cracked housing during opening
Recommended checks
- Do not force open or overstretch the device or twist it, as this may cause cracking or potential structural damage.
- Stop using if the crack grows or the unit feels unstable.
What to send KrisShop
- Photo(s) of the crack
- Approximate number of uses before it happened
- Whether it occurred during normal handling (no forcing/twisting)
- Whether the power button still works
- Production date
2) Grip section looks out of alignment
What you can try
- Close the unit fully, then open slowly and evenly (avoid pulling only one side)
- Check if misalignment is only visual or if it affects fit or function
What to send KrisShop
- Photo(s) showing the misalignment
- Whether it was present right after unboxing or started later
- Whether it happens when placing on the nose or when opening the unit
- Whether functions still work as expected
- Production date
3) Joint is not aligned as expected / difficult to fit on the nose
What you can try
- Ensure the nose area and device contact points are clean and dry before placing
- Avoid overstretching the device when positioning
- If you use skincare, clean the device and ensure it is thoroughly dried
What to send KrisShop
- Photo(s) of the joint area
- Whether there was any wobble/looseness at the joint section upon unboxing
- How often you use it (daily/weekly/occasional)
- When the misalignment occurs (during placement vs opening)
- Whether skincare products were used and whether the device was wiped/dried after
- Any other issues (e.g., stimulation/function not behaving normally)
- Production date
4) Internal parts visible through a crack (often linked to moisture exposure)
What to do now
- Discontinue use immediately. Please do not attempt to charge
- Keep the device dry and avoid handling the cracked area
What to send KrisShop
- Clear photo(s) of the crack showing the opening
- Approximate number of uses before this appeared
- Whether it happened during normal opening/closing
- Whether the device was used with water/lotion and how it was cleaned/dried
- Whether the power button still works
- Production date
5) One of the inner blue lights does not turn on
What you can try
- Fully charge the device, then re-check indicators in good lighting
- Check whether the issue is on the button side or non-button side
What to send KrisShop
- Photo showing which side lights up (and which does not)
- Whether it happened from first use or started later
- Charging behaviour (blinking vs. steady when complete)
- Whether level indicators change correctly when pressing the button
- Whether you can feel operation on both sides (if applicable)
- Production date
6) Cannot feel the stimulation (from first use) or has become less noticeable with regular use
Sensation from EMS may vary between individuals. Some users may notice a mild tingling sensation, while others may feel very little even when the device is functioning.
It is also common for the sensation to feel more noticeable at first and become less noticeable with continued use as the body becomes accustomed to the stimulation.
In addition, skin contact and hydration can affect how the sensation is perceived. Dry skin may reduce conductivity, making the sensation less noticeable.
What you can try
- Ensure the device is positioned properly and fits securely
- Lightly moisten the nose area with water (avoid oily products) to improve contact
- You may gently touch both contact pads with slightly damp fingers to verify that the device is functioning
What to send KrisShop (if the issue persists)
- Whether the sensation has not been noticeable since first use or changed over time
- Whether any sensation is felt at higher intensity levels
- Whether the level indicator lights respond normally when pressing the button
- Charging status (e.g. able to reach full charge)
- Charging specification used (5V/2A or lower)
- Production date
8) Unable to charge / unable to power on
What you can try
- Ensure the cable is securely connected, as the port may feel firm during initial use
- Use a charger rated 5V/2A or lower
- Try another compatible cable (same connector type) and/or another 5V adapter
- Check for visible signs of damage in/around the charging port
What to send KrisShop
- Whether it happens from the first charging attempt
- What the charging light does (no light / blinking / never becomes steady)
- Photos of the charging port (especially if damage is visible)
- Whether the unit responds at all when pressing/holding the main button
- Charger rating and cable used
- Production date
9) Powers on but does not operate as intended / stops unexpectedly / intermittent operations
What you can try
- Fully charge and retry with a 5V/2A (or lower) adapter
- Ensure good skin contact (light moisture can help)
- Check for external damage or looseness
What to send KrisShop
- When the issue began (first use vs later)
- Whether it completes a session sometimes, and at which levels
- Charging status (e.g. able to reach full charge)
- Photos of any visible damage
- Production date
10) Battery depletes faster than expected (e.g., after one use)
What you can try
- Fully charge until the indicator shows completed charging, then retry
- Test with another 5V/2A (or lower) adapter
What to send KrisShop
- What happens after the first session (won’t turn on / turns on briefly / etc.)
- Whether level lights still change correctly during use
- Whether operation feels normal during the session
- Charging behaviour (blinking to steady?)
- Production date
11) Only works when pressed or held by hand
What you can try
- Ensure correct positioning and good contact
- Lightly moisten the contact area and retry
- Inspect for looseness/misalignment at the joint
What to send KrisShop
- Whether this happened since first use
- Whether it improves at higher levels
- Photos of any looseness/misalignment
- Charging status (e.g. able to reach full charge)
- Production date
12) Device slips off / unsure what it should feel like
What you can try
- Lightly moisten the nose area and retry
- Check joint or grip areas for gaps, looseness, or damage (these can affect fit)
What to send KrisShop
- Photo or video of how it sits on your nose (if comfortable to share)
- Photo of any gaps or damage at the joint
- Whether any sensation is noticeable when gently touching both contact pads with slightly damp fingers
- Production date
13) Burnt odour during charging
What to do now
- Stop charging immediately and unplug everything
What to send KrisShop
- When it first happened
- Charging specification used (5V/2A or lower)
- Photos of the device and charging port (check for discoloration or deformation)
- Production date
14) Skin irritation (e.g. redness / itchiness) after use
What to do now
- Discontinue use until the skin has fully recovered
- If symptoms persist or are significant, please consult a medical professional
What to send KrisShop
- Photo of the affected area (if you are comfortable providing one)
- Photo of the device pads or contact area (especially if there are signs of damage)
- Whether you have sensitive skin or prior sensitivity to similar devices
- Any product applied before use (and whether it was oil-based)
- The level or mode used at the time
- Production date
What happens next?
Once you have gathered the above information, please contact our Customer Experience team.
We will review and coordinate with the relevant vendor to determine the most appropriate resolution for you.
Product & Usage Questions
Recommended daily use
- The device automatically powers off after 10 minutes of use.
- General guidance: up to 2 sessions per day, with at least 1 hour between sessions.
- You may use once in the morning and once at night.
Expected usage time per full charge
- Approximately 100 minutes total on a full charge (varies by conditions).
Example: 10 sessions of 10 minutes each at Level 1
Results timeline
- Sensation and perceived effects vary by individual. While consistent use is generally recommended, specific outcomes and timelines cannot be guaranteed. The device works by stimulating muscles and is not intended to alter bone or cartilage structure.
- Some users may notice a temporary sensation of firmness, but results are not guaranteed and may differ from person to person.
Materials (skin-contact areas)
- Materials used include resin, plastic and silicone on skin-contact areas (not metal or rubber).
Children using the device
- Generally intended for adults. Use by children is not recommended.
Using with a face mask/pack
- If the device supports light water exposure, avoid excessive moisture.
- Do not submerge the device.
- Keep moisture away from the charging port and wipe the device dry after use.