Troubleshooting / Repair / Warranty for Classic LED Hoops

Troubleshooting / Repairs / Warranty - Classic Hoops

By selecting the correct topic and filling out all the fields we ask for, you are ensuring the quickest possible service 🙂

The following questions will help us pinpoint exactly whether your battery, charger, or hoop is the problem. Please answer all the questions so we can get you glowing again as quickly as possible 🙂

When testing the hoop, make sure the battery is inserted in the correct direction inside the hoop. The positive end of the battery should face the "+" sticker on the hoop and the flat/negative side of the battery should face the "moodhoops" sticker.

Name*
First Last
Email*
What was the original Name, Email or Order # used to place your order?*
Around when did you receive your hoop?*
Order # (optional):
Have you sent in the hoop before?
- Yes
- No
When was it sent in? What as it sent in for?*
Which color style is your hoop?*
What size is your hoop?*
Which tubing is your hoop made out of?*
If you're not sure what size your tubing is click here for reference
What size battery does your hoop use?*
What problem are you experiencing (Select All That Apply)*
- Hoop will flash on or flicker for a quick second while turning on the hoop, or when hitting it
- Hoop will turn on but starts to flicker or turn off while hooping
- Push button connection or Hoop closure issue
- Spring pushed back / Missing push button
- Won't light up and the battery is charged
- Difficult to open and close the hoop
- Multiple LEDs are out or miscolored
- Charger appears to be non-working
- Hoop will turn on but starts to dim
- Battery appears to be nonworking
- Battery terminal has damage
- 1 LED is out or miscolored
- Kinked or cracked tubing
- Possible water damage
- Warped tubing
- Other
Spring pushed back / Missing push button:

If your push button has been pushed into the tube this is an easy fix 🙂

Important Battery Note: Please make sure only one battery is used in the hoop at a time. Using two batteries in the hoop is not good for the hoop electronics, as it over-volts the LEDs and can cause damage to the hoop. Please make sure the instructions are read and followed before using the hoop or charging the batteries.
Single or Multiple LEDs out / Colors Not Syncing:

We're happy to work with you to get your hoop repaired quickly. Before we have your hoop sent in, we want to make sure we're addressing the issue correctly.

Please confirm a few details for us so we can be sure to provide you with the best service 🙂
- Please confirm that it is indeed an LED that is out and not the dark spot from the counterweight. Sometimes the dark spot from the counterweight is mistaken for a bad LED, as the light does not go past it.
- Another way that your LEDs may not look as you are expecting is if the battery is discharged or no longer in good working condition. If you have an additional battery, first fully charge the battery and try it in the hoop to see if the LED returns to normal.
- Lastly, and most importantly, please confirm that your hoop has not had exposure to water, as this leads to corrosion in the hoop internals and causes LEDs not to work. Water damage is not covered by the warranty, but we are happy to get your hoop in for repair.
- If you think your hoop may have had exposure to water, dew or moisture, please let us know in the comments below.
Kinked or Cracked Hoop Tubing:
Classic LED Moodhoops are very durable and kinked tubing can usually be fixed quite easily!

If there's internal damage to your hoop and the tubing is kinked or cracked, fill out the rest below.

<>If your tubing is kinked or cracked, but your hoop appears to have no damage, you can send it in for a retube through this service here: http://moodhoops.com/shop/hoop-tubing-replacement/
Hoop is difficult to open or close:
If you're having difficulty closing your hoop, there's an easy fix for this 🙂 Hard to see dirt or debris can get into the hoop where it slides in, causing the hoop to become difficult to open or close.

Take a moment to clean off the connection areas of the tubing where the hoop fits together, making sure there is no debris (sand or dirt) causing extra friction.

You may add a *very small* amount of petroleum jelly (Vaseline) on the inner part of the tubing connection that slides into the other side of the hoop.

Please give this a try, as this is what will make it easier in most cases.
Warped Tubing:
First try to set the hoop out in the sun on a flat surface, with the battery removed. It's normal for your hoop to have a little memory from its coiled shape when it's been collapsed for a while.

You may also have experienced the warping from keeping the hoop leaned against a wall at an angle. Tubing is stiffer in even slightly lower temperatures, so it probably just needs a little bit of sunshine to help get it back into shape 🙂

Newer hoops shipped from our workshop come with a 'shipping cuff' that is used to keep your hoop closed in a coiled position. If you still have this you can use it to carefully coil your hoop, and then leave it in a sunny spot. Leave it in this position in a warm spot for about a day to improve the shape of the hoop.
Water Damage Info:
Water damage isn't covered by the warranty, but if you think there's water damage just let us know ahead of time so we can recommend the best course of action. If the hoop is beyond repair we would be happy to work out a discount for you on a new hoop instead. Just let us know what's up 🙂
Please describe the problem you're experiencing with your hoop:*
Number of batteries you have? (please enter a number)*
Please describe the condition of each of your batteries. Is the plastic peeling, is there discoloration near the positive end?*
If you have described your batteries as having damage or peeling, we do not recommend they get charged, and get replaced instead. Please continue to fill out the questions as best as you can so we can help get you glowing again. Remember to always use caution with the use and charging of your hoop batteries (lithium-ion battery cells).
Is the issue that you are experiencing happening when you try all of your Moodhoops batteries, after each one has been fully charged?*
- Yes - this issue occurs with all my batteries, even after each one has been fully charged to the best of my knowledge
- No
- Only happens with one battery
Have you tried leaving the batteries on the charger for a few hours?*
Are your batteries different lengths?*
- Yes
- No
Are you only experiencing connection issues with the longer battery?*
- Yes
- No
- Both
When the charger is plugged into the wall, without a battery, does the light turn green?*
When the battery is inserted into the charger, what happens to the light on the charger?*
Do the ends of the battery terminals stand off from the end of the hoop fairly well? Does it make a solid connection with both sides of the battery?*
- Yes
- No
- I can't tell
Can you confirm that you are seeing an LED that is out and not the dark spot from the counterweight?*
- Yes
- No
- Not sure
What number of LEDs in your hoop are currently functioning normally? Enter a number:*
Are you experiencing an issue with particular colors going out first? Please describe:*
Certain colors of light use more voltage than others. If you're experiencing particular colors fading before others, this may be a sign of your battery needing charging.
Even with the above suggestions to reshape your tubing, are you still experiencing warped tubing? Please describe in detail.*
After trying the above methods to make your hoop easier to open and close, are you still experiencing the same problem? Please describe:*
If we determine that you need replacement parts, which address should we ship to?*
Street Address City State / Province / Region ZIP / Postal Code Country
Name that should be on the package:*
First Last
Would this be shipping outside of the United States?
- Yes
Phone Number (needed for all international orders):*
Details, comments or concerns?
Notes: