Troubleshooting / Repairs / Warranty - Poi & Staff

Troubleshooting / Repairs / Warranty - Poi and Staff

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

Name*
First Last
Email*
What was the original name or email address used to place your order?*
Around when did you receive your Poi/Staff?*
What product do you need assistance with?*
- FuturePoi
- FutureStaff
- FuturePoi Designer HD
- FutureStaff Designer HD
Which model is your FuturePoi?*
- Shuffle
- Remote
- XL
- Lite
- Micro
Which model is your FutureStaff?*
- Shuffle
- Remote
- XL
Help identify which light is having an issue
- Poi and Staff have two lights, which means there can be an issue with one or both units.
- Each light usually will have 1-4 marks on them near the switch to easily identify which unit is which (see photo).
- Identifying each light separately per these markings allows us to get details about what you're experiencing per each light unit.
Are you experiencing an issue with one light unit, or both?*
FIRST UNIT - Please confirm the # of black marks on the USB side of the poi, next to the switch. There will be 1-4 black marks.*
(FIRST UNIT) - What issues are you experiencing? (Select All That Apply)*
- Not Turning On after unit(s) have been charged
- Not Turning On, can't tell if unit(s) are charged
- USB port damaged/moving inside of tubing
- USB cord not making solid connection when plugged in
- Battery charging light on Poi/Staff not coming on when plugged in to USB charger
- Charger (came with the poi/staff) light not showing on charger when plugged into wall outlet
- Cracked Tubing
- Flickering lights
- Switching modes
- Freezing on patterns
- Lights are dim or not showing all the colors
- Half or all lights in Poi/Staff light unit showing White
- Possible water damage
- Multiple LEDs are out or miscolored
- Swivel or other hardware detached or non-functioning
- Push button connection issue
- Silicone caps flew off/are missing
- Other
SECOND UNIT - Please confirm the # of black marks on the USB side of the poi, next to the switch. There will be 1-4 black marks.*
(SECOND UNIT) - What issues are you experiencing? (Select All That Apply)*
- Not Turning On after unit(s) have been charged
- Not Turning On, can't tell if unit(s) are charged
- USB port damaged/moving inside of tubing
- USB cord not making solid connection when plugged in
- Battery charging light on Poi/Staff not coming on when plugged in to USB charger
- Charger (came with the poi/staff) light not showing on charger when plugged into wall outlet
- Cracked Tubing
- Flickering lights
- Switching modes
- Freezing on patterns
- Lights are dim or not showing all the colors
- Half or all lights in Poi/Staff light unit showing White
- Possible water damage
- Multiple LEDs are out or miscolored
- Swivel or other hardware detached or non-functioning
- Push button connection issue
- Silicone caps flew off/are missing
- Other
Please read this section for information on how the light unit and charger should be behaving so we can help to determine quickly what the issue may be:
- When the light element has the USB cord plugged into the unit, a orange light indicting it's charging should come on. When the unit is plugged in, and has become fully charged, this light will turn off.
- Even if the unit is fully charged, then plugged back in again, this orange light will still show for a couple of minutes, then turn off again. This lets you know the unit has been charged properly and that the charger port on the unit is working.
- If there is no orange light showing on the unit, please make sure the wall charger is plugged into a working outlet. When the charger is plugged in, a blue light will come on. If both the blue light on the charger and the red light on the unit have come on, this indicates that the whole unit has been or is being charged properly.
Please make sure you have completely charged the device fully. If it is still not turning on we are happy to remedy this quickly 🙂
Another way that your LEDs may not look as you are expecting is if the battery is discharged. First fully charge the unit to see if the LEDs return to normal.

It's not uncommon for the lights in the Poi/Staff to act strangely or freeze on an animation when the battery is low.
We're happy to send you out a couple of new replacement silicone caps. Please fill out the info below.

For our International customers, replacement silicone caps will be sent with First Class International Mail, which could take up to approximately 3 weeks to be received.
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.
Does the light inside the unit come on when the charger and USB cord are properly hooked up to charge?*
- Yes, the charging light comes on.
- No, the charging light does not come on.
Does the blue light come on the charger when it is plugged into a wall outlet?*
- Yes, the blue light on the charger does come on.
- No, the blue light on the charger does not come on.
It's possible the USB cord being used is non-working. Have you been able to use a different USB cord to try to charge the unit?*
- Yes, I have a different USB cord I tried, but the red light on the unit did not come on, and the unit still does not turn on.
- Yes, I have a different USB cord I tried, and the red light on the unit did come on, but the unit still does not turn on.
- No, I don't have a different USB cord available.
Does the USB charging port on the unit that's not working appear to be bent or cracked?*
- Yes
- No
Is the remote control functioning as normal? When you press a button a light should show up behind it.*
- Yes, functioning as normal
- No, the lights on the remote don't light up
Info about Water Damage:
We're happy to work with you to get your Poi/Staff light units working as expected as quickly as possible.
- Please confirm that your Poi/Staff light unit has not had exposure to water, as this leads to internal corrosion and can cause LEDs or other electronic components not to work.
- Water damage is not covered by the Warranty, but we are happy to get your LED Poi/Staff in the workshop and work with you for repair.
- If you think your Poi or Staff light units may have had exposure to water, dew or moisture, please let us know in the comments below.
Please describe the issue you're experiencing with your device in detail:*
If we determine that you need replacement parts, to which address should we ship?*
Street Address City State / Province / Region ZIP / Postal Code Country
Name that should be on the package:*
First Last
Would this be shipping outside the US?
- Yes
Phone number (required for international shipments):*
Video - Link to Google Drive or WeTransfer
Please provide a link to a video of the issue being experienced. This helps us suggest any troubleshooting steps, and also serves as a reference point for our techs should your prop need to come in for repairs. Please make sure to share access with customerservice@moodhoops.com. 🙂
Any other details, comments or concerns?

Troubleshooting / Repairs / Warranty - Poi and Staff

Help identify which light is having an issue