Troubleshooting

My HeatCape Is Not Heating

My HeatCape Is Not Heating If your HeatCape product has stopped heating or isn't warming up properly, follow these troubleshooting steps: Quick Checks 1. Check the power connection - Ensure your heating pad or shawl is properly connected to a working power source. 2. Verify the power source - Try a different outlet, USB port, or power adapter. 3. Check the USB cable (for Heated Shawl) - Make sure the USB connection is secure at both ends. 4. Inspect the controller - Ensure the controller is properly connected and the power button is pressed. Still Not Working? If your HeatCape still isn't heating after trying these steps, please contact us for a replacement. We'll need a short video showing the issue to verify the problem. How to Send a Video 1. Record a short video (10-30 seconds) showing: - The product plugged in/connected - You pressing the power button - The product not heating 2. Important: Please send the video in MP4 or MOV format (not HEIC). 3. If using Google Drive, make sure the sharing settings are set to "Anyone with the link can view". Once we receive your video, we'll arrange a replacement right away. You won't need to return the defective item - you may dispose of it. Contact us at info@heatcape.com

How to Send a Video for Product Issues

How to Send a Video for Product Issues When you report a product defect, we may ask for a short video to verify the issue and process your replacement quickly. Video Requirements - Length: 10-30 seconds is sufficient - Format: MP4 or MOV (not HEIC format) - Content: Show the product connected to power and demonstrate the issue What to Include in Your Video 1. The product plugged in or connected to a power source 2. You pressing the power button or controls 3. The issue you're experiencing (e.g., not heating, not turning on) How to Send Your Video Option 1: Email Attachment Attach the video directly to your email reply. Make sure it's in MP4 or MOV format. Option 2: Google Drive Link 1. Upload your video to Google Drive 2. Right-click the file and select "Share" 3. Change access to "Anyone with the link can view" 4. Copy the link and send it to us Note: If we can't access your Google Drive link, we'll ask you to update the permissions. Why We Need a Video A video helps us: - Verify the issue quickly - Process your replacement without delays - Avoid unnecessary back-and-forth Once we confirm the issue, we'll ship a replacement immediately. You won't need to return the defective item. Contact us at info@heatcape.com