For any queries regarding the usage of our products and services, please reach us at support@netrin.tech

How Can We Help?

Do I need to buy the sensor separately besides the plan subscriptions

Yes, the sensor is a one time purchase that stays with you for lifetime even if your subscription ends.
You can still use the sensor with basic features post your subscription period.

Is there any buy back option for the sensor?

Yes, post the subscription period, if you wish to give away the sensor back you can write to support@netrin.tech and get the deposit back.

How to delete my account?

You can do this from within the app or by sending a mail to support@netrin.tech with the subject "Delete my Account" from the registered email address. We will process the request within 14 days of request send a confirmation mail once the deletion request is complete..

I’m not able to start the session, what to do?

This might happen when the sensor is not picking up good-quality signals. Please check for the following:

Is the strap in good contact with the skin? If not adjust the strap length to have firm contact
Is the sensor properly clipped to the strap? Check if both the leads of the sensor are inserted properly into the strap
Check for the battery. If the battery is low, replace the battery
Check if the firmware version is up to date. If not, update the firmware.

If none of these work, the sensor might be damaged. Please reach out to the support team at support@netrin.tech to raise the issue.

My Netrin sensor is not discoverable, and it's not connecting
to the app. What should I do?

If your Netrin Sensor is not discoverable and it is not connecting to the Netrin Enhance App, then there could be a few reasons for this:

Low or Dead Battery: Check if your Netrin Sensor's battery is very low or completely dead. You can find the battery status in the Sensor Details section. If it's low, replace the battery right away.
Activate Your Sensor: Make sure your sensor is active by touching the pins on the back of the Netrin Sensor.
Bluetooth Pairing: Don't try to pair your Netrin Sensor with your phone's Bluetooth settings manually. The Netrin Enhance App handles the sensor's Bluetooth connection, so avoid doing it through your phone's Bluetooth settings.
Check Other Apps: Make sure your Netrin Sensor is not connected to any other app. Sometimes, it might be connected to a different app like a Bluetooth testing app or a home automation app. Disconnect it from any other apps.

If you're still having trouble connecting your sensor, please reach out to Netrin support for assistance. They'll be able to help you further.

How to update the App?

You can update the Netrin Enhance App from the Play store or the App store, depending on the operating system you are currently on.

If you have an Android device, you can update the app from the Play Store
For iPhone and iPad users, you can update the app from the App Store.

If an update is available for the Netrin Enhance app, the Netrin Enhance app itself will notify you to download the update. The update option will become available on the App Store (for iOS users) and on the Play Store (for Android users). Simply tap on that update option and patiently wait for the app to install the update. Make sure not to interrupt the updating process.

How to take a readiness session?

You can initiate the readiness session by clicking the 'GO LIVE' button on the home screen. Please ensure that your live session lasts for less than 10 minutes to be considered a readiness session.

How to wear the sensor?

Before Assessment

Wear the strap around the chest and adjust its tightness accordingly. Ensure that the strap is in proper contact with your body.
To attach the sensor to the strap, align the pair of metal screws against the pair of metallic contacts on the strap. Gently press until you hear a ‘click’ on each of the contacts.
Please refer to the video for reference.

Note The Netrin logo should be pointed upwards as shown in the picture below.

After Assessment

Detach the sensor from the strap and take off the strap from your body. Removing the sensor from the strap improves battery life.
Rinse the strap under running water and hang to dry. Alternatively, the strap could be cleaned using a dry cloth and sanitiser. Clean the strap after every session to maintain quality data collection.
https://www.youtube.com/watch?v=H6auB8v0tBM&t=13s

Is the sensor strap washable? or should we wash the strap
after every use?

Yes, the Netrin Sensor strap is washable. If the strap becomes dirty, you can wash it under running water, and if you choose to use a washing machine, be sure to place the strap in a laundry bag.

As a good practice, you can also sanitize the strap with sanitizer when necessary.

How to replace a battery?

Flip the Netrin Sensor: Turn the sensor over to access its bottom side
Open with a coin: Insert a coin under the slot located just above the QR code and press the coin to lift open the lid.
Remove the battery: Remove the lid and take out the old battery for proper disposal
Install new battery: Install the new battery by ensuring the positive side side of the battery is facing up.
Close the lid: Gently close the lid and press hard with thumbs on all sides of the lid until you hear a snap sound.

You can also check out the video below for a helpful visual guide. https://www.youtube.com/watch?v=Qo9B4iy3x7E&t=16s

Is the Netrin Sensor water-resistant?

Yes, the Netrin Sensor is water-resistant, making it suitable for use in water sports as well.

How to check Netrin sensor battery?

You can check the battery status of your Netrin Sensor on the 'Sensor Details' screen.
To access the 'Sensor Details' section, navigate to the menu represented by three horizontal lines (≡) located in the top-left corner of the home screen.
Within the menu, locate the 'Sensor Details' section and click on it. This action will redirect you to the Sensor Details screen.
On the ‘Sensor Details' screen, you will find a field labeled as 'Battery,' which displays the current battery status with keywords such as 'high,' 'low,' or 'critically low’.