1. Device door does not fully open and/or close‍

If the door is not opening or closing completely, start by manually resetting it:slide the door all the way down to open it, or all the way up to close it. Makesure no debris or obstruction is caught in the door track. Once reset to theopen position, try closing the door again using the slider. If the door stillfeels stiff, manually slide it further up until it seats firmly in the closedposition. Some loosening of the door mechanism is normal over time as partswear with regular use. If you do not hear a faint click when trying to closeit, this may indicate a worn latch — a device replacement is recommended. Ifthe door cannot be opened manually at all, discontinue use and contact support@invoy.com.

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2. Device does not turn on or is not charging‍

First, turn off your device and charge it for at least 3 hours using the supplied charger and cable. A fully charged device is tested to support at least 30 consecutive breath tests. While charging with the device OFF, the mouthpiece should illuminate orange (low battery) or green (charging). If there is no light at the mouthpiece, the device may already be fully charged, the device may be ON rather than off, or the cable or adapter may need to be replaced — try a different wall outlet to rule out a power issue. If the device still fails to turn on after a complete 3-hour charge, a device replacement is recommended. Do not attempt to charge the device while it is powered on, as this will prevent proper charging.

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3. I keep blowing into the device, but nothing happens.‍

Before blowing into the device, confirm that the mouthpiece lights up white indicating the device is on, then open the Invoy app and begin your breath test. Before blowing into the device, confirm the Invoy app shows you are on Step 2 of the breath test and then blow into the device for at least 10 seconds. If the device does not move past that screen ensure you are blowing at a steady rate and at a medium flow. If still not working, open the device door and inspect the small black gasket inside the pod chamber. If the gasket appears misaligned, bent, or stuck, it can cause an air leak during the breath step, which prevents the device from detecting your breath. If the gasket looks hung up, gently press it back into place with your finger — do not use any sharp objects. Repeated gasket issues may indicate an internal alignment problem and a device replacement may be needed. Also confirm you are using a fresh, unopened pod, as a previously activated pod will not respond. Try the breath test with a different pod to determine whether the issue is with the pod or the device itself. If issues persist discontinue use and contact support@invoy.com.

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4. My breath score doesn’t make sense‍

Inaccurate breath scores are most often caused by pod handling or breath technique. Always use a fresh, unopened pod immediately before testing — do not open pods in advance or expose them to direct sunlight, heat, or humidity when storing. If your monthly supply is expired, a fresh kit is recommended. Before blowing into the device, exhale normally for about 3 seconds first to clear any upper airway air, and in the same breath immediately blow steadily into the device. This ensures a deep lung sample, which is critical for an accurate reading. If you feel significant resistance while blowing, this may indicate a blocked pod or a device issue — try a new pod first, and if the resistance continues, contact support@invoy.com.

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5. Can I wash my mouthpiece?‍

The mouthpiece is not designed to be removed from the device and should not be submerged in water or cleaned with liquid. The device is intended for a single user only and should not be shared. To clean the mouthpiece exterior, use a lightly damp cloth or an isopropyl alcohol wipe. If alcohol is used, allow the device to air out for a minimum of 18 hours before the next breath test to avoid contaminating the pod chamber. Never insert liquids, sprays, or cleaning solutions directly into the device opening.

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6. There’s powder or dust inside my device‍

This is normal and not a cause for concern. The single-use pods contain small reactive beads, and trace amounts of powder or dust may occasionally be released into the device during use. To clean, gently wipe the accessible interior surfaces using a dry electronics-safe wipe or lint-free cloth. Do not use liquids or compressed air inside the device. If powder buildup appears excessive or recurring, contact support@invoy.com for guidance.

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7. My device dies after a few minutes.‍

The device is designed to enter sleep mode automatically after a few minutes of inactivity to conserve battery. This is normal behavior. To wake the device, toggle the power button. If the device does not respond, it may need to be charged. To charge, first power the device OFF, then connect it using the Invoy power accessories. While charging, the mouthpiece will illuminate orange (charging, low battery) or green (charging, sufficient battery). A full charge takes approximately 3 hours. If the device powers off frequently during active use or does not hold a charge after a full charge cycle, a device replacement may be needed.

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8. I put in a new pod, but I get an error message in the app to put in a new pod. ‍

At the start of each test, the device performs an automatic inspection of the inserted pod to verify it is undamaged and unactivated. During this calibration step, a “bad pod” or “fresh pod not detected” error message may appear briefly in the app as the device sets its brightness levels — this is expected and does not necessarily mean the pod is defective. If the error persists, remove the pod and inspect the clear lens on top. If the top of the pod appear yellow, brown, or any color other than white, the pod has already been activated or is compromised and should be discarded. Also ensure there is no direct ambient light (such as sunlight or a bright lamp) shining into the pod chamber, as this can interfere with the calibration. Restart both the device and the app, insert a freshly opened pod before initiating the test, and try again. If the error continues across multiple new pods, contact support@invoy.com.

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9. I cannot connect my device to my phone.‍

Start by toggling the device off and back on, then close and reopen the Invoy app. Make sure the device is unplugged from its charger, as charging can sometimes interfere with the Bluetooth connection. On your phone, turn Bluetooth off and then back on to reset the radio. If you are in an environment with many devices nearby, signal interference may slow or disrupt pairing — try moving to a different area or ensuring only your device is powered on. Keep your phone close to your device during the entire process. If the issue persists, contact support@invoy.com to verify the correct device is linked to your account correctly and to troubleshoot further.

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10. I pushed the button all the way up to activate my pod, but I got an error message.‍

Slide the slider all the way up firmly and hold it to ensure full contact with the pod’s activation surface. The pod may take up to 10 seconds to fully register as activated — wait for the app to advance before assuming a failure. If the error persists, remove the pod and check the top surface of the pod where the slider makes contact. If that surface appears dry or is still fully white and unmoistened, the slider may not have made proper contact. Discard that pod and try again with a new one, making sure to press the slider all the way to the top with firm, steady pressure. If multiple consecutive pods fail to activate, contact support@invoy.com.