PhoneSoap Go troubleshooting: charging and battery.
The Go runs on a battery, so most issues are charging issues. Start with the cord — it is the single most common cause.
Try this first
- Use the barrel power cord that came with the unit. A USB-C cable will not charge it.
- Plug into a wall adapter you know works and leave it 4 hours before judging.
- Tap the indicator light to check the battery level.
Charging and battery
My Go will not charge.
Check the cord first. The Go charges through a round DC barrel connector, not USB-C, and a USB-C cable in the port does nothing even though it looks like it fits.
- Use the barrel cord that shipped with the unit, or ask us for a replacement.
- Plug the adapter into a wall outlet rather than a laptop port.
- Leave it on charge for a full 4 hours, then tap the indicator to read the level.
If a known-good cord in a known-good outlet still gives you nothing, contact us with your order number, the model number (701-1 or 701-2), and the serial number.
A single white light is blinking and it will not run.
A single blinking indicator is a low-battery or charge-fault signal. Put it on the barrel charger for 4 hours. If it still blinks and will not hold a charge — especially on a unit under a year old — that is a warranty case.
I lost the power cord. Can I use USB-C?
No. The Go needs the DC barrel cord. Contact us with your model number and we will get you the correct replacement.
A charge only lasts a few cycles now.
Battery capacity drops with age. If the unit is within its warranty period and runtime has fallen sharply, send us the order and serial number.
Lights and bulbs
I see a red light.
On the Go, check the battery before you chase the bulbs — a unit low on charge behaves like a faulty one. Tap the indicator to read the level, and charge it fully on the barrel cord first.
If it is charged and still shows red:
- Dormant lamps. Open the lid in natural light for 5–10 minutes, or shine a flashlight across both lamps, then start a cycle.
- Damaged quartz. A crack, bubble, or warp in the glass over a lamp is a defect — stop there and send us a photo.
- Burnt out. Silver at the lamp ends.
- Heat. Travel cases hold heat; give it 20 minutes open in a cool room after repeated cycles.
Bulb repairs are handled in house under the lifetime bulb warranty. Have your model number (701-1 or 701-2) and order number ready when you write in.
There is a bubble, warp, or crack in the glass over the bulbs.
Stop using it and send us a photo. A deformed or cracked quartz lamp is a manufacturing defect and is covered — do not run cycles with a damaged lamp.
How many bulbs does the Go have?
Two UV-C lamps, positioned to cover the bay from both sides. Listings that describe a different count are not ours — check the model number on the label if you are unsure what you have.
Running a cycle
How do I start a cycle?
Close the lid and tap the indicator light. The bolt stays lit while it runs and shuts off on its own after 10 minutes. Tapping the indicator also reads the battery level.
Power and general checks
The unit will not turn on at all.
If the Go shows nothing even after a full charge, work through the power path:
- Is the socket live? Test the outlet with a lamp or another device.
- Is it in the right port? The Go takes the power cord in the Power Input port on the back.
- Is it in the right mode? Confirm a cycle should be starting on its own rather than waiting on a button press.
- GFCI outlet? On a bathroom, kitchen, or garage outlet, press Reset on the outlet itself and test again. A tripped GFCI is a common false alarm.
- Adapter and cable. Swap in a wall adapter and cable you know work.
If none of that brings it up, the unit needs service. Contact us and we will troubleshoot it with you and set up a return if we need to.
Do you repair units, or replace them?
We always attempt a repair first. If we cannot repair the unit, we send a replacement. Bulb replacements and repairs are handled in house, and bulbs carry a lifetime bulb warranty.
Still stuck? Have your order number and the serial number from the label on your unit ready.