NuFACE®

The NuFACE Trinity Pro+ touts the app as a major feature and selling point for their product. The app places treatment plans behind a paywall by forcing users to pair their devices to the app via Bluetooth. However, no matter what I do, I cannot get my NuFACE device to pair to the app, and it appears that scores of other users are facing the exact same issue. Furthermore, this has been a recurring problem for over two years. This app should be removed from the App Store due to the company’s decision not to correct this pervasive issue. It rises to the level of fraud at this point given the company’s reliance on Bluetooth pairing to access the core functionality of the device, and Apple is currently complicit in the fraud given that it knows, or should know, that NuFace is either incapable of providing a fully functional device/app experience or that it is deliberately choosing not to do so. I hope this app is removed from the App Store OR that the treatments are released. EDIT: please refer to NuFace’s response to my review. It gives the exact steps offered on their website to troubleshoot, which I noted in my initial review that I had already attempted. With their response, NuFace has displayed how ineffective their “troubleshooting” is and exactly how little interest they have in fixing this rampant issue. Again, DO NOT BUY THEIR DEVICE if you intend to pair it with their app. They will do nothing but offer platitudes if you encounter any issues.

I’ve tried everything, but I couldn’t get my Nuface PRO + to pair. Clearly I’m not alone. None of the so called troubleshooting steps worked. Sent in a ticket and they regurgitated the same information as on the website. Finally, I reset the Nuface by holding down the power button for ten seconds, until the two outer lights blinked. Then logged out of the app and deleted the app from the settings-general-iPhone storage menu (which deletes app data and cached data). Then made sure the app was completely gone. Restarted my iPhone. Reinstalled the app, and again, restarted my phone. Logged in, made sure my device was fully charged. FINALLY, the app was able to connect to Bluetooth. It took me an hour to figure out, and even so, it could be dumb luck. I hope it helps someone, but frankly it shouldn’t be that hard.

I am re- reviewing Nu Face, as I was very annoyed with the first 2 months after acquiring my device. I had tried everything to connect to my device via my Bluetooth on my iPhone- only being able to 2x. I updated the app, reinstalled it. Turned my phone off and restarted that… turned on Bluetooth and off , the device off and on - even made sure that no other Bluetooth devices or phones were even on nearby just in case in some weird way that way blocking the ability to connect. The app’s help about this issue is a joke. Then I left a one star review explaining all of the above and how frustrated I was. The customer service “answered” my review with a pat answer that suggested I try the exact things I had just described doing. Which shows that they don’t really care enough to actually read these reviews- it was insulting actually. But anyway, I updated my app again today and lo and behold ( trumpets playing) the Bluetooth worked right away!!!! No fiddling around for 40 min then getting so annoyed that I just put the whole thing away like almost every single time before! So… yes, today was a win. I have other observations about this device and app, but today is not for those. Today is a win! Woot woot!