Frequently Asked Questions

FOR PRODUCT

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Frequently Asked Questions

FOR BATTERY

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Frequently Asked Questions

FOR ORDER

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Frequently Asked Questions

FOR SHIPPING & RETURN POLICY

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Frequently Asked Questions

FOR VENUSTAS HEATWAVE CLUB MEMBER

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FOR TROUBLE SHOOTING

Venustas Heated Apparel Troubleshooting Guide [2024 Update]

Venustas Heated Apparel Troubleshooting Guide [2024 Update]

Got a snag with your Venustas heated gear? No worries – we're here to help! Check out our troubleshooting guide, made simple to guide you through any issues you might encounter with your heated apparel.

How to Charge Your Venustas Battery?

How to Troubleshoot Venustas Battery Not Working

Is your Venustas battery giving you trouble? Don’t fret—help is here! We’ve put together this cheerful guide to get your battery back in action. Whether it’s not charging, charging slowly, or just being a bit moody, we’ve got the tips and tricks to revive it.

How to Charge Venustas Battery?

To charge your battery, follow these steps:

  1. Connect your battery to the USB cable.
  2. Plug into one of these three power sources:

Wall power outlet.
Plug your USB charging cable into a USB power adapter (not included), then plug the adapter into the wall.

Computer.
Plug your charging cable into a USB 2.0 or 3.0 port on a computer that is turned on and not in sleep mode.

Power Accessory.
Plug your cable into a powered USB hub, docking station, or other certified accessories.

As part of our efforts to reach our environmental goals, Venustas no longer includes a battery charger in the box. We believe this small change can make a big difference for our planet. Venustas battery is compatible with all kinds of power adapter or third-party adapters that comply with applicable safety standards.

When your battery charges, the indicator lights blink to show the charging status. When the battery is fully charged, all four indicators light up without blinking.

Battery Indicators

If your battery wont charge

Follow these steps and try again after each:

  1. Check your charging cable and USB adapter for any signs of damage, such as breaks or bent prongs. Avoid using damaged accessories.
  2. Plug into a wall outlet and ensure your charging cable, USB wall adapter, and the outlet or AC power cord are securely connected, or try a different outlet.
  3. Remove any debris from the charging port of your battery, then firmly connect it to your charging cable. If the charging port is damaged, your battery may need professional attention.
    Batter charging port
  4. Charge your battery for half an hour.
  5. If it remains unresponsive, try a different USB cable or charger. Venustas battery is compatible with all kinds of power adapter or third-party adapters that comply with applicable safety standards, including power adapters with Type-C from laptops like Apple and HP.
  6. Let your battery charge for another half hour.
  7. If your battery charges after replacing the charger or charging cable, please contact our customer support team and we will send you a new charging cable. If your battery still won't power on or charge even after replacing the charger and charging cable, please contact our customer support team provide a clear photo of the silkscreen print on the back of the battery. We will check it and exchange a new battery for you.

If your battery charge slowly

battery charge slowly

Follow these steps and try again after each:

  1. Check if you use the correct charger. 
    > For optimal charging of the Venustas-7500 battery and Venustas-10000 battery, we recommend purchasing a 20V/1.75A (35W) charger for a full charge in 2-4 hours. Or you also can use the power adapters (with a Type-C port) from laptops such as Apple or HP instead of the 35W charger. If you choose to use a 5V/2A or 5V/3A charger, please note that the charging time may extend to around 10-15 hours. 
    > For the Venustas-6000 battery, we suggest using a 5V/3A charger, which will achieve a full charge in about 4 hours.
  2. If the battery charge slow even use the correct charger, please check for any damage or debris on the charging port and charging cable.
  3. Plug into a wall outlet and ensure your charging cable, USB wall adapter, and the outlet or AC power cord are securely connected, or try a different outlet.
  4. If it’s still charging slow, we recommend trying a different charging cable. Venustas battery is compatible with all kinds of charging accessories that comply with applicable safety standards.
  5. Let your battery charge for half an hour.
  6. If your battery charges at a normal speed after following these steps, please contact our customer support team for assistance with a new charging cable. If you continue to experience slow charging, kindly let us know your battery model, charging time, and charging conditions, and we’ll be happy to help you.

      If your battery stopped charging at 80 percent

      Venustas Optimized Battery Charging helps slow down battery aging by minimizing the time your battery stays fully charged.

      Your battery might get a little warm while charging. To extend its lifespan, if the battery gets too warm, our software may limit charging above 80%. Once the temperature drops, charging will continue.

      For best results, try moving your battery and charger to a cooler spot.

        If your battery cannot charge your phone

        If your battery cannot charge your phone

        Follow these steps and try again after each:

        1. Check if you use 12V heated apparel. Kindly note that our Venustas-7500 battery and Venustas-10000 battery cannot charge your phone while powering the 12V heated apparel. If you would like to charge your phone, we recommend not using the 12V heated apparel during that time.
        2. Check if your battery has power.
        3. Please try recharging your battery for about 1 minute and check for the blinking indicator light, which means the battery is charging. Our batteries have an automatic protection feature. When the battery's DC port comes into contact with metal, the battery will automatically shut down. By recharging for 1 minute, you can reset this feature and allow the battery to start charging properly.
        4. Please plug your phone in again with the correct charging cable.
        5. If the problem insists, we recommend trying a different USB cable and charge again.
        6. Double-check that you’re using the correct charging port. Kindly note that the Venustas-6000 battery only supports phone charging through the USB-A port. Venustas Battery Port
        7. If the phone still cannot be charged, please contact our customer support team for further assistance.

        If your battery cannot charge your heated apparel

        If your battery cannot charge your heated apparel

        Follow these steps and try again after each:

        1. Check if your battery has power.
        2. Please try recharging your battery for about 1 minute and check for the blinking indicator light, which means the battery is charging. Our batteries have an automatic protection feature. When the battery's DC port comes into contact with metal, the battery will automatically shut down. By recharging for 1 minute, you can reset this feature and allow the battery to start charging properly.
        3. Test the battery with your phone and other mobile devices. Kindly note that the Venustas-6000 battery only supports phone charging through the USB-A port.
        4. Plug the apparel cable into the battery, and then press the power button for about 3 seconds to see if it turns on.
        5. If the apparel doesn’t turn on, please check for any issues with the heating elements.
        6. If there are no issues with the heating elements, please contact our customer support team for assistance in exchanging for a new battery.

            Learn More 

                How to Troubleshoot Your Heated Apparel?

                How to Troubleshoot Your Heated Apparel?

                Have trouble with your heated apparel not heating up? Don’t worry, we’ve got you covered! In this guide, we’ll walk you through some simple steps to identify and fix common issues. Let's get your jacket warming you up again in no time!

                If your heated apparel wont turn on

                1. Check if the battery is functioning properly.
                  > Please recharge your battery for 1-5 minutes to check for the blinking indicator light, which means the battery is charging;
                  > Try charging a phone or another device with the battery to see if it’s working. If not, please refer to our battery troubleshooting guide
                  If it is working, proceed to the next step.
                2. Please plug the apparel cable into the battery’s DC port and see if the power button on the apparel flashes in red, white, and blue, and then turns off quickly. 
                  Connect to the battery, it flashed red, white, and blue
                  For models with a square button, it should flash red.
                  connect to the battery's DC port, it flashes red
                  If it doesn’t flash, try unplugging and plugging it back in. If the battery works but the button still doesn’t flash, there may be an issue with the heating elements.
                3. If it does flash, please press the power button 3s to see if it can preheat with a red light.
                4. If there’s no light after pressing, there might also be the issue of heating elements. Please send the troubleshooting video, order number, and S/N (Serial Number) beneath the care label to our customer support team. We will help you to fix the issue and provide you with a satisfactory solution.

                If heating elements dont warm up after turning on the apparel

                1. Please connect the apparel cable to the battery, then press the power button for 3 seconds to turn on the heated apparel. You’ll see the power button flash red as it starts preheating for 5 minutes. Then the apparel will automatically adjust to medium heating level (blinking white LED).
                2. If the apparel powers on as expected, please allow some time for heat generation. We recommend zipping up the apparel and waiting 1-5 minutes (*Ensure the battery is in the battery pocket, not on the heating element). Afterwards, touch the apparel to check if the heating elements are warming up.
                3. If you don’t feel any warmth, please provide your order number and the S/N (Serial Number) beneath the care label. Our customer support team will assist you with an exchange.Serial Number

                If the heating element isnt getting as hot as expected 

                1. Plug the battery into your clothing and press the button for 3-5 seconds to turn it on.
                2. Please press the power button for a second until the light turns solid red, indicating high temperature.
                3. Zip up your apparel and wait 1-5 minutes to help retain heat.
                4. After this period, touch the area near the heating elements or measure the temperature with a thermometer.

                Please note that the temperature is regulated by the internal heating elements, so the warmth you feel may be slightly lower.

                You’re now all set to tackle any issues with your Venustas heated apparel! If problems persist, our friendly customer support team is ready to help. Stay warm and enjoy your adventures!

                Learn More