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TROUBLESHOOTING

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DEVICE TROUBLESHOOTING
The device won't turn on when I press the button?

The battery may be depleted. Charge your device according to the recommended way (found in your reference guide) for at least 30 minutes and try pressing the button again. If the problem persists, please get in touch with the INCUS support team.  

The device doesn't charge when it is plugged in (I.e. the device LEDs don't turn light blue)?

Make sure you are using the supplied charging cable and you are following the instructions found in the reference guide. Leave your device to charge for at least 30 minutes. If the problem persists, please get in touch with the INCUS support team. 

When I turn my device on the LEDs all turn red?

Try to do a factory reset by pressing the button for >20s. If the problem is fixed, the LEDs will start flashing green as usual after the reset. If the problem persists, please contact the INCUS support.

WARNING: The factory reset will erase all of your data stored on the device, so make sure to transfer the sessions you need first. 

When I press the button to start a new session, the LEDs stay green and don't turn blue?

Try to pair your phone to the device first and try again. If you still cannot log a session (I.e. the LEDs won’t turn blue), please get in touch with the INCUS support team. 

CLOUD TROUBLESHOOTING
I can't log into the INCUS | CLOUD App?

The username or password may be incorrect – consider resetting the password via the ‘forgot password’ option. 

My session doesn't have a green tick?

The session may still be transferring/uploading (if the green tick is not present) – in which case wait until the green tick appears. 

OR 

It may have become corrupted (the data isn’t as expected) – try to transfer/upload the file again. 

My session has a green tick but clicking it doesn't bring up my session?

The session may have become corrupted (the data isn’t as expected) – try to transfer/upload the file again. 

OR 

The file you uploaded is either very short in duration (less than 5 seconds) or does not contain any swimming data. 

Tapping a cell doesn't bring up my session?

The session may still be transferring/uploading (if the green tick is not present) – in which case wait until the green tick appears. 

OR 

It may have become corrupted (the data isn’t as expected) – try to transfer/upload the file again. 

No data is showing up in the calendar?

Ensure there’s an active (strong) internet connection – transferring sessions over WIFI will often provide quicker stable uploads compared to mobile signal.  

My transferred session doesn't show up in the calendar?

Ensure you’re on the correct date and try pull down to refresh. 


NOTE: If the device has been used by other users, please ensure that the correct user is logged into the app and had paired with the device prior to recording a session. 

My session's data metrics don't seem correct?

Ensure that the pool length was set correctly before uploading. 

If it is your Body Angles that don’t look correct, ensure that before you start swimming you have pulled the back of the garment down and the shoulders out. This will allow the device to be flat on your back in the required position. If there is any excessive gapping between your body and the INCUS | FIIN vest (where the device is situated), this can cause skewed Body Angle data and you may need a smaller size FIIN Vest.  

Please get in touch with the INCUS Support Team to discuss this. 

The swimming type for a length does not match the swimming type I used?

INCUS algorithms were initially trained with data from competitive swimmers and to a lesser extent on data from recreation athletes. Due to the differences in technique that can be present, the algorithms can occasionally confuse swimming types. With data from users of varied ability, we are continually improving the swimming type detection accuracy. 

The distance I swam does not match the distance in the app?

INCUS analytics have been tested for accuracy in controlled conditions and has achieved an accuracy of ± 0.5% of actual distance. However, there are still cases in uncontrolled environments which can prevent accurate length detection (e.g. starting/stopping within lengths). We continue working to improve our analytics in all possible real-world cases. 

My stroke rate does not match with the reported stroke rate on the app?

Since INCUS | NOVA detects the number of strokes and their duration, our definition of stroke rate is based only on the total duration of strokes not on the split time. For this reason, our stroke rate will differ from the “common” stroke rate but is still accurate when seen in this way. 

The number of strokes reported within a length does not match the number of strokes I counted?

INCUS algorithms consider half strokes, such as the one before turns, as full strokes. As such it is possible for the number of strokes counted by you and by INCUS to differ. 

Drill exercises are either misclassified or not detected?

Currently INCUS does not support drill exercises. We are working on allowing drills detection. 

APPAREL TROUBLESHOOTING
I think I bought the wrong size INCUS | FIIN vest?

INCUS | FIIN Vest size is based on fit and feel. Some people prefer a looser fit whilst others prefer a tighter race feel. It is important that the vest is not too tight, as to be uncomfortable but not too loose, so that the device provides inaccurate data. Try your vest on dry, if it is too loose and likely to allow water down the front or back causing drag or if you are unable to zip your vest up, then contact the INCUS Support Team to discuss getting a new size. If you are able to zip the vest up and it is tight, please be aware the material loosens in the water and is likely to be the correct size. 

Please note we are unable to accept returns once the garment has been worn in the water or has had the tags removed.  

Why does the zip on my INCUS | FIIN vest move whilst swimming?

Ensure that you lock your zip once it is fully zipped up by flicking the zip up and then back down to its original position.