FAQ

Our program is currently only available through organizations. Please ask your employer about the options. If you’re not sure whom to contact or if your organization does not yet offer it, please get in touch with us. We’ll be happy to help.

We believe our program can be valuable for everyone—whether you’re already focused on well-being or facing challenges. Our program provides tools and insights to help you optimize your energy. Our participants come from diverse backgrounds; nevertheless, 98% recommend the program, and 89% have sustained improvements a year later. Unsure? Feel free to contact us for personalized advice.

Yes! You can replace the kick-off with a short 20-minute webinar. Just send us an email, and we’ll send you the link.

This workshop is not always part of the program, so first check if it applies to you. If you cannot attend this workshop, you can still participate in the program. Of course, we recommend attending it for the best experience. There is no recording or alternative for this specific workshop. However, you will always receive a handout afterward.

Use the link in your confirmation email to modify your appointment. If there are no available time slots, please contact us. Keep in mind that rescheduling depends on our coaches’ availability.

When using the wearable for the first time, it’s still in factory mode. Connect it briefly to the charger to activate it. After that, you can pair the wearable via Bluetooth in the Firstbeat Life app.

- Blinking green light: wearable is charging
- Solid green light: wearable is fully charged

Note: the light may only start blinking after it has charged for a moment. If you don’t see anything, hold your hand over it or check in a dark room. You can also view the battery status in the app via: Profile > Device Settings.

Yes, you can dim the light using Night Mode in the app.
Go to: Profile > Device Settings. Enable Night Mode there.”

Are you receiving a poor contact notification? Then try the following:

1) Remove chest hair from the electrode site (shave if necessary)
2) Clean and dry the skin before you apply
3) Do not use lotion, or allow it to fully absorb before applying the electrodes
4) Check the cable – it should not be too tight
5) Move the electrodes slightly closer together if the contact remains poor
6) Use sports tape if the electrodes come loose quickly

No, the wearable is not waterproof. So do not wear it while showering, swimming, or in the sauna.

The wearable is splash-resistant, so sweat during exercise or a bit of rain while running is no problem.

Prolonged or frequent use can cause skin irritation in some people, especially those with sensitive skin. Fortunately, this is rare. If you do experience irritation, you can try the following:

- Clean and dry your skin before applying the electrodes.
- Shave your chest if necessary, but let your skin rest before applying.
- Replace the electrodes at least once a day (more often if you sweat a lot).
- Do not apply to the same spot every time; move slightly to the side.
- Moisten the skin with a little water or remove the electrodes in the shower (disconnect the wearable first!).
- Clean your skin afterward with water and mild soap.
- If you have sensitive skin, use a neutral, non-greasy body lotion (let it dry thoroughly).
- Touch the adhesive area as little as possible to keep it clean.
- Stop the measurement immediately if you have a severe skin reaction.

The electrodes we use are CE-marked and medically approved. They contain no latex or DEHP and feature a stainless-steel snap (up to 10% nickel), compliant with ISO 10993.

Short white interruptions are normal and often occur due to rapid heart rate changes, for example after exercise.

Do you see longer white gaps? Then you’re probably looking at the real-time display. After you finish the measurement (by clicking Analyze Measurement), the chart is automatically corrected.

If the issue persists, please contact us.

No, that is not necessarily concerning. At the beginning of a measurement, the time synchronization may still not be entirely accurate, which can temporarily give a distorted view.

After completing the measurement and clicking Analyze measurement, this is corrected. Note: Red indicates stress, but stress is not inherently bad—it’s also necessary to function well.

You can only edit your activities while the measurement is still running.

Open the app and go to HOME
Tap on Logbook
Select the activities you want to adjust
Edit the details and click Save
To delete activities, tap the trash icon in the top right.

We recommend measuring for 3 consecutive days and nights for reliable data. But if you feel unwell or a measuring day doesn’t work for you, you can stop the measurement early:

1) Open the app
2) Tap the three dots in the top right
3) Select Analyze measurement if you want to save your data
4) Select Stop measurement if you want to discard it

You can then start again whenever it suits you better.

Send us an email with the following information:

Your name
The organization you work for
The delivery address
The number of electrodes needed (we only send what you really need – sustainability preference!)

- Go to the PROFILE screen
- Click on SETTINGS
- Choose Account details
- Select the desired language
- Don’t forget to click Save

Volg deze stappen:

Stap 1: Controleer de batterij
- Is het apparaatje opgeladen en dichtbij?
- Knippert het groene lampje niet? Sluit het aan op de oplader.
- Werkt het apparaatje alleen als het is aangesloten? Het kan defect zijn – neem contact op met Onewave.

Stap 2: Controleer of het apparaatje al is verbonden met een ander toestel
- Verwijder het apparaatje uit de Bluetooth-instellingen van je oude telefoon
- Zet de Bluetooth van dat toestel uit – het apparaatje kan maar met één apparaat tegelijk koppelen

Stap 3: Probeer opnieuw te koppelen
- De app zoekt elke keer 15 seconden. Probeer het een paar keer.
- Werkt het nog steeds niet? Zet je telefoon 30 seconden volledig uit en start hem dan opnieuw op.

Verwijder de app niet en installeer hem niet opnieuw – dat lost het probleem niet op.

Werkt het nog steeds niet? Neem contact op met Onewave.

Run through this checklist:

Step 1) Check if the license code is still valid
- Click on Profile > Settings > Select Subscriptions. Here you see until when your license is valid.
- The code is valid for 30 days from issuance. Has it expired? Contact Onewave.

Step 2) Update the app
- Close the app completely
- Check in the App Store or Google Play if there is an update
- Update and reactivate via: Profile > Settings > Subscriptions > Activate license

Step 3) Log out and log back in

- Go to Profile > Settings
- Scroll down and tap Sign out
- Log in again and try once more

Step 4) Check if the code has already been used
- A license code can only be used once
- Have you already activated it with another email address?

- Still having issues? Contact Onewave.

Check if you have placed the electrodes in the correct positions on your body. If this is the case, you can replace the electrodes with new ones. If the white portions still persist in the graphs, then please contact Onewave.

Yes, you can. If the wearable is still in good condition, we ensure that it is used in programs for organizations with limited resources. Send your wearable in a prepaid envelope to:
Onewave the Agency
Retiefstraat 75A
1092 VZ Amsterdam


Yes, you can. If you want to renew the license, you can send us an email. Depending on the arrangements with your employer, there may be associated costs.

We place great value on your privacy. Onewave is Privacy Verified–certified and complies with the GDPR. View our full privacy statement via the link at the bottom of this page.

We will never share your personal data with your employer. Never.

Your data is automatically deleted after a prolonged period of inactivity in accordance with the app’s terms of use; you do not need to take any action. If you would like your data deleted earlier, you can always request it from us.