May 17th, 2020
NuraLoop Charging Cable Update
Important safety information for your NuraLoop charging cable.
We have had reports of a limited number of cases of overheating on the NuraLoop charging cable. This has occurred when the output voltage of the charger is higher than 5V (specifically QuickCharge 3.0 enabled chargers).
We have not been able to replicate the issue but as we continue to investigate, please only use a USB charger that has a maximum output voltage of 5V. You can view the output information on the base of your charger. You can continue to charge via your laptop or a standard USB port.
Do NOT use any charger that says 9V / 12V / 20V anywhere.
We have added a new firmware update to assist with this issue. Please connect the NuraLoop to the Nura app and it will automatically reconfigure the NuraLoop’s charger settings. Notifications will not appear in the app to indicate it has taken place, it happens in the background and takes less than a second. As long as your NuraLoop successfully connects to the Nura app then the update has been successful.
We will email an update next week once we have more information and a solution.
Your safety is our top priority. If you have had a similar experience please get in touch with our Customer Service team immediately.
In the meantime, despite this issue, we do hope you’re enjoying your NuraLoop experience.
Android App Update
A recent issue was identified with the Android version of the Nura app causing connection issues. A new version has been released to fix this and update to 3.1.57, please check the Google Play store.
NuraLoop Preorder Tracking
NuraLoop preorder customers should now have received their tracking. If you have not received your email, we ask that you firstly:
- Ensure that you've checked the email of the address you used to register your preorder (if you own multiple addresses)
- Check your Junk or SPAM folder
If you have not received your tracking, you will need to contact the Support team.
Purchases made after May 13 should receive tracking shortly after order/purchase confirmation.
Support Response Times
We are excited, and love, the fact that you have chosen a Nura product.
Due to the popularity of the NuraLoop, we are experiencing significant contact volumes after the recent launch. As with a lot of service teams in the current environment we are working as best we can with the team we have. The team are working through all enquiries as quickly and efficiently as possible.
If your issue requires troubleshooting or technical support, you may be interested in our re-designed Nura Support page. Simply select the Nura Support logo in the top-left of the page or click here.