Frequently asked questions

Turn off your device and switch off the power supply at the plug. Leave for 30 seconds. Then, make sure all the power leads are connected correctly and turn the device back on. If the lights are still on please contact us.

The smell of burning when in use can indicate that the treatment area hasn’t been properly prepared for treatment. Skin must be completely hair-free (for best results by shaving, if hair is not completely removed it may damage the front of the device), cleaned and dried. If any visible hair remains above the surface of the skin, it can burn on treatment with your SmoothSkin device. If you are concerned STOP treatment and contact us.

Carefully wipe with a soft, dry cloth and ensure that the glass filter is undamaged after every use. The head of the device (gold part) can be removed.  Please see your user guide for further guidance.

No, there should not be any glass against the skin. The glass filter is recessed back into the device.

This is perfectly normal, the lamp is quality engineered and has passed the highest standards of quality checks. This does not affect the power output.

First check that the adaptor plug is fully inserted into the handset. Make sure it is fully engaged. If the device is still cutting out, contact us.

SmoothSkin Gold offers a limited number of flashes. If the power bar indicators are flashing red continuously and SmoothSkin will not work, this means the device has used up all of the flashes (end of life). There is no replacement lamp or refurbishment service available for SmoothSkin.

If the power bar indicators are flashing red continuously and SmoothSkin will not work, this means the device has used up all of the flashes (end of life). There is no replacement lamp or refurbishment service available for SmoothSkin.

This indicates that either your skin is too dark to treat or the sensors have not been placed against your skin properly.  Have you made sure to place the head of the device and treatment window in full contact? – i.e. both small windows either side of the large treatment window should be firmly pressed against the skin.

If your skin is too dark then the device will not operate – contact us for assistance.

Don’t panic, Smoothie! This is caused by residual hairs, stubble or debris on the surface of the skin and won’t affect the device’s performance in any way, it’s purely cosmetic.

In the future, you need to make sure you have shaved and cleaned the area you wish to treat immediately prior to treatments. If your device is marked please remove the gold or silver front and clean as per the instructions in the user guide.

If you are still concerned please contact us for further advice.

First make sure you’ve:

  • Connected the power supply with the base of the handset
  • Plugged the power supply into an electrical socket

Have you pressed the STANDBY / READY button?  Has the button changed from BLUE to WHITE?  If you do not use the device for 3 minutes the button will return to BLUE and be in STANDBY mode which means it will not flash.  Press the STANDBY / READY button and make sure it is WHITE before trying to treat.  If your device is still not working please contact us.

SmoothSkin Gold device with 200,000 flashes is enough for 10 years of treatment.*

SmoothSkin Gold device with 300,000 flashes is enough for 15 years of treatment.*

*Following our recommended treatment regime.

When the Skin Tone Sensors are placed on the treatment area the blue light emitted by the Sensors is reflected back from your skin. The device then detects your skin tone is appropriate for use.

Use SmoothSkin Gold once a week for 12 weeks, then top up with maintenance as required, around once a month.

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