June 18th, 2020
Updated - NuraLoop charging cable.
We have determined overheating may occur with early NuraLoop charging cables when in use with non-compliant chargers over 5V. To ensure your safety we have produced replacement cables.
Shipping will begin this week and you will receive your new cable within 2-10 business days depending on your location. You will receive an email with your tracking number and the cable will be shipped to the same address as your NuraLoop.
For easy identification, the new cable has a red band.
Please dispose of your current charging cable immediately once you receive your replacement. Refer to your local council for safe disposal.
(Orders dispatched after the 11th of June already include the replacement cable and will not receive an additional cable)
May 26th, 2020
Updated information on your NuraLoop charging cable
We have continued to monitor the situation with reports of overheating on the NuraLoop charging cable and damaging components of the cable. We have not had any reports of damage other than to the charging cable itself. These cases remain limited and only occur when the output voltage of the charger is higher than 5V (specifically QuickCharge 3.0 enabled chargers).
Your safe use of the NuraLoop is our priority and we will be issuing new charging cables to all current NuraLoop owners.
You will receive a dispatch notification email over the next 15 business days. The new cable will have a red band so it can be easily identified and will be fine to use with any USB charger. This includes quick chargers and chargers also capable of outputting 9/12/20V. Please immediately dispose of your current charging cable once you have received the replacement.
Your replacement cable will be shipped to the same address as your NuraLoop, if you need to update your details please contact us as soon as possible.
In the meantime, please continue to use only USB chargers with 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.
If you experience an overheating issue please get in touch with our Customer Service team here immediately.