If your new hearing aid isn't working the way it should, there are 3 things to try to resolve the issue - completing all 3 should take less than 5 minutes. 

Try these steps if you notice:

• Sound that's very weak
• Sound that cuts in and out
• No sound at all

If your hearing aid is brand new, and you’re experiencing any of these, try the steps below before assuming there's a bigger issue with your device. These steps resolve the vast majority of cases. 

Step 1: Rule out the wax guard

A clogged wax guard can happen even to brand new hearing aids. If you’ve put it in your ear once, then wax could be the problem. 

Step 2: Rule out the dome

If changing the wax guard doesn't resolve the issue, try replacing the dome next.
 

How to change a tulip dome:

Before you start, locate the small dot on the tulip dome.

Then, remove the used dome by pulling it off the receiver and discard it. This may require a bit more force than you think.

Locate the small dot on the face of a new tulip dome. This dot indicates the top of the tulip dome. When placing it in your ear, the dot will be at the top of your ear canal. Push the largest petal back, then press the new tulip dome (with the dot on top) over the the ribbed end of the receiver. 

Check that the tulip dome is securely mounted by verifying that the collar completely covers the ribbed end of the receiver.

Push the larger petal toward the receiver.

How to change an open or closed dome:
 

 Remove the used dome by pulling it off the receiver and discard it. This may require a bit more force than you think.

Push the new dome over the ribbed end of the receiver. 

Check that the dome is securely mounted by carefully lifting the lower part of the dome and verifying that the collar completely covers the ribbed end of the receiver.
 

When placed correctly, the dome will appear slightly angled.

Pro tip: Incorrect dome replacement can result in a dome being left in your ear when you remove your hearing aid. That's why our Audiology Team recommends tugging at the new dome to ensure it's on securely before placing the hearing aid back in your ear. 

Step 3: Remove and reseat the receiver wire

If the sound is still dead, weak, or intermittent after trying the steps above, the receiver itself may need to be reseated. Follow along with the video or written instructions to reseat your receiver. (Please note, this video shows you how to replace your receiver with a different one. Instead of replacing with a new one, please reattach the receiver you just took off.)
 

• Hold your hearing aid in your non-dominant hand with the belly of the hearing aid facing you.
• Locate the divot, or tab, attached to the receiver. Your left hearing aid has a blue tab. Your right hearing aid has a red tab.
• Using your fingernail or the included black removal tool, press the tab down toward the bottom of the hearing aid. As you press down, gently pull the wire toward you until it dislodges.
• Insert the receiver wire back into the hearing aid until you feel or hear it click into place.

If you've tried the 3 steps above and are still noticing low or weak sound from your new hearing aid, please contact our Customer Support Team so we can help you out. Thank you!