Troubleshooting

Troubleshooting

How long does the battery last?

You’ll get at least 2 hours of bouncing on a full charge. We expect the battery to last:

• Up to 2 hours (4 bounce sessions) for a baby at maximum weight, on the highest bounce

• Up to 4 hours (8 bounce sessions) for a baby at minimum weight, on the lowest bounce

When the light flashes amber the battery is running low and you’ll need to plug it in. You can still use Elvie Rise while it's charging, or simply use it plugged in to your mains power supply.

Does the battery need to be replaced?

The built-in battery on Elvie Rise has been designed to be reliable and consistent throughout its lifetime, so it’s not something that needs to be or can be replaced.

How do I charge the battery?

Elvie Rise comes with a 2-metre long magnetic power cable that attaches to the port in the back of the base. It takes up to 2 hours to fully charge, but you can also use it while it’s charging, or simply use it plugged in to your mains power supply.

A full charge will give you up to 4 hours of bouncing (8 bounce sessions) in newborn bouncer mode, or 2 hours (4 bounce sessions) in infant bouncer mode.

What do the lights mean?

Is Elvie Rise suitable for babies with allergies? 

Right from the outset, Elvie Rise has been designed to put your baby’s safety first - including using super soft premium fabrics that meet international quality standards.

Elvie Rise is not suitable for babies that have known adverse reactions to polyester, spandex or bamboo fiber. If your baby shows signs of an allergic reaction to these fabrics when using Elvie Rise, discontinue use.

We’ve achieved the following certification for Elvie Rise fabrics:

• GREENGUARD Gold - we’ve carefully designed and rigorously tested Elvie Rise to ensure it’s free of 10,000 harmful chemicals that could pollute the air around your baby

How firm is the mattress?

The firm, flat mattress is made up of foam and a water-resistant layer sat on a back board that makes the surface suitable for sleep. It’s topped with a super soft, breathable bamboo-rich padded sheet to provide added comfort for baby.

Can I use the same mattress for a second child?

Please follow the most up-to-date sleep guidelines from your local health authority. For example, The Lullaby Trust advise buying a new mattress for each baby, particularly if using a second-hand sleep product from outside the family home. Their research suggests that reusing second-hand mattresses can cause an increased chance of Sudden Infant Death Syndrome (SIDS).

You should only use an Elvie padded sheet and mattress that are compatible  with Elvie Rise and regularly check it remains firm and flat.

Please also note that Elvie’s voluntary warranty is valid only in the jurisdictions where the Elvie product is authorised to be sold and only applies to purchases from Elvie and its authorized distributors and resellers. 

What accessories can I use with Elvie Rise?

For safety reasons, you should only use accessories intended for use with Elvie Rise.

In the future, we may launch new products which will be rigorously safety tested for use with Elvie Rise. If another part of your Elvie Rise needs replacing, please contact our Customer Care team for support.

How do I get a broken part fixed?

If a part of your Elvie Rise is broken, please contact our Customer Care team who will be happy to assist you with any replacement parts.

In addition to your legal rights, you may be able to claim under the Elvie Rise warranty. For more information, see our Product Warranties page.

Safe sleep guidelines

To reduce the risk of SIDS (Sudden Infant Death Syndrome), we recommend that you always use Elvie Rise in accordance with the most up-to-date sleep guidelines from your local health authority.

For example, the American Association of Pediatrics (AAP) advises caregivers to:

1. Place the baby on his or her back on a firm sleep surface such as a crib or bassinet with a tight-fitting sheet.

2. Avoid use of soft bedding, including crib bumpers, blankets, pillows and soft toys. The crib should be bare.

3. Share a bedroom with parents, but not the same sleeping surface, preferably until the baby turns 1 but at least for the first six months. Room-sharing decreases the risk of SIDS by as much as 50 percent.

4. Avoid baby’s exposure to smoke, alcohol and illicit drugs.

And The Lullaby Trust advises caregivers to:

1. Lie your baby on their back.

2. Keep the sleep space clear.

3. Use a firm, flat, waterproof mattress.

4. Keep your baby smoke-free.

5. Avoid your baby overheating.

6. Sleep your baby in the same room as you for at least the first six months.

Read more from the AAP  and The Lullaby Trust

Has Elvie Rise been tested for Bluetooth emission exposure?

Yes, Elvie Rise conforms to the Radio Equipment Directive 2014/53/EU and part 15 of the FCC rules.

Learn more about our device certification

I can’t pull the harness out when Elvie Rise is in bassinet mode

This is intentional and for your baby’s safety. Elvie Rise is designed to ensure that the harness cannot be left out while baby is in the bassinet in accordance with product regulation and safe sleep guidance. It's advised that baby’s sleep space is always kept clear.

You won’t be able to use the harness until Elvie Rise is returned to newborn or infant bouncer mode.

The harness doesn’t automatically retract when I transition from bassinet to bouncer

The harness should automatically retract as you transition from a bouncer mode to bassinet. If it doesn't retract fully, try gently pushing it into the harness slot, making sure baby's not obstructing it.

You could also practice transitioning from bouncer to bassinet and back again, without baby in.

SootheLoop™️ bouncing isn’t working

This could be for several reasons:

Automatic stop

For safety reason, SootheLoop™️ will stop after 30 minutes of continuous bouncing

Stall detection

Elvie Rise is designed to detect when something is obstructing its movement, and will automatically stop bouncing. Double check there’s nothing nearby that could be triggering this.

Battery issue

If the bounce isn’t stopping after 30 minutes or because of stall detection, there could be an issue with the battery. Please contact our Customer Care team.

Please note that SootheLoop™ bouncing works best when baby is in Elvie Rise.

The harness is not fully retracting

This could be for several reasons:

• When transitioning from bouncer to bassinet mode, ensure the harness straps are not twisted.

• If the buckles are getting stuck during retraction, check the orientation of the buckles, the buttons should be facing inwards.

• Ensure the strap tails near the harness poppers are not interlocking with each other.

• Ensure the poppers on the harness are fastened.

If it doesn't retract fully, try gently pushing it into the harness slot, making sure baby is not obstructing the slot. 

If the issue persists, please contact our Customer Care team.