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Frequently Asked Questions

  • Please see our full installation guide here.

  • The module turns on as soon as the USB-C power cord is inserted. If the power cord is properly attached, there are two possible problems: 

    • The module is on, but the LED light is too dim to see

    • The module is off

  • To diagnose, first check the app to ensure the brightness is not all the way off.

    • Navigate to the appropriate room number in the Wicked Smart app

    • Increase the brightness by sliding the button shown below to the right
                     

  • If that doesn’t work, try a changing the power source by plugging in a new wall charger and USB-C cable.

  • If nothing above works, please contact your manager or support@wickedsmartteam.com.

 

  • USB-C.

Please contact your manager or support@wickedsmartteam.com.

  • First you need a paper clip!

  • Then, follow the instructions in this video to enter pairing mode or to reboot the module:

  • This could be for two reasons: 

    • Your device does not have alerts configured correctly

    • The pad or module has malfunctioned due to an internet connection, or a hardware issue. 

  • First, check the Wicked Smart app, to determine: 

    • You can find the device on the app 

    • There is a “Wet” icon showing:

  • If those two items are true, it’s likely your notifications aren’t configured for your device. To do so, please ensure notifications are toggled “on” in settings:

  • If you are unable to find the room on the Wicked Smart app, please contact your manager or support@wickedsmartteam.com

  • If you can find the room, the pad is wet, but the icon is “dry” or “detached”, please change the pad, and contact your manager and support@wickedsmartteam.com

  • First make sure the pad isn’t wet on the inside. If it feels damp when squeezed, please place the pad in the dryer until fully dry.

  • After you’ve confirmed there is no moisture on the pad, swap in a new pad and let your manager know about the defective pad. 

  • Disconnect cords from the soiled pad and remove from the bed.

  • Machine wash the pad with laundry detergent on a cool-warm gentle cycle.

  • Use non-chlorine bleach, only, if necessary.

  • Spot treatment spray or sticks to treat the stains may be used; this works best if treated on fresh stains.

  • Maintain that the cords are disconnected from the pad.

  • Low heat tumble dry for at least 60 mintes, the pad may need additional dry time depending on the dryer settings. Check the dampness and repeat.

  • Do not use fabric softeners of any kind.

  • May air dry after machine dry if the pad still feels damp to the touch.

  • If you’re on the care staff, please contact your administrator.

  • If you’re an administrator, please go through the “forgot password” sequence.

 

  • Search “Help” in the search section and open the room title “Help Guide”.

 

  • Ensure the wifi is 2.4 GHz.

  • Ensure you have the correct password for the wifi connection.

  • If you have further issues, please contact your IT administrator.