Frequently Asked Questions
FAQ Topic Areas
Connecting to Sleep Bracelet
I'm trying to start my Sleep Bracelet in MySleep, but it tells me it cannot connect to the bracelet.
- Did you follow all the instructions on the Connecting to the Sleep Bracelet help page?
- Did you put a battery into the Sleep Bracelet? If not, please follow the battery installation instructions.
- Is your IR Bridge connected. If it isn't, MySleep will give you an error. Instructions for connecting the IR Bridge.
- Is your bracelet aligned properly to the bridge (use the alignment guide).
- Please make sure the bracelet isn’t moving while you try to connect. When MySleep does connect to the bracelet, do not touch the bracelet until MySleep is finished.
- If the above steps don't work, then please try to connect to the bracelet to check its status. Do this through “Manage My Account” > “Check Status of Sleep Bracelet”. If this works, please email us the text displayed in the dialog box.
- If you can't connect to check the bracelet's status, then replace the battery and try again.
- If all the above steps fail, please email us for further support. Please include your bracelet's serial number (located on the back of the bracelet).
I'm trying to send my Sleep Bracelet data in for an analysis (i.e. connect to the bracelet to download its data), but MySleep tells me it cannot connect to the bracelet.
Please see the answer above for "I'm trying to start my Sleep Bracelet...".
Should these instructions fail to help you, please email us for support. When you write to us, please include the following information, which will help us solve your issue:
- The best way to contact you (phone, email, etc.) and the number or address
- Your bracelet's serial number (located on the back of the bracelet)
- Your level of knowledge of Windows and computers in general (low, medium, or high)
Sleep Bracelet Questions
I just received my Sleep Bracelet. Now what do I do?
Please see our Start Guide to begin.
How long should I wear the Sleep Bracelet?
You should wear your Sleep Bracelet for seven days. We can create a report from three days of data, but the results will be more helpful to you if you wear it longer.
Can I wear my Sleep Bracelet in the water when I shower, bath, swim, etc.?
You may wear your Sleep Bracelet in the shower, but DO NOT wear it when you swim or take a bath.
Is it ok to take the Sleep Bracelet off for short periods of time?
Generally it is ok to remove your Sleep Bracelet for short periods during the day; however, you should wear the bracelet continuously for seven days, so the less you take it off the better.
How can I tell if my Sleep Bracelet is working?
The Sleep Bracelet's status can be checked using MySleep. Once you log in, choose the button "Check Status of Sleep Bracelet". This will only work if there is a battery in your Sleep Bracelet.
Why do I sometimes see a very faint light blinking on my Sleep Bracelet while I'm wearing it?
This is normal operation when the Sleep Bracelet is recording data. The blinking light is sometimes visible in a a dark room.
Why is there a bright red blinking light on my Sleep Bracelet?
This indicates your Sleep Bracelet is scheduled to start a data recording session at a specific time in the future. This occurs after you start the session in MySleep when you choose the start time to be something other than the default (immediate) start.
I'm done wearing my Sleep Bracelet (after about a week). What do I do now?
Login to the MySleep software program and choose "Get Data from Sleep Bracelet". Follow the onscreen instructions to download the data and submit it for analysis.
MySleep Software Questions
Why do I get the "Cannot Connect to IR Bridge" error in MySleep?
First, make sure that your IR Bridge is connected to a USB port on your computer. If it is connected properly, then re-install the IR Bridge software. Instructions for IR Bridge setup.
My Analysis Credit Code is not being accepted in MySleep.
Please make sure that you have copy-and-pasted the code correctly from the email you received. A code can be used only by the customer who bought it or by someone who was invited to use it by another customer.
How do I login to MySleep?
If you already created an account in MySleep, enter your User ID and password. If not, then click on the "New User?" link on the login screen. Enter the information requested on the form to create your account. Click here for more help.
What is my Service Code?
If you made your purchase directly through Sleep Performance, your code is "SPI". If you made your purchase elsewhere, your merchant should provide one to you.
When I'm installing MySleep, it makes me install the Microsoft .NET framework. Why is this necessary?
The Microsoft .NET framework is a component of Microsoft Windows that allows a number of different applications to function. This is required by MySleep. We apologize for the inconvenience if this installation takes additional time.
Sleep Analysis Questions
I received my Sleep Analysis report. What should I do next?
The Sleep Analysis includes some information as to where to look for more information about treating and managing sleep problems. The Sleep Performance analysts may also provide specific follow-up suggestions when appropriate. If you are concerned after seeing your report, please follow up with your physician and bring your report with you.
How is the analysis performed?
Sleep Performance has expert Sleep Analysts who review the data from your Sleep Bracelet using scientifically validated methods that have been used by numerous organizations, including the United States Department of Transportation (for monitoring fatigue in drivers for public transportation). For more information, please see our Validation page.
What should I do if I've found problems with my report and/or its content?
Please contact us with any concerns about your report and we will happily fix them as needed.
How do I make it so my name doesn't appear on my report?
The front cover of the Sleep Analysis report will display whatever name you enter into the profile in MySleep. If you want your report to be anonymous or contain an alternative name, please change the "First Name" and "Last Name" fields in your profile in MySleep.
I used your system before and received a report. Now I would like a follow up report. What should I do?
Sometimes people will make changes in their sleep habits after seeing their analysis. If you would like another report to see how the impact of these changes, please purchase another Sleep Analysis credit from our online store and follow the instructions you'll receive in the email you receive from us.
Miscellaneous Questions
How do I partner with Sleep Performance or become a re-seller?
For partnership and re-seller information, please email us at info@SleepPerformance.com.