FAQ & Troubleshooting — Diabetes Cooler D1
Why won't the device turn on?+-
① Ensure the USB cable is fully plugged into both the device and the power source.
② Ensure you are using a 5V/2A USB power supply (using the included adapter is recommended).
③ Try testing with a different, functional wall outlet or a powered-on power bank.
④ Press and hold the power button for 3 seconds to turn on the device.
If the issue persists after trying these steps, please contact us, and we will assist you immediately.
Why is the temperature dropping slowly?+-
① Pre-cooling: It is recommended to switch to Level 3 for pre-cooling before use; please allow 20–30 minutes before placing your medication inside.
② Avoid high-temperature environments: Do not place the cooling cup in direct sunlight, inside a sealed vehicle, or near heat sources.
③ Keep air vents clear: Do not block the fan at the top or the heat dissipation vents on the sides. When carrying it in a bag, ensure the vents align with the breathable mesh; poor ventilation reduces cooling efficiency and increases noise.
④ Minimize lid opening: Frequent opening causes cold air loss and affects temperature control.
Can the product continue cooling after the power is cut off?+-
This product does not have a built-in battery and requires a continuous USB power connection to operate. Once power is cut off, the internal temperature will rise to match the ambient temperature.
Can the temperature display be switched between Fahrenheit and Celsius?+-
Yes, you can switch between Fahrenheit and Celsius by simultaneously pressing and holding the increase and decrease buttons.
Why is the fan noise noticeable?+-
During the cooling process, the internal fan must run continuously to dissipate heat, resulting in a slight operating sound. You can reduce the noise by switching to a lower cooling setting after the initial cooling phase.
Can I use a power bank?+-
Yes. We recommend using a power bank with an output of 5V/2A or higher to ensure a stable power supply and optimal cooling performance.
Can I take this on the plane?+-
This product is suitable for carry-on luggage.
As regulations vary by airline and airport security, we recommend checking with your airline before traveling.
If you are carrying prescription medication, it is advisable to bring a doctor's note or the prescription for security inspection purposes.
What should I do if the product arrives damaged?+-
① Do not discard the outer packaging; keep all evidence of the damage intact.
② Take photos or videos of the outer packaging and the damaged product.
③ Contact customer service and provide the photos/videos; we will arrange for a replacement or exchange.
How do I contact support?+-
You can email Diabetes_Care@outlook.com or submit a support request from the after-sales page.