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Patient FAQs

All Care & maintenance Troubleshooting Batteries & power Travel & daily use

1 What maintenance is required?

After power off, unplugging, and removing from the bag, clean the air inlet grille weekly with a soft dry or slightly damp cloth, then dry fully. Wipe the housing with mild detergent and water. Keep liquid out of openings. Do not use alcohol, bleach, chlorine, petroleum-based cleaners, aerosols, or abrasives. Service or replace the filter kit only as directed. Do not open the housing.

2 My POC is hot. What should I do?

Some warmth is normal. Keep the air inlet and outlet open and the air inlet grille clean. Avoid sun, heaters, hot vehicles, enclosed spaces, and heavy fabric. If a temperature or fan alert appears, the unit shuts down, or the heat seems unusual, use backup oxygen if needed and call your provider.

3 My POC will not turn on. What should I check?

Reseat and charge the battery, or insert a charged WeOxy battery. Check the AC adapter and USB-C cable, and use approved power accessories only. The device requires a properly installed battery to operate — the screen may light up with only the AC adapter connected, but the device will not turn on or deliver oxygen. If unresolved, call your provider.

4 I do not feel oxygen. What should I check?

WeOxy is pulse dose, not continuous flow, so a steady airflow will not be felt.

Confirm power and the prescribed setting.

Check cannula connection, placement, kinks, blockage, and damage.

Breathe through your nose and check the breath-detection indicator.

If short of breath or delivery seems interrupted, use backup oxygen and call your physician or provider.

5 I see a low oxygen concentration alert. What should I do?

Allow up to 2 minutes after startup; cold conditions may take longer. Check the air inlet, air outlet, and cannula for blockage or kinks. If the alert continues, a sieve column alert appears, or oxygen delivery seems interrupted, use backup oxygen and contact your provider. Do not service internal parts.

6 My POC is not working. Who should I call?

Call the provider or supplier for unresolved alerts, power failure, no output after checks, charging problems, water exposure, drop damage, service alerts, or a replacement cannula, battery, charger, filter kit, or approved accessory. Do not disassemble the device. For emergencies, contact your physician or call 911.

7 Can I buy extra batteries?

Yes. Ask your provider or designated seller. Use only approved WeOxy batteries: the BA-408 Standard Battery or BA-704 Power Battery. Do not use third-party or unspecified batteries.

8 Is there an external charger?

Yes. The approved external charger is the FC-101. Confirm availability and compatibility with your provider, and use only WeOxy-approved charging accessories.

9 Why is runtime shorter now?

Lithium-ion batteries lose capacity over time. Runtime also depends on setting, age, temperature, storage, charge frequency, and use. Stop using a battery that drains fast, will not charge, leaks, overheats, or appears damaged.

10 How long should a full battery last?

Battery run time depends on the setting, breathing rate, battery age, and operating conditions. The chart below shows estimated run times for new, fully charged WeOxy batteries. Your actual run time may vary.

Flow Setting

BA-408 Standard Battery

BA-704 Power Battery

1

Up to 7:00

Up to 9:00

2

Up to 5:10

Up to 6:30

3

Up to 3:05

Up to 3:55

4

Up to 2:05

Up to 2:40

5

Up to 1:45

Up to 2:15

6

Up to 1:30

Up to 1:45

7 (S)

Up to 1:15

Up to 1:30

S (Summit Mode): high-output setting for elevated oxygen needs — ideal for demanding activities or high-altitude conditions. Not all settings are available on every WeOxy model.

11 How can I extend battery life?

Keep batteries dry, cool, and away from sun, hot vehicles, and extreme temperatures. Do not drop, crush, puncture, burn, or disassemble them. Keep contacts away from metal and use approved chargers and cables only. For storage, keep the battery above 30% charge and complete a full charge/discharge cycle at least once every 90 days.

12 Can I bring WeOxy on an airplane?

Check with your airline first. Bring extra charged batteries for at least 150% of expected travel time, including ground time, security, connections, and delays. Carry spare batteries in carry-on baggage only and protect them from damage and short circuit. Bring the AC power supply for use where external power is available, but do not plan to charge batteries onboard the aircraft.

13 Can I use WeOxy in a car?

Yes. Keep the device upright, secure, and ventilated, and do not block the air inlet or outlet. For longer trips, bring the approved DC car charger and enough battery capacity. Do not leave the device or battery in a hot parked vehicle.

14 Can I sleep with WeOxy?

WeOxy is a pulse dose device and depends on detecting inhalation to deliver oxygen. During sleep, breathing may become shallow or irregular, which may not consistently trigger delivery. If you require overnight oxygen therapy, speak with your physician — they may determine that a continuous flow device is more appropriate for nighttime use. Always follow your physician's prescribed settings and usage plan.

15 Why is my WeOxy setting different from my stationary concentrator setting?

All stationary concentrators provide continuous flow, while WeOxy provides pulse-dose oxygen when it detects inhalation. These settings are not interchangeable. Use only your prescribed WeOxy setting; do not adjust it unless instructed by your clinician.

Business FAQs

1 What are the minimum order requirements?

Minimum order quantities vary by product and account tier. Your account manager will confirm the current thresholds when you request pricing.

2 How do I become an authorized dealer?

Register through the Provider Portal and our team will review your application and get you set up with wholesale access.

3 What payment methods do you accept?

We accept standard business payment methods; specific terms are shared during onboarding.

4 How does warehouse selection affect shipping?

Orders may ship from multiple U.S. warehouses to improve speed, inventory availability, and regional efficiency.

5 What is your return and RMA policy?

No repair, just replacement (DME only): submit an RMA and we ship a fully tested replacement unit with a prepaid return label.

6 How do I track my orders?

Each shipment includes its own tracking number, viewable from your order dashboard in the Provider Portal.

7 Do you offer training or product demonstrations?

Yes — contact our support team to arrange product training or a demonstration for your staff.

8 What warranty coverage do products include?

Up to 5-year device coverage and 2-Year Standard / 3-Year optional sieve bed warranty on the Q5, available to DME providers only.

Still have questions?