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REM-Fit Support and FAQ

Below you will find answers to our most common support requests. Click the title to see the answer and if applicable, a video.

Using the included USB cable and charging adapter,plugtheusbcableintothe ZEEQ remote.  While charging you will see a red blinking light on the remote.

 

If you already have a REM-Fit account from your REM-Fit Active, you can use the same credentials to log in to ZEEQ.  If you have forgotten your REM-Fit credentials, you can recover them here: https://rem-fit.co.uk/auth/forgot_password

If you do not have a REM-Fit account, you will be guided through the setup inside of the ZEEQ app.  The ZEEQ app is a free download available for iOS and Android.  You can download the ZEEQ app, as well as all of the REM-Fit apps at https://rem-fit.co.uk/apps

Here is a video on setting up a ZEEQ account:  

You will always find the current ZEEQ instructions in the ZEEQ app (available here: https://rem-fit.co.uk/apps).  

The user manual can also be downloaded here.

When ZEEQ is in 'wake' mode, the LED on the ZEEQ remote will be green.  When ZEEQ is in 'sleep' mode, the LED on the ZEEQ remote will be blue for a few moments before dimming.  You can click the power button on the ZEEQ remote to see the current status of ZEEQ.

TopowertheZEEQ on or off, press and hold the power button until the light changes (on or off).

To adjust the ZEEQ volume click the + or - on the ZEEQ remote 1 time.

To adjust the music track, click the + or - on the ZEEQ remote 2 times quickly.

You can see the battery status of ZEEQ in the ZEEQ app by clicking on the settings (the 3stackedlinesinthetopleft of the app).  Once pressed you will see a battery icon showing the ZEEQ battery status.

You can also check the ZEEQ battery status when you power up your ZEEQ.  The ZEEQ remote will blink white 1 time for each 25% of ZEEQ battery charge.

ZEEQ cannot be used while charging.  If you attempt to charge ZEEQ while in sleep mode you will see red and white blinking on the remote as well as vibrations coming from the pillow.  For your safety NEVER attempt to charge ZEEQ while sleeping on it or listening to music on ZEEQ.

Speaker Mode: 

To enable "speaker mode" press the power button three times in two seconds. LED 2 will turn blue for a moment. 

*The ZEEQ app will automatically turn the speakers on/off in sleep mode. 

Speaker Status: 

To see if the ZEEQ speakers are on, you can press and hold the + and - buttons at the same time for 2 seconds. If the speakers are on, LED 2 will blink blue for a moment. 

*Speaker mode can be enabled for 2 hours at a time.

5-Click Mode

You can use the ZEEQ Remote to start and stop sleep. You must first configure "5-Click" in the ZEEQ app. 

  1. Enable "5-Click" in the ZEEQ app.
  2. Set your default alarm and setting in the ZEEQ app.
  3. Save your settings.  

*This must be done near your ZEEQ

To start and stop sleep from your remote simply press the power button on the remote 5 times. The light on the remote will go from green to blue when entering sleep mode. When waking up, the light will return to green. 

ZEEQ Auto Sleep

When Auto Sleep is enabled, ZEEQ can automatically enter sleep mode when it detects you have come to bed. 

  1. Enable "Auto Sleep" in the ZEEQ app.
  2. Set a "Start Time". This is the time ZEEQ will begin Auto Sleep detection.
  3. Set the Auto Sleep duration window. This is how long after the "Start Time" ZEEQ will detect Auto Sleep.
  4. Set the sensitivity. The higher sensitivity you set, the faster ZEEQ will enter Auto Sleep.
  5. Set your alarm and wake settings.
  6. Save your settings in the ZEEQ app.

*This must be done near your ZEEQ

To start and stop sleep from your remote, simply press the button on the remote 5 times. The light on the remote will go from green to blue when entering sleep mode. When waking up, the light will return to green.

If the music is not playing through ZEEQ, here are some things to try:

Check that ZEEQ is connected to Bluetooth on your phone. In the Bluetooth settings on your phone, look for REM-Audio. If it is not connected, follow the instructions in the ZEEQ app to connect. 

Make sure no other Bluetooth speakers or headsets are connected to your phone while using ZEEQ.

**If you do not see REM-Audio in the Bluetooth settings, you can manually put ZEEQ into speaker mode by quickly tapping the power button on the ZEEQ remote 3 times.  You will see a blue blinking LED while ZEEQ is in pairing mode.

Yes, you can use the ZEEQ app to turn the ZEEQ speakers on, set a timer and select music to listen to. 

You can put ZEEQ into 'speaker mode' and listen to any audio from your phone. Press the power button on ZEEQ 3 times quickly. In a.Momentthesecondled will begin to blink blue. Once it is connected you your phone it will turn solid then fade away.  You can now listen to any audio from your phone and it will play through ZEEQ speakers.

The Snore Alarm button should be enabled in the ZEEQ app (on the home screen) before you begin sleep to react to snoring.

Check the Snore Alarm settings in the ZEEQ app. You may need to adjust the Snore sensitivity in the app.

No, ZEEQ can not & will not function while charging.  Additionally, you should always have at least25% charge before starting a sleep session.

You can set ZEEQ to play the music of your choice to help you fall asleep.  All of this is controlled in the ZEEQ app.

1. Open the ZEEQ app and make sure the 'Music' button is selected on the home page.  (It will be purple when enabled)

2. Press the 'Start Sleep' button.

3. Press the pencil icon in the top right of the upper half of the card to edit your music source and select music tracks.

4. Confirm your sleep timer setting.

5. Press the 'Save' button.  

6. You can now continue toyoursleepsurveyor, you may click the 'back' button and begin your sleep session later.

In the ZEEQappyou can easily edit your sleep settings on the ZEEQ home page.  Click the pencil icon in the bottom section of the home page to see an explanation of each of the ZEEQ Functions.  If there are additional options for any function, you will see a pencil icon for more settings.

In the ZEEQappyou can set and edit any alarms easily.  On the Home Screen, click on the alarm section in the middle of the screen.  From there you can add and edit any of the alarms.

If you want to enable an alarm, press the clock icon on the left - it will be purple when it is active and grey when inactive.

To change any of the alarm settings, simply clickthepencilicon ontherightto view and edit the settings.

If you have a REM-Fit Sleep and Activity Tracker, it's easy to add it to ZEEQ.  Use the same username and password from your REM-Fit Active to set up your ZEEQ account and your REM-Fit Active will automatically be added to the ZEEQ app.  The ZEEQ app will automatically start and stop your REM-Fit Active when you use the ZEEQ app to start and stop your sleep session.

If you want to add a REM-Fit Active to your ZEEQ account, you can do that in the ZEEQ app.  Go to the settings in the ZEEQ app (the 3 stacked lines in the top left of the app screen) and select ZEEQ Settings.  From there select REM-Fit Active Settings.  Next, click on the Find icon and follow the prompts to associate your REM-Fit Active with ZEEQ.

ZEEQ can be adjusted to create the perfect feel for you.  To adjust ZEEQ follow these steps:

1. Unzip the ZEEQ pillowcase

2. Unzip the side of the ZEEQ pillow

3. You should now see 2 more zippers.  Each of those leads to a 'bladder' that is full of ZEEQ stuffing.  One for each side of ZEEQ.  Remove (or add) filling until ZEEQ is the perfect feel for you.  We recommend removing or adding the same amount to each bladder.

Enjoy your perfectly customized ZEEQ!

If when you wake up and you expect to 'Stop Sleep' in the ZEEQ app, but the 'Start Sleep' button is showing here are a few things to note and/or try:

  1. If you overslept and had an alarm set, your ZEEQ may have exited sleep mode.  Simply refresh the screen by pulling down on the Home Screen to refresh the app.  This will force the ZEEQ to manually sync.  After this is complete you should be able to view your data from the night before.  If there was no data it is possible that ZEEQ was not put into sleep mode from the night before.

  1. Sometimes the ZEEQ app needs to be restarted.  Simply close the ZEEQ app and reopen it.  When the app is reopened that will trigger a sync with your ZEEQ pillow.  

  1. If you use 5-click or Auto Sleep to put ZEEQ into Sleep mode, it may take a few seconds for the app to register that when you open it after you wake up.  In this case, please either pull down to refresh the screen or restart the app to trigger a sync with the ZEEQ pillow.

If you don't see sleep data after pressing 'Stop Sleep', on the Home screen, pull down the screen to refresh the app and pull last night's sleep data.  You must be in range of ZEEQ for this to function.

When new firmware is available for ZEEQ, the app will notify you with a message. 

If you would like to update the firmware manually, you can go into the ZEEQ Settings in the ZEEQ app and click on ZEEQ Settings.  You will see a page with a bunch of ZEEQ device information.  Under the 'Device Firmware Version' heading, click the 'Update' button to begin a firmware update.

*We only recommend doing a firmware update when prompted by the app or when suggest by sales@rem-fit.co.uk

If you feel that ZEEQ is vibrating when you move this could be caused by the noise of your pillow case while moving or other noises that ZEEQ is picking up while you are tossing and turning.  

You can adjust the sensitivity of the ZEEQ snore alarm in the ZEEQ app under ZEEQ Settings > Snore Alarm Settings.  Try moving the snore sensitivity to a higher Decibel (db) value.

 

The ZEEQ is covered by 1 year Warranty against manufacturing defects.  If your ZEEQ is not functioning properly, please contact sales@rem-fit.co.uk so we can assist you.

If you would like to return an unopened ZEEQ product, please contact sales@rem-fit.co.uk so we can get you return authorization letter.

 

If the volume coming from ZEEQ is too high or too low, you can adjust it in two ways.  You can use the wired remote on your ZEEQ to adjust the volume as well as using the volume on your phone. 

Please note, if the volume on your phone is turned down very low or on mute, you will NOT hear music coming form ZEEQ.  Please make sure that you adjust the volume on your phone if you the volume seems too low on your ZEEQ.

We offer a 100-night trial on all mattresses to give you the chance to test your purchase in the comfort of your own home and actually sleep on it. We do require that mattresses must be used for a minimum of 30 nights before a free return can be requested, any return requests before the initial 30 days will only be accepted where the mattress has not been unpackaged and used. 

We collect the mattresses for free and then issue a full refund back to you, making shopping with REM-Fit 100% risk free!

No, we donate 100% of our returned mattresses to the British Heart Foundation. We also collect the mattresses for free and then issue a full refund back to you, making shopping with REM-Fit 100% risk free!

Contact our Customer Services department to confirm that you would like to return your mattress. You will then be contacted by the British Heart Foundation within 72 hours to arrange a collection time – Full terms & conditions here.

Before you return or exchange your items, please see if we can help troubleshoot any issues you may have.  We have online chat available Monday to Friday from 8:00 AM to 12:00 AM Saturday - Sunday 9:00 AM to 12:00 AM as well as email support at info@rem-fit.co.uk. Additionally, our FAQ and Support pages have many videos and tutorials that may be of help.  However, if you need to return or exchange a REM-Fit product, here are the instructions:
 
100 nightsleeptrialreturns - please refer to this guide - click here
 
For all returns or exchanges, you must have the packaging and a receipt, the condition of the item must still be 'new'.  Mail back the items to:
 
REM-Fit 
Pointbid Logistics
Unit 16, 
Junction 6 Industrial Estate,
Electric Avenue,
Birmingham
B67JJ
 
Be sure to include a letter stating the reason for the return or exchange. We recommend shipping with a tracking number so you can confirm we received the device.  Once your refund has been approved, you will receive your refund in 2-4 weeks (usually much sooner though).
 

DELIVERY


 

Next Day Delivery to UK is FREE as standard – with the exception of:
 

  • Scottish Highlands

  • Scottish Islands

  • Northern Ireland

  • Rep Ireland

  • Isle Of Wight

  • Isle of Man

  • Scilly Isles

  • Chanel Island

  • All UK Islands

 

Please use the delivery calculator in the basket page for delivery costs to these areas.

 

Where purchases are made on a working day before1pm, deliveries will be made the next working day. Orders placed on a Saturday or Sunday will be delivered the following Tuesday. If you would like a specific delivery date, please state this date in the 'deliverycomments'boxatthecheckoutpage.

 

Delivery Service:

 

Items will be delivered to your front door.
Delivery is between 8:30 – 17:30 Monday to Friday.
Delivery will take place to the address provided at the time of purchase, though dates and addresses may be changed where prior agreement has been obtained from REM-Fit.
 
Where an order consists of more than one product, all products must be delivered to the same address.

 

Optional Extras:

 

Pre 12pmnext day delivery £10 (postcode dependant – use delivery calculator)
Saturday morning delivery £30 (postcode dependant- use delivery calculator)

yes!

We believe in the superior quality of our mattresses, which is why we provide a 10-Year Guarantee for our 400 model and 15 years for our 500 models.

This guarantee is provided at no extra cost and in addition to consumer rights granted by law. Our guarantee is offered in accordance with the following terms and conditions.

Our 10/15-year guarantee extends to all REM-Fit mattresses purchased as new from authorised retailers, commencing on the date of delivery. To qualify for the guarantee, all mattresses must be set up on a supportive base or foundation, substantial enough to support the mattress and all occupants. In the event that a replacement product is provided, the original guarantee will still apply, i.e. the guarantee for the replacement commences on the date of the delivery or the original mattress.

Where a replacement product is of higher value than the original, the customer must pay the difference. Please note that only the original purchaser of the original product may make a replacement claim.

 

What does the guarantee cover?

 

  • Only indentations greater than 1 inch, notassociatedwithimproper use or unsupportive base, will be accepted as a valid claim.

  • Where there are physical flaws in the craftsmanship of the cover, including the seams and zipper assembly, REM-Fit may, at its own discretion, repair or replace the cover with a style of cover available for the product at that time. This cover may be different to the style of cover originally purchased.

  • Any physical flaw in the mattress causing the foam tosplitorcrack,providedthatthe mattress has not been handled improperly.

 

What doesn't the guarantee cover?

 

Should any issue arise which is not covered in the above section, it will not be covered by our guarantee. The following list demonstrates what is not covered;

  • A typical increase in the softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.

  • Comfort preference.

  • Abnormal use oranyotherusagethannormaldomestic use.

  • Physical damage to the mattress, including but not limited to; burns, cuts, liquid damage, stains, soiling or tears.

  • Products sold by re-sellers who are not authorised retailers of REM-Fit products.

  • Any mattress sold "as-is", "pre-conditioned", "used", "comfort-return", "returned", "previously owned" or any other similar wording, indicating that the mattress is not "new" or of "first quality", or has previously been purchased or used by someone else.

 

Where the guarantee claim is accepted, we will:

 

  • At our discretion, either repair the defective mattress or replace it with the same or a comparable mattress.

  • Cover the cost of repairs, spare parts, labour, travel, postage and delivery.

  • Ship the repaired or replaced mattress back to the customer.

 

Where the guarantee claim is not accepted, we will:

 

Either return the mattress to the customer (at their cost) or dispose of the mattress (also at the customer's cost).

 

What to do if you have a valid claim:

 

If your mattress is covered by the guarantee and you would like to replace it, please contact our Customer Service by email or by phone.

 

REM-Fit mattresses are no ordinary mattresses - we take sleep and recovery very seriously, listen closely.

Engineered with 6 layers of comfort and support, the REM-Fit Cool Gel Hybrid mattresses feature: 

-        A deep layer of Cool Gel Infused Memory foam to regulate your temperature and keep you cool throughout the night.

-        Adaptive mediflex foam for pressure relieving comfort for lower and upper back support.

-        1,000 (2000 in the 500 models) individually pocketed interactive springs, eliminating roll together whilst producing a perfectly balanced tension.

-        Wide side support walls to deliver total edge-to-edge support.

-         Strengthened with a base layer core to provide the foundations for a great night's sleep.

-        The sleep surface is knitted using our exclusive Thermoregulating Re-Ax fibre cover for comfort and breathability.

These sophisticated hybrid features combined with the Sleep tracker technology, help intensify your recovery, giving you more power and energy to tackle your day. 

With a 10/15-year mattress guarantee, a 100-night mattress sleep trial and next day delivery, you can take control of your sleep with a REM-Fit mattress today!

The REM-Fit 400 is classified as a ‘dynamic’ tension mattress and is suitable for all shapes, sizes and sleeping positions and will perform perfectly up to a maximum combined weight of 36 stone (for increased weight capacity please see our 500 models).

The top two layers of the mattress are made up of cool-gel infused memory foam. Combined, these two layers provide a sumptuous feel, preventing pressure build-up occurring around your shoulders and hips. The next layer in the mattress is made up of 1000 individual 14cm high encapsulated pocket springs, providing zoned support and comfort. As each of the springs is independent of the next spring they effectively isolate partner movement helping you sleep soundly throughout the night without disturbance.

The REM-Fit 500 is classified as a 'contoured feel' mattress and is suitable for all shapes, sizes and sleeping positions. This is a perfect choice for sleepers who like a body contouring, luxurious 'melt-into' feel mattress.

The top two layers of the mattress are generously made up of cool-gel infused memory foam. Combined with 2000 encapsulated and interactive pocket springs, the end result is a body contouring mattress, providing precise support and sumptuous comfort tailored to your body's shape and sleeping position. In total there are 6 advanced layers of comfort inside the REM-Fit 500 mattress.

The 500 Ortho model is a next-generation orthopaedic mattress and is designed to deliver the precise support and firm tension synonymous with an orthopaedic mattress, but, without causing pressure-point build up around the bonier parts of the body such as the shoulders, hips and knees. 

The balance between support and comfort has been perfectly executed by the precise tension of the 2000 individual pocket springs, combined with just the right amount (70mm) of cool-gel infused memory foam. The end result is a perfectly balanced tension of firm-support and supreme comfort. From back conditions to joint pain, the Sleep 500 Ortho mattress is designed to aid and improve the well-being of pain sufferers and will support a combined weight of up to 50 stone for a guaranteed 15-years!

The mattress depth is 25cm for all models.

Yes, the 400 mattress comes with a 10-year guarantee and the 500 models come with a 15-year guarantee. Full terms and conditions of guarantee can be found with this link

We wanted to make delivery as fast and as convenient as possible.  as cost effective as possible. Not only does the box look great but we can deliver for *free with a next day delivery service. 

Absolutely not. The REM-Fit mattresses are designed to be mechanically rolled and boxed for delivery. Once unrolled the mattress will not go back in the box - no matter how strong you are!

There is no reason why you would need to keep the box, but if you love it as much as we do, you can certainly keep it for longer. 

No, not even if you are incredibly strong! Once unboxed and unrolled, you will not be able to roll the REM-Fit mattresses back into the box.

As soon as it is unboxed, you can sleep on a REM-Fit mattress. It takes about 2 hours for it to settle to its full height.

Open one end of the box and slide your REM-Fit mattress out of it. You will find in the box a purple bag that contains a small cutting device. Simply and carefully slice the outer plastic layer. The mattress will then proceed to unroll. Being carfefull once more, now slice and remove the final plastic layer, the mattress will now begin to rapidly expand - ready for some deep resting! 

Accurately recording awake time, light sleep, mid-sleep and deep sleep as well as your movements throughout the night, the REM-Fit sleep monitoring system allows you to get a deeper understanding of your sleep patterns so that you can adjust and improve your rest. 
Most importantly, the REM-Fit Sleep Monitor accurately records your heart and respiratory rates and records them in the REM-Fit Sleep App, giving you a detailed insight into your sleep.

Incorporating a state-of-the-art sleep system such as REM-Fit Sleep Monitor into your routine will provide detailed insight into your sleep cycles, providing you with accurate measurements which allow you to identify adjustments to improve your rest. 

Using the free REM-Fit Sleep Monitor app (available at rem-fit.co.uk/apps) for iPhone or android, you can create your account in a few easy steps.  

 

  1. In the REM-Fit Sleep Monitor app click the 'Register' button

  2. Enter your preferred email address and pick a password

  3. Enter your personal information

  4. Link your REM-Fit Sleep Monitor device by clicking the button on the 'Find Device' page and following the prompts

  5. Optional: Setup your Automatic Monitoring (this allows the REM-Fit Sleep Monitor to start nightly automatically)

Your REM-Fit Sleep Monitor is now ready to use.  Just click the 'Start Sleep' button when you are in bed and ready to sleep.  Don't forget to open your app click 'Wake up' in the morning so you can see your REM-Fit Sleep Monitor stats and Sleep Score.

For now, the REM-Fit Active and the REM-Fit Sleep Monitor use different accounts, so you will need to create a new account for the REM-Fit Sleep Monitor if you have a REM-Fit Active account. 

 

Inthefuturewehope to have one account for all of our devices.

Your REM-Fit Sleep Monitor can track your Heart Rate, Respiratory Rate and your Sleep Stages/Motion.  Y

 

ou can see the results each night in the free REM-Fit Sleep Monitor app available at rem-fit.co.uk/apps

In the REM-Fit Sleep Monitor app, if you tap on your Sleep Score, you will be taken to a page that shows you all the factors that contributed to your score. 

 

You can also make notes about your day so you have a record of your sleep.

The REM-Fit Sleep Monitor is compatible with iPhones running iOS 8.1 or later and Android phones running version 4.3 (with BLE) or better.

When properly placed on your mattress, the REM-Fit Sleep Monitor is incredibly accurate.  Inourtestsitis nearly as accurate (98-100% as accurate) as medical grade heart and respiratory monitors.

While the REM-Fit Sleep Monitor is incredibly accurate, it is NOT a medical device.  Any information provided by the REM-Fit Sleep Monitor app should be considered as 'informational' and not used to make medical decisions. 

 

Many users have used the data from their REM-Fit Sleep Monitor to share with medical professionals, but any decisions on your health and well being should be made with a medical professional.

In the REM-Fit Active App, click on the "Settings Menu" icon in the top left of the screen (it looks like 3 stacked lines).  Scroll down to "Settings" then click the "Goals" tab.  You can set all of your personal goals here.  The REM-Fit Active App will use this information to display the progress to your chosen target weight.

Most fitness trackers currently on the market focus on how many steps you take in a day, the distance you travelled and the calories you burned.  At REM-Fit, we believe that an active and healthy lifestyle isn't only about steps, but how active you are being and how much quality sleep you can get.  To that end we created the REM-Fit Active Sleep and Activity tracker featuring our exclusive ActivePoints, SleepPoints and the 360 LifeScore.  

 

ActivePoints 

Earning ActivePoints is our way of showing you how active you are in a given day. It counts not just steps taken, but the intensity of your activity.  For example, two people may get 10,000 steps in a day but have two very different ActivePoints totals.   A person who achieves 10,000 steps by taking short, leisurely walks throughout the day, would have a lower ActivePoints score than a person who takes 10,000 steps by taking a long brisk walk, a jog or a run.  The more sustained activity you have, the higher your ActivePoints will be. For most users, one hour of brisk exercise a day will earn 300-400 ActivePoints.

You can track your ActivePoints in the REM-Fit Active App and on the REM-Fit Active device.  In the App you can also view your last 7 days of ActivePoints on a chart so you can see how you are doing for the week.

Additionally, you can add your friends and create groups of friends to challenge them on their weekly ActivePoint totals.  Add friends and create groups on the rem-fit.co.uk website.

 

SleepPoints 

Earning SleepPoints is our way of showing you how well you sleep at night.  SleepPoints are earned based on how much movement the REM-Fit Active detects while you sleep as well as how long you were asleep.  Your sleep is broken down into 4 types: REM Sleep, Deep Sleep, Light Sleep and Awake. Our exclusive SleepPoints equation will assign you a number based on how well you slept. For most users, 300-400 SleepPoints indicates a good night's sleep.

You can only earn SleepPoints by putting your REM-Fit Active into 'Sleep Mode'.   In the REM-Fit Active App, click on the "Sleep" icon on the bottom of the screen (or click on "Sleep" in the settings), and enable "Sleep Mode."  Do this right before you go to bed.  When you wake up, simply return to the app and end "Sleep Mode." The app will show you the time slept in REM, Deep and Light sleep, a chart of your sleep patterns, and the number of SleepPoints earned.

 

360 LifeScore 

Your REM-Fit 360 LifeScore is a way for you to try to achieve a great balance of healthy sleep and an active lifestyle.  The score is a combination of your SleepPoints and ActivePoints.  You will not be able to achieve a score of 360 without having both ActivePoints and SleepPoints.  While you can get more than 360 ActivePoints or SleepPoints in a day, the REM-Fit 360 LifeScore tops at 360.  Because if you have a good night's sleep and an active day, you will have had a well rounded day.  Well rounded - 360° - Get it?  :)

Challenge yourself to get a full REM-Fit  360 LifeScore every day!

In the REM-Fit Active App, click on the "Settings Menu" icon in the top left of the screen (it looks like 3 stacked lines).  Scroll down to the "Settings" then the "Account" tab and select it.  You can change all of your personal data here.  Be sure to press the "Save" button when you are done.

Earning ActivePoints is our way of showing you how active you are in a given day. It counts not just steps taken, but the intensity of your activity. Forexampletwopeople may get 10,000 steps in a day, but have two very different ActivePoints totals.   A person who achieves 10,000 steps by taking short, leisurely walks throughout the day, would have a lower ActivePoints score than a person who takes 10,000 steps by taking a long brisk walk, a jog or a run.  The more sustained activity you have, the higher your ActivePoints will be. For most users, one hour of brisk exercise a day,willearn300-400 ActivePoints.

You can track your ActivePoints in the REM-Fit Active App and on the REM-Fit Active device.  IntheAppyoucan also view your last 7 days of ActivePoints on a chart so you can see how you are doing for the week.

Earning SleepPoints is our way of showing you how well you sleep at night.  SleepPoints are earned based on how much movement the REM-Fit Active detects while you sleep as well as how long you were asleep.  Your sleep is broken down into 4 types: REM Sleep, Deep Sleep, Light Sleep and Awake. Our exclusive SleepPoints equation will assign you a number based on how well you slept. For most users, 300-400 SleepPoints indicates a good night's sleep.

You can only earn SleepPoints by putting your REM-Fit Active into 'Sleep Mode'.   In the REM-Fit Active App, click on the "Sleep" icon on the bottom of the screen (or click on "Sleep" in the settings), and enable "Sleep Mode."] Do this right before you go to bed.  When you wake up, simply return to the app and end "Sleep Mode." The app will show you the time slept in REM, Deep and Light sleep, a chart of your sleep patterns, and the number of SleepPoints earned.

Your REM-Fit 360 LifeScore is a way for you to try to achieve a great balance of healthy sleep and an active lifestyle.  The score is a combination of your SleepPoints and ActivePoints.  You will not be able to achieve a score of 360 without having both ActivePoints and SleepPoints.  While you can get more than 360 ActivePoints or SleepPoints in a day, the REM-Fit 360 LifeScore tops at 360.  Because if you have a good night's sleep and an active day, you will have had a well rounded day.  Well Rounded - 

360° - Get it?  :)

Challenge yourself to get a full REM-Fit 360 LifeScoreeveryday!

To active sleep mode and begin earning SleepPoints, follow these simple steps:

  1. Go to the SleepPoints page
  2. Make sure you REM-Fit Active is charged and securely in the wrist band.  
  3. Click on the Start button in the top window to change your REM-Fit Active from Active Mode to Sleep Mode.  A timer will begin counting your sleep time.  You will see your REM-Fit Active is showing blue lights when tapped on.
  4. Sleep
  5. Upon waking up, click the Stop button in the top window to change from Sleep Mode to Active Mode
  6. The REM-Fit Active will send your sleep data to the server
  7. The REM-Fit Active servers will send your sleep results back to the REM-Fit Active app and display a graph of your sleep, your SleepPoints and a breakdown of the time spent in each sleep class.

To create your REM-Fit Active account please follow the steps below:

  1. Download the REM-Fit Active app
    • iPhone:       rem-fit.co.uk/iphone
    • Android:    rem-fit.co.uk/android
  2. Open the app and click the SignUp button
  3. Enter all of your personal details on the next 3 pages
  4. Connect your REM-Fit Active device with your account
    • Click the 'Find'button to deachfor REM-Fit Active devices
    • Select your REM-Fit Active device from the list
    • Press the 'Sync' button when prompted
    • If the sync doesn't complete the first time, simply press the sync button again
  5. The REM-Fit Active app will go to the ActivePoints page and sync one more time
  6. You will see an overlay that explains the features of the app.  Tap to clear the overlay
  7. Enjoy your new REM-Fit Active!

In the REM-Fit Active App, click on the "Settings"iconinthetopleft of the screen (it looks like 3 stacked lines).  Scroll down to the "Goals" tab and select it.  You can set all of your personal goals here.  The REM-Fit Active App will display your progress toward achieving each goal.  Additionally, your REM-Fit Active will vibrate when you hit your 'Steps' goal each day. Be sure to press the "Save" button when you are done adjusting your goals.

Using your personal information that you supplied when you created your account, the REM-Fit Active will calculate your calories burned based on your age, weight, height and activity.  Make sure to update your information with any changes. 

To change your personal settings: In the REM-Fit Active App, click on the "Settings"iconinthetopleft of the screen (it looks like 3 stacked lines).  Scroll down to the "Settings" tab, then select the "Account" tab.  You can change all of your personal data here.  Be sure to press the "Save" button when you are done.

There are two likely reasons a REM-Fit Active may not turn on:

REM-Fit Active is asleep.  Your REM-Fit Active was shipped from our facility in a hibernated state to conserve battery and allow you to use it right out of the box.  To "wake" it up, simply tap and hold the screen (onthe the side closest to the two copper charging pins) for 10-20 seconds. When you see the REM-Fit Active logo on the REM-Fit Active 200, or the 3 LED lights begin to blink on the REM-Fit Active 100, your device is ready to use.

Battery drained.  Your REM-Fit Active may need to be recharged.  Using the included USB charger, recharge your REM-Fit Active for 8-10 hours.  You will see a filling animation on the screen (or the 3 red LED lights will blink on the REM-Fit Active 100) while it is charging.  Once charged, the battery icon will be full.

If neither of those options seemed to fix the issue, please contact us.

Your REM-Fit Active resets SleepPoints to 0 (zero) each day at noon.  Don't worry - you didn't lose any SleepPoints.  Any SleepPoints earned before noon will be added to last night's total, and all SleepPoints earned afternoon will be added to your total for the coming night.

Here are some tips to try if you are having issues syncing your REM-Fit Active with the REM-Fit Active App:

REM-Fit Active is too far away.  Your REM-Fit Active needs to be within 10-30 feet of the phone you are syncing with.  Please make sure your REM-Fit Active is close by.

Battery is low.  If your REM-Fit Active is nearly empty, you may not be able to sync.  Make sure you have sufficient charge in the REM-Fit Active.

Wireless services may not be on.  Make sure you have a good data connection (Wi-Fi, 3G, LTE, etc.) and that bluetooth is turned on on your phone.

Re-pair the REM-Fit Active.  Your REM-Fit Active App may have "forgotten" your REM-Fit Active device.  If this happens, open the REM-Fit Active App, click on the "Settings"iconin the top left of the screen (it looks like 3 stacked lines).   Scroll down to the "Device Settings" tab and select it.  Once there, click on the "Find" button.  Then, select your REM-Fit Active from the device list.  Follow the prompts to pair your REM-Fit Active App with your REM-Fit Active device.

Are you using a new phone or operating system?  Sometimes when you switch or upgrade phones (or have an operating system update on the phone), the REM-Fit Active may need to be re-paired with the App.  If this happens, open the REM-Fit Active App, click on the "Settings"iconin the top left of the screen (it looks like 3 stacked lines).   Scroll down to the "Device Settings" tab and select it.  Once there, click on the "Find" button.  Then, select your REM-Fit Active from the device list.  Follow the prompts to pair your REM-Fit Active App with your REM-Fit Active device.

Your REM-Fit Active will automatically set the date and time each time you sync the device to match the date and time on your phone.  If you want to 'force' an update of the date and time, you can click the Settings Menu (the three stacked lines in the top left corner of the app) and select "Settings" then "Date, Time & Alarm" to access the date and time menu.

You can set an alarm on your REM-Fit Active that will cause your REM-Fit Active to vibrate at a specific time.  To set the alarm, follow these steps:

  1. Go to the Settings Menu (the three stacked lines in the top left of the screen)
  2. Scroll "Settings" then to "Date, Time and Alarm"
  3. Tap one of the available alarms to change it's settings
  4. Chose the time and days of the week the alarm will activate
  5. Enable the alarm by clicking the slider
  6. Click Save
  7. You will get a confirmation after the alarm is sent to the REM-Fit Active

 

Depending on the version of REM-Fit Active you have, you will operate it a bit differently.

REM-Fit Active 100  (LED lights on the display)

The lights of the REM-Fit Active 100 will change based on the information it is giving you.  Tap the device 3 times quickly to see your goal progress.  Press and hold the display for 3 seconds to see the battery status.

  • Charging: Red lights roll across the display
  • Battery Status: 1 solid red light for each ? of battery remaining
  • Low Battery: Red lights blink 10 times every 30 minutes
  • Switching to SleepPoints mode: 3 blue lights for 5 seconds
  • Switching to ActivePoints mode: 3 green lights for 5 seconds
  • Goal Progress: 1 blinking green light for each ? of your goal reached
  • Goal Achieved: Device vibrates and flashes many different colored lights for 3-5 seconds
  • Communication with device: 3 blinking blue lights for 3 seconds
  • Alarm: 3 green lights flash for 3 seconds, plus the device will vibrate

For best results, a simple press on the left side of the screen will cycle through the screens.  Tapping is less effective than a press on the screen.

ActivePoints are earned by having sustained motion.  Walking for  60 minutes straight will earn active points, while walking for only 5 minutes may not.  Also, the more intense the motion, the more ActivePoints you will get.

SleepPoints are earned based on the quality of sleep you get and for how long you slept.  Your REM-Fit Active will analyze your motion throughout the night and assign you a score based on how well you slept. 

There are two ways to sync your REM-Fit Active.

1. Auto Sync - If you opening the app (either for the first time or after closing it), the REM-Fit Active app will automatically sync.  

2. Manual Sync - Click the settings (the 3 stacked lines in the top left of the screen).  You will see an icon of two arrows in a circle.  Click that to initiate a sync at any time.  Additionally, when on any of the main cards (ActivePoints, SleepPoints , etc.) you can pull the card down and a sync will be initiated.

If you have a new or upgraded device, you will need to associate your new REM-Fit Active with your existing account.  You will pair the device inside the REM-Fit Active app.  Here is how you do that:

  1. Sign in to the REM-Fit Active app with your existing username and password
  2. Click the settings menu button (the 3 stacked lines in the top left of the screen)
  3. Select "Settings" then "Device Settings" from the menu
  4. Click on the Find button (the magnifying glass icon)
  5. Select your REM-Fit Active from the list
  6. When prompted, click the Sync button.

Once complete, your new REM-Fit Active will now be associated with your account.

There are two basic ways to move around the REM-Fit Active apps.

1. Cards - Each of the main metrics of the REM-Fit Active (ActivePoints, SleepPoints, steps, etc.) have their own 'card' showing their information.  You can slide the cards left and right to chose one.  You can also tap the dots on the bottom of the screen to navigate directly to a specific card.

2. Settings Menu - The settings menu (the three stacked lines in the top left of the screen) can access all the pages from the Tab Menu, plus some additional options.  Click the Settings Menu button to see the list and scroll up and down to view all of your options  Once the desired page is located, tap it to navigate to that page.

Medals are our way of givingyourahigh-five for your achievements in a day, over a month and in your lifetime.  Medals are broken up into three categories: Daily, Weekly and Lifetime.

Daily - Daily medals are earned each day you hit certain milestones.  You can view all of your Daily medals on the Medals page in the REM-Fit Active app (or on your dashboard on rem-fit.co.uk).  Each day you unlock a medal, it will be shown in the app.  You will see the medals you earned today on the page as you earn them.  Additionally, you can also see all the medals you have ever unlocked by tapping on the Earned & AvailableMedals button.  

Weekly - Did you walk the equivalent of a marathon in a week?  You get a medal for that!  

Lifetime - Making a daily commitment to being active is a big deal.  As you rack up the ActivePoints and distance, you can earn Medals for those milestones as well.

If you would like to share your stats and view yourfriendsstats, be sure to add them as friends in the REM-Fit Active app.

1. Click on the settings menu (the three stacked lines in the top left corner of the screen)

2. Scroll down to 'friends' and tap it

3. Click the '+' icon in the top right to add a friend.  

4. If you have any friend requests pending, you will see them here.  Accept or decline them from here.

Yes, you can see data from the last 7 days, monthly or yearly data.  Here's how:

  1. 7 Days data - You can see the last 7 days data on the bottom chart on most pages in the REM-Fit Active app.  Additionally, you can scroll through the last 7 days by using the buttons in the top window on either side of the date.
  2. Monthly Data - To view your monthly totals, click on the chart on the bottom of a page and the page will flip over to reveal monthly and yearly buttons.  Click on the Month button to view monthly statistics.
  3. Yearly Data - To view your yearly totals, click on the chart on the bottom of a page and the page will flip over to reveal monthly and yearly buttons.  Click on the Yearly button to view monthly statistics.

You are able to share your ActivePoints, SleepPoints, steps, distance, calories burned and more using the REM-Fit Active apps.  You can share via facebook, twitter and even email.  By using the Share icon in the top right of the page, you can share the current days data with whatever audience you choose.  We love it when people share their successes!

If you would like to logout of your REM-Fit Active app, simply go to the settings menu (the 3 stacked lines in the top left of the screen), scroll down to logout and follow the prompts.

You will need your username and password to log back in once logged out, so please be sure to note them.

If you forget your password, you can reset it here: https://rem-fit.co.uk/auth/forgot_password

If the REM-Fit Active loses the connection with the app, the app my freeze during the sync.  There are many reasons this could happen: you received in an incoming phone call, your Bluetooth connection momentarily dropped, etc.  

If this happens, simply close the app and restart it.  You should be able to sync normally again.

Your REM-Fit Active was shipped from our facility in a hibernated state to conserve battery and allow you to use it right out of the box.  To "wake" it up, simply put the REM-Fit Active into the USB charger and plug it into any powered USB port. When you see the REM-Fit Active logo (or the lights beginning to blink on the REM-Fit Active 100), your device is ready to use.

rem-fit.co.uk not only let's you view your user data, but also let's you download it.  If you would like a copy of a chart or to download a .csv file of your results, follow these steps:

1. Log in to rem-fit.co.uk with your username and password.  ( Forgot it?  Click here: https://rem-fit.co.uk/auth/forgot_password )

2. From the Dashboard (the default screen after you log in) scroll down to the charts.

3. Choose the date range (Today, Weekly, Monthly or Custom) on the left. Note, if you select a custom date range you are limited to 31 days.  More than that will result in an error.

4. Choose the data type (ActivePoints, SleepPoints, 360 LifeScore, steps, etc.) on the right.  

5. Once you have made your selections, the data will refresh.

6. If you would like to save your chart or export your data, click the settings (the three stacked lines in the top right of the graph) and select the format you would like to save.

If you are experiencing issues logging into the REM-Fit Active app after a recent update, or with app crashes, you may need to re-install the app.

 

1. Delete the REM-Fit Active app from your device.

     Delete items from an iPhone: https://support.apple.com/en-us/HT204343

     Delete Android apps: https://support.google.com/googleplay/answer/2521768?source=gsearch

 

2. Reboot your iPhone or Android phone.  

     Reboot an iPhone: https://support.apple.com/en-us/HT201559  

     Reboot an Android:  http://www.ehow.com/how_11399531_reboot-android.html

 

3. Reinstall the REM-Fit Active app.  

     Go to  rem-fit.co.uk/apps from your phone to get the latest version of the app.

 

4. Once the app has be re-installed you can sign in with your username and password and you should be back up and running.

 

 

If you forgot your password and/or username, try this for help: https://rem-fit.co.uk/auth/forgot_password 

WARNING:  Before attempting a Firmware Update, please contact rem-fit.co.uk chat support.  Most devices ship with the most current firmware so there is no need to upate the firmware unless the app requests that you do so.

New features added to the REM-Fit Active app or device may require a REM-Fit Active device Firmware Update.  You can update the firmware on iOS devices using the instructions below.  Unfortunately, Android users are not able to update the firmware using an Android phone.  Android users will need to use a friend's iPhone and the REM-Fit Active app to complete the process.

Before you being the firmware update process you will want to make sure your REM-Fit Active device is fully charged.  The process will take about 5-10 minutes to complete.  We recommend reading all of the instructions BEFORE you attempt the firmware update (you can also watch the video at the bottom of this FAQ).  Additionally, it is best to do a firmware update first thing in the morning (right after you finish sleeping) as you will lose all the data from the current day.  Be sure to sync your REM-Fit Active BEFORE beginning this process.

Step 1:  Open the REM-Fit Active app.  If you are using a friend's device for the update, be sure to log in with your username and password.

Step 2:  Go to the REM-Fit Active Settings (click the 3 stacked lines in the top left corner of the app) and, sync your device by clicking the 'sync' button.

Step 3:  Return to the REM-Fit Active Settings, and scroll to 'Device Settings.'

Step 4:  Press the 'Firmware Update' button

Step 5:  Update the firmware.  This is a 4 step process:

      Firmware Update Step 1: Click the 'Select Device' button in Step 1 of the instructions and select your REM-Fit Active device from the list.  If you see more than one REM-Fit Active, you will need to make sure you are at least 30 feet away from other REM-Fit Active users in the area and try again.

      Firmware Update Step 2: Put the REM-Fit Active into update mode.  Click the 'Enter Upgrade Mode' button and wait for your REM-Fit Active device to say 'Tap to Update FW'.  As soon as you see that tap the REM-Fit Active device until the screen will no longer illuminate.  You will only have 3 seconds to do this.  If the device no longer responds to taps you may proceed.  If tapping the device causes the screen to display information, please go back to step 1.

      Firmware Update Step 3:  Once the REM-Fit Active App gives you the pop up notification to proceed to step 3, you can click the 'Re-Select Device' button and choose your REM-Fit Active from the list.  It will be labeled as 'REM-Fit Active' or 'Boot Blue'.

      Firmware Update Step 4: Update the Firmware.  Press the 'Select Firmware File' button and then select 'Shared Files' option.  Then select the .bin file that is presented.  Once selected, the screen on the REM-Fit Active app will change to a progress bar while the firmware updates.  This will take 3-5 minutes.  After completion, you will see the REM-Fit Active Logo on the REM-Fit Active device and you can now use your REM-Fit Active as usual.

If at any point you run into issues, just start back at Firmware Update Step 1.  If you need additional assistance, go to rem-fit.co.uk and use the chat feature in the bottom left of the screen or email sales@rem-fit.co.uk.

Before you return or exchange your REM-Fit Active, please see if we can help troubleshoot any issues you may have.  We have online chat available Monday to Friday from 8:00 AM to 12:00 PM as well as email support at info@rem-fit.co.uk.  Additionally, our FAQ and Support pages have many videos and tutorials that may be of help.  However, if you need to return or exchange a REM-Fit Active product, here are the instructions:
 
For all returns or exchanges, you must have the REM-Fit Active (including all accessories), the packaging and a receipt.  Mail back the REM-Fit Active to:
 
REM-Fit 
Pointbid Logistics
Unit 16, 
Junction 6 Industrial Estate,
Electric Avenue,
Birmingham
B67JJ
 
Be sure to include a letter stating the reason for the return or exchange. We recommend shipping with a tracking number so you can confirm we received the device.  Once your refund has been approved, you will receive your refund in 2-4 weeks (usually much sooner though).
 

Sometimes, the REM-Fit Active may get 'stuck' in the wrong mode.  If it is in the wrong mode, you may not be able to properly track SleepPoints, or you will not be able to get any ActivePoints, steps, etc.

Below are directions on how to get your REM-Fit Active back to normal.  You will need to know which device you have before we continue.

REM-Fit Active 100 - Silver device with 3 LED lights

Once you know your device type, you will need to know what 'mode' it is in.  

ActivePoints (Active Mode)

REM-Fit Active 100 - Tap the device 3-5 times quickly.  If the device blinks green lights, you are in ActivePoints mode.

SleepPoints (Sleep Mode)

REM-Fit Active 100 - Tap the device 3-5 times quickly.  If the device blinks blue lights, you are in SleepPoints mode.

Switching Modes

**PLEASE READ THE NEXT STEPS CAREFULLY.  CONTACT rem-fit.co.uk CHAT OR sales@rem-fit.co.uk IF YOU HAVE ANY QUESTIONS OR NEED FURTHER HELP**

If you are in the wrong mode you can switch back to the correct mode in the REM-Fit Active app.  BEFORE you switch the mode manually, please check the SleepPoints page in the REM-Fit Active app. If you still see a counter and your REM-Fit Active device is also in SleepPoints mode, just click the STOP button and you should switch back to normal.  However, if you are in Sleep Mode on the REM-Fit Active device, and the SleepPoints page in the REM-Fit Active app shows a START button, you can proceed with the Manual Mode Change.  

You can find the Manual Mode change option in the REM-Fit Active app settings (the 3 stacked lines in the top left corner of the REM-Fit Active app).  In the settings menu, click the settings tab, then scroll down to 'Manual Mode Change' and tap it.  From there you will be able to switch the REM-Fit Active to the correct mode. Be sure you are only switching modes if you are 'out of sync' with your SleepPoints or ActivePoints mode or your REM-Fit Active will not operate properly.

Your REM-Fit Active is designed to give you ActivePoints for your walking, jogging and running.  However, there are other activities that can earn you ActivePoints as well.  If you would like to get credit for those other activities, you can add them in the REM-Fit Active app and they will be added to your daily ActivePoints total.  A couple of things to keep in mind, you can only add ActivePoints for the current day, and once you add the ActivePoints you CANNOT delete them.  Here is how to add Manual ActivePoints.

1. Open the REM-Fit Active app and go the ActivePoints page

2. Click the 'Add Activity' button

3. Choose an activity in the search bar or by selecting one from the dropdown menu

4. Enter the duration of the activity (in hours and minutes)

5. You will see how many ActivePoints you will earn at the bottom of the screen so you can confirm them.

6. Scroll down to the 'Save' button and wait for the confirmation.

Due to a small glitch in the REM-Fit Active app for iPhone (version 1.2.4), you may not be able to register for a new account in the iPhone app.  You can however register for a new REM-Fit Active account here: www.rem-fit.co.uk/register
 
Once registered, login to the REM-Fit Active app with the username and password you created and you will be ready to associate your REM-Fit Active device with your account.  For your convenience, here are the steps on how to associate your REM-Fit Active with your account once inside the app:
 
  1. Sign in to the REM-Fit Active app with your existing username and password
  2. Click the settings button (the 3 stacked lines in the top left of the screen)
  3. Select Device Settings from the menu
  4. Click on the Find button
  5. Select your REM-Fit Active from the list
  6. When prompted, click the Sync button.
  7. When you are returned to the ActivePoints page, go back to the Settings
  8. Click and Account and scroll to the bottom of the Account page to the Save button.  
  9. Click Save.  This will update your REM-Fit Active with your correct account details.

Once complete, your new REM-Fit Active will now be associated with your account and you can enjoy the REM-Fit Active app. 

We have already submitted a new version of the REM-Fit Active app to Apple that will restore 'in app' sign-up and that should hopefully be in the store in the next few days.

If you have any questions about your REM-Fit Active or the app, please contact sales@rem-fit.co.uk or go to rem-fit.co.uk for live chat support Monday to Friday from 8:30AM to 5:00 PM (Central Time).

If you can't remember your REM-Fit Active username or password, you can have the information resent to you by clicking this link:

https://rem-fit.co.uk/auth/forgot_password

You will need to enter the email address you signed up with.  You will be sent a copy of your username and a randomly generated password.

If you don't get an email from us in an hour, please be sure to check your SPAM and Junk folder.

No, the more you share the more you earn!

If you share via social media, email, or personal URL, we will be able to track the link your friend clicked on and associate it with your REM-Fit Referral Candy account. When your £30 is ready to disperse we'll email you to let you know!

Once your friend completes their 100-night sleep trial - typically 105 days, we'll deposit the money directly into your PayPal account.
 
 

Yes, this is how we send your £100 reward each time.

Re-Ax Fiber™ is a unique engineered fiber that reacts to one's body during sleep and provides active moisture and heat transfer allowing for a cool sleep surface.

You can find Re-Ax Fiber™ on our 100 and 200 Series REM-Fit bedding products.

Re-Ax Unleashed™ (Powered by TENCEL®) utilizes the most advanced fiber technology available. This advanced fiber reacts to one's body during the night, providing the most active moisture management and temperature control regulation possible. Re-Ax Unleashed™ also naturally inhibits bacteria growth and is hypo-allergenic.

You can find Re-Ax Unleashed™ on our 300 and 400 Series REM-Fit bedding products.

Contour Fit™ is our unique 4-way stretch that creates an invisible and undetectable environment that contours to not only the sleeper, but also the sleep surface, allowing for free range of motion during sleep.

Repel Tech™ - Effectively prevents moisture from penetrating the sleep surface, preserving the comfort layers of one's mattress, while also allowing the mattress to breathe. Efficiently blocks dust mites and allergens that live in beds from disturbing sleep.

Hi-Flow Knit™ - This unique knitting style allows for optimal air flow between the sleeper and the sleep surface, allowing for a cooler sleep environment while adding a layer of comfort.

Hi-Flow Knit™ on our 200 and 400 Series REM-Fit bedding products.