It is easy to miss the c-ring if it's stuck in the bottom of your pod shell. It's clear and blends right in with the silicone shell, and the fit is tight and may take a lot of wriggling to remove it. It looks like this:
If you inserted your capsule without its c-ring, it's probably misaligned, missing entirely, or you might even have two! Please check that the c-ring is properly installed on the capsule light before putting it into your pod shell.
This video explains how to disassemble a capsule and clean underneath the button with a soft cloth and some rubbing alcohol.
IF YOUR CAPSULE DOES NOT LIGHT UP OR RESPOND TO A CHARGER:
A crashed capsule light will not light up AT ALL. If it lights up even the tiniest bit, it does NOT need a reset. Please note that a reset is not a fix-all, and if you reset your light too many times you can damage it.
If it lights up even a tiny bit, there may be another issue going on. Please let us know if this is the case so we can get you proper instructions.
If it’s a system crash it can usually be fixed with a reset. Most likely an electro-static discharge caused the firmware to crash. If you're up for it, you can try resetting it yourself. You will need to access the inside of the capsule to do this. We encourage you to try a reset at home first, but if you would rather return it to us to handle, let us know. This is rare and should not happen often under normal conditions. We are working to eliminate this issue entirely, but please contact us if it happens again.
You can find video instructions to reset here below: