Eargo Max User Manual

Eargo Plus | User Guide

II

Get ready to
start hearing life
to the fullest.

A companion video of this user guide
can be found at eargo.com/showme

III

Welcome to Eargo

IV

Getting to Know Your Eargo

Waking Up Your Eargo

Contents

05

07

09

21

Preparing Your Ears

Inserting and Removing Your Eargo Devices

01

Indications for Use

67

69

73

75

36

47

Share the Love!

Troubleshooting Guide

Support

Appendix

31

Adjusting Sound Profile

Your First Month and Beyond

Eargo Care

Finding the Perfect Fit

27

Let’s Get All Charged Up

11

IV

Welcome to Eargo!!

If the two exclamation points above didn’t communicate to
you that we’re super-excited to have you as a part of the Eargo
family, hopefully this will: we’re super-excited to have you as
a part of the Eargo family, and we know you’re going to enjoy
your new Eargo Max hearing devices.

STEP 2: CHARGE

Charge your
Eargo devices
(Pg. 09)

STEP 1: CLEAN

Clean your ears
(Pg. 05)

STEP 3: SIZE

Pick your size
(Pg. 27)

STEP 4: ADJUST

Find the right
setting for you
(Pg. 31)

GET GOING IN 4 EASY STEPS

V

What’s In the Box

Charger

2 Eargo
Devices

*

2 Large Size
Flexi Fibers

2 Regular Size
Flexi Domes

Micro
USB Cord

2 Shower
Stickers

USB Plug

Cleaning Brush

*Each pair of Eargo devices comes pre-loaded with Regular size Flexi Fibers

Eargo Max
Care Kit

3 Refer a
Friend Cards

Wax Guard
Replacement Tool

Microfiber Cloth

Quick
Start Guide

QSG

6 Regular Size
Flexi Fibers

1

Indications for Use

The hearing instrument is intended to amplify and transmit
sound to the ear and thereby compensate for mild to moderate
impaired hearing.

Warning to Hearing Aid Dispensers

A hearing aid dispenser should advise a prospective hearing aid
user to consult promptly with a licensed physician (preferably an ear
specialist) before dispensing a hearing aid if the hearing aid dispenser
determines through inquiry, actual observation, or review of any
other available information concerning the prospective user, that the
prospective user has any of the following conditions:

i. Visible congenital or traumatic deformity of the ear.
ii. History of active drainage from the ear within the previous 90 days.
iii. History of sudden or rapidly progressive hearing loss within the

previous 90 days.

iv. Acute or chronic dizziness.
v. Unilateral hearing loss of sudden or recent onset within the

previous 90 days.

vi. Audiometric air bone gap equal to or greater than 15 decibels at

500 hertz (Hz), 1,000 Hz, and 2,000 Hz.

vii. Visible evidence of significant cerumen accumulation or a

foreign body in the ear canal.

viii. Pain or discomfort in the ear.

2

Important Notice for Prospective Hearing Aid Users

Good health practice requires that a person with a hearing loss
have a medical evaluation by a licensed physician (preferably a
physician who specializes in diseases of the ear) before purchasing
a hearing aid. Licensed physicians who specialize in diseases of
the ear are often referred to as otolaryngologists, otologists or
otorhinolaryngologists. The purpose of medical evaluation is to
assure that all medically treatable conditions that may affect hearing
are identified and treated before the hearing aid is purchased.

Following the medical evaluation, the physician will give you a
written statement that states that your hearing loss has been
medically evaluated and that you may be considered a candidate
for a hearing aid. The physician will refer you to an audiologist or a
hearing aid dispenser, as appropriate, for a hearing aid evaluation.

The audiologist or hearing aid dispenser will conduct a hearing aid
evaluation to assess your ability to hear with and without a hearing
aid. The hearing aid evaluation will enable the audiologist or dispenser
to select and fit a hearing aid to your individual needs.

If you have reservations about your ability to adapt to amplification,
you should inquire about the availability of a trial rental or purchase
option program. Many hearing aid dispensers now offer programs
that permit you to wear a hearing aid for a period of time for a
nominal fee after which you may decide if you want to purchase the
hearing aid.

3

Federal law restricts the sale of hearing aids to those individuals
who have obtained a medical evaluation from a licensed physician.
Federal law permits a fully informed adult to sign a waiver statement
declining the medical evaluation for religious or personal beliefs that
preclude consultation with a physician. The exercise of such a waiver
is not in your best health interest and its use is strongly discouraged.

Children with Hearing Loss

In addition to seeing a physician for a medical evaluation,
a child with a hearing loss should be directed to an audiologist
for evaluation and rehabilitation since hearing loss may cause
problems in language development and the educational and
social growth of a child. An audiologist is qualified by training and
experience to assist in the evaluation and rehabilitation of
a child with a hearing loss.

Additional Notices

A hearing aid will not restore normal hearing and will not prevent or
improve a hearing impairment resulting from organic conditions.

In most cases infrequent use of a hearing aid does not permit a user
to attain full benefit from it.

The use of a hearing aid is only part of hearing habilitation
and may need to be supplemented by auditory training and
instruction in lip reading.

4

Possible Side Eects

Minor itchiness, redness, and irritation may occur as your ear
becomes accustomed to having an object in it. If this or anything
related may arise, please contact Eargo.

If an actual allergic reaction occurs or you experience inflammation,
discharge from the ear, excessive wax or other unusual conditions,
contact a physician.

If, for any reason, your hearing devices do not operate properly, do
NOT attempt to fix them yourself. Not only are you likely to violate
any applicable warranties, you could cause further damage.

Caution

Always wear an Eargo device with a Flexi Fiber. Make sure that the
Flexi Fiber is correctly attached. In rare cases, the Flexi Fiber could
remain in your ear when removing the Eargo device. If this happens,
do not attempt to remove the Flexi Fiber yourself. Have the Flexi
Fiber removed by a healthcare professional.

5

Preparing Your Ears

CLEAN UP IN EAR 2

We know it’s exciting getting your Eargo devices. Heck, we’re
so excited for you we can barely sit still.

But before you go running off half-cocked, slamming your
devices into place, please take a minute to remove any excess
wax that may have accumulated in the ear canal. Sometimes,
it can interfere with hearing by blocking the ear canal. Ear wax
can also plug the sound openings or charging contacts on
your Eargo devices.

In other words, clean those ears. A clean ear is a happy – and
better functioning – ear. Our in-house doctors and audiologists
urge you to not skip this step, even if you feel your ears are
pretty clean already.

We recommend talking to your doctor or a hearing healthcare
professional about how to best clean your ears.

Now that your ears are nice and clean, let’s get started.

6

7

Replaceable
Flexi Fibers

Removal Thread

Microphone

Speaker

Getting To Know Your Eargo

Left is L

Right is R

Gold
Contact

8

Before you insert your Eargo devices, we want to familiarize you with
their various parts. Just like in the theater, there are no small parts.

FLEXI FIBERS • Flexi Fibers allow Eargo devices to be
comfortably suspended inside the ear canal. Which is
totally where you want ‘em.

REMOVAL THREAD • The Removal Thread is used to
insert and remove your Eargo devices. It should always
be facing down when inserting the device into your ear.

MICROPHONE • The Microphone picks up sounds from
your surroundings. Fair warning, it works super-well, so
you might want to avoid groups of loud teenagers, small
yappy dogs or those car stereos that shake the ground
when they pass.

SPEAKER • The Speaker amplifies sound. The world’s
about to be piped through, in stereo.

GOLD CONTACT • The Gold Contact is used in the
charging of your device.

EAR PAIRING • Each device is labelled with either an L
or an R. These correspond to the ear in which the Eargo
device should be inserted. L is for your left ear and R is
for your right. Simple, right? Or, is that left?

9

Waking Up Your Eargo

GETTING TO KNOW YOUR CHARGER

OK, this is the part where we tell you some things you might find
kind of obvious. We’d just ask that you read everything through – you
never know when you’re going to run across something you don’t
know but need to. Heck, we’ve gone to the trouble to write all these
words, it’d be a shame if no one read them. They’d get so lonely.

The Eargo charger is portable, which means it can charge your
Eargo devices on the go. The charger also needs to get charged
from time to time.

If you’re the curious sort - and we can’t blame you if you are - open
the lid of the charger and take a peek inside. Those babies look
good, don’t they. Keep the lid open until you see the lights of the
charger come on...about 3 seconds. It takes longer for these lights
to come on the first time you open the lid as your system is waking
up from its deep sleep.

Enough peeking, now put the lid back on. Let them charge for a bit
while you learn more about your Eargo devices. You know the old
saying, a watched Eargo charges at approximately the same rate
as an unwatched Eargo. That is an old saying, right? No? Well,
let’s move on.

10

When charger is fully
charged, all battery
lights glow white.

Full Charge

When charger is
at low charge,
one battery light
glows red.

Low Charge

Open the lid of the charger
and the indicator lights will
come on after about
3 seconds.

Checking the Charge

Charger
Indicator
Lights

11

Let’s Get All Charged Up

CHARGING YOUR CHARGER

Let’s make sure your charger and Eargo devices are fully charged
before using them. Sometimes the batteries drain while in
shipment from our factory. It’s a long trip and they get bored and
lonesome. You know how it is.

As you know by now, we like to make things as easy as we can for
you. So when your Eargo devices arrive, they’re already placed
inside the charger, but they may need a little more charge.

Connect the smaller end of the micro USB cord to the
charger, and the larger end of the cord to the USB plug.

Plug the USB plug into a powered wall outlet.

While charging the charger, the Eargo devices will also charge if
they’re in the cradle.

12

On the charger itself, all indicator lights will briefly
glow. When this happens, the charger (and the
Eargo devices inside) will begin to charge. But
don’t worry if those lights turn off, that’s just the

charger trying not to show off....your devices

are still being charged. Bada bing,
bada boom.

It’ll take about 6 hours to
charge up fully. Then you’re
good to go. In a literal
and figurative sense.

Charger Lid

Micro USB Cord

Charger Indicator Lights

Eargo

Charger

Eargo Device Indicator Lights

13

Let’s Continue To Get Charged Up

CHARGING YOUR EARGO DEVICES

When it comes time to recharge your Eargo devices, there are

FIVE SIMPLE STEPS to follow.

FLIP • When you remove the Eargo device from your ear, the

removal thread will be facing down. Before inserting your Eargo
device into the charger, flip the device so that the removal thread
is facing up.

POSITION • Position the Eargo device into the cradle with the
speaker and Flexi Fibers facing inward. Remember, the removal
thread should be out and up. Do not force it into place. With a
little wiggle, it will slide right into the cradle.

PUSH • Gently push straight down on the black body of the
Eargo device above the gold contacts, not on the white Flexi
Fibers. When it is correctly positioned, the cradle light will
change from blue to white.

CHECK CRADLE INDICATOR LIGHTS • When the cradle lights
change from solid blue to solid white, charging will begin. For
full details, turn to page 15. Replace the top of the charger.

CHECK EARGO DEVICE INDICATOR LIGHTS • Remove the top
of the charger. Indicator lights scroll for 10 seconds to assess
your charge level. For full details, turn to page 17.

1

2

3

4

5

1414

Position the device
directly over the
charging cradle.

Push down
into cradle with
a gentle wiggle.

Flip the device before
insertion so removal
thread is facing up.

CORRECT

CHARGING
POSITION

INCORRECT

CHARGING
POSITION

1

2

3

Charging

Cradle

15

Let’s Continue To Get Charged Up

CRADLE INDICATOR LIGHTS

CHECK CRADLE INDICATOR LIGHTS • When the cradle

lights under the Eargo device change from solid blue to
solid white, charging will begin. The charging lights may
flash blue for a few seconds before turning solid white
when you first insert the Eargo devices into the cradle.
This is normal - the charger is just calibrating.

But, if the charging lights continue to flash blue for an
extended period of time, or remain solid blue, the Eargo
devices are not inserted correctly. Remove and re-insert the
Eargo devices.

You will know you’re all set when the charging lights under
the Eargo devices remain solid white, and the Eargo Device
Indicator Lights on the front of the charger turn on and
start scrolling.

4

16

16

Cradle

Indicator

Lights

Charging lights inside cradle change
from blue to white.

4

SOLID WHITE
LIGHT

Eargo device
inserted

correctly.

SOLID BLUE LIGHT

Eargo device
inserted incorrectly.

CONTINUOUS
FLASHING

Eargo device only
partially inserted.

17

Let’s Continue To Get Charged Up

EARGO DEVICE INDICATOR LIGHTS

CHECK EARGO DEVICE INDICATOR LIGHTS • As we

mentioned at the end of step 4, the indicator lights on the front
of the charger should be scrolling.

This will last for about 10 seconds while the charger is assessing
how much charge the Eargo devices have left. This way the
charger will know if it should charge the devices full blast, or just
gently trickle-charge them. Clever little charger, eh?

After this assessment period, the lights will show how much
juice you have in each Eargo device (1 to 4 lights) and will dim
after approximately 10 seconds.

It takes approximately 6 hours to fully charge your Eargo
devices and a full charge should give you up to 16 hours of use.

5

18

All 4 indicator lights turn
on and start scrolling
during a 10 second
assessment period.

HOW YOUR DEVICE
INDICATOR LIGHTS WORK

JUICE LEVEL
1-4 lights illuminate.

Eargo Device

Indicator

Lights

FULL CHARGE

4 white lights on —
device is fully charged.

LOW CHARGE

1 red light on —
device has extremely
low charge.

19

20

Let’s Continue To Get Charged Up

STORAGE AND BATTERY LIFE

Keep Your Eargo Devices Safe and Working Well

Proper storage of your Eargo devices will increase their lifespan
and keep them in top working condition. When not in use, store
them in the charger. That’ll keep them fully charged.

Please do not drop your Eargo devices or your charger onto any
hard surfaces.

Maximizing Battery Life

To maximize the battery life of your Eargo devices, it is best to
charge them once a day, overnight.

Turning O Your Eargo Devices

Placing your Eargo devices in the charger automatically turns
them off.

21

OK, the moment of truth is finally here. You are now ready to give
those babies a test drive. Always check the devices’ charge level
BEFORE removing them from the charger.

Simply pop the top off the charger, verify indicator lights illuminate. If
not, recharge your Eargo devices (refer to page 13) otherwise remove
one of the Eargo devices from the charging cradle. To keep things super
simple, Eargo devices have no switches. They just turn on automatically
10 seconds after they are removed from the charger. Bada boom.

BEFORE AND AFTER

If you apply hairspray or cosmetics, please do so BEFORE inserting
the Eargo devices. Otherwise they could clog the microphone.
Likewise, if you apply hand lotion, please do so AFTER the devices
have been inserted, so the lotion does not clog the microphone.

INSERTING

When you take the device* out of the charger, the removal thread will
be facing up, so flip it over so the removal thread is facing down. Now,
grab the removal thread at the base of the device and gently insert the
Eargo device into your right or left ear canal.**

Inserting & Removing
Your Eargo Devices

22

Remember, L is for left and R is for

right. And, the key word here is gently.

We know you’re excited, but don’t be

jamming that thing in.

The device should sit entirely in the

ear canal, with the microphone up and

the removal thread d own. As we said

before, bada bing, bada boom.

INCORRECT Too far in INCORRECT Halfway out INCORRECT Upside down

*CAUTION: Do not use if device is damaged or removal thread is missing.
Please contact Eargo immediately.

** Do not insert the Eargo device too deep into the ear canal. The removal

thread needs to remain accessible. Do not proceed if there is any
discomfort or pain.

23

ACTIVE CALIBRATION PROCESS

The Eargo devices turn on 10 seconds after removing them from
the charger.

When first inserting your devices, they undergo an active calibration
process for 30-60 seconds. During this time they may ring a bit.
Don’t be alarmed - this is normal. It’s just the devices adjusting their
tuning to your specific ear canal. Kind of like how an orchestra takes
a minute or so to make sure they’re in tune with one another. You
don’t have an orchestra in your ear, but you know what we mean.

If the ringing doesn’t stop, try pulling back on the device ever so
slightly. This sometimes stops the ringing. You can also try rotating
the device slightly to make sure the microphone is not touching the
ear canal and causing feedback. If all else fails, remove the device
from your ear, place it in the charging cradle, remove it again and
re-insert the device into your ear.

24

“AROUND THE BEND” OR CURVED EAR CANALS

One thing to remember is that every person’s ear canals are
shaped differently. In fact, it is not uncommon for the left and right
ear canals to bend in different directions, even in the same person.
If you feel light resistance when you first insert the Eargo device,
and it doesn’t feel like it has gone in all the way, the Eargo device
might just need a little help.

Give it a little nudge left, right, up or down to see if you have a
bend in your ear canal, and if you can, nudge it around the bend
so it goes into place more fully. But PLEASE be gentle and don’t
force it.

It may help to gently pull
the middle of your ear back
while inserting the device
with your other hand.

25

BLACK IS THE
NEW CAMOUFLAGE

The Eargo device should be
inserted almost completely in the
ear canal, so the very back of the
device is flush with the opening of
the ear canal. The Eargo device will
be almost completely invisible.
The main part of the device that
may be visible is the very back.
In fact, this is why we make Eargo
devices black (and not various
skin colors). You see, the ear canal
appears quite dark since it receives
little light, so a black Eargo device
is better camouflaged and more
closely resembles the shadow in
the canal than a skin-colored one
would. Clever, right?

26

Inserting & Removing

Your Eargo Devices

To remove the Eargo device,

grasp the removal thread and gently pull*.

We know the devices are quite

comfortable. We’re the ones who made

them that way. Many people tell us they

forget they even have them in. But please

don’t forget to take them out. Got to let

those babies breathe and recharge

every now and then.

Eargo devices are designed for all day use,

but not all night. Please remove them before

sleeping and especially before showering.

After removal, it’s a good idea to inspect

your devices for wax build up, or to replace

the Flexi Fibers or wax guards if needed.

You can read more about this in the Eargo

Care section (page 47).

*CAUTION:

In rare cases, the Flexi Fiber could remain in your ear when removing

the Eargo device. If this happens or you cannot locate the Flexi Fiber, have a
healthcare professional remove it or verify it is not still in your ear.

27

While every human being is unique like a snowflake or
a...uh...well, snowflake is the only example we can think of...
it turns out the size of our ear canals are not. So Eargo Flexi
Fibers come in 2 sizes: Regular and Large. Regular is going
to be the right fit for most people. The Large size is for
those with larger ear canals. The different sized Flexi Fibers
are easy to identify. The Regular size will look noticeably
smaller than the Large size (we’ll slow down here so you
can let that one sink in).

Your Eargo devices are locked and loaded with
Regular size Flexi Fibers. If the Regular size feels too
loose, swap them with the Large size to see if those
are a better fit. You can find the Large size Flexi Fibers
inside the Eargo Max Care Kit.

We recommend you wear your Eargo devices for an hour
or so before making a final decision on fit. Talk, laugh, eat,
shout at the evening newscast – really pack that hour up with
excitement. Your Eargo devices are designed to comfortably
flex and keep their fit as you move throughout your day.

Occasionally, people have left and right ear canals which
are different sizes. If this is the case for you, then you may
find you need a Regular size in one ear and a Large size
in the other. Use what feels best for you.

Finding the Perfect Fit

EVERYONE’S EARS ARE UNIQUE-ISH

REGULAR

LARGE

APPROXIMATE SIZE

28

Replaceable
Flexi Fibers

Gray Markings

Base of Nose

Nose

Body of Device

Finding the Perfect Fit

PEEK UNDER THE HOOD

29

For a visual demonstration on how to change your Flexi
Fibers, watch our video at eargo.com/showme. Make sure
to bring the popcorn.

Grasp the body of the Eargo device between your thumb and
index finger. With your other hand, grasp the Regular size Flexi
Fiber on one side at the bottom and peel it up and away from the
body of the device.

REMOVE THE REGULAR SIZE

Finding the Perfect Fit

CHANGING SIZES

30

Slide the Flexi Fiber onto the nose of the device*. The open side
should go all the way down to the bottom of the nose. You want to
make sure the Flexi Fiber is on the device nice and tight every time
before you put them in your ear. You can do this by pushing and
twisting the Flexi Fiber down the nose towards the base. Then give
it a look to ensure that it’s all the way on the nose. If you can still
see some of the gray markings on the nose, the Flexi Fiber is not
on properly. Continue twisting the Flexi Fiber down the nose until
the gray markings are covered.

REPLACE WITH THE LARGE SIZE

*Caution:

Make sure that the Flexi Fiber is correctly attached. In rare cases, the
Flexi Fiber could remain in your ear when removing the Eargo device. If this
happens, have the Flexi Fiber removed by a healthcare professional.

31

Quick double tap

31

SP1

SP2

SP3

SP4

LOW/PHONE

PROGRAM 1 PROGRAM 2 PROGRAM 3 PROGRAM 4

MED HIGH MAX

32

Adjusting Sound Profile

AMPLIFICATION LEVELS

Your Eargo devices have four sound profiles (SPs), ranging from
low amplification (SP1) to maximum (SP4). To move from one SP
setting to the next, open your hand (as if you were going to clap)
and gently and rapidly double tap your ear.

Your Eargo device will let you know when you’ve changed SPs. With
every double tap your ear Eargo will say, “Program 1”, “ Program 2”,
“Program 3”, and “Program 4”. It will progress through all 4 levels
and then repeat from the beginning (SP 1-2-3-4, then back to SP 1-2­3-4 etc.). Think of it as your volume carousel.

Sound settings are highly personal and often vary between ears
and in different settings. Each ear is different, so do this for each
ear independently. And remember, your Eargo devices should
make sounds and speech crisper, but not louder per se.

SP1 is a special setting that has lower amplification and a special
equalization curve designed for phone calls. When talking on a
phone, try this setting to reduce any potential feedback.

Your Eargo device will always stay on the last setting before
putting them in the charger. If you get a lot of feedback when
you insert the device, try tuning them down to Program 1
before putting them in the charger.

To get a sense of how rapid a double tap should be to change
SPs, visit us at eargo.com/showme to see a visual demonstration.

33

34

Turning up the volume to 11

AMPLIFICATION SATISFACTION

If by chance the amplification is not sufficient at the maximum
sound profile (SP4), keep calm and pop the Flexi Domes on.

Flexi Domes were specifically designed for people who need
a little more amplification than the Flexi Fibers provide. Flexi
Domes are made with the same patented Flexi Fibers but with
an added soft dome tip.

So if you feel you need the extra horsepower, simply switch out
the Flexi Fibers on your device for the Flexi Domes provided
in your Care Kit. If you have any questions please call your
personal hearing professional.

35

36

Your First Month and Beyond

GETTING DOWN WITH EARGO

A couple of things to know as you adjust to your new life
with your Eargo devices. One, there will be quite a few new
sounds coming at you – at your ear-region, to be exact. So
we wanted to let you know what to expect, and to explain
how that wonderful brain of yours will adjust very quickly to
hearing more of the sound spectrum again. And two, we have
a team of personal hearing professionals with decades of
experience working with people who are adjusting to wearing
hearing devices for the first time. They also have, to a person,
outstanding haircuts and pearly white teeth. Smart and
dashing. Hey, we have high standards around here. But, most
importantly, they’re also available to you should you need any
help getting adjusted to your new devices.

37

Slip in Something More Comfortable

FINDING A COMFORTABLE FIT

We’re pretty proud of our patented Flexi Fibers around here. In
fact, their designers can often be seen strutting, rather shamelessly,
around the oce. And why shouldn’t they? Thanks to Flexi Fibers,
Eargo devices exert minimal force on the ear. We love your ears—
why would we be exerting a lot of force on them? And the Flexi
Fibers’ open fit allows air to flow in and out of the ear. Anyone who
tells you a nice, gentle breeze in and out of the ear isn’t an absolute
pleasure has obviously never experienced one. In other words,
they’re incredibly comfortable. So comfortable you might forget
you’re wearing them. If it wasn’t for the incredible sound quality,
that is. And if your Eargo devices ever feel uncomfortable, just try
repositioning them – pull them backward, forward, or rotate them a
little. Just make sure you keep the microphone toward the top.

Some users have an itchy feeling in their ears for
the first couple weeks of wearing their Eargo devices.
This is completely normal. The ear has to adjust
to having something in it, and the feeling
usually goes away in a few weeks.

38

Whose Voice is That?

HEARING YOUR OWN VOICE

Autophony is a fancy term for hearing your own voice.
We like fancy words around here. We have one of those
vocabulary calendars with a new word every day. Today’s
word was “fritter” which means to squander or disperse.
But amazing vocabulary aside, autophony is one of the
most common things people notice when they begin
wearing an in-ear hearing device. Remarkably, this
typically goes away within a week or two when your brain
gets adjusted to it. And eventually ignores it. We find
you quite charming, but your brain probably figures why
fritter (yay!) away time listening to you when there are
so many other things out there to listen to.

39

Has the World Always Been
This Loud?

HEARING YOUR SURROUNDINGS

When first wearing your Eargo devices, keep the volume low.
Your brain will likely be hearing sounds you may not have heard
for some time. Your brain will be like a kid who’s been cooped up
in a car for way too long suddenly being cut loose on a beach.
Just running around out there hearing everything it can. And
giggling happily to itself. Anyway, our point is, little sounds may
suddenly seem very loud. Things like water running, bags of chips
crinkling, paper crumpling, babies crying and the sound of traffic.

Your brain needs a little time to get used to hearing these high
frequency sounds again. It probably hasn’t heard them for a
long time. Give it a little while. The first weeks with your Eargo
devices will be a time of adjustment. These sounds will begin to
fade into the background as your brain relearns which ones are
important and which can be ignored.

40

41

42

That beautiful brain of yours will focus in on speech and
ignore less important sounds like paper crumpling. This usually
happens over the first two to four weeks. Be patient. Your
brain has a lot of adjusting to do! Once it’s adjusted, you can
try increasing the volume to a higher sound profile (SP) to see
which one gives you the greatest clarity. If these background
noises continue to be an issue after 30 days, adjust the volume
back down. Play around with the SPs. As in life or marriage or
the exact way to make a good gumbo, there is no right or wrong
answer. And remember you can select dierent SPs for each ear.

One final word on volume; Eargo devices should sound crisp
and not loud. If something sounds loud, you probably have the
volume too high. Switch to a lower SP.

43

It’s About to Get
Pretty Conversational

SPEECH DISCRIMINATION

Within the first couple of weeks of acclimating to your Eargo
devices – and to sounds you may not have heard for a while –
your ability to understand speech should start to improve. So if
you’ve been hanging around with a bunch of boring people or
the conversationally challenged, it might be time to freshen up
the ol’ friend group. After the first few weeks, many people find
that it’s easier to hold a conversation in noisy environments.
And your speech discrimination will likely continue to improve
over time. Possibly for several months.

But remember, the key to anything is practice, so go outside
and start talking!

44

45

Using the Phone

Sometimes people experience feedback when talking on the
phone and wearing a hearing device. This can happen when the
phone is too close to the ear. The proximity can create a feedback
loop between the phone’s speaker and the device’s microphone.
If this happens, move the phone back from your ear a bit or try
holding it at an angle. SP1 is designed for the phone, so if you ever
experience feedback while on the phone, be sure to try this setting.
Some people also have success using speaker phones.

Watching TV

There’s a lot of great TV out there. We have, like,
36 hours of stuff recorded on our DVR. At least.
If we weren’t so busy helping people hear life to
the fullest, we’d do some serious binge-watching. Many
people note that they can watch TV at a much lower
volume after they start wearing their Eargo devices.
Usually the same volume that’s comfortable for their
spouse or family. One of the many ways in which the
Eargo devices benefit the people who AREN’T wearing
them, too. If you find you still want the TV louder than
your family does, you can temporarily increase the
volume of your Eargo devices by using
a higher SP while watching TV.
OK. Happy watching.
And listening.

46

You can follow along this cleaning section with our
incredible, award winning videos made easily accessible
at eargo.com/showme for your viewing pleasure. OK, they
haven’t won any awards, but we think they should.

47

Eargo Care

Keeping your Eargo devices in good shape is very important.

DAI LY CA RE

Wipe and brush
o excess
wax daily.

LONG-TERM CARE

Replace Flexi Fibers
if clogged with wax.

LONGER-TERM CARE

Replace interior
wax guard if clogged
with wax.

Daily Care

KEEPING YOUR EARGO DEVICES CLEAN

Eargo devices are designed to help keep your ears clean.
The Flexi Fibers may sweep out excess wax with each
removal. There’s often a sizable amount of wax that may
come out during the initial days of using your devices. That
amount should lessen over time.

It’s very important to keep your devices clean. Wax
buildup or other debris may lessen their sound quality
and performance.

Never thought you’d spend so much time hearing about
ear wax, did you? Well, surprise!

48

If you notice wax or other debris on your Flexi Fibers, simply let
them dry (refer to page 51) and gently clean them with the cleaning
brush and/or micrfiber cloth provided in the Eargo box. The body
of the Eargo device, especially the nose, may also need cleaning.

We recommend you clean them in the morning after you’ve
charged them up overnight. Why? Well, put simply, ear wax is
easier to clean when cooled down and dried outside of those hot
ears of yours. That’s probably more than you ever wanted to know
about ear wax, but there it is.

We suggest you inspect your Eargo devices daily (ideally before
you put them in). If you see any wax on the microphone, Flexi
Fibers, the nose, contacts or body of the device please brush it off
or wipe away with cloth (the brush can be found in the Care Kit).

MICROPHONE • Using the cleaning
brush, clean the microphone area by
brushing across the back of the device
from side to side. Brush with the
microphone pointing down so gravity
will carry debris away from the device.
Gotta love gravity.

49

50

FLEXI FIBER • Have a look at the tip of the Flexi Fiber,
you should be able to see the white tip with small holes.
Brush out the nose of the Flexi Fiber, brushing with the tip
facing downward to let gravity help pull it away. Wipe the
tip of the Flexi Fiber with the microfiber cloth provided.
If that doesn’t do the trick, you can also remove your Flexi
Fiber and replace it with a new one (see instructions on
replacing the Flexi Fiber, page 55).

CONTACTS • Gently brush the contacts and then wipe the
contacts with the microfiber cloth provided.

CLEANING THE CRADLE • Lint or wax can also collect on
the gold charging contacts inside the cradle. Periodically
check this area to make sure it is clean. If you see any lint or
wax, you can also clean this area with the microfiber cloth
provided.

51

DON’T SHARE AND SHARE ALIKE

Now we know, being the generous individual that you are, it
may be tempting to let others try your Eargo devices. But for
hygienic reasons, please do not do this.

KEEP EARGO DRY

Now, let’s take some time to talk about the charger. Or,
some more time, we should say. We love our charger, so
you’ll have to forgive us for going on about it whenever
we’re given the chance. Before placing your Eargo devices
in the charger, make sure the devices are completely dry.

Long-term exposure to moisture can harm your devices. Let
your devices air dry or dry them with a dry cloth.

Don’t use hot air or a hair dryer to dry your Eargo devices. It
might give them that stylish, carefree, wind-blown look, but
it could also damage their internal electronics.

52

EARGO DEVICES ARE NOT WATERPROOF

Last but certainly not least, Eargo devices are not
waterproof. Please do not immerse or submerge your
devices in water, alcohol or any liquid. Also, do not wear
them while swimming or in the shower, hot tub or steam
room.

We’ve even included a couple of handy shower
stickers that you can use in your bathroom to
remind you to take out your Eargo devices
before showering.

53

Replaceable
Flexi Fibers

Replaceable
Wax Guard

54

Keeping your Eargo devices in good shape is very important.
In this section, we will discuss the long term care of the Eargo
devices. Long term care is necessary when the Flexi Fibers get
filled with wax. OK, we know we keep talking about ear wax, but it
just keeps coming up. Ear wax is annoying like that.

On average, the Flexi Fibers will likely need to be changed every
1-2 months due to wax build up. People with a lot of wax may need
to do it more frequently. You’ll find out quickly which camp you’re
in. Replacement Flexi Fibers can be found in the Care Kit. And don’t
worry about running out of Flexi Fibers, you can always order more.
It’s more important to have a clean, healthy and happy ear.

WAX ON, WAX OFF

Long-Term Care

2. Replace with new Flexi FIber1. Remove old Flexi Fiber

55

Long-Term Care

FLEXI FIBER REMOVAL

Grasp the body of the Eargo device between your thumb and
index finger.

STEP 1

Let’s talk about how to remove the Flexi Fibers. You can remove the
Flexi Fibers in THREE SIMPLE STEPS.

Many people find it is easier to visualize how to do this by
following along with the video found at eargo.com/showme.

With your other hand, grasp the Flexi Fiber on one side at the
bottom and peel it up and away from the body of the device.

STEP 2

56

Don’t pull it straight back. Flexi Fibers are designed to stay put and
won’t release if you pull them straight back. You need to gently pull
the bottom of the Flexi Fiber away from the nose of the body of
the device, and then just peel it up. It will come right off with
no resistance.

STEP 3

Pull the Flexi Fiber completely away from the body of the device
to reveal the nose of the body and replaceable wax guard. It is
recommended that you discard the used Flexi Fiber.

57

Take the clean Flexi Fiber in your other hand. Face the open side of
the Flexi Fiber towards the nose.

STEP 2

STEP 1

Now that the Flexi Fibers are removed, use a dry cloth to wipe
the nose clean. Make it shine!

Long-Term Care

FLEXI FIBER REPLACEMENT

Next, let’s replace the Flexi Fibers. Remember to use the correct sized
Flexi Fibers. Replacement Flexi Fibers can be found in the Care Kit.

*Caution: Make sure that the Flexi Fiber is correctly attached. In rare cases,
the Flexi Fiber could remain in your ear when removing the Eargo device. If
this happens, have the Flexi Fiber removed by a healthcare professional.

58

STEP 3

Twist the Flexi Fiber onto the nose of the device*, pushing the
open side all the way down to the bottom of the nose.

There’s one final thing to stress. It is quick but it is very important.
You want to make sure the Flexi Fibers are on the device nice and
tight every time before you put them in your ear. Have a look to
ensure that it’s all the way on the nose. We’ve added gray colored
markings to the nose to help you check. If you can still see some of
the gray markings on the nose, the Flexi Fiber is not on properly.
Continue twisting the Flexi Fiber down the nose until the markings
are covered.

Push on

and twist

further

INCORRECT

CORRECT

To have a clearer look at how this is done, watch our video
at eargo.com/showme.

59

Longer-Term Care

In this section, we will discuss Longer-Term Care of the Eargo devices,
that is replacing the internal wax guard.

You shouldn’t need to do this every time you change the Flexi Fibers,
since the Flexi Fibers are the first line of defense against wax. When
changing the Flexi Fibers, give a look at the internal wax guard and
make sure it’s clean. If it is, you’re all set. If not, then you can try to
clean or replace the internal wax guard. To clean the wax guard of wax
and other debris, gently brush the wax guard with the tip of the device
pointed down to let gravity help pull wax away.

You can also change this wax guard anytime you notice a substantial
amount of wax build up or roughly every 3 to 5 months. The time to
change will vary depending on the amount of wax you may produce.

WAX OFF, WAX ON

1. Use metal side of tool to
remove used Wax Guard

2. Use plastic side of tool
to insert new Wax Guard

60

Wax Guard
Wheel

Storage
Kit

Changing Tool

Depository

Dispenser

Threaded Side

Smooth Side

For removing
used wax guards.

For inserting
new wax guards.

Wax Guard
Chamber

Wax
Guard

Get to Know Your Wax Guard Replacement Tool

To change the wax guard, you will need the blue Wax Guard
Replacement Tool

*

found in the Care Kit. The wax guard is very
small and so is the tool to replace it, so don’t be shy in asking
someone for help with this part if you need to.

*Only use tool and wax guards provided by Eargo.

61

Let’s get into how to remove the used wax guard.

As with Flexi Fiber replacement, many people find it is easier
to visualize how to do this by following along with the video
which can be found at eargo.com/showme.

Remove the Changing Tool from its clip at the bottom of the Wax
Guard Replacement Tool.

STEP 1

Longer-Term Care

REMOVING THE USED WAX GUARD

62

STEP 2

USE THE END TO REMOVE WAX GUARDS

Take the Eargo device between your thumb and index finger. With
your other hand, use the threaded side to gently twist the tool into
the nose of the Eargo device to grab onto the used wax guard.

*

The key word is gently. You don’t need to apply too much force.
Let the thread do all of the work here.

TWIST

STEP 3

Once the tool has grabbed onto the wax guard, pull firmly on
the tool to remove the wax guard from the device. Voila! Wax
guard removed.

*The wax guard is disposable. Do not attempt to clean or reuse a wax
guard. This could damage your hearing device.

63

STEP 4

We now get the old wax guard off of the tool. Push the threaded
end of the Changing Tool (with used wax guard engaged) into the
middle of the dispenser as shown.

Slide the Changing Tool sideways across the dispenser slot. Pull the
tool vertically to release the used wax guard into the depository.

Next, it’s time to put on a clean new wax guard.

STEP 5

64

Longer-Term Care

REPLACING THE WAX GUARD

Turn the blue wheel of the Wax Guard Replacement Tool to a
chamber containing a fresh, new wax guard. The color of the wax
guard is blue, so it’s easier to see in the chamber. If it is empty, the
chamber will just appear gray inside.

STEP 2

STEP 1

This section will cover how to replace the wax guard. The Wax
Guard Replacement Tool holds 15 new wax guards, which can be
accessed by turning the blue wheel clockwise or counter-clockwise.

Don’t worry if you run out, you can always buy more by going
online to eargo.com/reorder or giving us a call.

For more clarity, we suggest you follow along with the
video, which is ready to be enjoyed at your leisure at
eargo.com/showme.

65

Push the Changing Tool’s smooth end firmly into the center of the
blue wax guard to grab onto it. Once the wax guard feels engaged,
pull it out.

STEP 3

You know how we used the threaded end of the tool when we took
the wax guard out? Well, now it’s time for the smooth side to shine.

STEP 2

USE THE SMOOTH END TO REPLACE WAX GUARDS

Grasp the body of the Eargo device between your thumb and

STEP 4

66

STEP 5

Once the wax guard is in line and flush with the nose of the device,
pull the Changing Tool away. The wax guard will disengage and stay in
place. Please take the time to ensure that the wax guard is correctly
inserted.

Too far out - Push in further

INCORRECT

CORRECT

index finger. With your other hand gently insert the Changing Tool
(with the clean wax guard engaged) as straight as you can into the
open nose of the device.

Once again, the key word here is gently. Don’t push too hard or
you might risk damaging the nose of the device and that’s the
business end.

Too far in - Pull out slightly

INCORRECT

67

Share the Love!

SAMPLE PACKS ARE FOR FRIENDS

Don’t keep the ease and comfort of Eargo devices all to yourself.

We’ll gladly send your friends a free fit and feel sample.
Eargo samples aren’t packed with our powerful sound (that is
to say they are non-working samples), but, your friends will still
be able to experience the comfort and virtual invisibility of Eargo
for themselves.

You can share the love with your friends by giving them one of
the Refer a Friend cards from this box or they can order a sample
pack at eargo.com or by calling 1-800-61-EARGO
(1-800-613-2746). If any of them purchase Eargo devices,
they’ll probably give you a big hug.

68

69

ISSUE POSSIBLE CAUSE SOLUTIONS

Poor sound quality • Low battery

• Wax or debris buildup

• Incorrect insertion in the ear

• Change in hearing loss

• Not set to correct program

Eargo devices
don’t charge

• Eargo devices not placed
correctly in charger

• Charger discharged

No LEDs showing
on charger

• Did not take the lid o

• Charger discharged

No sound • Dead battery

• Wax or debris is blocking
the speaker or microphone

Dierent volume in left
and right ear

• Not set to correct program

• Hearing loss dierent between ears

Troubleshooting Guide

70

• Charge your Eargo devices

• Clean with dry cloth and cleaning brush

• Adjust sound profile

• Replace Flexi Fibers or internal wax guards

• Adjust the device in the ear or remove and re-insert
the device

• Remove and reposition Eargo devices correctly in charger
signaled by the lights changing from blue to white

• Charge charger using USB cord and USB plug

• Take the lid o

• Charge charger using USB cord and USB plug

• Charge your Eargo devices

• Clean Flexi Fiber tip and microphone with brush

• Replace Flexi Fibers or internal wax guards

• Cycle through SPs on one ear until volume matches
in both

71

Troubleshooting Guide

ISSUE POSSIBLE CAUSE SOLUTIONS

Not turning o • Not in charger • Place devices in charger to automatically turn them o

Flexi Fibers remain in
your ear when removing
the Eargo device

• Flexi Fibers not attached securely • Have the Flexi Fibers removed from your ear by a

Can’t get Flexi Fibers
o of Eargo device
for replacement

• Pulling Flexi Fibers straight back • Grab at the bottom of the Flexi Fibers and pull it out

Device is uncomfortable

- too tight or loose

• Flexi Fibers are too large
or too small

72

healthcare professional

and up (see page 52)

• Try a dierent size Flexi Fiber (see page 29 for
instructions)

73

Support

HAVE QUESTIONS?

If your Eargo devices begin to have any issues, please consult
the troubleshooting guide on the previous pages.

Have questions? We have answers and are ready to help. Just

give us a call at 1-800-261-0702.

Guarantee

HAPPINESS GUARANTEED

If you’re not happy with your Eargo devices, return them within

45 days for a full refund. Call us at 1-800-261-0702 and we’ll

tell you how.

But, don’t be surprised if we sound sad. We hate to see you go.

74

WELL, THAT’S IT!

You’ve made it to the end.

Bravo! Now get out there and

start hearing life to the fullest

75

Appendix

Storage:
Store in dry place, away from direct sunlight, or heat to avoid
extreme temps. Keep out of reach of pets and children.

Temperature Limits:
Eargo devices are designed for use from 5°C to 45°C (41°F to 113°F).
Eargo devices can be stored from -20°C to 50°C (-4°F to 122°F). Do
not use or store your devices outside of these ranges respectively.

Battery Warnings:
Eargo devices contain batteries which are dangerous if swallowed.
To help prevent accidental ingestion of batteries:

- Keep out of reach of children and pets

- Check your medications before taking them – batteries have been
mistaken for pills

- Never put batteries in your mouth, as they can easily be swallowed

NATIONAL BUTTON BATTERY INGESTION HOTLINE: [phone].

As with many batteries, Eargo device batteries have a risk of leakage.
Periodically check Eargo devices for any signs of leakage (visible
white residue). If you see such residue or suspect battery leakage for

76

any other reason, immediately discontinue use and contact Eargo
immediately. If you suspect you have touched any battery fluid or
residue, wash your hands thoroughly.

Waste Disposal:
Waste from electronic equipment must be handled according
to local regulations.

Power Supply Specification:

- Input: 100-240V ~ 50/60 Hz, 200mA max current

- Output: 5.0V … 1100mA

77

ANSI/IEC 2cc Coupler

Technical Data ANSI S3.22-2003

Output saturation
(90 dB SPL input)

Max

110

dB SPL

HFA

105

Full-on gain
(50 dB SPL input)

HFA

26

dB

Reference test gain
(60 dB SPL input)

dB

Frequency range <200~7550 Hz

Total Harmonic
Distortion

500Hz
800Hz
1600Hz

dB SPL

HFA

Max2632

mA

2
2
1

0,9

33

%

Equivalent Input Noise
(Noise Reduction OFF)

Current drain (battery)

78

Attack and release times

BASIC
attack

BASIC
release

FAST
attack

FAST
release

REACH
release

400 msec 15,000 msec 3 msec 100 msec 600 msec

79

Compliance Information

This device complies with FCC Part 15 and 18 of the FCC Rules

This equipment has been tested and found to comply with the limits
for a Class B digital device, pursuant to part 15 of the FCC Rules.
These limits are designed to provide reasonable protection against
harmful interference in a residential installation. This equipment
generates, uses and can radiate radio frequency energy and, if not
installed and used in accordance with the instructions, may cause
harmful interference to radio communications. However, there is no
guarantee that interference will not occur in a particular installation. If
this equipment does cause harmful interference to radio or television
reception, which can be determined by turning the equipment off
and on, the user is encouraged to try to correct the interference by
one or more of the following measures:

- Reorient or relocate the receiving antenna.

- Increase the separation between the equipment and receiver.

- Connect the equipment into an outlet on a circuit different from
that to which the receiver is connected.

- Consult the dealer or an experienced radio/TV technician for help.

80

NOTES

81

Warning/Caution: Important information for injury
prevention, handling and product safety.

Contains electronics, dispose according to local
regulations or return to Eargo.

Product adheres to requirements of Type B applied part.

TEMP: Use between 5°C to 45°C (41°F to 113°F).

TEMP: Store between -20°C to 50°C (-4°F to 122°F).

Relative humidity: Store between 0% to 90% relative humidity.

Atmospheric pressure should be 600 hPa to 1000 hPa.

Do not use if package is damaged.

Single use only.

Information and Explanation of Symbols

Consult instructions for use.

82

Keep away from sunlight.

Keep dry.

Manufacturer.

Date of manufacture.

Catalogue number.

Serial number.

83

General Warnings

- Only use medical grade (IEC 60601-1) or ITE approved
(UL 60950) power supply.

- Hearing aid and accessories contain small parts which can
be swallowed. Keep small parts out of reach of children due to
choking hazard.

- Electrical equipment are an ignition source. Do not use hearing
aids, or charger in an oxygen enriched environment.

- Hearing aid may impair remaining hearing. Only use as
prescribed by your hearing care professional.

- Hearing aid must only be used by intended person. Use by
another person may damage their hearing.

- Do not use an instrument, such as a cotton swab, to push the
hearing aid in the ear canal. The hearing aid may be placed too
deep and cause damage to the ear.

- Do not place charger in clothing pocket while charging with the
micro USB cord. The charger may overheat and malfunction.

- Users with active implants such as a pacemaker should keep
hearing aid, and charger away from the active implant.

- Do not use hearing aid during X-rays, MRIs, CT scans or
other similar medical treatment to prevent damage to the
hearing instrument.

84

- Do not wear the hearing aids in mines or other explosive
areas, unless those areas are certified for hearing aid use.

- Check for electronic or wireless restrictions prior to using
hearing aid, or charger to prevent electrical interference to
nearby equipment.

- Do not expose hearing aid to contaminants such as hair
spray, mousse, gel, lotions, etc. to prevent damage to the
hearing aid.

- Avoid exposure to water or long term exposure to moisture
to prevent damage to hearing aid and charger.

- Do not dry hearing aid with a hairdryer. Heat may damage
hearing aid.

- Only clean hearing aid with brush and dry cloth. Be careful
to prevent any damage to the hearing aid.

- To prevent damage and/or malfunction, do not modify
hearing aid, charger, or accessories.

- Do not replace battery.

85

Warranty & Repair

CATEGORY

Trial Period with
Money Back
Guarantee

Eargo grants you a forty five (45) day trial period with money
back guarantee valid from the date of delivery. Within this 45 day

period, you can return your Eargo devices for a full refund. Devices
need to be postmarked for return to Eargo within 45 days after the
date of delivery.

Warranty period

Eargo oers you a one (1) year limited warranty valid starting
from the date of delivery.

REPAIR

What your
warranty covers…

This limited warranty covers defects in material and
workmanship for the Eargo hearing system, which includes the
hearing devices, internal components, charger, cord and plug,
within the limited warranty period listed below. This warranty is
guaranteed by Eargo, Inc.

What you get
with your repair?

For valid repairs, Eargo pledges to secure functionality at least
equivalent to the original hearing device. At the discretion of Eargo,
hearing devices may be replaced by new products or products
manufactured from new or serviceable used parts or repaired using
new or refurbished replacement parts.

Exclusions from
warranty repair
coverage

• Devices purchased from unauthorized distributors are not
covered by this or any other Eargo warranty.

• Damage from improper handling or care, exposure to
chemicals, immersion in water or undue stress.

• Damage caused by third parties or non-authorized service
centers renders this warranty null and void.

86

Number of repairs

Unlimited during warranty period for repairs covered by
warranty terms.

LOSS AND DAMAGE

Loss & Damage

Eargo oers a one time (1x) replacement for each device that
is lost or damaged during the warranty period, for a fee (stated
and updated at eargo.com/warranty). Devices damaged from
improper use or care will not be replaced.

How to submit
request for repair

Call 1-800-261-0702 and we will be happy to assist.

87

How to submit request for repair:

Call 1-800-261-0702 and we will be happy to assist.

Eargo, Inc.
295 North Bernardo Ave., Suite 100
Mountain View, CA 94043

Serial Number

88

Our Commitment to Your Satisfaction

We hope you love your Eargo devices, but if you’re not satisfied and you’re within the
45 day trial period, you can return your Eargo system for a full refund. To ensure your
return is processed quickly, please follow the instructions below.

STEP 1

Call 1-800-261-0702 to
contact our customer
service reps who will
request a return kit and
begin your refund process.

STEP 5

Drop o the prepaid return
envelope to the carrier
indicated on the prepaid
return label.

STEP 4

Place the box in the shipper
envelope. Peel the adhesive
strip and close the self­sealing prepaid return
envelope.

STEP 3

Place all of the Eargo
system contents back in
the original box. Be sure to
include both devices and
charger.

STEP 2

Pick up your return kit at
your mail box and open
it. Remove the shipping
envelope with prepaid
return label.

“Eargo” and “Eargo Max” are registered trademarks of Eargo, Inc. The Eargo and Eargo Max

wordmarks as well as the Eargo Logo are trademark of Eargo, Inc. ©2017 Eargo, Inc.

User Guide LBL0153 Rev A 12/17

Support: 1-800-261-0702

www.EARGO.com

This is a new product, not used or refurbished.