DermapenWorld App
General
- Before I can begin, what do I need?
- What Smart Phones or Tablets can I use which support the DermapenWorld app?
- How do I perform a Connect & Sync to update my Device to the latest Firmware so I can register a Dp DOCK?
- Does my Dermapen Device need to be on a specific Firmware for a Dp DOCK to register to it?
- How is the Dp DOCK powered?
- Do I need to have an existing DermapenWorld User Account to register a Dp DOCK?
- How does the Dp DOCK recognise when a DermapenWorld device has been placed on it?
- Do I need an app to use the Dermapen HOME?
- What is the Warranty on the Dp Dock?
- What is the Warranty on the Dermapen HOME?
- What If I do not have a Dp DOCK?
- Video | App Instructional Video: Battery without Dock
- Dp DOCK Benefits
- What is the latest firmware version?
- Apple iOS Hardware and Software Requirements for the DermapenWorld App
- Android Hardware and Software Requirements for the DermapenWorld App
- Languages supported by the DermapenWorld App
Home
Batteries with Dp DOCK
Dp DOCK Setup
- Do I have to tick all of the boxes as I complete the steps?
- Why do I need to place my DP DOCK on a level surface?
- Why do I need to place my Dp DOCK outside my sterile working environment?
- What does 2A (Amps) mean
- Can I put multiple devices on one Dp DOCK?
- Why is the Dp DOCK not recognising that my device is on it?
- What if I do not have a USB-C wall charger or my computer does not have a USB-C port?
- Dp DOCK Features
- When will my Dp DOCK perform a Firmware Update?
- Video | App Instructional Video: Dp Dock Setup
- Dp DOCK Manual
- "Device Firmware Outdated" Error
Bluetooth Setup
- Do I have to tick all of the boxes as I complete the steps?
- Is there a time limit for pairing the Dp DOCK when on the Bluetooth Setup page?
- What if my Dp DOCK isn't showing in the Available Docks?
- Where is the Serial Number of my Dp DOCK?
- What if I select the incorrect Dp DOCK?
- What does the Disconnect button do?
- How do I know the Dp DOCK is ready for Bluetooth Connection?
- How do I know when the Dp DOCK is Bluetooth connected?
- How to put your device in Bluetooth Mode
- Video | App Instructional Video: Bluetooth Setup
Wi-Fi Setup
- Video | App Instructional Video: Wifi Setup
- Do I have to tick all of the boxes as I complete the steps?
- What is an available Wi-Fi Network?
- How do I check if my Wi-Fi Network is available?
- What if my Wi-Fi Network doesn’t appear in the list of Available Networks?
- What is the range of the Wi-Fi Network with the Dp DOCK?
- What does the symbol next to the Available Network mean?
- What does the Lock icon mean?
- What If I do not know the password to the Wi-Fi Network?
- What if I select the incorrect Available Network?
- Can I change my Wi-Fi Network?
- Can I connect my Dp DOCK to my mobile Hotspot?
- Does my Wi-Fi Connection need to have special settings?
For Professionals: Create Clinic
- EDM to Professional A.T.Ps - Important Update to App Compatibility for iOS users
- Why are all sections on this page mandatory?
- What does the icon (!) Attention symbol mean?
- Why can't I move to the next screen?
- The Map image does not match my address, what do I do?
- What if I cannot find my address?
- What if I want to add additional details to my address? eg. Floor Number, behind X Building etc
- Why do I have to enter a phone number?
- Why do I have to enter a Website URL?
- What is a Website URL?
- What If I do not have a Website URL to enter?
- How can I find my Website URL?
- If I do not have a website can I use my Facebook or Instagram page?
- What if I do not want my clinic to be listed on the Clinic Finder on www.dermapenworld.com?
- What happens if I do not fill out all the mandatory sections when creating my Clinic?
- Can I add multiple Website URLs?
- Video | App Instructional Video: Create Clinic
Register Pen
- Do I have to tick all of the boxes as I complete the steps?
- How do I place the batteries in the charger with the correct polarity?
- How do I contact my Distributor?
- What if my device is not showing in the list of Available Pens?
- How do I contact DermapenWorld for help?
- How do I know if my device is in Bluetooth Mode?
- What do I do if I select the incorrect device from the Available Pens list?
- Is there a Bluetooth time limit for registering your device on the Register Pen page?
- Android Bluetooth Connectivity message to "allow access to contact and call history"
- "Writing is not permitted" Error
- Video | App Instructional Video: Register Pen
Pen on Dp DOCK
- Do I have to tick all of the boxes as I complete the steps?
- Why does my Dp DOCK need to be powered On?
- Why do I need to power back on my device after inserting a new battery?
- Why can't my device be placed on the Dp DOCK when connected to a PSU (Power Source) cable?
- Does the Dp DOCK charge the batteries in my device?
- What is Treatment Mode?
- What is Bluetooth Mode?
- Do I have to use the Dp DOCK Dust Cover for storage?
- What happens if I remove the device whilst the Amber indicator lights are on?
- Does the Dust Cover need to be on the Dp DOCK for the pen to be recognised?
- Do I have to replace my battery if the Dp DOCK displays it has less than 3 bars?
- Why does my device need to be powered on in either Treatment Mode or Bluetooth Mode to be recognised by the Dp DOCK?
- Can I put multiple devices on one Dp DOCK?
- Why is the Dp DOCK not recognising that my device is on it?
- Why is there a Red LED light on my Dp Dock?
- Will my pen still sync if I remove the device from the Dp DOCK before the Green LEDs and Green indicator tick appear?
- Video | App Instructional Video: Use Pen and Dock
Pens
- What does it mean if I do not see my device listed on the My Pens page?
- I can see a device in the My Pens list that I have not registered to my account
- I can see a device in the My Pens list that I no longer use.
- The Clinic name under my Serial Number on the My Pens page is incorrect?
- Can I change the Clinic my device is registered to?
- What does the button at the top of the page with my initials do?
- The Clinic listed under my device is incorrect.
- Is there a Bluetooth time limit for registering your device on the Register Pen page?
For Professionals: Clinics
- What if my Clinic is not showing on the My Clinics page?
- How can I delete a Clinic?
- What do I do if I see the name of a Clinic that I did not create on the My Clinics page?
- The Town/City listed under the name of My Clinics is incorrect.
- How do I correct the name of my Clinic if it is incorrect in the My Clinics list?
- What does the button at the top of the page with my initials do?
- What happens if I do not fill out all the mandatory sections when creating my Clinic?
General - Login or Begin
General - Begin Questions
- Signing in as an existing DermapenWorld account User
- Why do I need to select a model of Dermapen?
- What happens If you select the wrong model of device?
- How do I cancel setting up a Dp DOCK and Registering a device?
- What happens if I have a Dp DOCK but I selected No when asked “Did you also purchase a Dock” at the beginning of Setup?
- What is a Dp DOCK?
- Where can I buy a Dp DOCK?
- What if I have selected the incorrect device model on the Begin Questions page?
Pens - Troubleshooting
Pen Details with Dp DOCK
- What does the button at the top of the page with my initials do?
- What does the firmware version mean?
- What does "Days since Last Sync" mean?
- What does "Days till Sync Required" mean?
- What does the "Connect & Sync" button do?
- Why does the "Connect & Sync" button not work when I press it?
- What does the "Deregister" button do?
- Does pressing the "Deregister" button deregister my device from my Dp DOCK?
- The Clinic listed on My Device is incorrect.
- The Clinic Name listed under my Clinic on the Pen Details page is incorrect.
- Why does the Serial Number of the device and Dp DOCK not match?
- Why does the Firmware version for my device and Dp DOCK not match?
- Does my device deregister if I deregister the Dp DOCK?
- What does the "Wi-Fi Setup" button do?
- What does the "Deregister Dp DOCK" button do?
- Can I put multiple devices on one Dp DOCK?
- How to change the Wi-Fi Connection of an already registered Dp DOCK
- "Device Not Found" Deregister Dp DOCK Error
- "Unable to Deregister Device" Error
- Android Bluetooth Connectivity message to "allow access to contact and call history"
- The Wi-Fi Network Name is incorrect
- Why is the Dp DOCK not recognising that my device is on it?
- How often does the information on the Pen Details page get updated?
Pen Details without Dp DOCK
- What does the button at the top of the page with my initials do?
- What does the firmware version mean?
- What does "Days since Last Sync" mean?
- What does the "Connect & Sync" button do?
- Why does the "Connect & Sync" button not work when I press it?
- The Clinic listed on My Device is incorrect.
- The address listed under my Clinic on the Pen Details page is incorrect.
- What does the "Deregister" button do?
- Where can I buy a Dp DOCK?
- Can I put multiple devices on one Dp DOCK?
- What does "Days till Sync Required" mean?
- What does the “Register Dp DOCK to this device” button do?
- Android Bluetooth Connectivity message to "allow access to contact and call history"
For Professionals: Clinic Details
- The Map image does not match my address, what do I do?
- My Clinics address details are incorrect, how do I fix this?
- What do I do if my Clinics phone number is incorrect on the Clinic Details page?
- Can I add additional Website URL’s?
- The website listed on Clinic Details is incorrect, How do I update this?
- My Website URL doesn’t take me to the correct website/URL link
- What if I want to add additional details to my address? eg. Floor Number, behind X Building etc
- Why can't I delete my Clinic?
- Why can't I click on my Website URL?
- What does the delete button do?
- Why do I have to deregister my device before I can delete my clinic?
Account
- What does the button at the top of the page with my initials do?
- My name is incorrect on the Account page
- My email address is incorrect on the Account page
- Can I change the email address for my User Account?
- Can DermapenWorld reset my Password?
- The Country listed on the Account page is incorrect.
- Does deleting my User Account deregister my device?
- What does the "Delete Account" button do?