Introduction

At Philips Sonicare we are proud to be the number 1 recommended electric toothbrush by dental professionals and are committed to delivering high quality products. As part of our commitment to excellence we want to ensure that you have the best possible experience with our product, therefore should you encounter any issue with your toothbrush then we are here to help.

Please follow the troubleshooting links on the left handside so that we can quickly offer you the best resolution.

Handle not turning on

  1. If the handle has 2 buttons, ensure the correct button is being pushed – power button vs. mode button. The mode button will not turn the toothbrush on.
  2. Turn on the toothbrush with a brush head attached and place the handle near your ear. If you hear a soft humming sound, it is likely that a fault has occurred.
  3. Please remove the brush head and check if the metal shaft on the handle is loose, or comes out of the handle? If it does, it is likely that a fault has occurred.

If you can identify any of the above conditions please click next
If neither of the above applies to your toothbrush please check the troubleshooting options again, as it may be a charger issue.

Turning itself on

If your toothbrush turns itself on without you pressing a power button, then please click next

The metal shaft/adaptor on my handle is loose

Please remove the brush head, and see if the metal shaft on the handle is loose.

If yes, please click next
If no, please check the troubleshooting topics again.

Brush head slides off metal shaft from handle

  1. Is it the first time this happens? If so, try using a different brush head.
    If this works, please continue with step 2.
    If the brush head still slides off, please click next.
  2. Brush heads are not covered within our warranty conditions.
    If you would like to purchase a new brush heads please visit our shop

My handle does not vibrate at all or doesn't change the vibration mode

Without a brush head placed on the handle, the vibration mode may be hard to notice. Try placing a brush head on the handle and turning it on.
Make sure that the toothbrush is charged properly - place the handle in the charger and charge for 24 hours before turning it back on.

If the handle still does not vibrate, or if the modes do not change, please click next
Otherwise, check the troubleshooting topics again.

Charger base does not work

  1. Please check if the handle still operates normally by attaching a brush head and turning on the handle to verify if the brush head vibrates.*
  2. If the handle works properly, plug the charger into a working outlet.
Turn on the handle with a brush head attached and slowly put the handle into the charger base.
If the charger is functioning, the handle will turn off automatically.
If handle stays on, please click next
If the handle turns off, check the topics in the handle troubleshooting menu.

*if the brush head does not vibrate, please check the topics in the handle troubleshooting menu.

Handle does not operate for more than a few days, then needs recharging

  1. Can you use your toothbrush for more than 24 brushing sessions?
    If yes, the handle is functioning normally.
    If not, then make sure you have charged your toothbrush for at least 24 hours and try again.
  2. Is the charge indicator light on the handle still blinking?

If yes, please click next
If not, please check the troubleshooting topics again.

Replacing your charger

Unfortunately we suspect that the charger of your toothbrush may be at fault.
To enable you to fully enjoy your product again, we would like to send you a replacement charger.

  • Please register your details using the link below
  • We will send you a free post address by email, where you may return the faulty charger. Please keep all accessories – do not send your handle or toothbrush heads
  • As soon as we receive your charger, we will send you a replacement.
  • The whole process should not take longer than 5 – 7 days.

Please register your details here

Replacing your handle

Unfortunately we suspect that the handle of your toothbrush may be at fault.
To enable you to fully enjoy your product again, we would like to send you a replacement handle.

  • Please register your details using the link below
  • We will send you a free post address by email, where you may return the faulty handle. Please keep all accessories – do not send your charger or toothbrush heads
  • As soon as we receive your handle, we will send you a replacement.
  • The whole process should not take longer than 5 – 7 days.

Please register your details here