Oral-B Electric Toothbrush FAQ

Oral-B Electric Toothbrush FAQ

Frequently Asked Questions

1. How can I register or re-register for an Oral-B account in the

Oral-B app?

The latest Oral-B app is designed to better track your brushing progress and deliver more personalized insights so you can improve your gum health. Since the app is an entirely new experience, new and current Oral-B users will have to register for a new login account.

How to create an Oral-B account if you’re a new user:

1. Download the new Oral-B app from the Google Play Store or the iOS App Store
2. Open up the app and follow instructions on your screen to complete registration
3. You can always register for an Oral-B account at a later date by simply navigating to the “MORE” screen within the app.

How to create an account within the new Oral-B app with your existing Oral-B Me or Oral-B Cloud login:

1. Download the new Oral-B app from the Google Play Store or the iOS App Store
2. Open up the app and follow instructions on your screen to complete registration
3. You can use your existing username and password as long as the password meets the new criteria

Still having trouble registering? Follow the troubleshooting steps below to help resolve the issue:

1. Be sure to have the latest version (version 8.x) installed
2. Connect to a reliable WiFi network and check that our brush is connected
3. Make sure your phone is set to the correct region
4. Check that you have read the required terms, you may have to scroll to the bottom of the legal disclaimer text to tick off the checkbox
5. Manually enter your login credentials, autofill may cause you to accidently submit “blank” fields”
6. Check that your password meets the new criteria, making your password visible can help keep track of this

If you had to reset your password but still haven’t received a confirmation code:

1. Check your inbox or spam folder for an email from noreply@m.oralbconnect.com
2. Be sure to have the latest version (version 8.x) installed
3. Connect to a reliable WiFi network and check that our brush is connected
4. Make sure your phone is set to the correct region
5. Still no code? Tap the “resend code” button within the app
6. Enter your confirmation code manually, autofill may cause you to accidently submit “blank” fields”

If you’re still experiencing issues with registration or login please contact Customer Support at 1-800-56-ORALB (1-800-566-7252) for further assistance.

2. Where can I find my past brushing data in the new app?

The latest Oral-B app is designed to better track your brushing progress, offer up more personalized insights, and improve your brushing routine—that includes how your daily brushing data gets recorded.

If you’ve upgraded from the previous version of the Oral-B app, you can find your historical brushing stats which were under “ACTIVITIES” now in the “HISTORY’ section of the new app.

If you’ve switched from the OB Professional app, your brushing data will have to be tracked anew.

Still experiencing issues when trying to access your brushing data? Follow the steps below to help resolve the issue:

1. Do not delete and reinstall the app or perform a factory reset on your brush handle—both may eliminate the chance of recovering your brushing data
2. Contact our Customer Support team at 1-800-56-ORALB (1-800-566-7252) and provide details regarding the type of data lost, previous app version used, your brush type, and phone software

3. How do I connect my new Oral-B electric toothbrush to the app?

If you’re having an issue connecting your Oral-B electric toothbrush to the app, you may have to update to the latest version of the Oral-B app. You can manually update to version 8.x by going to the Google Play Store or iOS App Store.

Follow the steps below to manually reconnect or add your new Oral-B electric toothbrush to the latest Oral-B app:

1. Open up your Oral-B app and navigate to the “MORE’ screen

2. Select the “YOUR BRUSH” option from the menu

3. Tap “CONNECT NEW BRUSH” at the bottom of the screen

4. Select “YES” when prompted to connect your toothbrush

5. Tap “START” on the welcome screen

6. Press the power button on your electric toothbrush once to activate Bluetooth

7. The app will let you know when your electric toothbrush has been located

8. You can turn off your electric toothbrush after it has successfully connected to the app

If you’re still experiencing connectivity issues please contact Customer Support at 1-800-56-ORALB (1-800-566-7252) for further assistance.

4. How can I get my Position Detection feature to work in the new app?

Position Detection and Brushing Recognition should continue to work as long as your Bluetooth connection is secure.

To brush without the disruptions, make sure your phone is in “normal” mode and not on “power saving.”

If you continue to experience connectivity issues, you may need to manually reconnect your Oral-B brush to the latest Oral-B app (version 8.x).

Follow the steps below to manually reconnect or add your new Oral-B electric toothbrush to the latest Oral-B app: Follow the steps below to manually reconnect or add your new Oral-B electric toothbrush to the latest Oral-B app:

1. Open up your Oral-B app and navigate to the “MORE’ screen
2. Select the “YOUR BRUSH” option from the menu
3. Tap “CONNECT NEW BRUSH” at the bottom of the screen
4. Select “YES” when prompted to connect your toothbrush
5. Tap “START” on the welcome screen
6. Press the power button on your electric toothbrush once to activate Bluetooth
7. The app will let you know when your electric toothbrush has been located
8. You can turn off your electric toothbrush after it has successfully connected to the app

If you’re still experiencing connectivity issues please contact Customer Support at 1-800-56-ORALB (1-800-566-7252) for further assistance.

5. How long do I need to charge my Oral-B rechargeable electric

toothbrush?

To get the most out of your Oral-B electric toothbrush, it’s important to fully charge it before your first use. Depending on the type of rechargeable electric toothbrush you have, it will take anywhere between 12 to 18 hours* on average to fully charge your brush. Be sure to follow the usage instructions that came with your handle to maximize run-time.

*Applicable to all Oral-B handles except the Oral-B iO 7, 8 and 9 Series which require an average charge time of just 3 hours.

Does my Oral-B rechargeable electric toothbrush come with a charge indicator?

Most Oral-B handles have a charging indicator to let you know its battery status or if a charge is needed. However, the Vitality does not—for optimal performance, keep your Vitality brush on its connected charger when not in use. To maintain the maximum capacity of the rechargeable battery, unplug the charging unit and fully discharge your handle every 6 months.

For brushes in our Pro series, you will notice a battery charging and low battery status indicator directly on the handle. If you have a Genius or iO handle, you will notice a charging indicator as well as a battery status symbol.

If you share your Oral-B handle with one or more people, brush more than twice a day, or brush for longer than 2 minutes a session, you may need to charge your handle more frequently.

How do I know if my brush is fully charged?

Depending on the series, your Oral-B rechargeable toothbrush may feature charging indicators and different battery symbols to inform you when your brush is charging, when it’s at full charge, and the status of your handle’s battery.

What is the charge time for my specific Oral-B rechargeable electric toothbrush and how long does the battery last when fully charged?

Depending on the type of rechargeable electric toothbrush you have, it will take anywhere between 12 to 18 hours on average to fully charge your brush. If you have an Oral-B iO 7, 8 or 9 Series Toothbrush, the full charge time is only about 3 hours! How long a fully-charged battery will last depends on how often and how long you brush. The Oral-B Genius will last more than two weeks when brushing 2 minutes twice per day. Be sure to fully charge your Oral-B rechargeable electric toothbrush to maximize battery life.

My brush is still not working/won’t turn on

1. If the internal components of your handle are damaged from a fall or other accident your brush will not work.
2. Every Oral-B rechargeable electric toothbrush comes with an optional 2-Year Extended Warranty, get started by creating an Oral-B profile and registering your brush.
3. If still need additional support, you can contact our customer service team at any time.

What is Oral-B’s best rechargeable toothbrush?

The Oral-B iO series features the latest in brushing technology to deliver a superior clean*. The series combines Oral-B’s iconic dentist-inspired round brush head with powerful, but gentle micro-vibrations for a professional clean feeling every day.

*vs a regular manual toothbrush

Taking convenience and charge to the next level, the award-winning Oral-B iO9 includes a Power2Go Charging Travel Case so you can charge your handle and your phone form anywhere.

6. Can I use my Oral-B electric toothbrush charger abroad?

Our Oral-B electric toothbrushes all come with region specific battery chargers. To use them abroad you may need a voltage converter, plug adapter, or both as it depends on the country you are traveling to.

Follow these simple steps to find out if you can use your toothbrush abroad:

1. Check the voltage printed on the base of your charger.
2. Check the voltage of the country you are travelling to.
3. Check the table below to find out if you need a voltage converter.

What is a plug adapter?

A plug adapter allows a dual-voltage appliance from one country to be plugged into the wall outlet of another country.  They do not convert electricity.

What is a voltage converter?

A voltage converter is an electric power conversion device used to change the electrical output of a power source. You can find plug adapters & voltage converters at most electronics or travel stores. Oral-B does not make either.

Are you travelling from the USA to Europe?

If your charger is a USA 110v you can purchase an Oral-B 220v charger which can be used overseas, instead of using a voltage converter. The charger will work in most European countries that have the two round plug ends. We also recommend purchasing a plug adapter in case you visit a country that has a different plug style such as the UK.

For all rechargeable brushes except those with lithium-ion batteries (e.g., 7000, 5000, 1000):

You can order a genuine Oral-B 220v charger (part number 81477283) directly from our Authorized NA Parts Distributor, Encompass, at:https://braun.encompass.com/item/10624247/Oral-B/81477283/.

For rechargeable brushes with lithium-ion batteries (Genius, 6000/6500/7500; says Type 3765 on bottom of handle):

You can order a genuine Oral-B 220v charger (part number 81574175) directly from our Authorized NA Parts Distributor, Encompass, at:https://braun.encompass.com/item/10868429/Oral-B/81574175/.

Helpful links:

www.oralb.com
www.service.braun.com

This is a public-facing article intended to help consumers self-serve.

Additional information regarding adapters/converters

VERY IMPORTANT:  The voltage rating of the charger and the voltage in the outlet have to be the same in order to use the product without damaging it.

If the charger voltage and the country outlet voltage match, but the plug is a different shape (doesn’t fit the socket), they can use a plug adapter. These can be purchased at stores like Best Buy, online or in small electronics stores.

If the charger voltage and the country voltage DO NOT match, there might be a couple options:

• Consumer can buy a voltage converter (may also be called a travel adapter/converter). A converter either ramps up power or reduces it, depending on what you are converting to and from (i.e., 110v to 220v or 220v to 110v). Again, try Best Buy, searching online or in small electronics stores
• If someone from NA is travelling to Europe, they can purchase an Oral-B 220v charger which can be used overseas. This way you do not have to use a converter (and it’s a less expensive option). The charger will work in most European countries that have the two round plug ends. We also recommend purchasing a plug adapter in case you visit a country that has a different plug style. See response above for links to purchase on Encompass site.

** Recommend that if a consumer is travelling they are much better off purchasing the European equivalent chargers which we sell.

7. Can I use my Oral-B electric toothbrush in the shower?

Yes, all Oral-B electric toothbrushes are waterproof, so it is fine to use them in the shower. However, we don’t recommend immersing your brush in water.

We know using your toothbrush in the shower saves a vital few minutes on hectic mornings. Just make sure that you completely dry the handle after use and before charging.

8. How can I get Oral-B coupons or samples?

Check out our Oral-B Coupons and Offers! They change all the time, so check back regularly to find great ways to save on Oral-B!

For more great savings visit P&G Good Everyday where you will find all our Printable Coupons, Shopper Card Coupons, and information about our P&G brandSAVER newspaper coupons. Any available samples will also be found here.

Offers do change, so if you don’t see any Oral-B coupons today, be sure to check back soon.

Enjoy saving!

9. How do I know which Oral-B electric toothbrush I have?

Knowing the model of Oral-B electric toothbrush you have is very helpful. It can be used to determine the appropriate parts and accessories for your toothbrush. There are two numbers on the handle which are important, the Type Number and the Production Code.

Type Number

This will identify which model of electric toothbrush you have. It is a 4-digit number which can be found on the underside of your toothbrush and is highlighted by the red arrows below. The Type Number should also be listed on the user manual for your toothbrush.

Production Code

This may be needed if you contact Oral-B with questions about your toothbrush. The format varies depending on the model; the blue arrows below point to the production codes for those brushes.

Please note that the packaging or box for your toothbrush might also list a Type Number. If it says “Type 3757”, that’s actually the Type Number for the charger, not the toothbrush. To double-check, you can find the charger Type Number on the underside of the charger.

The toothbrush Type Number can be used to

• locate the parts or accessories compatible with your toothbrush, or
• download the user instruction manual for your particular model.

All you need to do is visit our Service Website. Once there, choose either “I need to find replacement parts and accessories” or “I need to find and download/print user instruction/manual”. Simply enter your toothbrush’s Type Number.

10. Popular questions about Oral-B warranty and service

Got a question about Oral-B warranty or service? Chances are we’ve answered it here!

What is covered in my Oral-B warranty?

Your Oral-B warranty starts on the day of purchase and runs for 2 years. If your Oral-B product is defective during the warranty period, we will replace it free of charge*.

The warranty does not cover cosmetic damage such as scratches, or damage caused by:

• Normal wear and tear
• Accident, misuse, dirt or water
• The product being tampered with
• Improper use
• Repairs carried out by agents not authorized by Oral-B/Braun
• Failure to take proper care of the product, including recharging
• The product being altered or used for commercial purposes

*The Service Center will send you a like-for-like technical replacement, or if this is not possible a device of a higher specification. The Service Center may not be able to supply a toothbrush of the same color.

How can I get my Oral-B electric toothbrush serviced?

If you’re experiencing a problem with your Oral-B toothbrush, check out our Online Repair Service! There you’ll find troubleshooting tips which may help resolve the issue. Simply go to service.braun.com, select your Region, Country and Language and then click on the “Online Check” button.

If you’re unable to fix the problem and need to send your toothbrush for service, you can use the online service to print off a pre-paid mailing label and get a tracking number. The tracking number will enable you to track the progress of your request.  Please note you must have a receipt to get a pre- paid mailing label and your brush must be within its warranty period.

If you’re unable to use the Online Repair Service, please see the instructions below.

For In Warranty service, follow these simple steps:

1. Visit www.service.braun.com to find details of your closest Braun/Oral-B Authorized Service Center.
2. Send the product directly to the Service Center, including:

• All system components (e.g., toothbrush handle, charger, power cord, SmartGuide). You do not need to include accessories like the brush heads or refill stand.
• A copy of your proof of purchase (always keep a copy for yourself).
• A letter including the following information: your name, return mailing address, contact phone number, e-mail address and a brief explanation of the problem you’re experiencing with the product.

If you include your e-mail address, the Braun/Oral-B Service center will send you updates when the product is received and when product is shipped back, along with a tracking number.

All products sent in for service must be well packaged and sent in a box suitable to withstand normal freight handling. It is recommended that your package is appropriately insured and shipped using a carrier who can provide tracking. We will cover all repair costs and return shipping to you.

For Out of Warranty service: You can still send your device to a Braun/Oral-B Authorized Service Center for service at your own cost. If the product warranty has expired, a quote will be sent to you for approval and payment, prior to any service. Before shipping your device, we recommend you call the authorized Service Center to discuss your service needs.

Can I replace the battery in my Oral-B electric toothbrush?

No, you cannot replace the battery in your Oral-B electric toothbrush. The battery is contained within the electronics of the toothbrush handle and the unit is then sealed to keep it water tight. For these reasons we do not provide replacement batteries for Oral-B electric toothbrushes.

Where can I buy Oral-B replacement chargers, brush heads and other parts?

You can order Oral-B replacement chargers, brush heads, handles, travel cases and other parts and accessories directly from our most reliable distributor in North America, Encompass Supply Chain Solutions. You can order by phone by calling 1-866-779-5301 or by using their website encompass.com/brands/orb/Oral-B.

They offer a number of benefits:

• Online orders via their website
• Best stock availability and widest selection
• Items can be searched by part number, model and type number
• Shipping to both US and Canada

If you have any questions you can contact their call center which is available from M-F 8am to 6pm and they have live chat available M-F 9am to 5pm. They also have an online contact form available 24/7 and a representative should contact you back within 24-48 hours.

Note: Pricing on this site is at the discretion of Encompass. They are not affiliated with P&G.

11. What does the red light on my Oral-B electric toothbrush mean?

A red light on your Oral-B electric toothbrush could be one of the following four things:

• Many of our toothbrushes feature a visible pressure sensor. If you’re pressing too hard on your teeth, it will light up. Remember there’s no need to brush hard or scrub — move the toothbrush slowly from tooth to tooth and let the brush do the work.
• Is the pressure sensor lit up all the time? Sometimes a bit of toothpaste can get stuck around the metal pin which connects to the brush head, and this can trip the pressure sensor. To fix this, try rinsing the metal pin and handle under warm water for at least ten seconds. To prevent this in the future, make sure after every use to remove the replaceable brush head and rinse both parts, before drying and storing them separately.
• If the red light is near the bottom of the handle, this could be the low battery indicator (PRO 1000 and above). It lights up when it’s time to charge your toothbrush, as there is only enough power left in the battery for 1 or 2 more brushes. Now would be a good time to charge it.
• Lastly, the Genius toothbrushes feature a customizable SmartRing which provides visual feedback on your brushing pressure, brushing time and selected mode. Using the Oral-B App, you can change the color of this ring, and there are a number of colors to choose from.

12. Where can I buy replacement parts for my Oral-B brush?

You can order Oral-B replacement chargers, brush heads, handles, travel cases and other parts and accessories directly from our distributor in North America, Encompass Supply Chain Solutions. You can order by phone by calling 1-866-779-5301 or by using their website
https://encompass.com/brands/orb/Oral-B.

They offer a number of benefits:

• Online orders via their website
• Best stock availability and widest selection
• Items can be searched by part number, model and type number
• Shipping to both US and Canada

If you have any questions you can contact their call center which is available from M-F 8am to 6pm and they have live chat available M-F 9am to 5pm. They also have an online contact form available 24/7 and a representative should contact you back within 24-48 hours.

Note: Pricing on this site is at the discretion of Encompass.

Additional option for Canada:

Canadian consumers can also purchase Oral-B replacement parts from:

• Mercury Shaver – Phone: 877.974.2837 (Service offered in both English & French)
  website: http://www.shavercentre.com/canada/

• Pickering Appliances: http://www.pickeringappliances.ca/

13. Why won’t the timer on my Oral-B toothbrush stop on its own?

Oral-B electric toothbrushes include a 2-minute timer to help you brush for the dentist-recommended 2 minutes. With most models, the brush will stutter or shake briefly every 30 seconds to let you know it’s time to move to another area of your mouth, and then after 2 minutes it won’t shut off but will simply stutter a little more noticeably to let you know that you’ve brushed for the recommended time. With Vitality models, the brush will stutter just once — after the 2 minutes is up.

When you are done brushing, you’ll need to manually press the on/off switch to turn the toothbrush off, otherwise it will stay switched on, except for Oral-B iO models which stop after 5 minutes. We don’t have an automatic cut-off because you might want to continue brushing to make sure you’ve got as good a clean as you’d like. After all, it’s your toothbrush to use as you wish!

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