Hero^MD Support

YES. The World Health Organization (WHO) recommends that all babies sleep on their backs to reduce the risk of SIDS, unless your paediatrician has recommended that your baby sleeps on the side or tummy for a medical reason. If you have been advised that your baby should sleep on their side/tummy by your paediatrician or find that your baby is starting to roll on their own, please be assured that your Snuza will still work effectively. Although, you may experience some false alarms. You may need to position the Snuza closer to your baby’s side, as more movement occurs at the sides than when sleeping on the back. After a few trials you will find a position to attach Snuza that will provide successful monitoring of movement. Please be advised that if your baby sleeps on their tummy, any alarm sound may be muffled and the use of a sound monitor may be required. Should you have questions or need troubleshooting steps, please contact support@snuza.com.

As with any battery-operated device, we recommend you remove your Snuza's battery if you won't be using it for a few weeks or more. 

This is to avoid potential battery leaks damaging your Snuza. More information on how to remove the battery is available in the user manual which you can find on our website - Snuza.com.

Due to the fact that Snuza Hero^MD is a medical device, there must always be an indication that the device is actually switched on. Therefore, the alarm indicator will flash red when there is no breathing detected for 3 seconds. This is a very short period of time and due to the non-rhythmic breathing pattern of babies you will often see this indicator flash. If there is a breathing movement immediately after the alarm indicator flashing the breathing indicator will flash green too.

If you have any questions or need further asistance, please contact us via support@snuza.com.

1. Switch ON: Press the left-side button to switch your Snuza Hero^MD 'ON'
2. Calibrate: Place your Hero^MD on a flat, stationary surface OR still in your hand until the green light flashes and start up tone is heard. Your Hero^MD is now calibrated and ready to use.
3. Placement: Fold over the top edge of baby's diaper and ensure a snug fit. Slide the Hero^MD onto baby's diaper or elastisized pants, making sure your fingers are between the clip and baby's skin to avoid pinching their skin.

Remember - the Snuza Hero^MD is a medically certified device and for your peace of mind, you'll need to calibrate the device each time it is switched on.

To switch the monitor 'OFF', press the 'ON/OFF' and 'MODE/OFF' buttons simultaneously. A shutdown tone will be heard.

Avoid bending the Hero^MD's Breathing Sensor to prevent damage to it. Any damage to the ultra-sensitive silicone Breathing Sensor would cause the Hero^MD not to function correctly. The guarantee does not cover the battery, incorrect application, tampering, misuse or transport damage. Refer to the 24 month guarantee in the Hero^MD manual for more information. For troubleshooting steps please contact us here.

Switch the Snuza Hero^MD 'OFF'. Remove the battery for 10 seconds and do not press any buttons while the battery is out. Place the battery back in the Snuza Hero^MD and do not switch the Snuza Hero^MD 'ON'. Does the Snuza Hero^MD start alarming with the Battery Indicator Light flashing red? If yes, then should your Snuza Hero^MD fall within the twelve month warranty period still, please contact Customer Care by completing the form on the contact us page.

Remove the battery and press the 'ON/OFF' button while the battery is out. Place the battery back into the Snuza Hero^MD. Do not switch the unit 'ON'. Does the Snuza Hero^MD start alarming with the battery light flashing red? If yes, replace the battery if the Snuza Hero^MD has been used extensively for a long period of time.

If the battery has recently been replaced, contact a Representative should the Hero^MD still falls within the 24 month guarantee. Go to contact us page and complete the form on our website.

The audible tick feature was activated. The Audible tick can be activated or deactivated by pressing the 'MODE/OFF' button. Refer to your manual under Settings for more information on the Audible tick and its usage.

If the Snuza Hero^MD is still under the 24 month guarantee contact Customer Care by completing the form on the contact us page.

To turn the Snuza Hero^MD 'OFF', press both the 'ON/OFF' and 'MODE/OFF'' buttons simultaneous. A shut down tone will be heard. Ensure that the Snuza Hero^MD is 'OFF' after usage.

After usage make sure that the Snuza Hero^MD is switched 'OFF'. An audible tone will be made once the device is shutdown. Not switching the Hero^MD 'OFF' will drain the battery. Please refer to your Hero^MD user manual on our website for more information.

If the Snuza Hero^MD is still under the 24 month guarantee, contact Customer Care by completing the form on the contact us page.

If you would like to purchase a replacement battery for the Snuza Hero^MD, the substitute battery that can be purchased is the Primary-cell Energizer CR2 or Primary-cell Duracell CR2. No re-chargeable batteries to be used.

These can be purchased at most battery or camera retailers.

Replace the battery if the Hero^MD has been used extensively for a long period of time. If the battery has recently been replaced contact a Representative if your Snuza Hero^MD is still under the 24 month warranty period. Contact Customer Care by completing the form on the contact us page.

If no breathing has been detected for 15 seconds, the Hero^MD will gently vibrate in an attempt to rouse your baby. The Alarm Indicator Light flashes red on each subsequent breathing movement alerting you to the fact that there was one period of 15 seconds of no breathing detected . When your Snuza Hero^MD flashes red and you can hear the audible alarm, you need to immediately check on your baby. This alert is activated when no breathing has been detected for full a 20 seconds.

Any damage to the Silicone Breathing Sensor tip would cause the Snuza Hero^MD not to function correctly (this includes bending of the Breathing Sensor). The guarantee does not cover the battery, incorrect application, tampering, misuse or transport damage. Refer to the 24 month guarantee in the user manual for more information.

If there is no physical damage to the device it could be that the Breathing Sensor is not making proper contact with your baby’s tummy. Always ensure that the Snuza Hero^MD's Breathing Sensor maintains constant contact with baby’s tummy.

Refer to your product's user manual under section 'Diaper/Nappy fitment' for more information. If the problem persists contact Customer Care by completing the form on the contact us page.

The Snuza Hero^MD is not designed to connect to an app. Only the Snuza Pico 2 has the ability to connect to the Snuza Connect app and has additional features compared to the Snuza Hero^MD.

The Snuza Hero^MD is a medically certified baby breathing monitor, designed to monitor your baby's breathing. Easily clip it onto your baby's diaper or elasticised pants. If no breathing is detected after 15 seconds, the Hero^MD will vibrate to rouse your baby. If no breathing is still detected after a further 5 seconds (total 20 seconds) an audible alarm will sound to alert you/caregivers to respond quickly and intervene. 

If you have any questions please contact support@snuza.com

This may happen, especially during a nappy/diaper change. Since the Hero^MD has been on your baby's tummy for some time, the device will be the temperture of your baby's skin. Once the Hero^MD is removed from your baby's nappy/diaper and placed on a surface it will then naturally become cooler to the touch and may battle to calibrate when you're ready to clip it back onto the nappy/diaper.

Should your Hero^MD battle to calibrate, hold it very still in your hand to complete the calibration process instead of a flat surface. Once the calibration process is complete, your Hero^MD is now ready for use.

No, your Snuza Hero^MD does not need to directly touch your baby's skin.

Your Hero^MD can be clipped onto the folded waistband of the diaper or elasticated pants, as long as the Breathing Sensor touches your baby in their tummy area. Your baby may also wear a thin layer of clothing (Eg. a vest) between the Breathing Sensor and the skin, but you'll need to ensure that the Breathing sensor maintains contact. The Hero^MD can also be used if your baby is dressed in light clothing (Eg. A Babygro) over the nappy or elasticated pants.

Please keep in mind that too much clothing may muffle the alarm, which needs to be heard clearly if your little one is covered with clothing or blankets.

If you have any questions, please contact support@snuza.com.