Pico 2 Support

To use the Snuza Connect app, your smartphone must meet the following minimum requirements:

* Bluetooth® 4.0 or later

*Apple devices: iOS 13.0 or later

*Android devices: Android 6.0 or later

Ensure that Bluetooth is enabled on your smartphone before attempting to connect to your Pico 2.

If you're unsure whether your smartphone supports Bluetooth 4.0 or later, refer to your device manufacturer's specifications.

The most common reason the Snuza Connect app stops running in the background is your smartphone's battery or power-saving settings. Some smartphones automatically restrict background activity to conserve battery life, which may affect app notifications.

To help ensure you receive notifications:

1. Allow the Snuza Connect app to run in the background.
2. Disable battery optimisation or power-saving restrictions for the Snuza Connect app.
3. Ensure Bluetooth is enabled and your smartphone remains within Bluetooth range of the Pico 2.
4. Refer to your smartphone manufacturer's instructions for managing background app settings.

If you continue to experience issues after checking these settings, please contact support@snuza.com for further assistance.

No. The Pico 2 has a built-in rechargeable battery that cannot be replaced. Recharge the battery using the supplied charging cradle.

If the Bluetooth Indicator Light is flashing pink, your Pico 2 is in Pause mode and movement activity will not be monitored. Ensure that:

1. The clip is fully closed.
2. The Pico 2 is not paused in the Snuza Connect app.
3. The Pico 2 is attached securely to a snug-fitting diaper (nappy) with the sensor in contact with your child's tummy.

If the issue persists, perform a hard reset by opening the clip and pressing and holding the power button for 10 seconds. If movement activity is still not detected, please contact support@snuza.com for further assistance.

A Pico 2 can only be registered to one Snuza account at a time.

If you purchased your Pico 2 new and are unable to register it, please ensure you have entered the serial number correctly. If the issue persists, contact support@snuza.com and we will be happy to assist you.

If you purchased your Pico 2 second-hand, ask the previous owner to remove the device from their Snuza account. They can do this by signing in to their account at www.snuza.com, selecting the registered Pico 2, and choosing the Deactivate option.

Click on this link to reset.

First, make sure your Pico 2 is running the latest firmware version.

To check your firmware version:

Android: Open your Pico 2 settings in the Snuza Connect app. The firmware version is displayed below the Pico 2 serial number.

iPhone: Open your Pico 2 settings, tap the "i" icon in the top-right corner, and view the Firmware Version.

If your Pico 2 is up to date, also check that:

1. The Pico 2 is attached securely to a snug-fitting diaper (nappy).

2. The top edge of the diaper (nappy) has been folded over before attaching the Pico 2.

3. The sensor is in contact with your child's tummy.

4. The device is positioned appropriately for your child's preferred sleeping position.

The device is not in Pause mode.

If you continue to receive unexpected movement notifications, please contact support@snuza.com for further assistance.

Yes. You can invite another caregiver as a secondary user through your Snuza account.

1. Sign in to your account at www.snuza.com.

2. Open your Pico 2 dashboard.

3. Select the option to Invite a Secondary User.

4. Enter the caregiver's details and send the invitation.

Once the invitation has been accepted, the secondary user will be able to connect to your Pico 2 using the Snuza Connect app.

When you first attach the Pico 2, the device is typically cooler than your child's skin. It may take 10 to 15 minutes for the sensor to adjust to your child's skin temperature and for the reading to stabilise.

Please note that the Pico 2 measures skin temperature, not body or core temperature. Skin temperature readings may differ from your child's body temperature and should not be used for medical purposes.

First, perform a hard reset:

1. Open the Pico 2 clip.

2. Press and hold the Power button for 10 seconds.

3. Release the button and wait for the indicator lights to stop flashing.

4. Turn the Pico 2 on again.

The hard reset can be performed whether the Pico 2 is switched on or off.

If the issue persists after performing a hard reset, please contact Snuza Support at support@snuza.com for further assistance.

The Pico 2 communicates with your smartphone using Bluetooth. To help maintain a reliable connection:

1. Attach the Pico 2 securely to your child's diaper (nappy) so that it remains in the recommended position.
2. Keep your smartphone within Bluetooth range of the Pico 2.
3. Avoid carrying your smartphone in a pocket or bag when possible. Placing it on a nearby non-metallic surface may improve the connection.
4. Minimise large obstacles, particularly metal objects or reinforced walls, between the Pico 2 and your smartphone.

Wireless devices operating in the 2.4 GHz frequency band, including some Wi-Fi networks and Bluetooth devices, may affect Bluetooth performance. If your Wi-Fi router supports both 2.4 GHz and 5 GHz, using the 5 GHz band for compatible devices may help reduce wireless congestion.

If you continue to experience connection issues, please contact support@snuza.com for further assistance.

If your Pico 2 still has battery power and the Remote ON/OFF feature is enabled, you may be able to connect to it using the Snuza Connect app while it is within Bluetooth range.

Once connected, switch your Pico 2 ON remotely and leave it undisturbed. If no movement activity is detected for approximately 15 seconds, the Pico 2 will provide a vibration notification, followed by an audible notification approximately 5 seconds later. This may help you locate the device.

If you are unable to reconnect, ensure the Pico 2 is within Bluetooth range, has sufficient battery charge, and that the Remote ON/OFF feature is enabled.

Ensure that the top edge of the diaper (nappy) is folded over before attaching the Pico 2. The clip is designed to grip the folded section of the diaper (nappy) for a secure fit.

Also check that:

• The diaper (nappy) fits snugly around your child's waist.
• The Pico 2 is clipped fully onto the folded diaper (nappy) with the clip securely closed.
• The diaper (nappy) is not excessively wet or full, as this may reduce the security of the fit.

Refer to the Quick Start Guide or User Manual for detailed instructions on attaching your Pico 2 correctly.

The Pico 2 is designed to connect to one smartphone or tablet at a time via Bluetooth. To connect a different smartphone or tablet, first disconnect the current device before pairing the new one.

If you would like another caregiver to access your Pico 2, you can invite them as a secondary user through your Snuza account.

Before using your Pico 2, ensure it is running the latest firmware version. Your smartphone must be connected to the internet to download firmware updates.

1. Connect the charging cradle to power and place your Pico 2 in the charging cradle.
2. Open the Snuza Connect app and connect to your Pico 2.
3. Leave the Pico 2 connected to the app and charging.
4. Firmware updates are downloaded and installed automatically when available.
5. Keep your smartphone within Bluetooth range of the Pico 2 until the update is complete.

To check your firmware version:

• Android: Open your Pico 2 settings in the Snuza Connect app. The firmware version is displayed below the Pico 2 serial number.
• iPhone: Open your Pico 2 settings, tap the "i" icon, and view the Firmware Version.

Important:

• Keep the Pico 2 connected to the charging cradle throughout the update.
• Do not disconnect Bluetooth or close the Snuza Connect app until the update has completed.

If the firmware has not updated after 3 hours, or if you experience any issues, please contact support@snuza.com for assistance.

Please check the following:

• Ensure the USB cable is fully inserted into the charging cradle.
• Ensure the power adapter is connected to a working power outlet and switched on (if applicable).
• Try a different power outlet, USB cable, or compatible power adapter if available.

If the Power Indicator Light on the charging cradle still does not illuminate, please contact support@snuza.com for further assistance.

Yes, provided the USB power adapter has an output of 5 V DC and at least 200 mA.

Before using an alternative power adapter, check its output specifications on the adapter label.

If you need a replacement, you can also purchase a compatible USB power adapter from most electronics retailers.

The Pico 2 clip is designed to be removable for cleaning and can be reattached if it becomes detached.

To reattach the clip:

1. Open the Clip Lever beyond the 60° position and remove it, if necessary.
2. Hold the lower clip at approximately a 90° angle to the Pico 2, with the teeth facing towards the device.
3. Insert the right pin into its slot.
4. Firmly pull the left side of the clip until the second pin clicks into place.
5. Refit the Clip Lever and ensure both the clip and Clip Lever are securely attached before using the Pico 2.

Watch our step-by-step clip reattachment video here:

View the Clip Reattachment Guide

If the clip or Clip Lever is damaged or cannot be reattached securely, please contact support@snuza.com for further assistance.

Please try the following:

1. Ensure the Pico 2 has been charged for at least 2–3 hours using the supplied charging cradle.
2. Perform a hard reset:

• Open the Pico 2 clip.
• Press and hold the Power button for 10 seconds.
• Release the button and wait for the indicator lights to stop flashing.
• Press the Power button again to switch the Pico 2 on.

1. If the Pico 2 still does not turn on, place it back on the charging cradle and confirm that the Battery Indicator Light flashes to indicate charging.

If the Pico 2 still does not turn on after completing these steps, please contact support@snuza.com for further assistance.

Before performing a hard reset, ensure the Pico 2 has sufficient battery charge by placing it on the charging cradle for at least 2–3 hours.

Then perform a hard reset:

1. Open the Pico 2 clip.
2. Press and hold the Power button for 10 seconds.
3. Release the button and wait for the indicator lights to stop flashing.
4. Press the Power button to switch the Pico 2 on again.

The hard reset can be performed whether the Pico 2 is switched on or off.

If the system fault indication continues after completing these steps, please contact support@snuza.com for further assistance.

If you haven't received your registration email, please try the following:

1. Check your Junk or Spam folder.
2. Go to www.snuza.com and select Forgot Password.
3. Enter the email address you used to register.
4. If your account has not yet been activated, you will be prompted to complete the registration process.

If you still do not receive the email, please contact support@snuza.com for further assistance.

Please try the following steps:

1. Perform a hard reset on your Pico 2:

• Open the Pico 2 clip.
• Press and hold the Power button for 10 seconds.
• Release the button and wait for the indicator lights to stop flashing.

1. Ensure Bluetooth is enabled on your smartphone and that the Pico 2 is within Bluetooth range.
2. For Android devices, clear the Bluetooth cache (if supported by your device).
3. For iPhone devices, go to Settings > Bluetooth, select your Pico 2, and tap Forget This Device. Then reconnect using the Snuza Connect app.

If you are still unable to connect after completing these steps, please contact support@snuza.com for further assistance.