Sheri
Dissapointed
First, the saline bottle doesn't open. Next, the Xen does not work. Music plays through my phone and not the earbuds. I feel no sensation during a session. Finally, I called on 12/26, but no support personnel is working it seems and I will need to wait until Monday to hopefully get this resolved.
Response from neuvanalife.comDec 27, 2025
Hi Sheri, Thanks for sharing this feedback. A few clarifications that may be useful: • Saline bottle: The micro-drop saline bottle can require a firm pull to remove the bottle from the outer canister on first use. We agree this isn’t obvious and are improving how it’s explained. • Audio & stimulation: Xen uses two Bluetooth connections — one in the Neuvana app (for the stimulation) and a second through the phone’s Bluetooth audio settings. If the audio connection isn’t completed, music will play through the phone speaker and stimulation won’t occur. This is a setup issue rather than a device malfunction. • Support availability: You called late afternoon ET the day after Christmas (and didn't leave a message), when support coverage was limited. That said, clearer communication around availability would have helped, and we’re addressing that. We’re available this weekend to walk through setup by phone and resolve this directly. If Xen isn’t a fit after proper setup, our return policy applies.