Need help with your Enouvation Power Pack? Find solutions to common issues below.
Can’t find your issue? Contact our US-based Customer Care Team here.
Not familiar with a term you see here? Check our glossary.
Product Support & Best Safety Practices
General Care & Maintenance
How should I store my Power Pack when not in use?
Store the pack fully charged in a cool, dry place. Recharge every six months to maintain integrity.
What steps can I take to get the longest life out of my Power Pack?
Disconnect the pack when furniture will not be used for long periods, store it fully charged, avoid constant‑drawing features when possible, use Entelligent Series to manage furniture with high-consumption features, and recharge every six months if unused. For personalized recommendations, request a free system analysis.
What does True Zero mean?
It means the pack is fully depleted below functional range. It occurs when maintenance charging is neglected. If the pack hasn’t been recharged in the last 60 days and it will not recharge, power furniture, or connect to the Entelligent app (Entelligent Series, only) it has reached True Zero. Contact support if a pack will not recharge after 24 hours. Always recharge promptly when power is low to avoid.
What should I do if my furniture is rarely used?
Disconnect and store the pack. Constant drawing features drain power even when unused. Recharge before reconnecting after long periods of non-use.
Usage Guidelines
Can I use my Power Pack while charging?
No. Output is disabled during charging for safety. Inspect packs and wiring before every charge to ensure pack is not damaged or compromised in any way.
Can I use my Power Pack while furniture is plugged into a wall outlet?
No. Never use two power sources at the same time. Always disconnect the transformer when using a Power Pack. Consider the Vault if you’re looking for a true backup.
Safety & Disposal
What if my product (battery case, wiring, or connections) is damaged or compromised?
Stop use immediately. Damaged packs pose a safety risk. Contact our Customer Care Team for help.
What is the proper way to dispose of a lithium battery?
Local, state, or federal laws may prohibit disposal in ordinary trash. Contact your local waste authority or call 1‑800‑822‑8837 for more information. Follow all applicable recycling/disposal guidelines.
Orders & Shipping
How can I track my order?
Shipping notifications are emailed automatically. Check spam/junk folders for notifications that include tracking numbers. Track directly through your email client or the carrier’s website.
Can I change or cancel my order after it’s placed?
Orders may not be changed once shipped. Contact Customer Care as soon as possible for cancellation requests.
Can I get expedited shipping?
No. Only ground shipping is offered. Lithium‑ion air shipping requires special preparation that delays fulfillment. Ground service typically results in comparable or faster delivery.
How should I package my product for return shipping?
Use the original packaging whenever possible. Additional lithium battery specific labeling and return instructions will be provided as needed. Products must be unopened with factory seal intact to qualify for return. See our full policy here.
Customer Care
How quickly does Enouvation typically respond to support inquiries?
Most inquiries receive a response Monday-Friday, excluding major Holidays, within 24 hours. The US‑based Customer Care Team monitors requests daily, and many replies arrive within the same hour depending on volume. Contact Customer Care using the link.
How does Enouvation gather customer feedback to improve products?
Enouvation collects feedback directly from customers through support interactions, system analysis submissions, and retailer‑reported insights. This helps the engineering and Customer Care Teams understand real‑world usage, challenges, and evolving furniture industry needs. Every support inquiry, installation question, and compatibility assessment helps identify trends that guide updates to product design, safety features, and accessory development. For feedback, contact us here.
Troubleshooting
Alerts & Indicators
How does the low‑power buzzer alert function?
It sounds when the pack needs recharging. It may beep during recharging until power rises above the alert level. If beeping continues beyond 45 minutes, see “True Zero” here.
Can I turn off the low‑power alert?
If the alert is active, recharging the pack for at least an hour will stop the alert. Always recharge promptly when alerted.
Why does my pack beep when using my recliner?
This is normal when the pack is low. See above.
Note, it may also indicate the pack is in demo mode if the LED power status button was held. Reset by reconnecting to a powered charger.
Why don’t the LED Power Level Indicator Lights stay on?
LEDs show status briefly to preserve power. They shut off after about five seconds. Press the button again to view power level.
Why do LED Power Level Indicator Lights stay on all the time?
High‑consumption features keep the pack active. LEDs indicate the pack is in use. Turn off the pack (Entelligent) or disconnect when not in use.
Charging
Why doesn’t my pack light up while I charge?
Ensure you are using the Enouvation branded charger and it is plugged into a powered outlet. Try a different outlet if necessary. Note, using off brand chargers may not actually charge the pack and can result in a continuous audible warning while connected.
Why does my pack or charger get warm?
Some warmth is normal. Older wiring may affect charger temperature. Use a GFI outlet or surge strip.
Performance
Why does my furniture stop, beep, then restart?
Some manufacturers’ motors require higher power. This may exceed Power Pack limits. Use recommended packs for each furniture type.
Why does my pack need frequent recharging?
Constant‑drawing features use power even when idle. Features like USB ports and other features rapidly deplete the pack. Consider upgrading to the Entelligent Series to manage these features.
Why is my pack not holding a charge (underperforming)?
Most often, a furniture feature is drawing power. Constant‑drawing features reduce available capacity. Packs are designed for motors only, not extra features. Consider Entelligent Series for better feature control. Request a free system analysis for proper product matching.
Installation & Placement
Why does my Power Pack move during reclining?
It should never move. Movement indicates poor placement. Use an extension cable or proper adapter.
Where can I place my Power Pack?
Keep it clear of moving parts. Use an “e” Extension Cable for flexible placement. Crushed product or damaged wiring is unsafe. Stop use immediately if compromised in any way.
Be sure to review our glossary for any terms you’re not familiar with, or contact our Customer Care Team here if you need any additional help.
Back to top.