Why am I being asked to take a picture of my hearing aid after troubleshooting?

We require customers to send photos of their hearing aids so our team has more information to better diagnose the issue you are experiencing! 

There are 3 things to consider when taking a photo for our records:

The Surface: Place the hearing aids on a flat surface that is not the same color as the hearing aids, such as a table or kitchen counter. (Tip: Placing the devices on a piece of paper on any flat surface will work!)

The Angle: We need to be able to clearly see the top of the hearing aid (action button and microphone ports), as shown in the example photo above.

The Focus: Please make sure the hearing aids are the focus of the photo by doing these 3 things:

• Make sure the Flash is off
• If the hearing aids seem blurry, tap them on the phone screen, and your phone will refocus on the hearing aids.
• Be close to the hearing aids. Make sure you’re not taking a picture of a hearing aid too far away, as we won’t be able to properly assess the hearing aids.