How can we help you?

In most cases, it is due to environmental conditions or the positioning of Isa. Please check the following points:

Strong natural lightOn very sunny days or when close to large windows, intense sunlight can affect the sensor.
Tip: Position the sensor slightly differently or avoid direct sunlight.

Halogen lamps nearby: Powerful halogen lamps can interfere with the sensor signal – especially if they are directed straight at Isa.
Tip: Adjust the light source or move Isa slightly.

Very high ceilings (over 4.5 m): With high ceilings, the signal may be too weak to reliably distinguish between sitting and standing.

Obstructions in the field of vision: Objects such as lamps, chandeliers, or other elements between the ISA and the ceiling can impair detection.
Tip: Ensure the sensor has a clear view upwards.

Too short a distance to the ceiling: With sloping roofs or low ceilings, the distance may be too small to measure correctly.

If it still doesn't work: Feel free to contact our support, we'll help you quickly and find a solution together.

If Isa doesn't work as expected at any time, our support will help you quickly.

Depending on the case, your device will Repaired or replaced, so that you can use Isa again as usual quickly.

Depending on the offer or partner programme, a trial period may be possible.
You can find details on this in the respective offer.

independently, you can at any time from your 14-day right of withdrawal To make use of, without giving any reason.

If you want to return Isa, you can easily initiate the return via our support: orders@deep-care.com

You will subsequently receive a transparent explanation of all further steps.

Alternatively, you can also use our digital returns form:

We currently deliver to several European countries, including Switzerland and Great Britain. The available shipping regions will be shown to you during the order process.

For North America, shipping is handled through our US shop:
us.deep-care.com/shop

Yes. After dispatch, you will receive a Tracking number, which allows you to track your delivery at any time. Alternatively, you can also track your shipment directly via your order number here: Track shipment

The delivery time within Germany is usually 2–4 working days. Depending on the shipping destination, this can vary, for example to Great Britain up to 8 days.

No, Isa deliberately has no battery.

This offers clear advantages:

• Reliability in everyday life: Isa is always ready for use, without charging cycles or sudden failures
• Consistent Performance: no diminishing power due to aging batteries
• Less effort: no charging, no battery management

And more importantly:

• Thinking sustainably: Batteries are often a weak point in product lifespan, causing additional resource consumption, making repairs difficult, and burdening the environment upon disposal.
• Suitable for the usage context: Isa is used exclusively at the workplace, which is precisely where a power supply is already available.
• At first glance, a built-in battery seems practical, but in this case, it brings more disadvantages than real added value.

Isa becomes over USB-C It is powered. We supply a suitable cable and power adapter.

You can also operate Isa via your laptop, however, it can happen that the power supply is not stable. If Isa switches off unexpectedly (black screen), that is usually the reason.

Isa requires a stable USB connection. If your laptop is running on battery power or goes into standby mode, the power supply may be interrupted and Isa will shut down. Ensure that USB power saving mode is disabled (Windows: search for „USB settings“ in the taskbar). Alternatively, simply use the supplied power adapter to keep Isa active at all times.

The setup is simple: Connect and start, Isa is ready to go immediately.

For a quick and optimal start, you'll find video tutorials here for the first steps and explanations of the setting options:

• Core Onboarding Video
• Onboarding Video for Pro
• Onboarding video for Mind (coming soon)

Isa will about an arm's length away located and covers an area of approx. 180° in front of you ab. Important: Between you and the sensors there should be No object found, so that Isa can reliably recognise your behaviour. Furthermore, you should not place Isa directly under your desktop or the like, as Isa also needs a clear „line of sight“ upwards.

Yes. Isa works entirely offline. You only need an internet connection if you want to perform an update; after that, you can use Isa offline as usual.