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How can we help you?

Find quick answers on ISA, workplace health and daily use.

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.

Sollte Isa einmal nicht wie erwartet funktionieren, hilft dir unser Support Quickly, onwards.

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:

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.

Yes, Isa is continuously being developed. With your membership, you regularly receive new features and improvements.

Updates can simply be performed via Wi-Fi. In doing so, none of your data transferred to us or third parties. Afterwards, you can use Isa completely offline again. Here you'll find a Instructions for carrying out an update.

Isa gives you hints exactly when they make sense, based on your actual behaviour.

You can adjust the intensity individually and thus customise how present Isa is in your daily life. If Isa annoys you (hints are coming too often) or you wish for more coaching, you'll find instructions for that here: Too many tips – or too few? How to get Isa to your level. – Deep Care

We are often asked why we didn't equip Isa with batteries or a rechargeable battery. This was a conscious decision and has several reasons. Essentially, however, it can be summarised as follows

First and foremost, batteries and accumulators lead to increased costs, risks and environmental impacts.

Without these components, the consumption of resources for the manufacture and maintenance of Isa hardware is significantly reduced.

Another advantage of this decision is that every Isa component can be recycled. This helps to minimise the ecological footprint and use resources more sensibly.

Avoiding batteries also reduces the risk of fire hazards, minimises delivery costs, minimises potential delivery problems and helps to optimise the final price of Isa for users.

A battery would improve utilisation relatively little.

As there is usually always a power socket or USB port available in the office setting, the practical use of a rechargeable battery for Isa is very limited. The continuous power supply via USB cable enables reliable and uninterrupted use without users having to worry about recharging. This increases efficiency and sustainable use, as Isa is always ready for use without having to worry about charging cycles or battery levels.

How often do I receive tips from Isa?

How often you receive advice from Isa depends on your individual working behaviour. With the exception of the reminder to drink water or eat fruit, all of Isa's instructions are based on your ergonomic and movement behaviour. The more upright you sit, the more often you change your sitting or standing position, take breaks or carry out movement exercises, the less often you will receive instructions from Isa.

Can I influence how many hints I receive from Isa?

Yes, you can. Firstly through your behaviour. The more active you are and the more ergonomically you work, the less often you will receive instructions.

However, there is also another way you can influence the frequency of hints. By adjusting the coaching mode:

  1. Click on the menu at the top right
  2. Open the "Mode" window at the top left
  3. Choose the mode that best suits your way of working and your level of health.

How do the different modes affect the frequency of notifications?

Starter mode: In this mode, you will receive significantly fewer hints than in the other two modes. This mode is primarily designed to help you gain a better understanding of how you work by tracking and reflecting on your behaviour through Isa.

Healthy centre: This mode is about gradually learning a healthy way of working. The benchmark for this mode is official guidelines, such as those of the World Health Organisation (WHO). This means that Isa will guide you so that you achieve the guidelines.

Full of vigour: Do you want an extra portion of exercise? Then this mode is the right one for you. Isa will guide you through two movement exercises at a time.

When will I receive which notification?

Isa only gives advice or specific instructions when it is necessary from a health science perspective. When exactly that will be depends on how active you are, i.e. how much you move and how ergonomically you work.

The following factors have an influence on how much stress your organism is under and consequently how often you will receive indications:

  1. Firstly, you will receive notifications from Isa if your cardiovascular and metabolic activity drops sharply due to inactivity (lack of exercise). How long this lasts depends on how much you move. Here is a scientifically based example to illustrate this: Assume you sit at your desk for 60 minutes without stopping to sit down. During this time, your metabolic activity drops by up to 90%. One of the consequences of this would be that the nutrient supply in your body is no longer sufficiently guaranteed. Possible consequences include mental and physical symptoms of exhaustion, muscle tension or headaches. In the long term, this can also lead to diabetes, obesity, depression or cancer.
  2. On the other hand, you will receive indications from Isa if your musculoskeletal system, i.e. bones, joints, cartilage and muscles, are under strain. These must be constantly loaded and unloaded so that the cell structures do not break down and are adequately supplied with blood. Regardless of whether you are sitting or standing ergonomically, certain areas are always subjected to too much or too little strain. This is why it is important to vary your posture. Of course, an unergonomic posture puts more strain on some areas than an unergonomic posture, which is why this factor has a strong influence on how often Isa suggests an adjustment.

Deep Care companion app

The Deep Care app is currently undergoing a major overhaul and is therefore unfortunately not available at the moment. For this reason, your Isa is currently unable to connect to your smartphone.

As soon as the app is functional again, you will automatically receive a notification from us.

To calibrate the sit/stand detection

Isa's sit/stand detection is based on an upward-facing sensor that uses the distance to the ceiling as a reference value to determine whether you are sitting or standing.

Make sure that your Isa is calibrated for your workplace. This calibration needs to be done every time you are in a new room. For example, if you use Isa both in the office and at home, you will need to calibrate Isa once for each of these locations.

To calibrate, move your height-adjustable desk up and down 2 to 3 times to calibrate your Isa correctly. Make sure that the desk remains in one position for about 10 seconds each time.

Please take another look at our Introductory video to.

What external factors can affect the function of the desktop sensor?
  • Strong natural light:
    On very sunny days or if your Isa is located directly next to large windows, strong sunlight can affect the sensor.
  • Halogen bulbs in the neighbourhood:
    Strong halogen lamps can interfere with the sensor signal, especially if they are close to Isa or shine directly onto the sensor.
  • Very high ceilings (over 4.5 metres):
    With very high ceilings, the signal from the distance sensor may be too weak to enable precise detection.
  • Obstacles in the sensor's field of vision:
    Hanging lamps, chandeliers or other objects located between Isa and the ceiling can impair detection.
  • Too short a distance to the ceiling:
    This can occur, for example, with sloping ceilings (pitched roofs) if the distance to the ceiling is too small.