Support

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Frequently Asked Questions

We've gathered together a few of the most common questions we get to help you out...

Troubleshooting

My BrightSign glove won’t turn on?

Due to shipping restrictions related to batteries, we aren’t allowed to deliver our gloves more than 30% charged. If it won’t turn on when it arrives, chances are you just need to charge it up using the included micro-USB charging cable and wall plug.

What do the different light colours mean on the glove?

The meanings of the different LED colours and patterns are explained in the table below:

LightMeaning
Long blue pulsesThe glove is turned on and waiting to connect
Short blue flashesThe glove is turned on and connected
Red flashes once (when you try to turn it on)The glove is out of power and needs charging before use
Red flashes with blue (when turned on)The glove’s battery is low - you will need to charge it soon

The glove disconnects when I try to connect the TOKK speaker?

On some smart devices, connecting the TOKK speaker can cause the glove to disconnect. This is due to a limitation of the Bluetooth support on your smart device. If you experience this issue, please ensure that you connect the TOKK speaker before the glove, or alternatively, restart the app and then reconnect the glove after it has disconnected.

My glove is turned on but won’t pair with the app?

Ensure that you have Bluetooth enabled on your smart device and have also granted all of the permissions requested by the app. When you first pair your glove, the app needs to be able to connect to the internet (mobile data or Wi-Fi) in order to ensure that the glove firmware is up to date. If you still experience issues, please contact us and include your unique glove ID, shown on the warranty information leaflet in the box.

When I try to translate a sign, nothing happens.

Ensure that the phone is connected to the internet and has a good connection. Try selecting a different language, and performing a different sign.

The glove occasionally doesn’t match my signs correctly.

Please make sure that you perform each sign as consistently as possible. If you have two signs that are very similar, the glove may have difficulty telling them apart.

The app has frozen and won’t respond.

Try force closing the app and turn the glove off and on again. If the app won’t close, turn the phone off and on again too.

Maintenance

Can I wash my glove?

You can use a damp cloth to clean the textile portion of the glove, but it can’t be machine washed at home due to the sensitive electronics. However, we do offer a machine washing service with pick-up and collection of your glove included. If you want us to wash your glove, please get in touch with us to book a collection.

Can I get a charger for a different country?

Absolutely, you can find spare UK as well as EU and USA wall plugs on our online shop.

I’ve lost my charger, can I get a replacement?

Of course - we have replacement USB chargers as well as different country’s wall plugs on our online shop.

Ordering & Offers

Do you offer reduced pricing for larger orders of gloves?

Yes - please get in touch with us and we will be happy to discuss your order.

Are there schemes to let me get a glove for free?

Yes. Lots of countries and local authorities have grants and schemes to allow those that need assistive technology to access it at little or no cost. If you aren’t sure what schemes you may have access to, please get in touch with us and we can absolutely let you know what is available.

Can I donate a glove to a disadvantaged and vulnerable child that needs one?

Absolutely - we are starting the BrightSign Foundation; a charity dedicated to increasing awareness, and providing sign language education and assistive technology to disadvantaged children, young people and adults. For now, you can make donations through our online shop. Unlike many charities, we don’t spend huge amounts on marketing and fundraising - 100% of all donations go towards helping those in need.

Shipping & Delivery

What countries do you ship to?

We ship globally, with next-day delivery in the UK, 2 working day delivery in Europe, and 3 working day delivery to the majority of the rest of the world.

How long will it take to get my order?

We dispatch orders made before 2pm (UK time) on the same day. All orders are shipped with fully tracked, next-day delivery in the UK, 2 working day delivery in Europe, and 3 working day delivery to the majority of the rest of the world. If you have a query about a specific country, please get in touch with us and we will be happy to help.

Something else?

Get in touch with us on our contact page and we will help you out!

Get in Touch!