SHIFT makes it easy and empowering to look after your hearing health—but of course you’ll still have questions! Help yourself to the answers with this FAQ list.
Answer to your question not here? Email us at firstname.lastname@example.org or contact us for one-on-one access to a friendly expert.
SHIFT hearing app:
Where can I download the SHIFT hearing app?
What do I need the SHIFT hearing app for?
Use the SHIFT hearing app to set up and optimise your SHIFT hearing devices.
Once set up is complete, you can control the sound quality of your hearing devices with the app’s Remote Control function. Adjust volume, access advanced controls such as ‘equalizer’ and ‘wind noise reduction’, change programs, and more.
How do I use the SHIFT hearing app?
Check out our How-To videos for instructions on how to use the SHIFT hearing app.
I received a notification that I should contact the SHIFT team. How do I reach them?
Do I need an internet connection to use the SHIFT hearing app?
No, you don’t need an internet connection, but you do need to make sure your Bluetooth setting is turned ON at all times.
What does the equalizer control do?
The equalizer control adjusts the loudness of specific frequencies of your hearing devices.
Where can I find the SHIFT hearing app user guide?
A physical copy of the user guide is included in your SHIFT package, and you can download a digital copy right here:
What’s the difference between Bluetooth classic and Bluetooth low energy connection?
Bluetooth classic connection allows your SHIFT hearing devices to stream music and phone calls.
Bluetooth low energy connection connects your hearing devices to the app, allowing you to control the volume and programs from your phone.
My right (R) SHIFT hearing device is connected twice and my left (L) SHIFT hearing device is connected once under my Bluetooth settings. Is this supposed to happen?
Yes, this means everything’s working! The right device (R) appears twice because it’s needed for both your Bluetooth classic and Bluetooth low energy connections. Your left device (L) is needed for your Bluetooth low energy connection. You must have all three connections for the SHIFT hearing app to function properly.
Check out our How-To videos for Bluetooth connection and troubleshooting tips with your SHIFT hearing device.
How do I know if I have the right level of hearing loss for SHIFT?
The SHIFT self-fitting hearing device is for adults 18+, with mild to moderate hearing loss.
Our Quick Hearing Check helps you determine if a SHIFT hearing aid would boost your listening experience.
What is a forming wire? Is it safe to bend the forming wire on my SHIFT hearing device?
The forming wire mechanically connects the speaker unit to your hearing device and lets you customise the shape of the speaker cable assembly.
The forming wire is adjustable closest to the top of the hearing device and can be gently adjusted for comfort and visibility while on your ear.
Take care to handle the forming wire gently and with care.
Does the forming wire come in any other size?
The forming wire is one-size-fits-all. During placement, you can gently adjust it so that it’s flush against your ear, for optimal fit.
Check out our How-To videos for directions on how to put on your SHIFT hearing devices. Instructions can also be found in the SHIFT hearing app, and in your product user guide.
How should I store my SHIFT hearing devices?
When you’re not wearing your hearing devices, store them in their charger.
Is it ok to wear the SHIFT hearing devices in the shower?
No way—water is the enemy of hearing aids! Do not wear SHIFT in the shower or bath or immerse them in water.
What happens if my SHIFT hearing devices get wet?
Contact the SHIFT team if your devices get wet. Do not attempt to dry them in an oven or microwave.
My SHIFT hearing devices are unresponsive, what should I do?
If one or both of your hearing devices are unresponsive and have a solid, blinking, or non-activated indicator light, you must reset your device(s).
To trigger a device reset:
- Hold down the bottom portion of the hearing device button for 15 seconds.
- Next, place the devices back in the charger, making sure your charger is plugged into a power source.
- Wait until the indicator light starts blinking (red, orange or green, depending on the individual battery charge level).
- Remove the devices from the charger, and resume normal usage. (If the indicator light is red, this indicates a nearly depleted battery, and should be left in the charger to fully charge.
What happens if only one of my SHIFT hearing devices stop working?
The batteries may have died. To check: place both hearing devices into the charger and check the indicator lights. If the lights are blinking, the devices are not fully charged. Leave your devices in the charger until the indicator light is solid green. Then, remove the devices from the charger—this will turn them on automatically.
If one or both of your hearing devices are still not working, contact the SHIFT team.
Can I control volume and program changes from both my SHIFT devices and the SHIFT hearing app?
Yes, you can control both volume and program changes through either the multi-function button on your hearing device or through the SHIFT hearing app remote control.
Check out our How-To videos for an overview of your SHIFT hearing device controls and how to use the SHIFT hearing app to make adjustments.
How do I turn my SHIFT hearing device on and off?
It’s best to turn your hearing device on and off when it’s removed from your ear so you can see the color and state of the indicator light.
Check out our How-To videos for an overview of your SHIFT hearing device controls.
How do I take phone calls with my SHIFT hearing device?
You can accept, reject or end phone calls through either the multi-function button on your hearing device or by using your smartphone.
Check out our How-To videos for an overview of your SHIFT hearing devices and how to use the SHIFT hearing app with your hearing devices.
What should I do if my SHIFT hearing device makes a high-pitched whistling sound?
This is known as feedback. Feedback can occur when you turn on your hearing devices while putting them into your ears; when slipping clothing over your head; hugging someone; or putting your hand close to your ear. SHIFT devices have feedback management technologies that greatly reduce the possibility of whistling.
How do I charge my SHIFT hearing devices?
Check out our How-To videos for charging instructions.
Please note: the indicator light should not be red while placing devices in the charger. To avoid this, place your hearing devices in the charger without turning them off. They will begin charging automatically.
How long should I charge my SHIFT hearing devices before I wear them for the first time?
Fully charge your hearing devices before wearing them for the first time. It can take up to 3 hours for them to fully charge.
If you want to set up and use your hearing devices right away, you will have a 30% charge, which should last approximately 3 hours depending on use.
Make sure your charger is connected to a power source. The indicator light on your hearing device will become solid green when fully charged.
The charging process automatically stops when the batteries are fully charged, so your devices can be safely left in the charger.
How long will it take to get a full charge on my SHIFT hearing devices?
It can take up to 3 hours.
How long will the rechargeable batteries last?
SHIFT’s rechargeable batteries will last for approximately 2 years, depending on your usage.
I noticed a plug on the bottom of the SHIFT charger that is not for the charging cable. What is it for?
This plug is for the charger power pack, an optional accessory (sold separately) for your SHIFT hearing device.
Are there any other accessories that work with my SHIFT hearing device?
The TV Connector is an optional accessory that when connected, sends sound from your TV directly to your hearing devices. The TV Connector can also transmit sound from stereo systems, computers and other audio sources.
The SHIFT Power Pack offers additional charge for your hearing devices, without the need of plugging the charger into an outlet.
CARE AND MAINTENANCE
How should I clean my SHIFT hearing devices?
Gently wipe down the microphone ports and domes daily, with your SHIFT cleaning brush, and/or a soft cloth, or tissue.
Do not use alcohol or cleansers, as they can harm the internal components and circuitry.
When not in use, always store your hearing devices in the charger. Make sure your charger is connected to an outlet so your hearing devices keep their charge.
Never leave your SHIFT devices loose on a table. If you need to put your hearing devices down and don’t have the charger with you, place them on a clean tissue. Avoid placing your devices on surfaces containing products that could irritate your ears.
Check out our How-To videos for directions on how to clean and maintain your SHIFT self-fitting hearing devices. Instructions can also be found in your product user guide.
How often should I clean my SHIFT hearing devices?
Taking good care of your hearing devices can help extend their life and ensure they maintain their sound quality. It is strongly recommended to clean your hearing devices at the end of each day of use, prior to placing them in the SHIFT charger.
What happens if there’s ear wax in my SHIFT hearing device?
Use your SHIFT cleaning brush, a soft cloth or tissue to remove ear wax and other debris from your hearing device. Never use a straight pin or other sharp objects to clean wax from your hearing device.
It may be time to replace your wax guard. Check out our How-To videos, or your product user guide, for cleaning and maintenance directions.
What is a Cerushield and how often should I replace it?
Cerushields (wax guards) are tiny white filters in the tip of the speaker unit of your hearing device. Over time, wax build up can cause sound to become soft, or block the sound altogether.
If you notice a difference in the sound quality of your device, it’s probably time to replace your wax guard. The black Cerushield disk that comes with your SHIFT hearing device includes 8 replacement wax guards. The frequency of changing the wax guard depends on the person and how much wax is produced by the ear.
Wax guards are available for purchase in our online store.
Check out our How-To videos, or your product user guide, for directions on how to clean and maintain your SHIFT self-fitting hearing device, by changing the wax guard.
How do I change the domes on my SHIFT hearing device?
Domes should be replaced every 3-6 months or when they become stiff, brittle or discolored.
To remove the dome, securely grip the speaker unit and pinch the dome and gently peel it back and off the speaker unit. Next, take a new dome and insert the end of the speaker unit into the opening of the dome and push it in until you feel it secure itself in the dome. You should feel a slight klick.
Check out our How-To videos for directions on how to change your domes on your SHIFT self-fitting hearing device.
What is a drying capsule, and how do I use it?
SERVICE AND SUPPORT:
Who should I contact if I have a problem?
Contact the SHIFT team on 1300 744 382 or via email@example.com
How can I return my hearing devices if I’m not satisfied?
If you decide SHIFT isn’t the best fit for you, contact the SHIFT team for return instructions on 1300 744 382 or via firstname.lastname@example.org.
Where can I find my serial number to reference regarding a support issue?
The serial number is on the back of your hearing device, under the coloured plate.
You can also find it in the name of your device under Bluetooth settings, and in the SHIFT hearing app during set-up. The name appears as “SHIFT L – xxxxxxxxx” or “SHIFT R – xxxxxxxxx”, with the “x” number representing your serial number.
How long is SHIFT’s warranty period?
We offer a two-year warranty on your SHIFT hearing device. Read the full warranty details.
Where can I find the SHIFT user guide?
A physical copy of the user guide is included in your SHIFT package, and you can download a digital copy right here:
Is there an adjustment period to wearing the SHIFT hearing device?
It takes a bit of time and patience to get used to how things feel and sound with your new SHIFT hearing devices. Try to wear them as much as possible to get the most benefit, gradually increasing the length of time you wear them each day over the course of the first week or two.
My voice sounds weird when I wear my hearing devices, how long will this last?
When you first wear your SHIFT hearing devices, your voice will seem louder. This is normal. It may take a few days to adjust to hearing your voice through the microphones.
My ears feel blocked, is this normal?
Yes, when you first use your SHIFT hearing devices, your ears might feel blocked. This is called the occlusion effect. Some people describe it as like having earplugs in their ears. Our domes have a small vent that helps by allowing natural sound to pass into the ear.
It may take a few days to adjust to the feeling of the hearing device in your ear