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Flexitouch Plus Support

If your therapy system isn’t performing as it should, please run a treatment to identify a solution below.

Flexitouch Plus User Guide

Flexitouch Plus for Head and Neck

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See the User Guide and additional information for Flexitouch Plus for Head and Neck treatment

Flexitouch Plus for Upper Body

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See the User Guide and additional information for Flexitouch Plus for Upper Body treatment

Flexitouch Plus for Lower Body

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See the User Guide and additional information for Flexitouch Plus for Lower Body treatment

My controller unit is not illuminating and doesn’t function.

  • Disconnect the power cord from the back of the controller and reconnect. Make sure that the connection to the controller is secure, as well as the connection to the wall outlet.
  • Press the “power” button.
  • The display’s screen will illuminate, and the program options will be displayed

I feel air coming out of the connectors.

Please reattach the connectors to the controller, ensuring that the latches have securely connected to the controller unit. You should hear 2 “clicks” when it has been securely attached.

The garments aren’t filling with air. (Controller unit may read “The treatment failed with result R3, R4, or R5”)

  • Verify the correct program has been selected.
  • Verify all connectors are attached securely and have been connected to the correct location. All hose connectors should be connected to the same numbered port. All connector latches will “click” twice when securely attached. Once for the top, and once for the bottom latch.
  • If the garments chambers still do not fill, turn the machine off, detach and reattach all the connectors.
  • Begin a treatment session.

Velcro does not stay closed.

With continued use, the outside of the fabric may become worn and the Velcro may become filled with debris.

  • Clean the debris from the Velcro using a stiff brush, like a toothbrush, lint roller, or patting the area with tape.
  • If you continue to experience issues with the Velcro, Tactile Medical can provide you with a replacement garment pad which will cover the worn area and allow the Velcro to attach to a new surface. Text or call Customer Care to request a replacement pad.

I have a replacement pad, how do I connect it?

  • Place the replaceable pad on the worn loop area of the Velcro where the hook fasteners secure to the garment.
  • Secure the hook side of the Velcro securely to the new loop material on the replaceable pad.

The garment chambers are not filling in the order I expected.

  • Note: In many programs, the first half of treatment does not have chambers side by side fill sequentially.
  • Verify that the connectors have been attached to the controller unit correctly, and both the top and bottom latches are secure. When securely connected, you should hear 2 “clicks” from the connector, one from the top and one from the bottom latch.
  • Verify that the hoses and connectors are connected to the appropriately numbered port. Ex: hose 1 is connected to port 1, etc.
  • If using the bilateral adapter, ensure that it is securely connected and in the levers are in the “locked” position.

My garment chambers are higher or lower than expected

  • Verify that the correct program, including pressure settings have been selected. Please review your user guide, appendix A, if a pressure needs to be adjusted with your healthcare provider.
  • Adjust the fit of the garment, ensuring no folds or kinks are in the fabric.
  • Check to be sure that the latches are firmly in place and attached to the corresponding numbered port.

My garment chambers are staying inflated/ not deflating.

It is normal for a small amount of air to remain in the chambers between inflations. Your garment may appear “puffy” because of this. If your chambers remain fully inflated:

  • Check to make sure the tubing is not kinked or pinched.
  • Disconnect the connectors from the controller unit to allow for full deflation.

My controller unit is running longer than expected.

  • Verify that the selected program and therapy cycles are as recommended by your healthcare provider.
  • Once the treatment has completed, verify that the display indicates the treatment is completed.
  • If the controller unit continues to operate beyond the time when COMPLETED is displayed, or if the TIME REMAINING indicated is in correct, please text or call Customer Care.

My latch on the connector is broken/disconnected.

Latches can easily be replaced or reattached. Please text or call Customer Care for instructions.

The controller unit is making an abnormal noise.

  • Stop the treatment session by pressing the ENTER button.
  • Verify the noise has stopped.
  • Check to make sure all hoses are not kinked or pinched.
  • Check to make sure the correct connectors are connected to the correct port in the controller unit (ex: #4 connector is attached to the #4 port)
  • Check the program selection and make sure the program run corresponds to the garment being used. Make sure the garment size matches the garment being used.
  • Restart the treatment by pressing the ENTER button.
  • If the noise continues, please text or call Customer Care.

I see the code R0 under Device Status. Should I be concerned?

This states the controller and garments are working as expected. No need for concern.

The code R1 is being displayed and my treatment stopped.

This code means the treatment was stopped or paused. If it was paused, you can resume treatment by pressing the “enter” button. If your treatment was stopped, you can simply start another treatment by highlighting your desired therapy sessions and pressing the “enter” button.

Note: a treatment can only be paused for 15 minutes. After 15 minutes, you will be asked to start your treatment from the beginning of the program.

The controller unit reads: The treatment failed with the result of R3 (Ax).

This means a specific chamber timed out 5 times in a row.

  • Check the connection of all hoses to confirm leaking air.
  • If you discover leaking air, disconnect and reconnect the hose, ensuring that the latches are both engaged. 2 “clicks” should be heard when appropriately connected.
  • Rerun the program without the garments on to see if the issue persists.

The controller unit reads: The treatment failed with the result of R4 (Ax).

This means that all chambers timed out consecutively.

  • Check the bilateral port adapter is securely connected and the levers are in the lock position
  • Check the connection of all hoses to confirm leaking air.
  • If you discover leaking air, disconnect and reconnect the hose, ensuring that the latches are both engaged. 2 “clicks” should be heard when appropriately connected.
  • Rerun the program without the garments on to see if the issue persists.

The controller unit reads: The treatment failed with the result of R5.

Please readjust the garment and your position to reduce tubing kinks or blockages.

The controller unit reads: The treatment failed with the result of R6.

Cycle the power twice on the controller unit. Turn the controller on and off, twice before turning off. If the code continues, please text or call Customer Care at 612.355.5100 for assistance with this error code.*

The controller unit reads: The treatment failed with the result of R7.

Please text or call Customer Care for assistance with this error code.*

Modified trunk garment (ComfortEase)

Why does this trunk garment look/feel different than my pervious trunk garment?

Based on patient feedback, we’ve made some subtle changes to the garment to ensure a better, more comfortable therapeutic experience. We’ve kept the fabric the same but have adjusted sew lines, added black webbing at the waist to make putting on and taking off your trunk garment easier, and added therapeutic coverage at the abdomen. While subtle, these changes are designed to improve your daily therapeutic routine.

I preferred my previous trunk garment; can I get that one?

No, that garment version is no longer available. We modified the garment because patient feedback revealed that the previous version was challenging for some patients. This modified garment will provide the same therapeutic benefits as your existing trunk garment while giving you better coverage and a better overall therapeutic experience.

Will this trunk garment work with my existing lower extremity or upper extremity garments?

Yes, this trunk garment will work with your other garments in the exact same manner as your previous trunk garment.

Does this trunk garment have the same warranty as my previous trunk garment? Does my warranty start over?

Your warranty has not changed and does not restart based on receiving this trunk garment. Your warranty is still set to 2 years from the initial date of sale.

Where can I find tutorials?

Visit our training page to watch tutorials about your garment(s).

How does the modified trunk garment impact how I put it on or take it off?

There is minimal difference in the initial set-up and daily use. The main difference is that this trunk garment will not require the use of closure straps as your previous version may have had. Meanwhile, we’ve modified the sew lines and reduced the slits between the inner thigh flaps to provide more garment structure.

What changed with the large trunk garment and why was it modified?

The ComfortEase trunk garments have been modified to provide better coverage and fit, while reducing gapping; spiraling, or collapsing of the inner thigh flaps during daily use; and improving how the trunk garment contacts the lower back/buttocks. We’ve also increased the black webbing at the waist to make putting on and taking off your trunk garment easier. Lastly, we’ve moved the zipper outward to provide more therapeutic coverage.

Flexitouch Plus Garment FAQs

The garment I received does not match the garment I used to have. Why?

In June 2022, we introduced our improved Flexitouch Plus with ComfortEase garments that have been redesigned to promote:

  • Ease-of-use: we’ve added zippers, and zipper pulls which allow you to set-up your garment once versus adjusting the Velcro® for every treatment session.
  • Better feel: our ComfortEase garments are designed with a thinner, less bulky fabric.
  • Better coverage: we’ve expanded our sizing to create a better fit.
  • Same effective treatment: we’ve added all these improvements while maintaining the clinical effectiveness you have always experienced.

    • If you have additional questions, you can:

  • Reference the Quick Start Guide and additional information in your shipment
  • Click here to review a training video or reference it in Kylee, our app
  • Contact our Customer Care Team by calling/texting us at 612.355.5100, emailing us at productsupport@tactilemedical.com or going to tactilemedical.com/contact-us

Where can I find information on how to set this garment up for daily use?

Refer to the Lower Extremity Quick Start Guide that was in your shipment. It is designed to help you get started with your new ComfortEase full leg (or trunk) garment.

If you have additional questions, you can:

  • Reference the Quick Start Guide and additional information in your shipment
  • Click here to review a training video or reference it in Kylee, our app
  • Contact our Customer Care Team by calling/texting us at 612.355.5100, emailing us at productsupport@tactilemedical.com or going to tactilemedical.com/contact-us

    • My full leg garment (or trunk) I was shipped has a zipper, what is that for?

    You received a Flexitouch Plus with ComfortEase full leg (or trunk) garment. This garment line was designed to provide added comfort, improved coverage and to be easier to use. The zipper and zipper pulls have been added meaning you only need to set-up your garment once vs. adjusting the Velcro® for every treatment session. To get in and out of your garment, you simply need to use the zipper!

    My full leg garment (or trunk) I was shipped has numbered tabs, what are those for?

    You received a Flexitouch Plus with ComfortEase full leg (or trunk) garment. This garment line was designed to provide added comfort, improved coverage and to be easier to use. The numbered tabs are designed to help you adjust the garment in a stepwise approach to achieve an optimal garment fit.

    Does the Flexitouch Plus with ComfortEase garment work the same as my previous garment?

    Yes. While these garments may look different, they provide the same therapy, and you do not need to update any treatment programs on your controller.

    If you have additional questions you can:

    I have an older Flexitouch Plus full leg (or trunk) garment and the garment I received looks different. Will they work together?

    Yes. You received a Flexitouch Plus with ComfortEase lower extremity garment(s). While these garments look different, they are compatible, and you do not need to update any treatment programs on your controller unit. We updated the garment fabric in June of 2022 to be lighter and more flexible.

    If you have additional questions you can:

    Do I need a new controller unit or will my existing controller unit work with this newer garment?

    No. The Flexitouch Plus with ComfortEase garment(s) will work with your current controller. You do not need to replace your controller or update any treatment programs.

    If you have additional questions you can:

    My older garments aren’t listed in my user guide.

    We have updated our lower extremity garment portfolio and in doing so, we have updated our User Guide (IFU) to reflect.

    If you have additional questions you can:

    My previous trunk garment fit different than this one; is this the right size garment?

    Yes. It’s been designed to fit this way. We’ve redesigned this trunk garment to:

    • Cut your treatment time in half! (if you previously had a Trunk-Thigh EXT garment)
    • Reduce frontal gapping
    • Improve donning/doffing by reducing garment

      • spiraling or the collapsing of the material in the thighs

    • Allow the garment to sit higher on the waist and backside vs. the current design

    If you have additional questions you can:

    Can different full leg garments be used together?

    Yes and no. Same/Similar length full leg garments, whether narrow or wide, can be used together. However, different length full leg garments cannot be used together. As an example, a medium and short full leg garment cannot be used together.

    The garment I received came with an ‘extender’ piece that does not seem to inflate. What is that for?

    For some garments and based on patient measurements, an extender (Waist Extender or XL Trunk Extender) is added to the order to help provide additional coverage. These extenders are not intended to inflate, simply to provide static compression and coverage in areas where gapping may be/become present. They are designed to work with the garment.

    *If your issue or error continues, please text or call Customer Care for further assistance. Before calling, please run a full treatment on your controller unit without applying the garments.