FAQs
Answers, simplified.
Virtusan Ring 360
Customer FAQ & Troubleshooting Guide.
1. Setup & Pairing
1. What is included in the Virtusan Ring 360 box?
The box contains your Virtusan Ring 360, a Charging Case, and a USB-C Cable — everything required to get started.
2. How do I set up my Virtusan Ring 360?
Download the Virtusan app from the App Store or Google Play, then follow the in-app onboarding steps to link your ring. Make sure Bluetooth is enabled on your phone and that the app has permission to access it.
3. Which finger should I wear the ring on?
For the most accurate readings, wear the ring on any finger except your thumb or pinky, with the Virtusan logo facing your palm.
4. Does the Virtusan Ring 360 come with a subscription?
Yes. Each ring includes a complimentary one-year subscription, giving you full access to all Virtusan Protocols without any restrictions.
5. Do I need a subscription to check the metrics my ring collects?
No. You can view your data without a subscription. However, our content library and wellness protocols are only available to subscribers.
2. Charging & Battery
1. How do I charge my Virtusan Ring 360?
Place the ring on the magnetic Charging Case and align it gently until it snaps into place. Connect the Charging Case to a power source using the included USB-C cable. Once charging begins, the Charging Case light will flash green and a small red light on the ring will also flash.
2. Can I use a fast charger?
No. To protect the Charging Case, avoid using fast chargers or power adapters exceeding 20W. A standard phone charger such as an iPhone charger is recommended.
3. How long does a full charge take, and how long will it last?
Charging time varies between 10 minutes and 1.5 hours, depending on the starting battery level. A fully charged ring lasts an average of 4 to 7 days, depending on which features are in use.
4. How do I know when the Charging Case is fully charged?
When the Charging Case light flashes red continuously, the case is fully charged.
5. How do I know when the ring is fully charged?
When the Charging Case light flashes green and then stops flashing, the ring is fully charged. This typically takes about 1.5 hours.
6. Can the Charging Case charge the ring without being plugged in?
Yes. The Charging Case has a built-in battery, so it can charge the ring even when it is not connected to a power source.
7. What do the indicator lights on the Charging Case mean?
The lights indicate the following statuses:
- Red light (flashing): The Charging Case is being charged, or the ring is not placed on the case.
- Green light (solid): The Charging Case is fully charged.
- Green light (flashing): The Charging Case is actively charging the ring.
- Blue light (flashing or solid): The Charging Case battery is low.
- Red light (flashing): The Charging Case is being charged, or the ring is not placed on the case.
- Green light (solid): The Charging Case is fully charged.
- Green light (flashing): The Charging Case is actively charging the ring.
- Blue light (flashing or solid): The Charging Case battery is low.
8. What do the flashing lights inside the ring mean?
The lights you sometimes see flashing inside the ring indicate the following:
- Red light (flashing): The ring is being charged, or it is connecting or disconnecting from the app.
- Green light (flashing): Heart rate, HRV, SpO2, or sleep tracking is active.
- Red light (flashing): The ring is being charged, or it is connecting or disconnecting from the app.
- Green light (flashing): Heart rate, HRV, SpO2, or sleep tracking is active.
9. My app shows the ring battery as empty, but the ring light still flashes when I wear it. What does this mean?
If the ring light still flashes when worn, the battery is likely fine. The empty reading in the app may be outdated. Open the Virtusan app, reconnect your ring, and allow it to sync to refresh the battery reading.
10. My ring light is not flashing when I wear it. How do I charge the ring?
If the ring light does not flash when worn after 5 minutes, follow these steps:
1. Place the ring back into the Charging Case and connect the case to a power source using the USB-C cable.
2. Check the case indicator light. If it flashes green, the case is charged and is now charging the ring. Check whether the ring light flashes red — if it does, the ring is charging normally. If the ring light does not flash red, there may be a ring battery issue. Please contact support@virtusan.com.
3. If the case light does not flash green, remove the ring from the case and charge the case on its own first.
4. While charging the case on its own, check the case light again. If it flashes blue or red, the case is receiving charge — once it turns green, place the ring back in and return to Step 2. If the case light does not respond at all, there may be a hardware issue with the Charging Case. Please contact support@virtusan.com.
1. Place the ring back into the Charging Case and connect the case to a power source using the USB-C cable.
2. Check the case indicator light. If it flashes green, the case is charged and is now charging the ring. Check whether the ring light flashes red — if it does, the ring is charging normally. If the ring light does not flash red, there may be a ring battery issue. Please contact support@virtusan.com.
3. If the case light does not flash green, remove the ring from the case and charge the case on its own first.
4. While charging the case on its own, check the case light again. If it flashes blue or red, the case is receiving charge — once it turns green, place the ring back in and return to Step 2. If the case light does not respond at all, there may be a hardware issue with the Charging Case. Please contact support@virtusan.com.
11. I am receiving a low battery alert, but my ring was not connected to the app at the time. Is this alert accurate?
Not necessarily. If your ring was disconnected from the app when the alert was triggered, it may be based on an outdated battery reading from the last sync. To resolve this, reconnect your ring to the Virtusan app and allow it to sync. The battery reading will refresh and the alert should clear. If the alert continues after syncing, please contact support@virtusan.com.
12. I am receiving a low battery alert, but my ring had plenty of charge the last time it synced. What does this mean?
This can happen when the ring has been disconnected from the app for an extended period and the battery has drained since the last sync. Open the Virtusan app, reconnect your ring, and allow it to sync to get the most current battery reading. If the synced reading shows adequate charge but alerts persist, please contact support@virtusan.com.
To keep battery readings accurate, we recommend syncing your ring with the app daily.
The ring can store up to one week of data, but battery level readings are only refreshed when you sync.
3. Connection Issues
1. My ring won't connect to the app. What should I do?
Follow these steps in order until the issue is resolved:
1. Make sure Bluetooth is enabled on your phone and that the Virtusan app has the necessary permissions.
2. Toggle Bluetooth off and back on, then try to reconnect.
3. Place the ring in the Charging Case for a few minutes, then retry pairing with the ring kept in the case.
4. Force-close the Virtusan app, then reopen it.
Unpair the ring in the app, then re-pair it.
5. Uninstall and reinstall the Virtusan app.
6. If the issue persists after all steps above, please contact support@virtusan.com.
1. Make sure Bluetooth is enabled on your phone and that the Virtusan app has the necessary permissions.
2. Toggle Bluetooth off and back on, then try to reconnect.
3. Place the ring in the Charging Case for a few minutes, then retry pairing with the ring kept in the case.
4. Force-close the Virtusan app, then reopen it.
Unpair the ring in the app, then re-pair it.
5. Uninstall and reinstall the Virtusan app.
6. If the issue persists after all steps above, please contact support@virtusan.com.
2. The connection page in the app crashes or I cannot move forward. What should I do?
This is likely an app issue. Please contact support@virtusan.com and our team will investigate.
3. My ring cannot be paired during setup. What should I do?
First, make sure your ring has sufficient battery charge. If it does and the ring still cannot be paired:
Make sure Bluetooth and Location services are enabled and permitted for the Virtusan app.
Place the ring in the Charging Case briefly, then try scanning again.
Restart your phone and attempt the scan once more.
If the ring still cannot be paired, it may be a hardware issue. Please contact support@virtusan.com.
Make sure Bluetooth and Location services are enabled and permitted for the Virtusan app.
Place the ring in the Charging Case briefly, then try scanning again.
Restart your phone and attempt the scan once more.
If the ring still cannot be paired, it may be a hardware issue. Please contact support@virtusan.com.
For first-time users: make sure both Bluetooth and Location services are enabled and allowed for the Virtusan app before attempting to pair.
4. App & Data
1. Where can I download the Virtusan app?
The Virtusan app is available on the App Store (iOS) and Google Play (Android).
2. How often should I sync my ring with the app?
Daily syncing is recommended. The ring can store up to one week of data on its own, so readings will not be lost if syncing is delayed.
3. How do I update my ring's firmware?
Firmware updates usually happen automatically, and you will receive a notification when one is available. To update manually, make sure your ring is paired and connected, then go to the ring settings page in the Virtusan app and navigate to the firmware update section. If no update is available, your ring is already on the latest version.
4. My data is not appearing or updating in the app. What should I do?
Follow these steps in order:
1. Check your firmware version: Open the Virtusan app and confirm your ring is on the latest firmware version. If it is not, update the firmware first before continuing.
2. Pull to refresh: Once on the latest firmware, pull down on the data screen to manually refresh. Repeat up to three times and wait 1 to 5 minutes for data to begin updating.
3. Check if data is updating: If data begins to appear after refreshing, allow it to fully load. Once the updated data is displayed, the issue is resolved.
4. If data is still not displaying, try each of the following steps in order, stopping as soon as the issue is resolved:
- Close the app completely in the background and reopen it.
- Unpair the ring in the app, then re-pair it.
- Log out of the app with the ring unpaired, then log back in and re-pair.
- Delete and reinstall the Virtusan app.
If data is still not displaying after all steps above, please contact support@virtusan.com.
1. Check your firmware version: Open the Virtusan app and confirm your ring is on the latest firmware version. If it is not, update the firmware first before continuing.
2. Pull to refresh: Once on the latest firmware, pull down on the data screen to manually refresh. Repeat up to three times and wait 1 to 5 minutes for data to begin updating.
3. Check if data is updating: If data begins to appear after refreshing, allow it to fully load. Once the updated data is displayed, the issue is resolved.
4. If data is still not displaying, try each of the following steps in order, stopping as soon as the issue is resolved:
- Close the app completely in the background and reopen it.
- Unpair the ring in the app, then re-pair it.
- Log out of the app with the ring unpaired, then log back in and re-pair.
- Delete and reinstall the Virtusan app.
If data is still not displaying after all steps above, please contact support@virtusan.com.
5. My health data seems incorrect or inconsistent. What could cause this?
Data discrepancies can occur if the ring was not synced recently or was not connected at the time of recording. Sync your ring and allow a few minutes for the data to update. If readings continue to appear incorrect after syncing, please contact support@virtusan.com.
6. Is my personal data secure?
Yes. The Virtusan Ring 360 uses data encryption to ensure secure pairing between the ring and the app, keeping your personal information protected.
5. Wrong Size Received
1. What should I do if I received the wrong ring size?
Please contact support@virtusan.com. When returning the ring, make sure to include all original items — the ring, Charging Case, USB-C cable, and the box. Virtusan will reimburse your return shipping costs and send the correct size to you.
6. Returns, Exchanges & Warranty
1. What is the return and exchange policy?
Virtusan offers a 30-day no-questions-asked return or exchange policy for customers who received the wrong size or have changed their mind. Returns or exchanges must be initiated within 30 days of receipt. The Virtusan Ring 360 and any other physical products are subject to applicable statutory warranty rights under Swiss law and, where applicable, mandatory consumer laws in your country of residence. Nothing in these Terms limits your mandatory statutory warranty rights.
7. Additional Support
1. Where can I get further assistance?
For additional support, please contact the Virtusan support team at support@virtusan.com. Our team is ready to help with any questions or issues not covered in this guide.