Frequently asked questions

The scientific community’s understanding of movement has developed significantly over the last few decades. We are increasingly appreciating the importance of the sensory system and there is growing evidence that modulation of this can change patterns of brain activity and improve movement across different tasks. It is a non-invasive, non-pharmacological intervention that can improve symptoms above medication alone.

To learn more, please visit our Science page.

To find your position, please see the Waiting List Checker.

With the waiting list checker, you will see your position in the waiting list as well as an estimated waiting time. Please be aware this waiting time may vary depending on multiple factors such as manufacturing speed and quality.

Due to the system we have put in place, your position may vary by a few places due to other members in the waiting list updating their details. Nevertheless, if you see it vary more than a few places, please get in touch with us. :)

Yes, you can take the CUE1 safely through airport security. The device does have metal components and so will be detected by the metal detectors but you can place the CUE1 into your bag as you would a mobile phone for the security check. Please use this letter below to assist you with your journey through security.

Airport security letter_Charco Neurotech

Our hope is that everyone can enjoy the benefits of the CUE1 and that, with our integrated app, you can adjust the CUE1 to meet your individual needs. We are more than happy to try and help resolve any challenges you may have with the CUE1, via email, phone call, or video chat.

If you would still prefer a full refund, please fill in the Order Refund Form and we will get in touch with you to make the process as smooth as possible.

We are committed to bringing the CUE1 as soon as possible to all regions. Our initial launch was at the end of 2021 in the UK, and we are targeting a US launch in 2024. Please sign up to our waiting list to be notified when a CUE1 becomes available for you to purchase.

We have also started to deliver the CUE1 in Spain from June 2023.

Our initial launch was limited to the UK but we are working hard to launch into other countries, such as the US and Australia, and are currently undergoing the necessary regulatory procedures within these nations. In parallel, we are also exploring opportunities to make the CUE1 available in other countries.

We will keep you updated on this. Please sign up to our waiting list to be notified when a CUE1 becomes available in your country.

The CUE1’s RRP is £295 in the UK. Please note that this is subject to change due to other factors, such as alterations in the manufacturing process, as well as any added costs such as shipping. You can pay for the CUE1 with 1 payment of £295 or make 12 subscription payments of £29.50 (subscription payments also include 12 months supply of Adhesive patches).

The expected waiting time depends on several factors. This includes but is not limited to: 

• • Your position on the waiting list. We are currently making our way through the waiting list, successively launching the CUE1’s as we receive them. Waiting time will therefore depend on when you signed up to the Waiting list, as this in turn determines your place.

• • The nation that you are based in. For those in the UK and parts of the EU, where the CUE1 has been launched, the waiting time will be less than in other countries where the CUE1 is yet to be approved, or is in the process of being approved.

• • Manufacturing times. We unfortunately cannot give a specific estimate of when you will receive your CUE1, as manufacturing times vary and therefore no strict timeline can be given.

We are committed to bringing your CUE1 to you as quickly as possible, though we cannot give a specific estimate of when this will be. Please sign up to our waiting list, and we will send you an email notification as soon as one becomes available in your country for you to purchase.

In addition to your legal rights, you can return your product at any time after you have purchased and received your CUE1. Please complete this Order Refund Form and a member of our team will contact you to discuss your options for a refund. For further information, please see our Returns Policy.

We would love to be able to send a CUE1 immediately, however as a result of the high demand you will need to register on our Waiting List. Once we have reached your position on the waiting list, we will send you an email inviting you to purchase.

If you would like to return your CUE1 for a refund or replacement, please complete this Order Refund Form or report a technical issue using this Technical Report Form.

Some countries have a special importing process for the product when it has not currently achieved regulatory approval, such as the ‘Personal Importation Process’.

Therefore, if you identify the regulations and confirm that you comply with them, then let us know the details for us to review and we will get back to you.

These are the references:
– South Korea: reference 1, reference 2

– New Zealand: reference 1, reference 2

– Canada: reference 1

– USA: reference 1

We are currently working through the waiting list to ensure that everyone who has registered for a CUE1 has the opportunity to purchase the device. Once we have offered everyone a device, we will then be able to offer a second device to those that would like to purchase another CUE1.

If you are purchasing the CUE1 for yourself or someone else who has been diagnosed with Parkinson’s then you may be eligible for a VAT exemption. When checking out, please ensure to fill in the “Do you have Parkinsons?” section.

The technology used in the CUE1 is based on feedback, user testing and published research. Our user testing showed positive results with the CUE1 device across a range of motor tasks including tapping, walking and more real-life experiments. Please click here to read more about our testing and results, or to view videos of our testing.

Our participants have covered most of the Hoehn-Yahr stages of Parkinson’s Disease, and include someone with DBS implanted. Although we had positive results in almost all participants, we aim to carry out further testing with more people and over a longer duration. We will continue to develop the CUE1 even after release to explore just how far we can improve symptoms and quality of life and tailor it to the feedback of users.

We have found that slowness, stiffness and freezing are generally better improved. We have seen less indication that tremor has improved so far. Some users have reported that their tremors feel reduced while using CUE1, but we are yet to formally measure this.

The CUE1 can be attached to your body via an adhesive patch. These patches will come with the device, and are medical-grade, high-quality adhesives. They are sweatproof and waterproof, and are very unlikely to cause any irritation or harm to the skin. Each patch can be used for around 2 weeks, after which time it can be easily removed from your person. 

The patch can be placed anywhere on your body, with the CUE1 still remaining effective to a degree. We would recommend placing it on your sternum, as we have found through our own testing that the CUE1 is most effective when placed here.

If you want step-by-step instructions on how to wear the CUE1, please visit our Using the CUE1 page.

If you want step-by-step instructions on how to use the CUE1, please watch our instructional video below or visit our Using the CUE1 page.

The battery life of the CUE1 is dependent on your usage of it, such as the intensity of the vibration settings, and how long you leave it on for. If used continuously on its highest setting, the CUE1’s battery will last for around 7-8 hours.

The battery in the CUE1 is a rechargeable lithium cell like those found in mobile phones, and is recharged using the included dock and USB-C cable. It takes about 1-2 hours to charge from 0%.

Your CUE1 will come with a set of adhesives, including six body side adhesives and one device side adhesive. The body side adhesives should last for up to two weeks before needing to be replaced, while the device adhesives last for around 3 months.

You can find replacement adhesive packs on the Charco website here for £15, or you can subscribe for £15 every three months to receive a pack regularly.

The hook replacement pack for device side adhesives can also be purchased here, to ensure that you have replacement adhesives should you need one without delay.

If you find a fault with your CUE1, please contact Team Charco, and we will try and resolve this for you, either via video chat or (if you’re comfortable with us doing so) by sending someone to visit you.

If the fault is mechanical in nature and cannot be repaired, then we will be more than happy to replace your CUE1 for you, free of charge. Please complete this Technical Report Form to report a technical fault with your CUE1.

For more information, please see our Returns Policy.

To find out more about the CUE1, please visit our How it works page, or watch our video about the science behind the CUE1 below.

In addition, we have General information and Testing report brochure about the CUE1.

If you would like to speak to one of our team then please feel free to send an email to [email protected], and we will be more than happy to answer your question.

Please try turning the device off and on again, and try connecting to the app again.

1. Force quit the app and then open it again. You can find out how to do this on Android using this link, or on iPhone using this link. Once closed, re-open the app to see if your CUE1 automatically reconnects.

2. If you see ‘Connecting to CUE1’ or ‘Cannot find CUE1’ at the top of the screen, then tap anywhere in that top section, and then tap ‘Connect different CUE1’. Run through the connection process once more to reconnect your device.

3. Please check if you have the most up to date version of the app. If you use an Apple phone, you can update it using this link, or if you use an Android phone, you can update it using this link.

4. Please perform a factory reset on your CUE1 by holding down the CUE1 centre button for 20 seconds. The device should turn off. Then just press the button again until it starts vibrating. Once you have done this, please try setting up your device on the app again by tapping ‘No CUE1 connected’ at the top.

While the adhesives are waterproof, your CUE1 is not. It is essential that you remove the CUE1 before taking a shower, bath or going swimming.

The CUE1 can be worn for as long as you feel comfortable. Some users wear it all day, whilst others only use it when they feel they need to.

Some users will feel an immediate effect soon after switching on the CUE1, whilst others might need to acclimatise to the stimulation over a number of days or weeks.

Adjusting the stimulation settings is quick and easy using a smartphone or tablet device.

You can see how with this short video:

Our hope is that the CUE1 can provide its benefits to everyone, and that it can be tailored to everyone’s needs. We have tested the CUE1 on a wide range of people of all ages and at all stages of Parkinson’s, and we are confident that the CUE1 can benefit people who are both at an early stage of Parkinson’s and those who are at an advanced stage, as well as all inbetween.

Please click here to read more about our testing and our results.

The CUE1’s compatibility with DBS is a crucial question, and one which we are currently investigating. If you are unsure about using the CUE1 in any way, our advice would always be to consult your clinician.

Regulations also dictate that the DBS device manufacturer should test the compatibility of the CUE1 with their specific device. We are already in discussion with major DBS device manufacturers but we ask that you also consult with the manufacturer of your specific device prior to using the CUE1.

In terms of effectiveness, we are currently planning further testing to determine the full benefits which the CUE1 may pose. In our previous testing, we have had one participant who had DBS. When using the CUE1, they did show signs of improvement, which is very promising.

Using the CUE1 with a pacemaker or ICD (defibrillator) is a topic we are currently investigating. If you are unsure, we would always recommend that you seek the advice of your doctor, and also with the manufacturer of your pacemaker.

If you would like our help in facilitating any such discussions, please contact us on [email protected].

The CUE1 is designed to help reduce the movement symptoms of Parkinson’s. While everyone responds slightly differently, testing so far has shown that around 77% of users experience an improvement in their bradykinesia (slowness or hesitation), 74% with rigidity, and 64% with tremor. 

You can read more about how the CUE1 improves other symptoms here, and click here to learn more about our other research.

We are committed to bringing the CUE1 to everyone who needs one, regardless of their financial situation. We are working hard to make CUE1 available on the NHS and through private medical insurance, which we hope to have achieved by the middle of next year.

Please sign up to our newsletter to stay up to date on all our developments.

We are always testing to ensure that the CUE1 is safe for everyone, including those with other health conditions.

While there is no evidence to suggest that the CUE1 is likely to cause any issues, it is best to consult your doctor before purchasing or using the CUE1. We are more than happy to share any information about the CUE1 with your GP or specialist.

The CUE1 is non-invasive: it is worn on the chest using a medical-grade adhesive, and can be removed as needed.

Whilst our testing has primarily focused on the CUE1’s beneficial effects on Parkinson’s symptoms, we are preparing to test whether it may improve other conditions.

There is existing evidence that the therapies utilised by the CUE1 (such as vibrotactile stimulation) can benefit conditions such as stammering, multiple sclerosis and stroke. Investigating this is important to us, and is something which we will continually update you on as we find out more.

If you have a question about the CUE1’s effect on a specific condition, please feel free to contact us at [email protected].

The CUE1 is not intended to replace any medication that you have been prescribed. If you are using an alternative medical device, please discuss with your clinician and the manufacturer to confirm compatibility with the CUE1.

The CUE1 has been extensively tested with a wide range of testers from all ages, backgrounds, and stages of Parkinson’s, to ensure that its effectiveness is the best it can be and can benefit the most people possible. Please click here to read more about our testing and results, or to view videos of our testing.

Additionally, please watch our video on the science behind the CUE1 below.

We are always eager to learn more about how the CUE1 works, its effectiveness, and how it could be improved. To facilitate this, we are continuously organising new testing rounds, and there will always be new and exciting opportunities for you to become involved with Charco.

If you are based in the UK and would like to contribute to our research, we would love to hear from you! We recruit participants for trials & testing on a rolling, ad hoc basis, and so even if you do not have the chance to participate in one round, there will always be new opportunities to do so in the future.

To express your interest, please visit our Testing & Results page and fill in your details.

The CUE App is a smartphone application available on both iPhone and Android. It is a companion to the CUE1 device.

The App comes with features intended to provide better quality of life for users of the CUE1. It allows you to personalise the CUE1’s stimulation settings as well as its medication alert schedule. The app includes fun games, as well as questionnaires that help the user track their daily Parkinson’s symptoms. This can help with self management, and as a record to share with others such as clinicians or health partners.

You can download the CUE App for iPhone by visiting the App Store or tapping the button below from your device. You can download the CUE App for Android by visiting the Play Store or tapping the button below from your device.

You can download the CUE App for iPhone by visiting the App Store or tapping here. You can download the CUE App for Android by visiting the Play Store or tapping here.

The CUE1 does not need the app to function. We do recommend downloading our CUE App if possible, as it will help you to tailor the CUE1 to fit your unique needs; nevertheless, if you are unable to do so, rest assured that your CUE1 will work just fine.

To update your CUE1 firmware, please refer to our guide document below.

CUE1 firmware update guide