Frequently asked questions

Peripheral vibrotactile stimulation is the use of vibrations on the skin’s surface to interact with the peripheral nervous system and cause a sensory response. 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.

For our UK community, we are glad to share that we have completed the waiting list.

You can now get your CUE1+ through our website by clicking here.

For our international community, you can check if you have signed up for the waiting list with our Waiting List Checker.

Yes, you can take the CUE device safely through airport security.

The device does have metal components and so will be detected by the metal detectors but you can place the device 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

You have the legal right to a full refund within 30 days of receiving your CUE device. This applies if you’ve simply changed your mind or if there’s a problem with the device.

In addition to your legal rights, we understand that your device might not be benefiting you. If you have the CUE1+, you can return your device to us within 6 months of receiving it and request a full refund. If you have the CUE1, you can return your device to us at any time after you have received it and request a full refund.

Please email us at [email protected] or complete this Refund Form and a member of our team will contact you to discuss your options for a refund. For further information, please see our Return policy.

For faulty devices within 6 months of purchase, you have the legal right to a replacement, or a full refund if the fault cannot be remedied through a replacement.

In addition to your statutory rights, we offer the following warranty periods by model:

Your Charco CUE1+ device is warranted against defects in materials and workmanship for a period of  ONE (1) YEAR from the date of original retail purchase when used in accordance with Charco’s user manuals. 

Your Charco CUE1 device is warranted against defects in materials and workmanship for a period of  TWO (2) YEARS from the date of original retail purchase when used in accordance with Charco’s user manuals.

The CUE1+ is currently cleared for you to purchase in the UK and complies with local medical device regulations(MHRA). The CUE1+ device is not available for purchase in countries outside the UK including the USA.

We are in the process of obtaining regulatory approval for many countries, and you can keep up to date with our efforts by signing up to our mailing list by country at this link.

You can also get regular updates on our international efforts through our monthly Newsletter and Open Day events. Please subscribe to our Newsletter at this link we hope to see you at our next Open Day. 🙂

The CUE1+’s RRP is £795 in the UK. Please note that this is subject to change due to other factors, such as alterations in the manufacturing process. You can pay for the CUE1+ with a one-off payment of £795, or an instalment plan is available if required to help with your purchase. 

If you are based in the UK, you can now get your CUE1+ through our website by clicking here. Once ordered, we ask that you expect your CUE1+ to be shipped within 4-7 working days.

In other countries where the CUE1+ has yet to be approved or is in the process of being approved, you can keep up to date with our efforts by signing up to our mailing list by country at this link.

If you are in the UK, you can now get your CUE1+ through our website at this link.

If you are not in the UK, you can keep up to date with our efforts by signing up for our mailing list by country at this link.

If you are purchasing the CUE device 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 Parkinson’s?” section.

If you are eligible for VAT exemption and have already made your purchase and you have paid VAT, please contact our Community Support Team at [email protected] and we will assist you.

If you are based in the UK, you can now get your CUE1+ through our website by clicking here.

If you are not in the UK, please sign up to our waiting list at this link, we can then keep you updated on our regulatory efforts.

The CUE1+ has currently received regulatory approval in the UK, and as such we are currently offering it to people on the waiting list who are based in the UK. 

As CUE1+ is a medical device, we would kindly advise you to carefully check the regulations for your specific region before taking any action.

The technology used in the CUE device is based on feedback, user testing and published research. Our user testing showed positive results with the CUE 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 CUE device 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 CUE device, and this is an area we are focusing on in our current research.

The CUE device 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, but we would recommend placing it on your sternum, as we have found through our own testing that the CUE device is most effective when placed here.

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

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

The battery life of the CUE device 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 CUE device’s battery will last for around 7-8 hours.

The CUE device takes about 1-2 hours to charge from 0% and is recharged using the included dock and USB-C cable.

The CUE device must only be charged from a certified 5V power source and should not be charged by connecting to a laptop or computer, or directly to the mains electricity via a USB power outlet.

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

In addition, we have a general information and testing results brochure about the CUE1.

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

The adhesives are waterproof and should be dried gently using a towel after getting wet, but the CUE device is splash proof only. It is essential that you remove the CUE device before taking a shower, bath or going swimming.

The CUE device can be worn for as long as you feel comfortable. Some users choose to have their CUE device on and vibrating throughout the day, while others use their device for specific activities, or at certain times of the day. Our user feedback has shown that over 70% of users wear their CUE device for longer than 7 hours a day, 16% wear it for 4-6 hours, and 13% use it for less than 3 hours a day.

Some users will feel an immediate effect soon after switching on the CUE device, whilst for others it might take a bit longer to acclimatise to the stimulation, which can take a few 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:

Your CUE device will come with a set of adhesives, including six Body Side Adhesives and one Device Side Adhesive. Each Body Side Adhesive patch lasts for up to 14 days, depending upon the level of usage. The Device Side Adhesive patch lasts for up to 3 months, but this adhesive has a coarse surface that can pick up lint and fibres, reducing the effectiveness of the hook and loop.

They are usually replaced upon receiving a new Body Adhesive pack, depending upon the level of usage.

You can find replacement adhesive packs on the Shop page at the Charco website.

It’s important that the adhesive patches are applied to the body correctly in order to ensure that the CUE device can be used as intended, please refer to the tips below.

Body Side Adhesive

1. Ensure that when the body side patch is applied to the surface of the skin that no edges are folded under, this will reduce the chance of the adhesive needing to be replaced prematurely. If an edge is folded under then the adhesive should be replaced in order to ensure proper use of the CUE device.
2. Please do not reattach a used adhesive patch as the adhesive is not intended to be reapplied to the body once it has been removed.
3. If the adhesive patch becomes wet after bathing and showering, gently pat the adhesive patch dry to avoid lifting the edges, if you do notice that an edge is starting to lift then that is an indication that the adhesive patch should be replaced.
4. Ensure that the patch is clean and free of any lint to ensure that the CUE device can be attached to it as intended.

Device Side Adhesive

1. Ensure that all edges of the device side adhesive patch are firmly attached to the CUE device, if an edge is starting to lift then this is an indication that the adhesive patch should be replaced.
2. When attaching a new adhesive patch to the CUE device, please ensure that the gold contacts on the back of the CUE device are not obstructed by the adhesive patch, in doing so can hinder the charging of the CUE device.
3. Ensure that the device side patch is clean and free of any lint to ensure that the CUE device can be attached as intended.

When attaching the CUE device to the body side patch, hold the device firmly against the body-side adhesive, and give the CUE device a small twist back and forth of 1-2 degrees to ensure that both adhesives fully attach to each other.

If the CUE device appears to detach from the body more easily than usual then this is an indication that one or both patches should be replaced.

In the event that there is any technical issue, please complete this Tech issue report form. One of our team members will reach out to you to check the issue and will arrange the return if needed.

Please refrain from sending your device to us. After receiving the tech issue report from the form, our support team will contact you and arrange the return. If you need any support, please contact our support team at [email protected]

First, open your CUE App and select “Connect your CUE”. Your mobile phone’s Bluetooth must be on and the App must have permission to use Bluetooth. Please check this in your mobile phone’s App settings.

In order to pair the CUE device with the CUE App, the CUE device must be in ‘pairing mode’. The CUE device goes into pairing mode for 30 seconds when first switched on, or placed in the charging dock.

If you are not able to connect in 30 seconds, simply turn the device off and back on again, or remove it from the charging dock and place it in the dock once again to put the device back in pairing mode.

If the above steps do not work, please try turning the device off and on again, and try connecting to the App again using the steps below.

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 CUE device automatically reconnects.
2. If you see ‘Connecting to CUE device’ or ‘Cannot find CUE device’ at the top of the screen, then tap anywhere in that top section, and then tap ‘Connect different CUE device’. 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 CUE device by holding down the CUE device 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 CUE device connected’ at the top.

If none of these steps work, please contact us at [email protected] and we will support you.

If you find that your CUE device isn’t charging, please try charging your device from a different plug. Please ensure that the adapter is a certified 5V adapter. If this does not make a difference, please try charging your device using a different charging cable. Any USB-C type cable should connect, such as those used to charge a smartphone.

Please check that the gold strips on the back of your CUE device are not covered by the adhesive, and that the gold pins in your charging dock are making contact with the gold strips.

If none of these suggestions work, please complete this form to register the technical issue, and a member of our team will be in touch.

Our hope is that the CUE device can provide benefits to everyone and that it can be tailored to everyone’s needs. We have tested the CUE device on a wide range of people of all ages and at all stages of Parkinson’s, and we are confident that the CUE device 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 in between.

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

The CUE device’s compatibility with DBS is a crucial question, and one which we are currently investigating. If you are unsure about using the CUE device 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 CUE device 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 CUE device.

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

Using the CUE device with a pacemaker or ICD (defibrillator) is a topic we are currently investigating. 

We recommend that you seek the advice of your doctor and the manufacturer of your pacemaker before using CUE1+.

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

The CUE device is designed to help reduce the movement related symptoms of Parkinson’s. While everyone responds slightly differently, testing so far has shown that many users experience an improvement in their bradykinesia (slowness or hesitation), rigidity, and some with tremors. This is an area that we are focusing on in our research.

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

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

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

The CUE device 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 CUE device’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 CUE device (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 CUE device’s effect on a specific condition, please feel free to contact us at [email protected].

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

The CUE device 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 CUE device below.

We are always eager to learn more about how the CUE device 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 CUE device.

The App comes with features intended to provide a better quality of life for users of the CUE device. It allows you to personalise the CUE device’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 CUE device does not need the app to function. We do recommend downloading our CUE App if possible, as it will help you to tailor the CUE device to fit your unique needs; nevertheless, if you are unable to do so, rest assured that your CUE device will work just fine.

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

CUE1 firmware update guide

We have enhanced the CUE1 by analysing real-world data over the years. Season 2 is the new phase of launch coming with the CUE1+ (CUE1 plus), which is the enhanced version of the CUE1.

The basic functionality is the same as the CUE1 but the CUE1+ will have a longer lifetime as it has a customised motor for neuromodulation. Also, an additional colour option has been introduced, so you’ll be able to choose between the original Deep Ocean colour and the new Sand colour.

The basic functionality is the same as the CUE1 but the CUE1+ will have a longer lifetime as it has a customised motor for neuromodulation. If you are benefiting from the CUE1, of course, you can still use the CUE1 and we will continue to provide support for the CUE1. If you wish to have the CUE1+ or have it as an additional one, please feel free to sign up for Season 2 waiting list here.

Our commitment to supporting you remains our utmost priority, and we’ll keep providing the best support for you. If there are any technical issues while you’re using your CUE1 device, we will ensure to provide replacements within the 2 year warranty period.