Contact Philips Sonicare Support

by Crashing Insanity

The Sonicare brushes are probably some of the best if not the best brushes I have ever had. Unfortunately, their app does not live up to that standard of quality. I have lots of respects for the developer there is some fantastic ideas here but the design is very dated and the lack of support is apparent. My brush constantly disconnects from the app, and sometimes even after connecting. My brushing is not being reflected on the app. Which means there is a definitely a connection bug. Additionally, this app lacks total support for Apple Health. There is no way for you to have all your records to share with your dentist in one place. I keep everything on Apple Health, but unfortunately this app does not send data over to be recorded which can easily be done by using healthkit, and the reason why I bought a smart brush in the first place. Lastly, I have a major issue with the design of the app itself. The app has tabs that are completely unnecessary and makes it hard to get to the information that is relevant and useful. Some aspect of the app are beautifully design however. Overall, the brush is fantastic but the app leaves a lot to be desire. It is slow, clunky, very very buggy, and has zero support for Apple Health to the point where I never use it. Very disappointing!

by SendingOutAnSOS

Rarely have I ever felt so ripped off. Despite being a long time loyal Philips Sonicare user, the depths of a money grab and privacy concerns have never been as apparent as with this product and software. First, $300+ for a toothbrush?? What the heck was I thinking! I was much happier with my less than $100 Sonicare toothbrush. What have I received for spending more than $200 extra? I get an app that does a poor job of detecting which teeth are being brushed (and Philips tech experts had no solution), Philips pushing to allow location services to be turned on (for a freaking toothbrush?! NO WAY!), notification services to be turned on (again NO WAY for a stupid toothbrush), and the biggest money grab of all time? The ability for the app to detect and automatically sense when the brush needs replacing and ordering replacement brushes. DO NOT use this service! Toothbrushes are meant to last for 6 months between replacing but the app insists that the brush be replaced in only 2 months! Give me a break Philips and nice try! I’m absolutely disgusted and disappointed at the over reach and greed of Philips. This has me considering other toothbrush makers going forward. Something I never would’ve considered previously to using this app.

by Kirbyt

The app crashes more times per day than the number of times I brush my teeth. And I brush at least twice a day. As an attempt to stop the frequent crashes, I decided to delete the app, then re-install it. My data is stored in the cloud. What harm could that do? I’ll tell you. I lost the last four weeks of data. I like the toothbrush but hate the app.

Updated review: The app continues to crash but not as often. Takes a long time to load the app when it actually runs. I have to log back in to my account from time to time, which is annoying. Oh, and I can’t update the firmware of my toothbrush. I get the update notice daily, but the update fails every time. My current firmware version is 2.4.1. The update firmware version is 2.11.1.

Another update: I contacted support through the Philips website. They stepped me through the factory reset process for my DiamondClean toothbrush. After the reset, I was able to update the firmware. However, the firmware update stalled at 99%. I let the app sit with it showing 99% complete for an hour, then I canceled the update. The app then said the firmware on the toothbrush handle was up to date. So the update was successful, but the app didn’t realize the final one percent was complete.