The Hero app simplifies the transition by automatically transferring schedules and settings. However, you will need to manually move any medications between the dispensers.
Pre-Requisites
Before you begin, make sure to complete the following:
Ensure both the current and replacement Hero dispensers are online and powered on.
Log into your Hero mobile app.
Remove the travel bar from the replacement dispenser.
1. Set Up Your New Hero
Complete the setup tutorial, ensuring it connects to your local Wi-Fi network.
When the new dispenser displays the connection code screen, open your Hero app.
2. Begin the Transfer Process
In the Hero app, go to the “More” tab and select “Set up another smart dispenser.”
Choose “Replacement for an existing user.”
Tap “Begin Transfer” and enter the setup code shown on your new Hero dispenser.
3. Transfer Medications
Follow the on-screen prompts on your new Hero dispenser to load your medications into it.
4. Finalize the Setup
Once the transfer is complete, insert the travel bar into the back of your original Hero to secure the internal components.
Unplug the original dispenser once the travel bar is in place.
Use the original packaging to return your old Hero. The travel bar must remain inserted during shipment to prevent damage.
If you no longer have the original packaging or travel bar, contact Hero Support — replacement packing may incur a fee.
Tips
Both dispensers must stay connected to Wi-Fi during the transfer process to ensure seamless operation.
Adjust medications as necessary post-transfer, removing or adding items based on current needs.
Troubleshooting Common Issues
What if the Dispensers Fail to Pair?
Verify that both your dispensers are connected to the same Wi-Fi network.
Restart both units and try pairing again.
The Replacement Unit is Not Recognized in the App.
Check that the replacement dispenser is powered on and has a stable connection.
Helpful resources
We’ve created a video to help you pack and safely return your Hero. Watch it here.
We’re here to help you every step of the way. Call 855-855-9962 and one of our setup specialists will walk you through everything step-by-step.