Please power cycle Hero: unplug from the back, and leave it unplugged for 2 minutes. Plug Hero back in.
If that did not help, please follow these instructions and make sure the device has access to Wi-Fi:
1. Unplug your Hero from the back, and leave it unplugged for 2 minutes.
2. Before plugging the device back in, press and hold down together the center and down arrow keys.
3. While holding the buttons down, plug Hero back in.
4. Keep holding those keys down until the LED ring around Hero's keypad starts showing a solid green LED ring.
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We want to resolve your problem as quickly as possible, so you can get the most out of your Hero membership. If we determine that it’s a mechanical or technical performance issue with the dispenser, then that would warrant a replacement. Member Experience is here for you 24/7! Call us at 1-855-855-9962 or chat at herohealth.com.