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49 questions from our users
Hello
I have a philips lumea
I bought it 4years ago and used it once
I used it again yesterday and the ready light didnt work
I know that it is working and its 90 degree on my skin and it’s charged
Where can I find you in jordan
Hi my Lumea advanced has stopped flashing. I’ve had it for a year and only used it about four times, picked it up for the first time in roughly ten months and the ready light won’t come on. It’s at a 90 degree angle to my skin and in full contact with it but it won’t flash.
Hi Loli,
Sorry to hear about the difficulties you are experiencing with your Lumea. May we suggest fully charging your Lumea for at least two hours? It could be that you need to completely charge it.
However, we are happy to assist you further. Please consider reaching out to us on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST, we’d love to see how we can help you further.
Kind regards,
The Philips Australia Team
Hello,
I have a Lumea Advanced.
This has developed a fault where it will not flash anymore.
When the unit is offered to the skin the white ready light comes on.
When the trigger is pressed, the ready light flashes WHITE approx 5 times, and then back to a steady white, but no flash from the output.
The intensity lights stay solidly lit.
Hi Jane,
Sorry to hear about the difficulties you’ve experienced with your Lumea. May we suggest resetting your Lumea? We kindly ask you to unplug your device, and wait for 30 minutes to let it cool down. Your Lumea should function normally again.
However, we are still happy to look into this. Please feel free to reach out to us on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST, we’d love to see how we can help you further.
Kind regards,
The Philips Australia Team
Can I use this on face it only came with one attachment for body but want to know if it can be used on face
Hi Amber,
Thanks for reaching out. The Lumea Advanced IPL comes with the following attachments:
a) Body attachment (For use below the neckline)
b) Face attachment (For use below the eyes)
c) Bikini area attachment (Special treatment bikini hair)
You can find more information here: (https://bit.ly/3C10Xjk).
If you didn't receive all of the attachments, we'd like to refer you to our product team for more information. You can reach them directly on 1300 363 391 (Monday - Friday: 9:00am - 5:00pm AEST). They'll be happy to help!
Kind regards,
The Philips Australia Team
Hey no I didn’t recieve any attachments my device is sc1994 /00 not sure if thay one comes with attachments but want to know if can use on face
Hi Amber,
Thank you for getting back to us and sharing the model number of your Lumea. In that case, the only attachment you should've received with the device is indeed the body attachment. This attachment can only be used below the neckline, however, so we advise you to refrain from using it on your face.
For further questions, please feel free to contact our consumer care team on the number we shared in our previous reply.
Kind regards,
The Philips Australia Team
Mine had stopped working flashes on number 1 when turned on. Any ideas?
Hi Lesley, thank you for your question. If the device doesn't work on a certain intensity setting, it is likely that the skin tone sensor doesn't find the setting to be compatible with your skin. If the Lumea device doesn't flash at all, we'd like to refer you to our product team for more information. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.
Kind regards,
The Philips Australia Team
Hi! I bought my Lumea SC1994/00 on August and I finished the cycle but nothing happened, my hair is brown and the skin color matches the skin tone that works for the lumea, it’s December and no results, I have been doing the treatment on the time it’s schedule, following the steps and recommendations from the app. Now I feel I lost my money and I can’t return the product. Can I have any advice on what to do? Can I still return the product? Get my money back? O get any credit for the product if I return it ? I’m very disappointed because I had high expectations on this product
Hi Vanessa, thanks for reaching out to us. We're sorry to hear that you didn't get the results that you expected, and we're eager to help. Sometimes this can happen if the hair isn't properly trimmed before the treatment session. You can remove your body hair by shaving, waxing, or epilating as long as hair is still visible. If you choose to wax, we recommend waiting at least 24 hours before using Lumea. Additionally, we recommend that you clean your Philips Lumea after every use and store it in a dry and clean environment. Lastly, if the recommended settings don't seem to work with your skin, you can increase it by one.
If you still weren't satisfied with your device, we'd like to refer you to our product team for more information. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.
Kind regards,
The Philips Australia Team
Hi Philips
I can’t seem to get my laser machine to work. When I turn it on the intensity from 1-5 are all on and are blocking on and off I can’t get the skin search button to work or anything except turning it on and off please help
Hi Robert, thank you for reaching out to us. How unfortunate to hear that you're having issues with your Lumea. We'd like to investigate this in more detail, which is why we kindly ask you to reach out to our colleagues for further assistance. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They're always happy to help!
Kind regards,
The Philips Australia Team
Hi
I have used it once it was good but the second time after a month I tried to use it, the light goes red but it's not flashing any part of the body I also tried to switch off from power and power back but it's not flashing at all. it turning on but not flashing. please help me out.
Hi there, Maitree. Thank you for taking the time to provide us with feedback. Based on your description of the issue, we would suggest trying out the different attachments to see if any of them work properly. Also, we would ask you to make sure that the attachment glasses are clean and free of any marks or signs of damage. We'd be happy to investigate this issue further, so please feel free to reach out to our local team. You can contact them directly on 0800 658 224 from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help you further.
Kind regards,
The Philips Australia Team
Hello. I got my phillips lumea advanced and used it a couple of times, trying to use it now but it wont take any shots no matter the angle, after several trials it wont increase in power and the number 1 mark is flashing on/off. Any help pls
Same happened with me
It seems from these reviews that the responses from 2-5 years ago are very good to excellent, but the more recent reviews a few weeks - 5 month ago are reporting faulty behavour. I wonder if this device is now more cheaply made & no longer as good as they were. I was considering purchasing this brand, but I'm not confident now. Such a shame.
Hi Batool, we regret to hear that your Philips Lumea Advance is not working as it should. It seems like the reason is that your skin has become too dark. The ready light blinks or lights up orange. Most Lumea devices contain a Skin Tone sensor that prevents Lumea from flashing when the skin tone is too dark.
We recommend that you try using the device on a different area where the skin is lighter. Alternatively, you can wait until your skin tone on the specific area becomes lighter and suitable for Lumea treatment again.
We'd like to refer you to our colleagues for further assistance. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They're always happy to help!
Kind regards,
The Philips Australia Team
Hi, I bought my Lumea in January, used it few times and then I had to contact the seller, because it was not working correctly. The time between flashes was longer than at the beginning and the device was overheating quickly which caused the treatment to be more painfull. I got a new one and the problem is still there, it gets overheated quickly, after cca 9 minutes of using and the time between flashes is quite long. Also, after less than 10 minutes or so of using the device, the light of intesity scale (1-5) starts flashing all over and I have to turn it off and let it cool for another 10 or 15 minutes. Any help?
Hi Martina,
thank you for reaching out to us and for bringing this to our attention. With regard to the device warming up during use, this is perfectly normal! To prevent discomfort, we recommend starting the treatment in more heat-sensitive areas like bikini area or underarms while the device and attachment is still cool. You can then treat your legs afterwards, since they are less sensitive to heat. To prevent the device from getting warm so quickly in the first place, there are a few things you can try. First, you can use the device in a slightly cooler environment and/ or let it cool down before continuing use. It's also possible that the device is getting too warm because the fan is not working. For this, we recommend checking if the attachment is well connected and cleaning the connectors on the attachment if needed. Please also make sure that the cooling fan of the airflow is not blocked. Moreover, the longer time between flashes as well as the intensity lights blinking, are the device's way of warning you that the attachment is not attached. Thus, we suggest once again making sure you've attached the attachment completely. If necessary, you can also clean the electronic contacts on the attachment. We hope these tips are helpful!
If the issue still persists, please feel free to contact our Consumer Care Team. If you're based in Australia, you can contact them on 1300 363 391 (Monday - Friday: 09:00 am - 05:00 pm EST). For New Zealand, you can reach our product team directly on 0800 658 224 (Monday - Friday: 09:00 am - 05:00 pm EST). They’ll be more than happy to help.
Kind regards,
The Philips Australia Team
I have the same issue with a Bri958/00 model. The device is overheating so bad after only a few mins of use. For such an expensive device you would expect a lot more quality. I have exchanged my device once because of this, the new device overheats even faster and also, the white light doesn't work properly even if I am keeping the device at the correct angle. I have to try a couple of times because it's really not working. It is so frustrating! Lots of issues, terrible quality at a huge cost for what it is.
Hello Madalina,
Thank you for taking your time to leave this comment. We are very sorry to hear that your experience with our Lumea was not all positive. Let us see how we can improve this issue. First of all, may we suggest resetting your Lumea? You can do so by taking the plug out of the socket, and waiting for 30 minutes to let the device cool down. As we have mentioned before, we recommend making sure if cooling airflow of the fan is unblocked, and checking if the attachment is well connected.
However, we would still gladly take a closer look into this issue. If you could call us on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST, we’d love to see how we can help you further.
Kind regards,
The Philips Australia Team
Hey Guys :) I just unboxed my advanced and noticed that the laser head bars aren't straight, they are kind of bent in the centre. Is this to focus the laser to the centre or is there something wrong? Thanks :)
Hi there I have lumea prestige RBI956/00 I used it 3 time and now not flashing when I but in the skins, every thing is working the fan and skin sensor but no orang flash
Hi Sara, and thanks for your feedback. Try to pause for 30 minutes without disconnecting the power cord, then switch it back on. If this doesn't improve your experience, we'd like to refer you to our product team for more information. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.
Kind regards,
The Philips Australia Team
Hi there,
I was wandering so the device does not get rid of the hair for ever no matter how long you use it?
And I have some hair grow under the skin in my legs is it safe to use it on them?
Hi there, thanks for asking. 100% permanent hair removal is highly unlikely, regardless of whether you use IPL at your home or at a salon. You will always require regular maintenance to keep your skin fully hair-free.
About your second question, the answer is yes. That is completely safe. Hope this helps!
Kind regards,
The Philips Australia Team
I have Philips IPLSC2001/01 from 2011. My daughter never used it. I have used it so it was in new condition. I have used about 6 times in the last few months. It switches on, is placed on the skin correctly but the ready light does not come on. Why? How can I fix it please?
Hi there. Thank you for your question here. We're sorry to hear your Lumea is not working correctly, and can imagine this is quite inconvenient for you. We advise you to Place the appliance in a 90° angle onto the skin in such a way that all contact switches touch the skin. Then check if the ‘ready to flash’ light is on and press the flash button. If this does not work, place the appliance on a part of your body where it is easy to establish full skin contact, for example on your lower arm. Then check if the ‘ready to flash’ light works. Finally, please clean the safety ring carefully. Should you have any questions, please feel free to contact the following numbers: 1300 363 391 from Monday - Friday: 09:00 am - 05:00 pm EST or 0800 658 224 from Monday - Friday: 09:00 am - 05:00 pm EST. Our colleagues are happy to help you out.
Kind regards,
The Philips Australia Team
I have my Philips lumea around a year, I have used it around 15 times, now when I turn it on, it keeps flashing white and not working, has anyone had a similar experience or any advice on what could be the issue and how to fix it?
Hi Sarah,
Thank you for taking the time to write a review. The most common way of troubleshooting this is to reset the device. In order to do so, please turn off your device and leave it off for a few minutes, then turn it back on. This will reset your device and it should be ready to go.
If the issue persists, we'd like to refer you to our product team for more information. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.
Kind regards,
The Philips Australia Team
The manual says that the scattered light from the device is safe, yet it contradicts this by saying that it is strongly advised not to look directly at the light. If the light is safe, why can't you look at it?
I ask because I used it on my underarms, and when I held down the button nothing was happening so I mindlessly turned my head in that direction wondering if I'd placed it correctly and the flash suddenly went off. It didn't cause my eyes any discomfort, and I wasn't looking directly at it but my gaze was very close to it and my underarms are obviously very close to my head. I was wearing dark glasses at the time but the light was visible in the gap between the glasses and my cheek. It's very hard not to slip up and look at the light, I imagine most people would accidentally look at it once or twice.
Hi there,
Thank you for your query. To give you an expert answer on this, we kindly advise that you contact our product specialists directly through the numbers below:
0800 658 224 (NZ) from Monday - Friday: 09:00 am - 09:00 pm and 1300 363 391 (AU) Monday - Friday: 07:00 am - 07:00 pm EST.
Have a wonderful week ahead!
Kind regards,
The Philips Australia Team
Sounds quite dodgy that this question can't be answered in writing. Pretty simple question. If it's safe, why can't you look at it. I'm suspicions you don't want to answer it because you don't want proof on the internet as to what your response was.
Very mild physics knowledge here, but as I understand it, the scattered light, as in the light that escapes around the device and your skin should be safe, but it wouldn't be recommended/safe to flash the main beam of light when it is pointed at your face and not in contact with skin. Like looking at the sun directly vs looking up at the clouds in the sky and noticing 'bright' sunlight.
Hi, I was trying to use my Lumea IPL today. It turned on and everything but it wouldnt flash when i pressed the button. It is quite new. I have only used it for a few months. Why isnt it working and what do i have to do to fix it?
Hi there,
Thank you for your query. To give you an expert answer on this, we kindly advise that you contact our product specialists directly through the numbers below:
0800 658 224 (NZ) from Monday - Friday: 09:00 am - 09:00 pm and 1300 363 391 (AU) Monday - Friday: 07:00 am - 07:00 pm EST.
Have a wonderful week ahead!
Kind regards,
The Philips Australia Team
My philips lumea won't go past setting 1, it just keeps flashing and is 4 years old. Any help?
Had same problem. Clean the circuit board on the extension or try to change the extension to another one. That worked for me immediately.
Hi my machines number 1-5 light keeps flashing and won’t come on??
Hi there,
My partner is going bald and wants to try the lumea advanced on his head. Is that ok? I can only find info about upper lip and chin, nothing about using it on the scalp.
Thanks!
Hi Bindi,
Thank you for your query about your Lumea Advanced. Unfortunately, we do not advise using this device on your head, specifically not recommmended for use above the cheekbone area.
Should you have any further questions, please contact our local product team at 0800 658 224 (NZ) from Monday - Friday: 09:00 am - 09:00 pm and 1300 363 391 (AU) Monday - Friday: 07:00 am - 07:00 pm EST.
Have a wonderful week ahead!
Kind regards,
The Philips Australia Team
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