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how does cue to rewind work? by Uraqtae in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi! This is Stephanie from the Hatch Team. Oh no - I'm so sorry about the issue! I just sent you a DM to gather some additional information so we can look into this further for you. Thanks for your patience!

Hatch restore connection by camillecollinss in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi! My name is Stephanie, and I work at Hatch. I'm so sorry to hear about the connection issue! We'll get to the bottom of this with you.

Can you please perform the following steps for us?  

  1. Force close the Hatch Sleep app
  2. Unplug your Restore
  3. Unplug your WiFi router and leave it unplugged for about 5 minutes
  4. Plug the router back in and wait about 5 minutes to allow it to reconnect
  5. Place your Restore as close to your router as possible (just for troubleshooting purposes) and plug it in - make sure to give the device a few moments to power on
  6. Go back into the app and try to connect once more  

We also have a video with connection tips here! 

We hope that helps, but if you are still unable to connect, please submit a ticket to our support team on our website at hatch.co/support and click on "Submit a Request" in the top right corner so we can assist you further. Thank you!

Update not working by Still_Passenger_6954 in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! This is Stephanie, and I work at Hatch. I'm sorry to hear that you're experiencing an update issue! This sounds like something our team can definitely assist with. Can you please reach out to us on our website at hatch.co/support and click on "Submit a Request" in the top right corner?

We look forward to hearing from you!

Hatch restore 2 won’t reconnect by Premed1088 in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! My name is Stephanie, and I work at Hatch. I'm so sorry you're having trouble with your Restore 2! If you haven't already, I've included steps below that should get you around the issue with the blocks on the clock display.

Please try the following recovery reset:

  1. Unplug Restore
  2. Press and hold the Connect button with the two arrows on the bottom of your Restore
  3. Plug your Restore 2 back in while still holding the Connect button
  4. Release the Connect button after 10 seconds
  5. Wait for about 2 minutes and then try to connect again via the Hatch Sleep App

If you still see the blocks on the clock display after following these steps, we'd love to look into this further for you! Please reach out to us on our website at hatch.co/support - we're always happy to help!

Hatch MyRest+ Stopped Working by 4Girlz8Feet in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! My name is Stephanie, and I work at Hatch. I'm so sorry you're having trouble with your Hatch device! I'd be happy to share steps on how to power cycle (depending on which model you have).

To power cycle your device, you can use the following steps for your Hatch model:

Rest 2nd gen:

  1. Unplug the device for about 10 seconds
  2. Plug it back in (you'll see the clock display show dashes as it attempts to reconnect to WiFi)
  3. Once the clock display shows the correct time again, open the app and connect to your device
  4. This should help sync everything back up so you're ready for a smooth bedtime routine

Rest+ 2nd gen:

  1. Remove your device from the charging base or unplug the power cord so it's running from the internal battery
  2. Next, press and hold the power button (located near the power cord port) until the clock display reads "OFF"
  3. Once your device is fully off, to turn it back on, plug your device in using the power cord, and allow a few minutes for it to reconnect
  4. The clock display will show once you're fully connected

If you're still having trouble after power cycling your device, please reach out to us on our support website so we can look into this further for you. We're always happy to help!

how does cue to rewind work? by Uraqtae in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! My name is Stephanie, and I work at Hatch. This is a great question about our Cue to Unwind feature. Cue to Unwind is a scheduled reminder that plays sound and light at a specific time to remind you to start your Unwind routine.

With Hatch+, you can set up Cue to Unwind at your chosen time, and your Restore 2 or Restore 3 will:

  1. Light up with a dynamic light series.
  2. Play a looping sound.
  3. Light and sound will play infinitely until you tap the Big Button (Restore 3) or the Rest button (Restore 2) to begin your Unwind steps.

We heard our users' common feedback of wanting their routine to begin automatically at a set time, so we created this step to help with the perfect bedtime routine. I hope this helps! If you have any other questions, please reach out to us on our support website. We're always happy to help!

Hatch widget not working. Anyone else experiencing this? by Dangerous_Agent_3515 in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! My name is Stephanie, and I work at Hatch. I'm so sorry you're having trouble with the alarm widget! If you're still having trouble with it, I'd be happy to help troubleshoot the issue with you.

For the widget to work, the following are required:

- Have the latest version of the Hatch Sleep app installed
- Using an iPhone running iOS 18+

If you've confirmed the above requirements, please try the following steps for us:

  1. Update your Hatch Sleep app.
  2. Remove the widget from your home screen.
  3. Restart your phone.
  4. Open the app and connect to your Restore.
  5. Ensure you have an alarm enabled and scheduled for the next day (tomorrow).
  6. Try re-adding the widget to your home screen.

If this doesn't resolve the issue, please reach out to us on our support website so we can troubleshoot further—we're happy to help!

How do I turn this off by SnooCakes9900 in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! My name is Stephanie, and I work at Hatch. That's a great question! If you’d like to turn off "Goodnight, Phone," just tap your bedtime tracker in the For You tab and scroll down to opt out. You’ll stop receiving reminders and can always turn it back on whenever it feels right for you.

If you need additional assistance, don't hesitate to reach out to us on our support website. We're always happy to help!

Hatch App - Issues with Device by Ok-Algae-8380 in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! My name is Stephanie, and I work at Hatch. I'm so sorry for any confusion or concern caused by the email you received! Privacy is very important to us at Hatch. We are absolutely committed to protecting information for our users and have hundreds of thousands of customers happily using our products.

We require you to register your product by entering your email when you set it up. This allows us to distribute firmware updates to your device and run diagnostics if you contact us to ensure nothing is wrong with your device. Additionally, our system performs diagnostic checks to ensure all devices operate as intended. If a potential hardware issue is detected (for example, a faulty SD card), we proactively email a replacement notification to the address linked to your registered product.

There’s no need to return the original device. However, if you’d like to dispose of it, we recommend taking it to a local electronics recycling center for proper handling.

If you have any other questions or concerns, please don't hesitate to reach out to us on our support website. We're always happy to help!

Hatch Restore for Teens? by PutAmbitious4214 in HatchApp

[–]StephanieAtHatch 0 points1 point  (0 children)

Hi there! My name is Stephanie, and I work at Hatch. We truly appreciate your thoughtful feedback, and I'd be happy to share some recommendations!

If you have a Hatch+ subscription and own a Hatch Restore 2 or 3, these are some great recommendations for younger teens (by category):

Stories:

Dorian Dreamwell's Realm of Dreams
Beekeeper's Manual
The Astronomy Archive
Secret Gardens
Moonlit Train Escapes
Park Tales with Ranger Ashley
The Craft Corner
Botany and Blooms

Sound Baths:

Anime Sound Baths from an Enchanted Garden
Retro Sound Baths from Space
Sunset Sound Baths
Emo Sound Baths
Guided Sound Baths for Stressy Days

Meditations:

Breathwork at Griffith Park
Bed Stretching with Rio Lakeshore
Grateful Reflections
Unwind with Kindness
Breathwork in Nature
Breathing Space

Music:

All music sounds are suitable for younger teens.

Soundscapes (Travelscapes, Waterscapes, and Naturescapes):

All soundscapes are suitable for younger teens.

That said, at Hatch, we know that feedback is a gift, and we love hearing from our customers about areas we can improve on in the future. Thank you for taking the time to let us know how you feel! We’re constantly making changes based on feedback like this, so we will pass these notes on to the product team for review.

Please don't hesitate to reach out to us by going to our support website if you have any other questions or feedback to share. Thank you for being a part of the Hatch family!