与 iOS 用户 2045317586950390684 的对话

{
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    "ticket_id": "1253501",
    "subject": "Conversation with iOS User 2045317586950390684",
    "description": "Conversation with Name_23703",
    "status": "pending",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::Air 1",
    "created_at": "2026-05-13T01:59:34Z",
    "updated_at": "2026-05-13T03:02:08Z"
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    "category_name": "CPI::Unable to charge",
    "category_value": "cpi__unable_to_charge",
    "category_zh": "无法充电"
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  "messages": [
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      "created_at": "2026-05-13T02:14:52Z",
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      "text": "(09:52:16) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(09:52:27) iOS User 2045317586950390684: Not charging\n\n(09:52:39) Momcozy: Oh no, I’m sorry to hear your device isn’t charging! To help you out, could you please let me know your product model? You can usually find it on the bottom of your device or on the packaging box. Once I have that info, I’ll do my best to assist you!\n\n(09:53:12) iOS User 2045317586950390684: Air 1\n\n(09:53:27) Momcozy: Let’s get your Air 1 charging again! First, press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Next, fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps pinpoint if the issue is with the charger or the case. If the charging light works but the pump won’t turn on, the power button might be the culprit. If none of these steps help, check for any liquid damage like milk stains or moisture around the motor. If you spot any, please stop using the pump and reach out to customer support right away!\n\n(09:53:31) Momcozy: Let’s try to get your Air 1 charging again! Please press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps us know if the issue is with the charger or the case. If you notice any liquid or milk stains around the motor, please stop using it and reach out to us. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(09:55:27) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(09:55:28) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(09:57:53) iOS User 2045317586950390684: Still not working\n\n(09:58:03) Momcozy: I’m really sorry the previous steps didn’t get your Air 1 charging again. Don’t worry—I’ll arrange for our specialist team to take a closer look and help you out as soon as possible! Thank you for your patience, and we’re here to make sure you get the support you need.\n\n(09:58:06) Momcozy: To help our specialist team support you even faster, could you please share your order number with me? Thank you so much!\n\n(09:58:25) iOS User 2045317586950390684: I just bought it too\n\n(09:58:29) Momcozy: Could you please share your order number with me? This will help us get your issue to our support team quickly. Thank you so much for your help!\n\n(09:58:45) iOS User 2045317586950390684: Bought it off Amazon\n\n(09:58:52) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the help you need. Thank you so much for your cooperation!\n\n(09:59:21) iOS User 2045317586950390684: 111-7156596-8565017\n\n(09:59:24) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(09:59:25) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(09:59:28) iOS User 2045317586950390684: Yes\n\n(09:59:33) Momcozy: Transferring to a human agent.\n\n(09:59:48) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(10:00:10) iOS User 2045317586950390684: Hi my air 1 just stopped charging\n\n(10:00:40) iOS User 2045317586950390684: Iv tried manual charging n the case is fully charged n this is the second time charging it\n\n(10:00:47) iOS User 2045317586950390684: N both pumps don’t turn on\n\n(10:01:35) iOS User 2045317586950390684: When I put the pumps in the portable case it registers the pumps but there’s no charge\n\n(10:01:56) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n\n(10:04:01) Momcozy Elysia: Thank you for bringing your issue to our attention. We sincerely apologize for any inconvenience this has caused you, and we really appreciate your patience while we assist you with troubleshooting 💛\n\nCould you please kindly record a short video by following the steps below for us to check further? \n\n 1. Please make sure the charging contact area on the bottom of the motor is clean, and gently peel off any remaining protective film if attached.\n\n 2. Take the pump out of the charging case, leave the case idle for around 10 seconds, then place the pump back into the case.\n\n 3. Keep the motor powered off, then charge it with a fully charged charging case (4 white indicator lights on). Please check if the motor indicator lights up green.\n\n Note: The power adapter for the charging case needs to be 5V/3A.\n\n 4. With the motor still turned off, try charging it directly via the magnetic cable paired with a 5V/2A adapter, and check if the motor indicator turns green as well.\n\n(10:04:10) Momcozy Elysia: To help us better diagnose the issue, could you please provide the following information: \n\n * A clear photo of the motor bottom (to check the SN code and model number)\n\n * A photo of the UDI (Unique Device Identifier) label on the product box bottom 💕\n\n(10:05:45) iOS User 2045317586950390684: I don’t have the box the product came in is there another place to find the UDI\n\n(10:08:55) Momcozy Elysia: If you cannot provide a UDI, please provide the serial number (SN) on your motor.\n\n(10:14:40) Momcozy Elysia: Additionally, regarding the device unable to power on issue 💕\n\nCould you please record a short video following the steps below? This will help us clearly identify the root cause:\n\na. Please show the motor connected to the magnetic cable or charging case, and let us capture the indicator light status. Kindly check whether it shows a green light for full charge.\n\nb. Next, disconnect the device from charging. Press and hold the power button for 3 seconds, then check if the white indicator lights up and if the motor turns on normally."
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{
  "translated_subject": "与 iOS 用户 2045317586950390684 的对话",
  "translated_description": "与 Name_23703 的对话",
  "translated_agents_notes": "",
  "translated_category_label": "无法充电",
  "translated_messages": [
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      "created_at": "2026-05-13T02:14:52Z",
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      "translated_text": "(09:52:16) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。\n\n IBCLC（泌乳咨询和母婴保健）、婴儿监护仪 (BM03/BM04) 固件更新、产品和活动咨询、订单状态和物流问题、售后服务、其他咨询\n\n(09:52:27) iOS User 2045317586950390684: 无法充电\n\n(09:52:39) Momcozy: 噢不，很遗憾听到您的设备无法充电！为了帮到您，能请您告诉我您的产品型号吗？您通常可以在设备底部或包装盒上找到它。一旦我有这个信息，我会尽力协助您！\n\n(09:53:12) iOS User 2045317586950390684: Air 1\n\n(09:53:27) Momcozy: 让我们尝试让您的 Air 1 恢复充电！首先，按住电源按钮 2 秒以上。确保吸乳器电机底部的充电区域干净，如果您的吸乳器是全新的，请撕掉保护膜。接下来，给充电盒充满电直到看到 4 个白灯，然后取出吸乳器电机 10 秒钟，再放回盒中，检查电机指示灯是否变绿。您也可以尝试使用磁力充电器直接给吸乳器电机充电——如果指示灯变绿，这有助于确定问题是在充电器还是充电盒。如果充电指示灯正常工作但吸乳器无法开启，可能是电源按钮的问题。如果这些步骤都无效，请检查电机周围是否有液体损坏，如奶渍或受潮。如果您发现任何迹象，请立即停止使用吸乳器并联系客服！\n\n(09:53:31) Momcozy: 让我们尝试让您的 Air 1 恢复充电！请按住电源按钮 2 秒以上。确保吸乳器电机底部的充电区域干净，如果是新吸乳器，请撕掉保护膜。给充电盒充满电直到看到 4 个白灯，然后取出吸乳器电机 10 秒再放回，检查电机灯是否变绿。您也可以尝试用磁力充电器直接给电机充电——如果灯变绿，这有助于我们了解是充电器还是盒子的问题。如果您注意到电机周围有任何液体或奶渍，请停止使用并联系我们。您可以先尝试这个。如果仍未解决，请随时联系我们，我们将为您进行下一步操作。\n\n(09:55:27) Momcozy: 感谢您的咨询。目前我们尚未收到您的新消息。如果您有任何其他问题，我们将继续为您服务。\n\n(09:55:28) Momcozy: 您如何评价您的体验？\n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, 以后再说\n\n(09:57:53) iOS User 2045317586950390684: 还是不行\n\n(09:58:03) Momcozy: 非常抱歉之前的步骤没能让您的 Air 1 恢复充电。别担心——我会安排我们的专家团队尽快进一步查看并为您提供帮助！感谢您的耐心配合，我们会确保您获得所需的支持。\n\n(09:58:06) Momcozy: 为了协助我们的专家团队更快地支持您，能否请您提供您的订单号？非常感谢！\n\n(09:58:25) iOS User 2045317586950390684: 我也是刚买的\n\n(09:58:29) Momcozy: 能否请您提供您的订单号？这将有助于我们快速将您的问题提交给支持团队。非常感谢您的帮助！\n\n(09:58:45) iOS User 2045317586950390684: 在亚马逊上买的\n\n(09:58:52) Momcozy: 能否请您提供您的亚马逊订单号？这将有助于我们快速将您的案例转交给支持团队，并确保您获得所需的帮助。非常感谢您的配合！\n\n(09:59:21) iOS User 2045317586950390684: 111-7156596-8565017\n\n(09:59:24) Momcozy: 很抱歉我们找不到您需要的答案。您可以尝试询问其他问题或联系客服寻求帮助。\n\n(09:59:25) Momcozy: 您现在需要我为您联系人工客服吗？\n\n 是，否\n\n(09:59:28) iOS User 2045317586950390684: 是\n\n(09:59:33) Momcozy: 正在为您转接人工客服。\n\n(09:59:48) Momcozy Elysia: 您好，感谢联系我们！💕\n\n(10:00:10) iOS User 2045317586950390684: 你好，我的 air 1 刚刚停止充电了\n\n(10:00:40) iOS User 2045317586950390684: 我试过手动充电，盒子是满电的，而且这是第二次充电\n\n(10:00:47) iOS User 2045317586950390684: 两个泵都无法开机\n\n(10:01:35) iOS User 2045317586950390684: 当我把泵放入便携盒时，它能识别到泵，但没有在充电\n\n(10:01:56) Momcozy Elysia: 请稍等片刻——我正在查看您之前的消息。\n\n(10:04:01) Momcozy Elysia: 感谢您向我们反映此问题。对于由此给您带来的任何不便，我们深表歉意，非常感谢您在协助我们排查故障时的耐心 💛\n\n能否请您按照以下步骤录制一段短视频，以便我们进一步核实？\n\n 1. 请确保电机底部的充电接触区域干净，如果有保护膜请轻轻撕掉。\n\n 2. 将吸乳器从充电盒中取出，让盒子闲置约 10 秒，然后将吸乳器重新放入盒中。\n\n 3. 保持电机处于关机状态，然后使用电量充足的充电盒（4 个白色指示灯亮起）进行充电。请检查电机指示灯是否亮起绿灯。\n\n 注意：充电盒的电源适配器需为 5V/3A。\n\n 4. 在电机仍处于关机状态时，尝试通过随附的磁力线配合 5V/2A 适配器直接充电，并检查电机指示灯是否也变为绿色。\n\n(10:04:10) Momcozy Elysia: 为了帮助我们更好地诊断问题，能否请您提供以下信息：\n\n * 一张清晰的电机底部照片（以便核对 SN 码和型号）\n\n * 一张产品包装盒底部 UDI（唯一设备标识符）标签的照片 💕\n\n(10:05:45) iOS User 2045317586950390684: 我没有包装盒了，还有其他地方可以找到 UDI 吗？\n\n(10:08:55) Momcozy Elysia: 如果您无法提供 UDI，请提供您电机上的序列号 (SN)。\n\n(10:14:40) Momcozy Elysia: 此外，关于设备无法开机的问题 💕\n\n能否请您按照以下步骤录制一段短视频？这将帮助我们明确识别根本原因：\n\na. 请展示电机连接磁力线或充电盒的状态，让我们捕捉到指示灯的状态。请核实是否显示满电绿灯。\n\nb. 接下来，断开设备充电。按住电源按钮 3 秒钟，然后检查白色指示灯是否亮起以及电机是否正常启动。"
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    {
      "conversation_id": "57863307228313",
      "created_at": "2026-05-13T01:59:34Z",
      "sender_type": "internal",
      "author_name": "iOS User 2045317586950390684",
      "channel": "native_messaging",
      "translated_text": "与 Name_23703 的对话"
    },
    {
      "conversation_id": "57863307228185",
      "created_at": "2026-05-13T01:59:34Z",
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  "chinese_reading_text": "【标题】与 iOS 用户 2045317586950390684 的对话\n【分类】无法充电 (CPI::Unable to charge)\n【产品型号】milk pump::Momcozy::Air 1\n【渠道】Agent\n【描述】与 Name_23703 的对话\n【会话记录】\n(01:59:34) 内部备注: 与 Name_23703 的对话\n(02:14:52) 机器人: 您好，请选择支持类型。 \n(02:14:52) 用户: 无法充电 (Not charging)\n(02:14:52) 机器人: 遗憾听到该情况，请问您的产品型号？\n(02:14:52) 用户: Air 1\n(02:14:52) 机器人: 提供了 Air 1 的排查步骤（长按电源、检查触点、确认充电盒电量、磁吸线直充、检查液损）。\n(02:14:52) 用户: 还是不行 (Still not working)\n(02:14:52) 机器人: 将安排专家处理，请提供订单号。\n(02:14:52) 用户: 我也是刚买的，在亚马逊买的。\n(02:14:52) 机器人: 请提供亚马逊订单号。\n(02:14:52) 用户: 111-7156596-8565017\n(02:14:52) 用户: 需要人工客服。\n(02:14:52) 客服 Elysia: 您好！\n(02:14:52) 用户: 我的 Air 1 停止充电了，试过手动充电，盒子满电，这是第二次充电，两个泵都开不了机。放进盒子里能感应到但没充进去。\n(02:14:52) 客服 Elysia: 正在查看记录。请配合录制视频排查：1. 检查触点；2. 闲置 10 秒重放；3. 关机状态下用 5V/3A 适配器在盒中充电观察绿灯；4. 用磁吸线配合 5V/2A 适配器直充观察绿灯。同时请提供电机底部 SN 码照片和包装盒 UDI 照片。\n(02:14:52) 用户: 没有包装盒了，有别的地方找 UDI 吗？\n(02:14:52) 客服 Elysia: 没有 UDI 请提供电机上的序列号 (SN)。另外针对无法开机，请加拍视频：a. 展示充电状态下的指示灯；b. 断开充电长按电源 3 秒观察指示灯和电机启动情况。",
  "translation_notes": [
    "UDI 翻译为唯一设备标识符",
    "SN 翻译为序列号",
    "Air 1 为产品型号，保持原样",
    "conversation_id 57864204277913 包含了详细的聊天记录文本"
  ]
}

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      "body": "(09:52:16) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(09:52:27) iOS User 2045317586950390684: Not charging\n\n(09:52:39) Momcozy: Oh no, I’m sorry to hear your device isn’t charging! To help you out, could you please let me know your product model? You can usually find it on the bottom of your device or on the packaging box. Once I have that info, I’ll do my best to assist you!\n\n(09:53:12) iOS User 2045317586950390684: Air 1\n\n(09:53:27) Momcozy: Let’s get your Air 1 charging again! First, press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Next, fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps pinpoint if the issue is with the charger or the case. If the charging light works but the pump won’t turn on, the power button might be the culprit. If none of these steps help, check for any liquid damage like milk stains or moisture around the motor. If you spot any, please stop using the pump and reach out to customer support right away!\n\n(09:53:31) Momcozy: Let’s try to get your Air 1 charging again! Please press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps us know if the issue is with the charger or the case. If you notice any liquid or milk stains around the motor, please stop using it and reach out to us. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(09:55:27) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(09:55:28) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(09:57:53) iOS User 2045317586950390684: Still not working\n\n(09:58:03) Momcozy: I’m really sorry the previous steps didn’t get your Air 1 charging again. Don’t worry—I’ll arrange for our specialist team to take a closer look and help you out as soon as possible! Thank you for your patience, and we’re here to make sure you get the support you need.\n\n(09:58:06) Momcozy: To help our specialist team support you even faster, could you please share your order number with me? Thank you so much!\n\n(09:58:25) iOS User 2045317586950390684: I just bought it too\n\n(09:58:29) Momcozy: Could you please share your order number with me? This will help us get your issue to our support team quickly. Thank you so much for your help!\n\n(09:58:45) iOS User 2045317586950390684: Bought it off Amazon\n\n(09:58:52) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the help you need. Thank you so much for your cooperation!\n\n(09:59:21) iOS User 2045317586950390684: 111-7156596-8565017\n\n(09:59:24) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(09:59:25) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(09:59:28) iOS User 2045317586950390684: Yes\n\n(09:59:33) Momcozy: Transferring to a human agent.\n\n(09:59:48) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(10:00:10) iOS User 2045317586950390684: Hi my air 1 just stopped charging\n\n(10:00:40) iOS User 2045317586950390684: Iv tried manual charging n the case is fully charged n this is the second time charging it\n\n(10:00:47) iOS User 2045317586950390684: N both pumps don’t turn on\n\n(10:01:35) iOS User 2045317586950390684: When I put the pumps in the portable case it registers the pumps but there’s no charge\n\n(10:01:56) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n\n(10:04:01) Momcozy Elysia: Thank you for bringing your issue to our attention. We sincerely apologize for any inconvenience this has caused you, and we really appreciate your patience while we assist you with troubleshooting 💛\n\nCould you please kindly record a short video by following the steps below for us to check further? \n\n  1. Please make sure the charging contact area on the bottom of the motor is clean, and gently peel off any remaining protective film if attached.\n\n 2. Take the pump out of the charging case, leave the case idle for around 10 seconds, then place the pump back into the case.\n\n 3. Keep the motor powered off, then charge it with a fully charged charging case (4 white indicator lights on). Please check if the motor indicator lights up green.\n\n    Note: The power adapter for the charging case needs to be 5V/3A.\n\n 4. With the motor still turned off, try charging it directly via the magnetic cable paired with a 5V/2A adapter, and check if the motor indicator turns green as well.\n\n(10:04:10) Momcozy Elysia: To help us better diagnose the issue, could you please provide the following information: \n\n  * A clear photo of the motor bottom (to check the SN code and model number)\n\n * A photo of the UDI (Unique Device Identifier) label on the product box bottom 💕\n\n(10:05:45) iOS User 2045317586950390684: I don’t have the box the product came in is there another place to find the UDI\n\n(10:08:55) Momcozy Elysia: If you cannot provide a UDI, please provide the serial number (SN) on your motor.\n\n(10:14:40) Momcozy Elysia: Additionally, regarding the device unable to power on issue 💕\n\nCould you please record a short video following the steps below? This will help us clearly identify the root cause:\n\na. Please show the motor connected to the magnetic cable or charging case, and let us capture the indicator light status. Kindly check whether it shows a green light for full charge.\n\nb. Next, disconnect the device from charging. Press and hold the power button for 3 seconds, then check if the white indicator lights up and if the motor turns on normally.",
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      "body": "(09:52:16) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n(09:52:27) iOS User 2045317586950390684: Not charging\n(09:52:39) Momcozy: Oh no, I’m sorry to hear your device isn’t charging! To help you out, could you please let me know your product model? You can usually find it on the bottom of your device or on the packaging box. Once I have that info, I’ll do my best to assist you!\n(09:53:12) iOS User 2045317586950390684: Air 1\n(09:53:27) Momcozy: Let’s get your Air 1 charging again! First, press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Next, fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps pinpoint if the issue is with the charger or the case. If the charging light works but the pump won’t turn on, the power button might be the culprit. If none of these steps help, check for any liquid damage like milk stains or moisture around the motor. If you spot any, please stop using the pump and reach out to customer support right away!\n(09:53:31) Momcozy: Let’s try to get your Air 1 charging again! Please press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps us know if the issue is with the charger or the case. If you notice any liquid or milk stains around the motor, please stop using it and reach out to us. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n(09:55:27) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n(09:55:28) Momcozy: How would you rate your experience?\n\n⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n(09:57:53) iOS User 2045317586950390684: Still not working\n(09:58:03) Momcozy: I’m really sorry the previous steps didn’t get your Air 1 charging again. Don’t worry—I’ll arrange for our specialist team to take a closer look and help you out as soon as possible! Thank you for your patience, and we’re here to make sure you get the support you need.\n(09:58:06) Momcozy: To help our specialist team support you even faster, could you please share your order number with me? Thank you so much!\n(09:58:25) iOS User 2045317586950390684: I just bought it too\n(09:58:29) Momcozy: Could you please share your order number with me? This will help us get your issue to our support team quickly. Thank you so much for your help!\n(09:58:45) iOS User 2045317586950390684: Bought it off Amazon\n(09:58:52) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the help you need. Thank you so much for your cooperation!\n(09:59:21) iOS User 2045317586950390684: 111-7156596-8565017\n(09:59:24) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n(09:59:25) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(09:59:28) iOS User 2045317586950390684: Yes\n(09:59:33) Momcozy: Transferring to a human agent.\n(09:59:48) Momcozy Elysia: Hi, thank you for contacting us!💕\n(10:00:10) iOS User 2045317586950390684: Hi my air 1 just stopped charging\n(10:00:40) iOS User 2045317586950390684: Iv tried manual charging n the case is fully charged n this is the second time charging it\n(10:00:47) iOS User 2045317586950390684: N both pumps don’t turn on\n(10:01:35) iOS User 2045317586950390684: When I put the pumps in the portable case it registers the pumps but there’s no charge\n(10:01:56) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n(10:04:01) Momcozy Elysia: Thank you for bringing your issue to our attention. We sincerely apologize for any inconvenience this has caused you, and we really appreciate your patience while we assist you with troubleshooting 💛\nCould you please kindly record a short video by following the steps below for us to check further?\n\n 1. Please make sure the charging contact area on the bottom of the motor is clean, and gently peel off any remaining protective film if attached.\n 2. Take the pump out of the charging case, leave the case idle for around 10 seconds, then place the pump back into the case.\n 3. Keep the motor powered off, then charge it with a fully charged charging case (4 white indicator lights on). Please check if the motor indicator lights up green.\n    Note: The power adapter for the charging case needs to be 5V/3A.\n 4. With the motor still turned off, try charging it directly via the magnetic cable paired with a 5V/2A adapter, and check if the motor indicator turns green as well.\n(10:04:10) Momcozy Elysia: To help us better diagnose the issue, could you please provide the following information:\n\n * A clear photo of the motor bottom (to check the SN code and model number)\n * A photo of the UDI (Unique Device Identifier) label on the product box bottom 💕\n(10:05:45) iOS User 2045317586950390684: I don’t have the box the product came in is there another place to find the UDI\n(10:08:55) Momcozy Elysia: If you cannot provide a UDI, please provide the serial number (SN) on your motor.\n(10:14:40) Momcozy Elysia: Additionally, regarding the device unable to power on issue 💕\nCould you please record a short video following the steps below? This will help us clearly identify the root cause:\na. Please show the motor connected to the magnetic cable or charging case, and let us capture the indicator light status. Kindly check whether it shows a green light for full charge.\nb. Next, disconnect the device from charging. Press and hold the power button for 3 seconds, then check if the white indicator lights up and if the motor turns on normally.",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(09:52:16) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL &amp; INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(09:52:27) iOS User 2045317586950390684: Not charging\n<br>(09:52:39) Momcozy: Oh no, I’m sorry to hear your device isn’t charging! To help you out, could you please let me know your product model? You can usually find it on the bottom of your device or on the packaging box. Once I have that info, I’ll do my best to assist you!\n<br>(09:53:12) iOS User 2045317586950390684: Air 1\n<br>(09:53:27) Momcozy: Let’s get your Air 1 charging again! First, press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Next, fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps pinpoint if the issue is with the charger or the case. If the charging light works but the pump won’t turn on, the power button might be the culprit. If none of these steps help, check for any liquid damage like milk stains or moisture around the motor. If you spot any, please stop using the pump and reach out to customer support right away!\n<br>(09:53:31) Momcozy: Let’s try to get your Air 1 charging again! Please press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps us know if the issue is with the charger or the case. If you notice any liquid or milk stains around the motor, please stop using it and reach out to us. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n<br>(09:55:27) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n<br>(09:55:28) Momcozy: How would you rate your experience?</p>\n\n<p dir=\"auto\">⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n<br>(09:57:53) iOS User 2045317586950390684: Still not working\n<br>(09:58:03) Momcozy: I’m really sorry the previous steps didn’t get your Air 1 charging again. Don’t worry—I’ll arrange for our specialist team to take a closer look and help you out as soon as possible! Thank you for your patience, and we’re here to make sure you get the support you need.\n<br>(09:58:06) Momcozy: To help our specialist team support you even faster, could you please share your order number with me? Thank you so much!\n<br>(09:58:25) iOS User 2045317586950390684: I just bought it too\n<br>(09:58:29) Momcozy: Could you please share your order number with me? This will help us get your issue to our support team quickly. Thank you so much for your help!\n<br>(09:58:45) iOS User 2045317586950390684: Bought it off Amazon\n<br>(09:58:52) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the help you need. Thank you so much for your cooperation!\n<br>(09:59:21) iOS User 2045317586950390684: 111-7156596-8565017\n<br>(09:59:24) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n<br>(09:59:25) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(09:59:28) iOS User 2045317586950390684: Yes\n<br>(09:59:33) Momcozy: Transferring to a human agent.\n<br>(09:59:48) Momcozy Elysia: Hi, thank you for contacting us!💕\n<br>(10:00:10) iOS User 2045317586950390684: Hi my air 1 just stopped charging\n<br>(10:00:40) iOS User 2045317586950390684: Iv tried manual charging n the case is fully charged n this is the second time charging it\n<br>(10:00:47) iOS User 2045317586950390684: N both pumps don’t turn on\n<br>(10:01:35) iOS User 2045317586950390684: When I put the pumps in the portable case it registers the pumps but there’s no charge\n<br>(10:01:56) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n<br>(10:04:01) Momcozy Elysia: Thank you for bringing your issue to our attention. We sincerely apologize for any inconvenience this has caused you, and we really appreciate your patience while we assist you with troubleshooting 💛\n<br>Could you please kindly record a short video by following the steps below for us to check further?</p>\n\n<p dir=\"auto\"> 1. Please make sure the charging contact area on the bottom of the motor is clean, and gently peel off any remaining protective film if attached.\n<br> 2. Take the pump out of the charging case, leave the case idle for around 10 seconds, then place the pump back into the case.\n<br> 3. Keep the motor powered off, then charge it with a fully charged charging case (4 white indicator lights on). Please check if the motor indicator lights up green.\n<br>    Note: The power adapter for the charging case needs to be 5V/3A.\n<br> 4. With the motor still turned off, try charging it directly via the magnetic cable paired with a 5V/2A adapter, and check if the motor indicator turns green as well.\n<br>(10:04:10) Momcozy Elysia: To help us better diagnose the issue, could you please provide the following information:</p>\n\n<p dir=\"auto\"> * A clear photo of the motor bottom (to check the SN code and model number)\n<br> * A photo of the UDI (Unique Device Identifier) label on the product box bottom 💕\n<br>(10:05:45) iOS User 2045317586950390684: I don’t have the box the product came in is there another place to find the UDI\n<br>(10:08:55) Momcozy Elysia: If you cannot provide a UDI, please provide the serial number (SN) on your motor.\n<br>(10:14:40) Momcozy Elysia: Additionally, regarding the device unable to power on issue 💕\n<br>Could you please record a short video following the steps below? This will help us clearly identify the root cause:\n<br>a. Please show the motor connected to the magnetic cable or charging case, and let us capture the indicator light status. Kindly check whether it shows a green light for full charge.\n<br>b. Next, disconnect the device from charging. Press and hold the power button for 3 seconds, then check if the white indicator lights up and if the motor turns on normally.</p></div>",
      "plain_body": "(09:52:16) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL &amp; INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(09:52:27) iOS User 2045317586950390684: Not charging\n\n(09:52:39) Momcozy: Oh no, I’m sorry to hear your device isn’t charging! To help you out, could you please let me know your product model? You can usually find it on the bottom of your device or on the packaging box. Once I have that info, I’ll do my best to assist you!\n\n(09:53:12) iOS User 2045317586950390684: Air 1\n\n(09:53:27) Momcozy: Let’s get your Air 1 charging again! First, press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Next, fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps pinpoint if the issue is with the charger or the case. If the charging light works but the pump won’t turn on, the power button might be the culprit. If none of these steps help, check for any liquid damage like milk stains or moisture around the motor. If you spot any, please stop using the pump and reach out to customer support right away!\n\n(09:53:31) Momcozy: Let’s try to get your Air 1 charging again! Please press and hold the power button for more than 2 seconds. Make sure the charging area on the bottom of the Pump Motor is clean, and if your pump is brand new, peel off the protective film. Fully charge the Charging Case until you see 4 white lights, then remove the Pump Motor for 10 seconds, pop it back in, and check if the motor light turns green. You can also try charging the Pump Motor directly with the magnetic charger—if the light turns green, that helps us know if the issue is with the charger or the case. If you notice any liquid or milk stains around the motor, please stop using it and reach out to us. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(09:55:27) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(09:55:28) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(09:57:53) iOS User 2045317586950390684: Still not working\n\n(09:58:03) Momcozy: I’m really sorry the previous steps didn’t get your Air 1 charging again. Don’t worry—I’ll arrange for our specialist team to take a closer look and help you out as soon as possible! Thank you for your patience, and we’re here to make sure you get the support you need.\n\n(09:58:06) Momcozy: To help our specialist team support you even faster, could you please share your order number with me? Thank you so much!\n\n(09:58:25) iOS User 2045317586950390684: I just bought it too\n\n(09:58:29) Momcozy: Could you please share your order number with me? This will help us get your issue to our support team quickly. Thank you so much for your help!\n\n(09:58:45) iOS User 2045317586950390684: Bought it off Amazon\n\n(09:58:52) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the help you need. Thank you so much for your cooperation!\n\n(09:59:21) iOS User 2045317586950390684: 111-7156596-8565017\n\n(09:59:24) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(09:59:25) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(09:59:28) iOS User 2045317586950390684: Yes\n\n(09:59:33) Momcozy: Transferring to a human agent.\n\n(09:59:48) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(10:00:10) iOS User 2045317586950390684: Hi my air 1 just stopped charging\n\n(10:00:40) iOS User 2045317586950390684: Iv tried manual charging n the case is fully charged n this is the second time charging it\n\n(10:00:47) iOS User 2045317586950390684: N both pumps don’t turn on\n\n(10:01:35) iOS User 2045317586950390684: When I put the pumps in the portable case it registers the pumps but there’s no charge\n\n(10:01:56) Momcozy Elysia: Please bear with me for a moment—I’m just reviewing your previous message.\n\n(10:04:01) Momcozy Elysia: Thank you for bringing your issue to our attention. We sincerely apologize for any inconvenience this has caused you, and we really appreciate your patience while we assist you with troubleshooting 💛\n\nCould you please kindly record a short video by following the steps below for us to check further? \n\n  1. Please make sure the charging contact area on the bottom of the motor is clean, and gently peel off any remaining protective film if attached.\n\n 2. Take the pump out of the charging case, leave the case idle for around 10 seconds, then place the pump back into the case.\n\n 3. Keep the motor powered off, then charge it with a fully charged charging case (4 white indicator lights on). Please check if the motor indicator lights up green.\n\n    Note: The power adapter for the charging case needs to be 5V/3A.\n\n 4. With the motor still turned off, try charging it directly via the magnetic cable paired with a 5V/2A adapter, and check if the motor indicator turns green as well.\n\n(10:04:10) Momcozy Elysia: To help us better diagnose the issue, could you please provide the following information: \n\n  * A clear photo of the motor bottom (to check the SN code and model number)\n\n * A photo of the UDI (Unique Device Identifier) label on the product box bottom 💕\n\n(10:05:45) iOS User 2045317586950390684: I don’t have the box the product came in is there another place to find the UDI\n\n(10:08:55) Momcozy Elysia: If you cannot provide a UDI, please provide the serial number (SN) on your motor.\n\n(10:14:40) Momcozy Elysia: Additionally, regarding the device unable to power on issue 💕\n\nCould you please record a short video following the steps below? This will help us clearly identify the root cause:\n\na. 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