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"id": 57881948920857,
"type": "Comment",
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"body": "Hello,\n\nCould you please check if your Momcozy app is updated to the latest version (v2.2.7)? You may go to the **“Me”** section in the lower right corner of the app and scroll down to **“About.”**\n\nIf it is not updated, we recommend updating it by checking your phone settings or the Google Play Store/App Store. If it is already updated, please let us know so we can check with our Operations team regarding this.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Could you please check if your Momcozy app is updated to the latest version (v2.2.7)? You may go to the <strong>“Me”</strong> section in the lower right corner of the app and scroll down to <strong>“About.”</strong><br> <br>If it is not updated, we recommend updating it by checking your phone settings or the Google Play Store/App Store. If it is already updated, please let us know so we can check with our Operations team regarding this.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nCould you please check if your Momcozy app is updated to the latest version (v2.2.7)? You may go to the “Me” section in the lower right corner of the app and scroll down to “About.”\n \nIf it is not updated, we recommend updating it by checking your phone settings or the Google Play Store/App Store. If it is already updated, please let us know so we can check with our Operations team regarding this.\n \nBest regards,\nMomcozy Customer Support Team",
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"author_id": 56784817005081,
"body": " I don't see that toggle in my app. See attached screenshot.",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\"><img src=\"https://rootglobal.zendesk.com/attachments/token/D8o72tSRSpHslN3B8XHcb0Kp1/?name=1000007393.png\" style=\"max-width: 100%; height: auto;\">I don't see that toggle in my app. See attached screenshot. <br></div><br><div></div></div>",
"plain_body": "I don't see that toggle in my app. See attached screenshot. ",
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"body": "Hello,\n\nWe sincerely apologize, it seems that we may have confused the Milk Overflow feature with the Tip-Over Protection feature in the app.\n\nPlease try the following steps:\n\nHere’s how you can do it:\n1. Open the **Device Management** section in your app.\n2. Locate the **Tip-over Protection** setting.\n3. Switch it **off**.\n\nPlease see the screenshot below for reference, which shows exactly where to find this setting.\n \n\nAfter turning off this feature, your pump should operate more smoothly without frequent interruptions. We hope this resolves the issue and makes your pumping experience easier and more comfortable.\n\nKindly ensure your app is up-to-date for you to be able to see this feature.\n\nIf the issue persists, please let me know.\n\nThank you for trusting us and for your understanding.\n\nWarm regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>We sincerely apologize, it seems that we may have confused the Milk Overflow feature with the Tip-Over Protection feature in the app.<br> <br>Please try the following steps:<br> <br>Here’s how you can do it:<br><ol dir=\"auto\"><li>Open the <strong>Device Management</strong> section in your app.</li><li>Locate the <strong>Tip-over Protection</strong> setting.</li><li>Switch it <strong>off</strong>.</li></ol>Please see the screenshot below for reference, which shows exactly where to find this setting. <br><img style=\" width: 435px;\" src=\"https://rootglobal.zendesk.com/attachments/token/y1DPUYC2CRoHhGL73KQn8unmx/?name=image.png\"><br> <br>After turning off this feature, your pump should operate more smoothly without frequent interruptions. We hope this resolves the issue and makes your pumping experience easier and more comfortable.<br> <br>Kindly ensure your app is up-to-date for you to be able to see this feature. <br> <br>If the issue persists, please let me know. <br> <br>Thank you for trusting us and for your understanding.<br> <br>Warm regards,<br>Momcozy Customer Support Team<br> <br></div>",
"plain_body": "Hello,\n \nWe sincerely apologize, it seems that we may have confused the Milk Overflow feature with the Tip-Over Protection feature in the app.\n \nPlease try the following steps:\n \nHere’s how you can do it:\n Open the Device Management section in your app. Locate the Tip-over Protection setting. Switch it off. Please see the screenshot below for reference, which shows exactly where to find this setting. \n\n \nAfter turning off this feature, your pump should operate more smoothly without frequent interruptions. We hope this resolves the issue and makes your pumping experience easier and more comfortable.\n \nKindly ensure your app is up-to-date for you to be able to see this feature. \n \nIf the issue persists, please let me know. \n \nThank you for trusting us and for your understanding.\n \nWarm regards,\nMomcozy Customer Support Team\n ",
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"created_at": "2026-05-13T03:08:37Z",
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"id": 57865573749017,
"type": "Comment",
"author_id": 33115736919705,
"body": "Hello,\n\nThank you for waiting.\n\nThe issue for the Air 1 constantly pausing may be due to the Milk Overflow Reminder(tipover function). Could you please try checking your Milk Overflow Reminder on your Momcozy app? You can easily turn it on or off by visiting the **“Device Management”** page, located in the top right corner of the pump control screen.\n\nIf you use two pumps with bilateral control enabled, please disable this function before accessing Device Management. You may also refer to the guide here:\nhttps://rootglobal.zendesk.com/hc/en-us/articles/48271065638297-How-to-control-two-M9-pumps-simultaneously\n\nTap the question mark icon in the app for more details on how the Milk Overflow Reminder works.\n\nWhen the device detects that it is almost full, it will vibrate and send notifications. The device will not stop working after the alert; it is recommended to manually pause and check. Walking, bending, or leaning while using the pump may cause inaccurate readings, so please avoid excessive tilting or movement during pumping.\n\nI have added photos below here for reference. If the issue persists after turning it off in the app, please let me know.\n\nBest regards,\nMomcozy Customer Support Team\n\n \n ",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Thank you for waiting.<br> <br>The issue for the Air 1 constantly pausing may be due to the Milk Overflow Reminder(tipover function). Could you please try checking your Milk Overflow Reminder on your Momcozy app? You can easily turn it on or off by visiting the <strong>“Device Management”</strong> page, located in the top right corner of the pump control screen.<br> <br>If you use two pumps with bilateral control enabled, please disable this function before accessing Device Management. You may also refer to the guide here:<br><a rel=\"noopener noreferrer\" href=\"https://rootglobal.zendesk.com/hc/en-us/articles/48271065638297-How-to-control-two-M9-pumps-simultaneously\">https://rootglobal.zendesk.com/hc/en-us/articles/48271065638297-How-to-control-two-M9-pumps-simultaneously</a><br> <br>Tap the question mark icon in the app for more details on how the Milk Overflow Reminder works.<br> <br>When the device detects that it is almost full, it will vibrate and send notifications. The device will not stop working after the alert; it is recommended to manually pause and check. Walking, bending, or leaning while using the pump may cause inaccurate readings, so please avoid excessive tilting or movement during pumping.<br> <br>I have added photos below here for reference. If the issue persists after turning it off in the app, please let me know.<br> <br>Best regards, <br>Momcozy Customer Support Team <br> <br><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/V7r4Wye78LMirfikSuE9F34Du/?name=image.png\"></span><br><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/fkwtKhWbGYA2vLwQbjJ2VzUqM/?name=image.png\"></span><br> <br> <br></div>",
"plain_body": "Hello,\n \nThank you for waiting.\n \nThe issue for the Air 1 constantly pausing may be due to the Milk Overflow Reminder(tipover function). Could you please try checking your Milk Overflow Reminder on your Momcozy app? You can easily turn it on or off by visiting the “Device Management” page, located in the top right corner of the pump control screen.\n \nIf you use two pumps with bilateral control enabled, please disable this function before accessing Device Management. You may also refer to the guide here:\nhttps://rootglobal.zendesk.com/hc/en-us/articles/48271065638297-How-to-control-two-M9-pumps-simultaneously\n \nTap the question mark icon in the app for more details on how the Milk Overflow Reminder works.\n \nWhen the device detects that it is almost full, it will vibrate and send notifications. The device will not stop working after the alert; it is recommended to manually pause and check. Walking, bending, or leaning while using the pump may cause inaccurate readings, so please avoid excessive tilting or movement during pumping.\n \nI have added photos below here for reference. If the issue persists after turning it off in the app, please let me know.\n \nBest regards, \nMomcozy Customer Support Team \n \n\n\n \n ",
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"id": 57865369303193,
"type": "Comment",
"author_id": 33115736919705,
"body": "to provide the tbs\n\n ",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">to provide the tbs <br> <br><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/YeWNIScg2bC81kqXsHdUuz3c0/?name=image.png\"></span><br></div>",
"plain_body": "to provide the tbs \n ",
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"created_at": "2026-05-13T02:47:15Z",
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"body": "(10:26:50) Android User 1994849607259625225: Thank you\n(10:29:20) Momcozy April: I am still here. Please give me time.\n(10:33:38) Momcozy April: Thank you for waiting.\n \nMay I know if it is okay for us to provide an update through email? cherokeelse@gmail.com\n \nI am still checking with our Product Specialist team regarding the tip-over function.\n \nMay I kindly have your order number and the platform where you purchased your pumps?\n(10:33:58) Android User 1994849607259625225: One moment\n(10:34:41) Android User 1994849607259625225: 112-0861112-6185051 amazon\n(10:36:46) Android User 1994849607259625225: Yes it is okay to update via email\n(10:38:01) Momcozy April: Thank you for letting us know. \n \nPlease allow me within 24 hours to get back to you through email. I will be ending this session, but not to worries as a follow-up email will be sent to you.\n \n**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(10:26:50) Android User 1994849607259625225: Thank you\n<br>(10:29:20) Momcozy April: I am still here. Please give me time.\n<br>(10:33:38) Momcozy April: Thank you for waiting.\n<br> \n<br>May I know if it is okay for us to provide an update through email? <a href=\"mailto:cherokeelse@gmail.com\" rel=\"noreferrer\">cherokeelse@gmail.com</a>\n<br> \n<br>I am still checking with our Product Specialist team regarding the tip-over function.\n<br> \n<br>May I kindly have your order number and the platform where you purchased your pumps?\n<br>(10:33:58) Android User 1994849607259625225: One moment\n<br>(10:34:41) Android User 1994849607259625225: 112-0861112-6185051 amazon\n<br>(10:36:46) Android User 1994849607259625225: Yes it is okay to update via email\n<br>(10:38:01) Momcozy April: Thank you for letting us know. \n<br> \n<br>Please allow me within 24 hours to get back to you through email. I will be ending this session, but not to worries as a follow-up email will be sent to you.\n<br> \n<br>**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊</p></div>",
"plain_body": "(10:26:50) Android User 1994849607259625225: Thank you\n\n(10:29:20) Momcozy April: I am still here. Please give me time.\n\n(10:33:38) Momcozy April: Thank you for waiting.\n\n \n\nMay I know if it is okay for us to provide an update through email? cherokeelse@gmail.com\n\n \n\nI am still checking with our Product Specialist team regarding the tip-over function.\n\n \n\nMay I kindly have your order number and the platform where you purchased your pumps?\n\n(10:33:58) Android User 1994849607259625225: One moment\n\n(10:34:41) Android User 1994849607259625225: 112-0861112-6185051 amazon\n\n(10:36:46) Android User 1994849607259625225: Yes it is okay to update via email\n\n(10:38:01) Momcozy April: Thank you for letting us know. \n\n \n\nPlease allow me within 24 hours to get back to you through email. I will be ending this session, but not to worries as a follow-up email will be sent to you.\n\n \n\n**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊",
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"body": "(10:17:57) 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(10:18:15) Android User 1994849607259625225: How do I disable the tipover function?\n(10:18:24) Momcozy: To help you turn off the tipover function, could you please let me know your product model? You can usually find the model number on the bottom of your device or on the packaging box. Once I have that info, I’ll be able to give you the exact steps you need!\n(10:18:32) Android User 1994849607259625225: Air1\n(10:18:44) 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(10:18:45) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(10:18:50) Android User 1994849607259625225: Yes\n(10:18:54) Momcozy: Transferring to a human agent.\n(10:21:39) Momcozy April: Thank you for reaching out. We are currently assisting customers in the queue, but I will review your concern and get back to you as soon as possible. Thank you for your patience.\n(10:23:31) Android User 1994849607259625225: When I am pumping, my Air1 constantly pauses and says its due spilling but I am just walking or I shift the smallest bit\n(10:26:02) Momcozy April: Thank you for waiting. \n \nLet me check if we have troubleshooting steps for the tipover function.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(10:17:57) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">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<br>(10:18:15) Android User 1994849607259625225: How do I disable the tipover function?\n<br>(10:18:24) Momcozy: To help you turn off the tipover function, could you please let me know your product model? You can usually find the model number on the bottom of your device or on the packaging box. Once I have that info, I’ll be able to give you the exact steps you need!\n<br>(10:18:32) Android User 1994849607259625225: Air1\n<br>(10:18:44) 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>(10:18:45) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(10:18:50) Android User 1994849607259625225: Yes\n<br>(10:18:54) Momcozy: Transferring to a human agent.\n<br>(10:21:39) Momcozy April: Thank you for reaching out. We are currently assisting customers in the queue, but I will review your concern and get back to you as soon as possible. Thank you for your patience.\n<br>(10:23:31) Android User 1994849607259625225: When I am pumping, my Air1 constantly pauses and says its due spilling but I am just walking or I shift the smallest bit\n<br>(10:26:02) Momcozy April: Thank you for waiting. \n<br> \n<br>Let me check if we have troubleshooting steps for the tipover function.</p></div>",
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