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Nevro HFX Care Team support
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If you need support, please call:
Hours available:
9:00am to 5:00pm
Monday – Friday
Frequently asked questions
Can I update my phone software once a new version is released?
Yes, you can update to future iOS versions.
Can I use other Bluetooth® devices while using my HFX App? (e.g., Airpods, car Bluetooth®, speakers, hearing aids)
Yes, you can use other Bluetooth devices while using your HFX App.
Can I use my HFX App when I don’t have an internet connection? (e.g., airplane mode)
Your HFX App doesn’t require an internet connection to use, so you can still control your device and take your assessment. However, you’ll want to re-establish an internet connection when you can because you can’t receive a program recommendation without an internet connection.
If I lose Bluetooth® connection on my HFX App, is my therapy turned OFF?
No, you only need Bluetooth when using your HFX App.
What do I do if I lose my phone/or it breaks? What happens if I get a new phone?
If you lose or break your phone, there are other options available to manage your device. Please reach out to your Nevro HFX Care Team about your options.
If you get a new phone, please call your Nevro HFX Care Team and they will help connect your new phone to your device.
Is my data protected?
Yes, your data is protected according to HIPAA and Privacy laws. Only you and your Nevro HFX Care Team have access to it.
Is the HFX App Secure?
Rest assured, the HFX App went through a strict process, including approval by the FDA to make sure security and privacy are not compromised.
Can I have an MRI with HFX?
Yes, with HFX you can safely have a full-body MRI scan.* If you need more information about compatibility with MRI and CT scans, please contact your Nevro HFX Care Team at 1-888-895-8105.
How do I know if HFX is working?
To check the status of your device, go to the Home screen on your HFX App. You will see the “Stim ON/OFF” Button in the upper right-hand corner. You will know your device is ON when you see “Stim ON” next to the green icon.
What should I do about my pain medication?
It’s possible you’ll be able to stop or decrease your pain medication; however, your doctor will provide guidance on adjustments to your pain medication.
How often will I need to charge?
Charging will usually take 30 minutes daily but can vary depending on your settings. Most people choose to charge based on a routine that fits their lifestyle, like when they’re watching TV.
The battery level indicator on your HFX App will send you a notification when your battery level is low and needs recharging. You can also see your current battery level at the bottom of your home screen
How long will my battery last?
HFX is designed to last at least 10 years.
Can I drive or sleep with HFX on?
Yes, HFX offers programs that can be used while driving or sleeping.
Can I fly with HFX? What happens when I go through airport security?
Yes, you can fly if you first confirm your doctor is OK with it. Remember to keep your charger in your carry-on luggage in case you need it.
Like people with a pacemaker, when you go through security, you’ll let them know you have an implanted device, and they will direct you to the appropriate place. You may be escorted around the security machine or occasionally, they may need you to go through the security machine. If this happens, turn your stimulation OFF using your HFX App and go through the security machine. Once on the other side, use your HFX App to turn your device ON for your flight.
Do international data charges apply to my HFX App if I travel?
Yes, there will be international charges based on your existing data plan.
Still need help?
If you have any questions that aren’t answered on this page or need additional support, please call your Nevro HFX Care Team.
How long have you been suffering from pain?
I am answering these questions for:
HFX is FDA approved in the United States for the treatment of chronic intractable pain of the trunk and/or limbs. Only a physician can recommend a specific treatment option.
Where is your pain located?
(Select all that apply)
On average, rate your pain level over the past 30 days:
No Pain
0 1 2 3 4 5 6 7 8 9 10Worst Pain Imaginable
No Pain
Worst Pain Imaginable
Which treatments have you already tried?
(Select all that apply)
What does your pain stop you from doing?
(Select all that apply)
Please select your gender.
What statement describes you best?
Please select your primary type of health insurance:
Thank you for sharing your experience.
At this time, it looks like you might not be an appropriate candidate for HFX. The next best step is to talk with the physician who is treating your pain about your treatment options.
To learn more about who this treatment option is right for, visit our learn center:
Learn MoreGood News! Based on your survey responses, Nevro HFXTM could relieve your chronic pain.
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