Support and Warranty

In order to get you back on the hill faster, please troubleshoot your product before contacting us for a warranty claim.

If the troubleshooting does not solve your problem, please contact us to begin a warranty claim. We will respond to all viable warranty claims within 48 hours.

Resource Sections

Troubleshooting

Transportation of Batteries

Warranty

Heated Gloves- Click Below for First Time Use Plug-In Instructions

Battery Use flyer copie v2

Product Manuals

Boot Integrated System

Boot Integrated System No Lock Mode

Boot Integrated System Bluetooth

Boot Integrated System Bluetooth No Lock Mode

Boot Integrated System Manual

Troubleshooting

Complete all sections of troubleshooting for your product prior to filing a warranty claim.

Heated Insoles- C-Packs

How to Install Your Heat Kit

Manual & Bluetooth Reset

Manual Reset

Press and hold the power button for 30 seconds, it is best to use a timing device as the speed at which people count varies dramatically and the 30 seconds is key to the reset.
After 30 seconds, release the power button. The LED on the battery should flash once then turn off.

Bluetooth Reset

Delete Therm-IC app and redownload it.
To delete the app: Press on the App logo you will either be provided the option to delete or the App logo will start to vibrate and display an X, select the X and delete.

Charging

If you’re having problems charging

Bluetooth Troubleshooting

Pairing Batteries to App

Fully charge the batteries
An internet connection is required
Make sure any other unrelated updates on the device are either installed or deleted
Install the Therm-ic App and go to the connect your device page, circle with the red +
Press and hold the power button on your batteries, both at the same time, the LED will flash slowly then as soon as they turn solid release the power buttons. The LEDS should now be flashing rapidly, “discovery mode”
Press the red + on your device and on the next page choose ADD for each battery
Go through the customization until you reach the page where the battery output is displayed in columns
Scroll the left side up to 10 and the right side down to 1, the LED light that is solid should be placed on your left and the one flashing slowly on your right

Note: You must hold down power buttons at the exact same time in order for your device to register both C-Packs together

Updating the Firmware

On the last page on the bottom where the batteries are listed, click on the letter I in the circle. Make sure the batteries are disconnected from the device or charger, select upgrade firmware. Repeat the upgrade for the second battery

C-Pack Tips & Tricks

When in doubt, delete the app and redownload it!
If batteries won’t turn on, please try to plug them in while off, and then turn them on once they’re on the charger
Attach your C-Pack to the tongue liner loop and nest it in your gaiter, or clip it to the side of your boot on the power strap. If you attach it to the back of the boot, it will likely get crushed while getting on the chairlift

Heat Kit + Screw

Heat Element or Battery Problem?

See C-Pack instructions above. Please establish whether the batteries or the heating element is the problem by determining whether the C-Packs are functioning properly
Contact us if you completed battery troubleshooting and established you need a new heat kit

Screw

Contact us for warranty
- Include all necessary warranty attachments
If you have a loop on the front tongue of your liner, we suggest you put your batteries there, as there’s less stress on the screw, and it keeps the entire system away from chairs

Heated Socks- S-Packs

Manual and Bluetooth Reset

Manual Reset

Press and hold the power button for 30 seconds, it is best to use a timing device as the speed at which people count varies dramatically and the 30 seconds is key to the reset.
After 30 seconds, release the power button. The LED on the battery should flash once then turn off.

Bluetooth Reset

Delete Therm-IC app and redownload it.
To delete the app: Press on the App logo you will either be provided the option to delete or the App logo will start to vibrate and display an X, select the X and delete.

Charging

If you’re having problems charging your batteries, please ensure the following:
- You’re using a 5V/2A cube

Bluetooth Troubleshooting

Pairing Batteries to App

Fully charge the batteries
An internet connection is required
Make sure any other unrelated updates on the device are either installed or deleted
Install the Therm-ic App and go to the connect your device page, circle with the red +
Press and hold the power button on your batteries, both at the same time, the LED will flash slowly then as soon as they turn solid release the power buttons. The LEDS should now be flashing rapidly, “discovery mode”
Press the red + on your device and on the next page choose ADD for each battery
Go through the customization until you reach the page where the battery output is displayed in columns
Scroll the left side up to 10 and the right side down to 1, the LED light that is solid should be placed on your left and the one flashing slowly on your right

Note: You must hold down power buttons at the exact same time in order for your device to register both S-Packs together

Updating the Firmware

S-Pack Tips & Tricks

If batteries won’t turn on, please try to plug them in while off, and then turn them on once they’re on the charger
If you’re having trouble connecting brand-new batteries, charge them up and then drain on high and charge them again. This wakes them up after sitting dormant.

Sock Element

Complete S-Pack troubleshooting instructions above. Please establish whether the batteries or the heating element is the problem by determining whether the S-Packs are functioning properly
Switch the batteries between your socks to determine whether the socks or batteries are at fault
Contact us if you completed battery troubleshooting for an appropriate replacement

Heated Sock Questions:

How do I wash my heated socks?

Remove battery from sock
Machine wash cool water 30degrees
Hang to dry
No bleach, dryer or iron

Do you have socks for kids?

Yes Therm-ic size 31-34(12.5-2)or 7-9yrs or Sidas XS

If you can’t find them on our webpage send an email to: info-us@sidas.com

Gloves

How do I store my Lithium batteries?

Battery Reset

- Ensure gloves are charged
- Hold down the power button (on the glove) for a timed 15 seconds

Battery or Glove Heat Element?

Please switch the batteries between the gloves. This helps determine whether you’re experiencing a problem with the glove battery or the glove’s heat element
- Open Velcro pouch on inside of wrist and gently pull the red connectors apart to disconnect the batteries
Please Note: Gloves do not connect to Bluetooth

Vests

Bluetooth Troubleshooting

Bluetooth reset (to be completed in addition to the manual reset above):

Delete Therm-IC app and redownload it.
To delete the app: Press on the App logo you will either be provided the option to delete or the App logo will start to vibrate and display an X, select the X and delete.

Pairing to device/ app

Fully charge the batteries
An internet connection is required
Make sure any other unrelated updates on the device are either installed or deleted
Install the Therm-ic App and go to the connect your device page, circle with the red +
Press and hold the power button on your batteries, both at the same time, the LED will flash slowly then as soon as they turn solid release the power buttons. The LEDS should now be flashing rapidly, “discovery mode”
Press the red + on your device and on the next page choose ADD for each battery
Go through the customization until you reach the page where the battery output is displayed in columns
Scroll the left side up to 10 and the right side down to 1, the LED light that is solid should be placed on your left and the one flashing slowly on your right

Updating the Firmware

Powerbank + Dongle

Powerbank
- Please charge your powerbank
- Once charged, plug it into your phone to test whether it is charging
Dongle
- Please plug your Powerbank into your vest directly to determine whether the Dongle is faulty, or the vest’s cord is faulty

Liners

Heated Liners

All warranties with Heated Liners are to be dealt with through the Boot Manufacture not Therm-ic
Here are some troubleshooting tricks you can try before reaching out to your boot manufacturer:
- Have you tried switching the batteries from one boot to the other?
- Are you holding the switch down for at least 3 seconds when turning them on?
- Can you please try to hold the control switch down for 15 secs (time this) – it should flash once then turn off. This resets the battery.
- Have you tried charging them overnight?

Transportation of Batteries

All of the Lithium-ion batteries that Sidas produces are permitted aboard airlines. They must be carried onboard they cannot be checked through in luggage. Airlines are currently looking into limiting the total amount of batteries that are allowed to be carried onboard per passenger.

This measurement will be calculated by totaling the amount of Watt Hours.

BATTERY	VOLTAGE	mAh	WATT HOURS
C-Pack 1700	3.7	3350	12.39
C-Pack 1300	3.7	2600	9.62
S-Pack 1400	3.7	2800	10.36
S-Pack 1200	3.7	2400	8.88
S-Pack 700	3.7	1400	5.18
Glove / Mitten	3.7	3600	13.32
Liner	3.7	2600	9.62
Powerbank	5.0	5200	26.00
Powerbank S	5.0	5000	25.00

Warranty FAQs

How long should I expect the warranty process to take?

If you’ve completed the troubleshooting we will respond to you within 24-48 hours (Monday-Friday)

Is there a direct phone number I can call?

We respond quicker via email! We require a “paper trail” for our warranty claims, and are much more quickly able to help you and track your claims’ progress via email. We do our very best to respond promptly, and appreciate your patience!

Do I need to send my product back?

We do not repair lithium-ion batteries due to liability.
If eligible, you do not need to send your product back when receiving a replacement under warranty

Warranty

All of our products are covered by a 2-year warranty with a dated proof of purchase.

If you have not completed troubleshooting, please refer to the steps detailed above.

If the troubleshooting does not fix the issue you’re having, please email aydenb@sidas.com for all warranty inquiries.

Please include:

Clear description of the problem
Troubleshooting you’ve completed to this point
Product Name
Pictures of the product
- Front of all batteries,
- Back of all batteries (so we can read the writing)
- If a glove, picture of dated front of battery
Receipt/ dated proof of purchase

Support and Warranty

Resource Sections

Heated Gloves- Click Below for First Time Use Plug-In Instructions

Product Manuals

Troubleshooting

Heated Insoles- C-Packs

Heated Socks- S-Packs

Heated Sock Questions:

Gloves

Vests

Liners

Transportation of Batteries

Warranty FAQs

Warranty

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