How to upgrade your Elvie Pump’s firmware
Your Elvie Pump is smart. This means that we can improve its performance with regular firmware upgrades. Keeping your Pump’s firmware up to date is really important. It will give you access to all our latest innovations and improvements.
This page explains how to upgrade your firmware.
If you need more help, there are some useful links at the bottom of the page.
Getting ready for an upgrade
The only way to upgrade your Pump’s firmware is by using the Pump with Elvie app. If you don’t have it on your phone, you need to download it now.
You will also need to set up an Elvie account. This is free and can be done from the app.
Starting a firmware upgrade
Fully charge your Elvie Pump
Turn it on and connect your Pump to the app
If you are prompted to upgrade your firmware, tap ‘yes’ to upgrade
You will get a notification to let you know how long your upgrade will take. It will be between 2 and 10 minutes depending on your existing firmware
While you are making this upgrade, both your Pump and your phone will be out of action
If you have not been prompted to upgrade your firmware, check for a red icon next to ‘Account’ in the app menu.
If you have fully charged your Elvie Pump and do not see the red icon next to the word ‘Account’ you are on the latest version of the firmware. This is version 7.39.1. No further action is needed.
If you see the red icon, you have two options. The first is a background upgrade:
With the Pump connected, wait for up to 10 minutes
You can use your phone and Pump during this time, just be sure to keep them connected
During the 10 minute period, you will be prompted to upgrade in the app
Your upgrade will take 2 minutes. During this time you will not be able to use your Pump or
your phone
You will need to repeat this process on both Pumps if you use two
or
You can trigger an upgrade manually if you would like to. To do this, tap the red icon. The upgrade will take between 2 and 10 minutes depending on your existing firmware. You will not be able to use your phone or Pump during this time.
The Bottle Release button (the circular part on the bottom of the Hub which connects to the button on the front) has broken or cracked
The Bottle Release is the part you use to release the Bottle from the Hub. If it is cracked or broken, it's very easily to replace. Please contact us and as long as your pump is within the two year warranty we can send you a replacement part along with instructions on how to replace it.
How do I get the bottle release ring out?
You don’t need to remove the ring as part of regular cleaning of the hub, however, if milk has built up and you need to clean the bottle release ring or the surface underneath it, you’re able to remove that part.
If you need to clean under the release button itself, you may wish to use a damp cotton bud/ Q-Tip.
Please remember that only a clean, damp cloth should be used to clean under the bottle release ring, any other forms of cleaning the hub will void the warranty.
To remove the bottle release ring:
Remove the bottle by pressing the bottle release button.
Hold the hub upside down, (the black semicircle on the base of the hub should face upwards) and ensure that the release button is facing away from you.
Place the pads of your thumb inside of the ring at 3 o' clock and 9 o' clock and gently pull your thumbs away from each other.
Push the ring slightly forwards, so that the side closest to you pops out.
To reinsert, feed the button through the hole in the hub so that it protrudes and gently snap the remainder of the ring back in place.
Step One- Push Sideways
Step Two- Then push forwards.
My Bottle or Breast Shield are bent or misshapen
If your Breast Shield or Bottle have been bent or misshapen (for example, by exposure to high heat in a steriliser) then that is covered by the 90 day warranty for the washable parts. Please contact us so one of our team can resolve this for you.
Elvie Pump is making a noise
Although Elvie Pump is inaudible in an everday environment, we do expect it to make a slight sound. Please compare the sound your pump is making to the normal noise here. If your pump is making this noise then it is working as we would expect.
However, if your pump is making a clicking, creaking or high pitched noise, please contact us so one of our team can resolve the issue for you.
Milk is leaking from Elvie Pump
Elvie Pump should not leak. There can be a few different reasons for leaking, from a broken part, to nipple alignment so please contact us so a member of our team can resolve the issue for you.
My Hub won't turn off and none of the buttons work
If your Elvie Pump is frozen on and none of the buttons work, please plug it into a power source for five seconds. This can happen from time to time (a little like a computer screen freezing) but plugging it in will reset it.
My Elvie Pump loses battery too quickly
While you're not using Elvie Pump it is normal for the battery to deplete by about 12% over 24 hours. Elvie Pump takes approximately two hours to reach full charge and once it is 100% charged, the charge lasts for about two and a half hours, although this will vary depending on the intensity setting. If the battery is draining faster than this, please contact us so we can help.
How do I track my elvie.com order?
Once your Elvie Pump had been dispatched from our warehouse you'll receive an automated email with tracking information. If you can't find it in your inbox, please check your spam folder.
I can't connect my Elvie Pump to the app
To connect to Elvie Pump can you please complete the following steps. It is very important that you complete the steps in this order:
1) Delete the Pump with Elvie app and 'forget' your Pump(s) from the Bluetooth settings in your phone
For Android:
Open your phone settings
Open Bluetooth and make sure it is turned on
You'll see a list of paired devices, scroll the list and see if any pumps are listed
Tap the cog by the pump and an option to forget that pump will open up. Forget the pump
For iPhone:
Open your phone settings
Open Bluetooth and make sure it is turned on
You'll see a list of paired devices, scroll the list and see if any pumps are listed
Tap on the ‘i’ by the device name and click ‘Forget this device’
2) Restart your phone and reinstall the Pump with Elvie app
3) Open the Pump with Elvie app and select 'Pump info' from the menu. At the bottom of the Pump info screen tap 'connect a new pump'. Follow the instructions to connect your pump
If you're still having an issue connecting Elvie Pump to the app please contact us so one of our team can help.
I need to cancel my order or amend my address
If you need to cancel your order or amend your address contact us so we can help. We can't guarantee that orders will be cancelled in time, but if your order cannot be cancelled we will send you a return address so you can return your unopened Elvie Pump for a refund.
My Elvie Pump is heating up
We expect Elvie Pump to get warm during use as the internal pumps are working hard in a very small space. If you would like us to, we can check the temperature of your pump through the session profile on our server. Please connect your Pump to the app for five minutes (to make sure all your sessions have uploaded) and then contact us, including the serial number of your Pump. The serial number begins S/N and can be found either on the bottom of the box or on the Hub behind where the Breast Shield slots in.
The milk volume estimation in the app is incorrect
If the milk volume estimation is incorrect, please check that Elvie Pump has the most up to date firmware. To do so, make sure your Pump(s) are fully charged, connect them to your phone and navigate to:Menu > Account > Your Pumps > Pump Info.
If you see a red dot and the word 'upgrade', tap it to upgrade your Pump(s). If you don't see the option to upgrade then your Pump(s) already have the most up to date firmware.
Our milk detection system tends to be more accurate with black fabrics. If you own a black bra, it might be useful to wear this whilst pumping. When you finish pumping the app will show you an estimate of how much milk is in the Bottle. If you need to correct this estimate, you can amend the information when you are saving your session or from the history screen. The Bottle also has volume markings to help you check how much milk is in the Bottle. You can amend the information at the end of your session, when saving your session or at any time from the history screen.
The sensor also works better if the milk is settled in the Bottle (a little like if you shook milk in a measuring jug it would take a while to settle before you could read the volume markings correctly). This does not at all mean that you need to stay completely still, but try to avoid movement that causes milk to move around in the Bottle too much as it may cause inaccurate reporting by the sensor. We're currently working on making this function more accurate so if you're still having an issue, please keep an eye out for new app releases.
The timer in the Elvie Pump app is displaying an incorrect number
If the timer is displaying an incorrect number, please check your pump has the most up to date firmware. In order to do so, please fully charge your pump, connect Elvie Pump to the app, tap the menu icon then 'Pump info'. If you see the option to update, please do so as this should fix the issue.
The left right lights on my Hub are not working
To turn on the left right lights, please press and hold the Side Selector button when Elvie Pump is turned on. This should activate the left and right side tracking. Please make sure the Hub is not connected to a power source when you're pressing and holding the Side Selector.
If you're still having an issue, please follow the connection flow to connect the app and Pump together. This will kick start the left to right lights.
My Elvie Pump isn't turning on or isn't charging
If your Elvie Pump is not charging or turning on, please follow these steps:
1) Please make sure you've unplugged Elvie Pump as it won't turn on when connected to the charger.
2) Please take the charging cable provided and plug directly into the USB port of turned on laptop or desktop computer and leave to charge for half an hour. This is the most reliable power source and will rule out any plugs or extension cords as the cause of the issue. If you have another compatible USB cable, please also try this to rule out the cable as the cause of the issue (if you have a double Pump you can use the other USB cable provided).
3) If there are no lights while charging or the Pump won't turn on Elvie Pump please contact us and as long as the Hub is within the two year warranty we'll dispatch a replacement to you.
How do I find out what firmware version I have on my Elvie Pump?
If you ever want to know what firmware you are running, you can follow these steps:
• Switch your Pump on
• Open the app
• Connect to your Pump
• Choose ‘Account’ in the menu
For ios:
Tap 'Personalization and preferences'
Tap 'Personalize your pump'
Tap the cog symbol
Tap the i symbol next to the pump name
For Android:
• Choose ‘Your pumps’
• Tap ‘Pump info’
• You should see your Firmware version. The latest version is 7.39.1
Pumping Rhythms Troubleshooting
I have an Android phone and I don’t see SmartRhythmTM pumping on my app. What can I do? SmartRhythmTM pumping is only available for iOS at the moment, but we are working to make it more widely available in the future.
I have Elvie Stride and I don't see SmartRhythmTM pumping on my app. What can I do?
SmartRhythmTM pumping is only available on Elvie Pump.
I tried a new SmartRhythmTM, but now I want to return to the Elvie Original Rhythm (Single-Switch). What should I do?
If your Pump is connected to your app, select “Single-Switch” from the rhythms menu and press “update.” This will restore the Elvie original rhythm to your pump.
If your Pump is not connected to your app, you can change your pump back to the original rhythm by performing a factory reset. To factory reset your pump follow these steps:
Ensure your Pump is turned on.
Press and hold both the + and - buttons simultaneously for 5 seconds.
You will need to reconnect your pump to the app after a factory reset.
My Pump won’t update with my chosen Rhythm. What can I do?
Make sure that your phone and pump are charged and in close proximity to eachother. If your selected rhythm does not transfer over from your app to your pump please follow these steps:
Press the rhythms button from the control screen.
My rhythms menu isn’t loading, can I still pump?
If you are an iOS user and the rhythms menu won’t load for you in the Pump with Elvie app, please contact customer care. In the meantime, you will still be able to continue with a pumping session as normal.
