Support

Before contacting us, please review our most commonly asked questions and answers below. If you don't find the answer you're looking for, contact us and we will be glad to assist you.

General

I would like to know more about the device. Who can I speak to?
Call us on (302) 754-3190 to speak to an expert.
Why are these devices so affordable?
The reason why Go hearing aids are so affordable is because we cut out the middleman to bring you good quality, affordable hearing aids at a fraction of the price without compromising on quality or service.
Do I need to get tested first?
No. Go hearing aids are designed for persons over the age of 18 with perceived mild to moderate hearing loss. You can try our hearing aids straight out of the box. We offer volume control and a range of programs* to allow you to tailor the devices according to your needs. *Go Prime models only
How do I know they will fit me?

The curved design, and multiple dome sizes of the Go hearing aids allow for the most comfortable fit. Each device comes with 3 different dome sizes, being preassembled with a medium-sized dome. You can choose a dome that allows the device to feel most comfortable and secure in your ear.

What are the operating hours of your support center?
Our product experts are ready to assist you during the week, Monday to Saturday from 9:00 am - 8:00 pm EST.
How do I know what degree of hearing loss I have?
To determine what degree of hearing loss you have, you will need to complete a hearing check.
Will these hearing aids work for severe hearing loss?
Go hearing aids are designed for perceived mild to moderate hearing loss. More significant hearing losses require fittings that have to be provided by a hearing healthcare practitioner.
Do I have to wear both hearing aids?
No, but by wearing a hearing aid in each ear, you will have far better sound quality than if you wear only one hearing aid. Your ability to locate where sounds are coming from will also be improved.

Use, Maintenance and Care

Does it take time to get accustomed to wearing hearing aids?

If you’re a first-time wearer, it can take some time to get used to the hearing aids. How quickly you will adjust often depends on how frequently you wear them.

We recommend that you start wearing your hearing aids 1 to 2 hours per day in a relatively quiet environment. After a few days, you can start to expose yourself to more sounds and noises and increase the wearing time week by week.

In the beginning (first 4 weeks) you might notice an increase in the noise levels around you. Background noise and unfamiliar sounds may seem too loud. This will improve over time the more you wear the hearing aids. Voices and the television may be clearer. You may hear the internal workings of the hearing aid and your own voice may also sound quite loud and hollow. This is normal.

Between weeks 5 and 8 you should start getting used to your hearing aids.

Do you have any tips on how to improve your hearing?

Here are a few tips to help you improve your chances of hearing better.

  • Ask people to get your attention before speaking.
  • Ask people to slow down and to speak as clearly as possible.
  • Ask specific questions about things you did not hear properly.
  • Ask people to repeat the words you missed or to rephrase what they said, if necessary.
  • When attending meetings, church gatherings, or social events, arrive as early as possible so that you can sit in the front of the room, closest to the speaker.
  • When talking in groups, try to ensure that everyone’s face is visible to you, in order to assist with the understanding of speech.
  • Try to stand about 3-5 feet away from the person you are talking to.
  • Ask the person you are talking to to stand in good lighting.
  • Don’t try to speak to someone who is not in the same room as you.
  • When having a conversation, try to minimize or remove any background noise such as the television or radio.
  • Remember to stay calm and not to panic.
How do I adjust the volume on the hearing aid?

Adjusting the volume on the Go Lite.

Remove the devices from your ears to adjust the volume.

  1. Use the small volume adjustment tool that’s included.
  2. The arrow will indicate the volume level
  3. Slowly and gently turn the wheel in the desired direction.
  4. Turn the wheel clockwise to increase the volume.
  5. Turn the wheel anti-clockwise to decrease the volume.

Adjusting the volume on the Go Prime.

The volume/program button has 2 functions on your hearing aids:

  1. It can adjust the volume of your hearing aids;
  2. It can give you access to different listening programs/settings.

When its used as a volume control, you will have access to 8 different volume adjustments per program.


Note: Each hearing aid needs to be adjusted individually.


Each program has 8 different volume settings.

  1. Quickly press the volume/program control to change the volume level.
  2. You will hear 1 beep every time you increase the volume.
  3. You should hear the device slowly getting louder every time you press the control.
  4. When you reach the maximum volume you will hear 2 beeps.
  5. When you reach the maximum volume and press the volume/program control once more, it will revert back to the minimum volume setting.

Important:
Do not hold in the button for longer than 3 seconds when changing the volume.
The volume will change in sequence from minimum to maximum and then back down to minimum in steps. Every time you switch the device on, it will revert back to the previous program and volume setting you used.

How do I change the programs on the hearing aid?

Changing the programs on the Go Prime.


The volume/program button has 2 functions on your hearing aids:

  1. It can adjust the volume of your hearing aids;
  2. It can give you access to different listening programs/settings.

When used as a program control, you will have access to 3 different programs/settings.


Note:

Each device needs to be adjusted individually.

The 3 listening programs/settings are:


Normal Setting:

  • Suitable when you struggle with all sounds.
  • You will hear 1 beep when you go onto this program.

High-frequency setting:

  • Suitable when you struggle with high pitched sounds or when it is very noisy.
  • You will hear 2 beeps when you go onto this program.

Low-frequency setting:

  • Suitable when you struggle with low-pitched sounds or when listening to music.
  • You will hear 3 beeps when you go onto this program.

Important:

To change between the programs, hold the volume/ program control for 3 seconds.

You will hear beeps indicating which program you are on. The programs will change in sequence 1,2,3,1.

Every time you switch the device on, it will revert back to the previous program and volume setting you used.

How do I clean my hearing aids?

Wearing a hearing aid can increase the amount of earwax your ear produces.

  • It is important to clean your hearing aids regularly.
  • Use a wet wipe, soft cloth, or tissue to wipe the surface of the device.
  • Use the brush to clean away any traces of wax from around the sound outlet and wax guard.
  • If the microphone opening is clogged by dust or dirt, carefully brush away visible signs of debris from the openings.
How do I take care of my hearing aids?
  • It is important to wear your devices regularly, as well as clean them on a regular basis.
  • Do not use hairspray, spray paint, or other sticky sprays when using the devices.
  • Keep the hearing aid away from direct sunlight or moisture and water.
  • Store the hearing aids in the charging case while not in use.
  • Avoid any physical shock (e.g. dropping) to the hearing aids.
  • For optimal performance, use a dehumidifier or drying capsules on a daily basis to remove moisture from the devices.
  • Store your hearing aids where you can easily find them, but safely out of reach of pets and children.
How do I insert my hearing aid?

The hearing aid comes in different colors and is marked with an R and an L.

Right ear: Red color and marked with R.
Left ear: Blue color and marked with L.

Align the hearing aid, as per the instructions below, before inserting them.

Go Lite:
Right ear: Volume control wheel at the bottom.
Left ear: Volume control wheel at the top.

Go Prime:
Right ear: Volume/program control at the bottom.
Left ear: Volume/program control at the top.


Tips for inserting and removing the device:

  • To insert the hearing aid, hold it with the pull wire between your thumb and forefinger.
  • Gently pull downwards on your earlobe with your free hand to make it easier to insert.
  • Gently pull on the pull wire to remove the device.
  • Turn the volume down the first time you try the hearing aid.
  • It is normal for the device to give temporary feedback or whistle when you insert it or take it out.

Note:

Due to individual ear differences, the hearing aid might not fit as deeply into the ear canal as desired. If the hearing aids feel comfortable and secure with no apparent feedback/whistling then they should still offer the desired benefit.

What happens if they break?
Give our product experts a call on (302) 754 3190 and they will be able to assist you.
How often do I have to replace the domes?
We recommend that you replace your dome with a new one of similar size and shape approximately every 3 months to ensure that your hearing aid performs optimally.
How often should I get my ears checked for wax?
We recommend that you have your ears checked for wax by a healthcare practitioner at least twice a year, or whenever you see your healthcare practitioner for an appointment. You can also visit a hearing healthcare practitioner.

Rechargeability

How do I know my hearing aids are charged?

It takes between 2-3 hrs to charge the devices fully. Green lights off: The devices are fully charged.

How long does it take to charge the charging case?

It takes between 2-3 hours to charge the charging case fully.
The charging case and the device can be charged simultaneously.

Flashing green lights: The charging case is charging. Steady green lights: The charging box is fully charged and charging the devices.
Flashing blue light: The charging case battery is low.
Steady blue light: The devices are charging.

What do all the lights on the charging case mean?

The charging case has blue and green lights. Which color is illuminated, and whether the light is flashing or steady, means the following:

Flashing green lights: The charging case is charging.

Steady green lights: The charging box is fully charged and charging the devices.

Flashing blue light: The charging case battery is low.

Steady blue light: The devices are charging.

Green lights off: The devices are fully charged.

How long will the battery last on the hearing aids?
Your devices can be used for up to 30 hours on a single, full charge.
How long does the battery last on the charging case?
A fully charged charging case can charge the devices up to 6 times.
Is a rechargeable battery safe?
Your Go hearing aids are fitted with lithium ion rechargeable batteries. They are safe to use. Lithium ion batteries are commonly used in electronics like cellular phones, tablets and headphones or the smaller earbud style earphones.
Can I use any power adaptor for the charging case?

Your device uses a USB Type C charging cable. The charging cable can connect to any USB power source to charge the charging case.

Troubleshooting

I can’t hear with the devices or there is no sound coming from the hearing aid.
  1. This could be because the batteries are too low.
    Charge the devices as the first call to action and see if the problem persists.

  2. It could be caused by a blocked sound outlet or microphone opening.
    Clean the devices and see if the problem persists.

  3. It could be because the volume is set too low on the devices.
    Turn up the volume on the devices and see if the problem persists.
The hearing aids whistle, even after insertion
  1. Whistling can happen if the device is not fitting correctly.
    Remove the device and try a larger dome size.
    Make sure that you are inserting the correct device into your ear and that you aligned the device correctly prior to inserting it into the ear.

  2. The volume on the hearing aid might be too high, so turn down the volume of the device and see if the problem persists.

  3. It might also be that there is a buildup of too much wax in the ear.
    If you have done all the above and the problem persists, have your ears checked by a hearing healthcare practitioner.
The sound seems intermittent
  1. The hearing aid could be blocked with moisture.
    Clean the device, and leave it to dry for more than 24hrs.

  2. It could also be due to a partially blocked sound outlet or microphone opening. Clean the devices and see if this problem persists.

  3. Finally, it could be a defective hearing aid.
    Contact (302) 754 3190 for assistance.

Legal, Orders and Shipping

How long will shipping take? When will my order arrive?
Delivery usually takes 5 working days to major centers, but can take longer if your address is in an outlying area.

FSA & HSA

How can I use my FSA/HSA account to buy hearing aids?
If you have one of these accounts already set up, hearing aids are reimbursed in the same way as any other covered medical expense, such as eyeglasses or dental work. If you have an HSA credit card, you would just pay for the hearing aids with your credit card. Go Hearing accepts all HSA credit and debit cards.
I have an FSA/HSA account but I don’t have enough money in it to pay for hearing aids. What should I do?
If you need hearing aids but don’t have sufficient funds in your account, speak to your plan holder about increasing your deposit to cover the hearing aids you are looking for. Remember these funds are deposited tax free so you can still save significantly on your aids.
I don’t have an FSA or HSA. What are they?
If you are covered under an employer’s health insurance plan, you may have access to a flexible spending account (FSA) or a health savings account (HSA), where you can store funds intended for out-of-pocket medical expenses. The funds in these accounts can be used for medical costs not covered by your insurance, including buying hearing aids. An HSA/FSA allows account holders to pay for current health care expenses and save for those in the future. Its advantage is that contributions are tax-deductible, or if made through a payroll deduction, are pre-tax. Second, the interest earned on the account balance is tax-free.
How do they work?
You deposit money as a payroll deduction (FSA) or directly (HSA). When it comes time to actually make the purchase, it’s easy to access the funds in your account. Often you can access your FSA and HSA funds via a debit card, which can be used when you make your purchase. If you don’t have access to a debit card, you can submit receipts from your purchases to your insurance company or employer for reimbursement from your account. Since this is your money simply stored in an outside account, there is never a debate about how much insurance companies will reimburse, as long as it’s a qualified expense.
How much time do I have to use these accounts?
HSA accounts roll over into the following year. But if you’re planning on using FSA funds, remember that you need to make your purchase by December 31 to be eligible to use your account.

Go Lite and Go Prime Brochure

Download and read this brochure to find out more about Go Lite and Go Prime hearing aids.

User Manual

Download and read this manual to get the best use out of your Go hearing aids.


Contact Us
Call:
(302) 754-3190
Email:
support@gohearing.com
Location:
1712 Sycamore Road, DeKalb, IL 60115