FAQ'S
Popular Questions
Is INNOVO covered by Medicare?
The INNOVO® device can be covered by traditional Medicare, provided you meet all of the following 4 pieces of criteria:
If you meet the above criteria, we can refer you to our medical partners who will arrange the purchase of the device on your behalf.
If in doubt, please reach out to our customer care team at 833 - 891 - 6369 or info - us@myinnovo.com
Is INNOVO covered by Insurance?
Your insurance provider may cover the cost of INNOVO, but Atlantic Therapeutics does not process insurance claims. You will need to provide payment when you place your INNOVO order, and then submit the invoice to your insurer for assessment.
When speaking to your insurance provider to determine whether you are eligible to receive coverage, use the description “non‐implantable pelvic floor electrical stimulator” and the HCPCS/DME Code “E0740” for INNOVO.
Every insurer has different coverage policies, and you may require a prescription and a letter stating that you have tried Kegel exercises for a 4 week period. We’ve created a Detailed Written Order Form.
You can find more information about reimbursement for INNOVO here - Reimbursement Guide.
INNOVO is eligible to purchase using FSA/HSA dollars.
Call: 1833-891-6369, Email: info-us@myinnovo.com or chat for more information.
Who should not use INNOVO?
INNOVO should not be used if the patient:
The patient needs to wait before using INNOVO until:
What position should I be in when using INNOVO?
You can use INNOVO in one of the following positions:
- For best results, stand with your upper body slightly tilted forward. You can also rest your hands on a surface for support.
- Lying flat, face-up or in a reclining position with both your knees bent and your feet flat. It’s important to keep your knees bent to ensure that the stimulation correctly targets the pelvic floor.
- If you need to move during your session, it is recommended to pause the session, then continue once you are settled back in your treatment position.
What size is right for me?
To get the best results from INNOVO, it’s important that you use the correct size. To determine the appropriate size, please refer to our sizing guide page
What does INNOVO feel like?
When you start using INNOVO you will feel the contraction in your buttocks initially but as you increase the intensity level you will start to feel the contraction move to front and then you will experience a "squeezing," "tightening," and or "lifting" between your legs as your pelvic floor contracts, you have now reached the desired therapeutic level. You should not experience any strong contraction on the front panels.
What level of intensity do I need to reach?
The intensity level varies from person to person, INNOVO recommends you start with the strongest MOST COMFORTABLE level, as you get used to Innovo you will be to increase it day by day until you reach the therapeutic level. Please take you time
How do I purchase INNOVO?
INNOVO does not require a prescription. Click here to purchase your INNOVO Starter Kit!
Great news! If you have access to an HSA (Health Savings Account) or FSA (Flex Spending Account), INNOVO is eligible. Or you can choose a pay as you go option with Affirm financing for as little as $42 per month upon qualification.
Does INNOVO require a prescription?
Great news! INNOVO does not require a prescription! INNOVO was cleared by the FDA for over-the-counter (OTC) use.
Now that INNOVO no longer requires a prescription, women can take back control of their personal health in the safest and most convenient way possible with this effective at-home treatment.
What’s the difference between INNOVO and other incontinence solutions?
INNOVO treats the cause — not just the symptoms — of stress urinary incontinence. While other solutions, like pads, liners and absorbable underwear, help to mask the problem, INNOVO delivers effective, gentle pulses that help strengthen and re-train your pelvic floor. The key difference between INNOVO and other pelvic floor devices is that INNOVO is truly non-invasive, meaning you don’t need to insert a probe or cone to deliver effective pelvic floor muscle contractions. Plus, it’s FDA cleared, completely safe and has been used successfully over 6 million sessions.
How often do I need to use INNOVO?
Use INNOVO to treat stress urinary incontinence 30 minutes per day/5 days a week for three months. We recommend that you continue to use INNOVO at least 1-2 times per week after the initial 3 month treatment to stimulate the pelvic floor and achieve optimal results.
How do I use INNOVO?
For details on how to use INNOVO, please reference our quick start guide. For more information on treatment positions and to see how to get started with INNOVO, please see our videos below:
Purchasing INNOVO
Is INNOVO covered by Insurance?
Your insurance provider may cover the cost of INNOVO, but Atlantic Therapeutics does not process insurance claims. You will need to provide payment when you place your INNOVO order, and then submit the invoice to your insurer for assessment.
When speaking to your insurance provider to determine whether you are eligible to receive coverage, use the description “non‐implantable pelvic floor electrical stimulator” and the HCPCS/DME Code “E0740” for INNOVO.
Every insurer has different coverage policies, and you may require a prescription and a letter stating that you have tried Kegel exercises for a 4 week period. We’ve created a Detailed Written Order Form.
You can find more information about reimbursement for INNOVO here - Reimbursement Guide.
INNOVO is eligible to purchase using FSA/HSA dollars.
Call: 1833-891-6369, Email: info-us@myinnovo.com or chat for more information.
Do you offer payment plans?
Yes! You can pay over time with PayPal Credit of Affirm
Affirm offers instant financing for online purchases to be paid in fixed, interest-free monthly instalments over 3, 6, 9, or 12 months depending on the program and upon qualification.
Prequalify for Affirm Financing
What is the interest rate with Affirm financing?
Annual Percentage Rate (APR) financing in easy monthly payments with rates from 0% APR is available for qualified customers. Affirm does not charge any hidden fees, including annual fees.
What does the approval and checkout process look like with Affirm? Does it impact my credit score?
The approval process for affirm is very fast. You will be asked a series of questions to verify your identity but does not affect your credit score. Affirm's underwriting model does not use a hard credit check.
When you are ready to place your order, choose "Pay with Affirm" under payment options within the checkout process to apply for your loan. You will know instantly whether you are approved.
After you purchase with Affirm, you will receive monthly emails from Affirm about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment is due thirty days from the date that INNOVO processes your order.
Can I use my FSA/HSA to purchase INNOVO?
Yes you can. Simply pay for your kit using your FSA/HSA debit card at checkout, or pay with another credit card and submit your receipt to your plan administrator for reimbursement.
What countries do you ship to?
We are able to ship to customers in the U.S., UK, Ireland, Germany and France. Visit the relevant country site to make purchase.
Orders and Returns
What happens if I order the wrong size?
If the size you ordered isn’t right, contact our Customer Care team to initiate an exchange.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
Can I return INNOVO if it doesn’t work for me?
We offer a 30 day guarantee because we want you to be fully satisfied.
You have 30 days from the receipt of your INNOVO Kit to decide if you are satisfied with your purchase. Our Customer Care team is here to help you with any product-related questions or to initiate a return.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
My INNOVO arrived damaged. What should I do?
We want you to be completely happy with your purchase. Our Customer Care team is here to help with any product or order issue you might have.
Customer Care Details
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
When will my order ship?
We ship all orders within 3-5 business days via FedEx Ground or USPS Priority services. Once your order has shipped, you’ll receive a shipment confirmation with tracking details.
Our Customer Care team is here to help if you need to make any changes or have questions.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
Getting Started
Can I wear a pad or liner while using INNOVO?
Yes, you can wear a pad or liner while using INNOVO. Make sure the pad or liner is not in between the sensors and your skin before you begin.
We also recommend that you use the restroom before starting each session.
How do I know if I got the right size?
Check the fit of your INNOVO shorts before your first session.
Try the shorts on over a pair of underwear. The shorts should be comfortable to wear, smooth against your skin, and fitted in the thigh area.
You may notice gaps in the waistband or the legs below the printed line on the back - those gaps are ok. The key is for the shorts to fit smoothly against the skin where the sensors meet the skin.
Check out our getting started video for more tips!
Our Customer Care team is here to help. Reach out with any questions you have about sizing.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
Do I wear underwear while using INNOVO?
For the session to be effective, the sensors need to make contact with your glutes. You can choose to wear no underwear or a style which exposes your glutes (such as a thong).
How do I know if I’m wearing the INNOVO shorts correctly?
Check that the dotted line printed on the rear of the INNOVO sits just above the crease between your thigh and your bottom.
Check out our Getting Started video for more tips!
Our Customer Care team is here to help. Reach out with any questions you have about sizing.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
I’ve received my INNOVO. What do I do next?
For details on how to use INNOVO, please reference our quick start guide. For more information on treatment positions and to see how to get started with INNOVO, please see our video below:
Our Customer Care team is here to help. Reach out with any questions you have about sizing.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
How much spray should I be using?
The purpose of the spray is to ensure the sensors have good contact with the skin. We recommend spraying each sensor 3-4 times, but it’s totally fine to add another spray or two.
How long does the battery charge last?
Battery life depends on the pulse level used throughout the session. You should be able to get 5 - 10 sessions from a fully-charged battery.
About INNOVO
How do I figure out my size?
Getting the right size is critical to success with INNOVO. To determine your size, measure the widest part of your hips using a soft measuring tape.
What types of incontinence does INNOVO treat?
INNOVO is FDA-cleared to treat stress urinary incontinence in adult women. Consult your physician to see if INNOVO can help with your bladder weakness.
Can INNOVO only be used by women?
INNOVO is FDA-cleared to treat stress urinary incontinence in adult women.
How long is the INNOVO warranty?
INNOVO Controller - Atlantic Therapeutics guarantees that your Innovo controller will be free from defects for a period of two years from the date of receipt.
INNOVO Shorts - Atlantic Therapeutics guarantees that your Innovo shorts will be free from defects for a period of 6 months from the date of receipt.
Should your controller or INNOVO develop a fault within the warranty period, Atlantic Therapeutics Ltd. will replace or repair it free of charge, provided the controller and/or INNOVO Shorts:
These warranties do not apply to consumables such as spray or batteries.
Still have questions? Check out our full Terms & Conditions.
I have an intrauterine device (IUD) or Mirena coil. Can I use INNOVO?
You should not use INNOVO if you have an IUD coil which is made from any conductive material (such as copper).
Women with a Mirena coil can use INNOVO as the Mirena coil is made from plastic and has no conductive material exposed in the device. Please consult with your physician to discuss any questions you have.
Can I use INNOVO if I am dealing with prolapse?
If you are experiencing prolapse, consult with your healthcare professional before using INNOVO.
How soon after giving birth can I start using INNOVO?
You will want to wait a minimum of 6 months and be finished lactating before using INNOVO. It’s also best to check with your physician before using INNOVO.
I had pelvic surgery. How soon can I start using INNOVO?
If you’ve had any type of pelvic surgery, please consult your doctor before using INNOVO.
Can I use INNOVO while I’m pregnant?
No, INNOVO is not recommended for use during pregnancy.
What are the reasons someone shouldn’t use INNOVO?
INNOVO is FDA-cleared to treat stress urinary incontinence in adult women.
Please do not use INNOVO if:
Consult a physician before using INNOVO if:
Wait to use INNOVO until the heavy days of your period are finished.
Still have questions? Check out the full list of disclaimers.
Is INNOVO safe?
Yes, INNOVO is safe. More than 5 million sessions have been completed worldwide with no serious complications reported.
What payment options are available for INNOVO?
You have a variety of payment options available.
Using INNOVO
What if the sensation is uncomfortable?
With INNOVO, you control the intensity of the muscle stimulation. The stimulation should be strong enough to give you a good pelvic floor contraction but should never be uncomfortable or painful. If you experience discomfort during your session, reduce the intensity to a more comfortable level.
As with any treatment program, it will take time to experience results with INNOVO. We recommend that you continue to use INNOVO for at least three months, 5 times a week for 30 minutes each session to get the best possible results.
Uncomfortable stimulation may also occur if you have not applied enough INNOVO Spray. Make sure to spray each of the eight panels 3-4 before each use.
How much spray should I apply when using INNOVO?
Apply INNOVO Spray liberally to completely cover each of the 8 interior panels, which will ensure good contact with the skin. It is recommended to use 3-4 sprays on each panel before every use, but it’s totally fine to add another spray or two if you wish.
How long does the battery charge last?
Battery life depends on the intensity of muscle stimulation being delivered by your INNOVO controller, but you should be able to get 5-10 treatment sessions from a fully charged battery.
How do I charge the controller?
Watch the The INNOVO "How to Use" video and download the Quick Start Guide to find out how you how to charge your battery.
Should I stop using INNOVO during my period?
You can continue on with your INNOVO sessions during your period. We do recommend skipping sessions on heavy days.
How high should I set the pulse level?
Each person responds to the treatment differently - so make sure you are pacing yourself. It's best to use INNOVO at the highest level while still being comfortable (it's super important that you are comfortable during your session). Your maximum level will increase as you use INNOVO regularly.
Your First Session: Increase the pulse level gradually to give you time to become accustomed to the sensation (gentle tingling). Don't worry about finding your maximum level.
Your First Week: With each session, work to increase the pulse level. As you do, you will start to feel your glutes contract with each pulse.
First Month: Continue to increase the pulse level until you reach the target intensity level (while ensuring it is still comfortable for you). You will start to feel your pelvic floor contracting (squeezing / tightening between your legs).
Our Customer Care team is here to help. Reach out with any questions you have about pulse level.
How often should I use INNOVO after I’ve completed the 12 week treatment plan?
One of the big advantages of using INNOVO is that your awareness of your pelvic floor increases. Maintaining a healthy pelvic floor after the therapy is completed depends on the individual and their specific condition and improvement rate. As a general guide, we recommend you reduce the use of INNOVO from five days a week to 1-2 times a week. This will ensure that the results achieved will be sustained.
Can I wash my INNOVO shorts?
Yes, you can hand-wash the shorts as needed. Make sure to use a gentle detergent (such as Woolite) and keep the connectors dry at all times.
You can also use baby wipes (avoid wipes with alcohol).
Do not machine-wash your shorts, doing so will void the warranty.
Can I move around while using INNOVO?
Try to avoid moving during your session.
If you choose the standing position, you can move a little to help you stay comfortable.
If you want to move to a different location or position, pause the session first and resume once you have settled into a recommended position.
Can I use INNOVO while charging the controller?
Make sure the controller battery is charged before starting a session. You will not be able to charge the controller and use INNOVO at the same time.
What position should I be in when using INNOVO?
You can use INNOVO in one of the following positions:
If you need to move for any reason during your session, make sure to pause INNOVO first. You can then resume your session once you have settled back into one of the recommended positions.
Check out this video to see the different positions.
Do I need to manually contract my pelvic floor when using INNOVO?
You do not need to manually contract your pelvic floor during your INNOVO session.
Physical Therapists have told us that manually contracting your pelvic floor during your INNOVO session (once you are familiar with INNOVO) can increase long-term results.
What happens if I cannot reach the recommended pulse level?
Don’t be concerned if you can’t reach the recommended intensity level during your first treatment session. It can take several sessions to reach this level. Some people may not reach this level at all, which is fine! Aim to reach a level that delivers as strong a contraction to the pelvic floor as possible without causing you discomfort or pain. Once the pelvic floor is contracting, the treatment will be effective.
Troubleshooting
My INNOVO has a warning sign appear with E109 on the screen
This error could mean we need to replace your battery. Our Customer Care team will help you figure out if that’s the case and get a new one.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
My INNOVO has a warning sign appear with EXXX on the screen
Please reach out to our Customer Care team to resolve this error.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
My INNOVO is beeping with the P1 and (!) point flashing
If you receive this error, check the lead and controller connections. If that doesn’t resolve the error, contact our Customer Care team.
Call: 833-891-6369
Email: info-us@myinnovo.com
Or chat
I am getting an error message with flashing numbers between 1 & 8, what should I do?
If you receive this error message, check to see if all of the sensors are smooth against the skin with no creases.
Next, check that the blue and red leads are fully clicked into the plug connections.
Ensure the plugs are fully secure on the shorts.
If the error persists, remove the shorts and respray all of the sensors at least 4 times.
What if the sensation is uncomfortable?
There are three potential causes for an uncomfortable session.
The sensors are not in complete contact with your skin. Check to make sure the sensors are flat with no folds or creases.
The pulse level is set too high. While you want to set the level high enough to elicit a good pelvic floor contraction, you might need to build to that over time. You should never be uncomfortable or feel pain.
Not enough INNOVO spray has been applied. Make sure you spray every sensor 3-4 times before each use.