Help & Support
Frequently Asked Questions
Answers to the questions we hear most — about building research apps with wearables, and about the Heel2Toe gait sensor. Can’t find what you need? Email support@physiobiometrics.com.
Wearables & research apps
Building a study or trial that collects data from a smartwatch or fitness band? Device connectivity, operating-system requirements, phoneless sync, and participant-eligibility all have moving parts — we keep the full, current breakdown in one reference.
Which watch, which phones qualify, and how the data reaches your data set:
Heel2Toe gait sensor
Buying, using, and getting support for the Heel2Toe sensor and the Docking Station app.
Buying Heel2Toe
Do I need one device or two — one for each foot?
You only need one Heel2Toe device. It works on either foot — wear it on whichever foot you want to retrain. A second device isn’t required and won’t improve results.
Where can I buy Heel2Toe? Is there a store near me?
Heel2Toe is sold online only, through shop.physiobiometrics.com (or /fr in French). There’s no physical retail location. If you can’t order online, email sales@physiobiometrics.com and we’ll arrange another route.
Do you ship internationally?
Yes, we ship worldwide. If the online checkout doesn’t accept your address, email sales@physiobiometrics.com with your full address and we’ll send a manual quote including shipping. International shipments need a contact phone number for the carrier.
How is the device powered? Will it work with my country’s outlets?
The sensor is battery-powered and recharges over a USB-C cable. Any standard USB-C charger or computer port works worldwide — no voltage or plug-adapter concerns.
How does the device work, and what does the beep do?
Heel2Toe is a clip-on shoe sensor that gives a real-time beep when your heel strike is correct, helping retrain your gait. After a walk, plug it into a computer running the Docking Station app to view your session statistics.
Is the Docking Station app free?
Yes — the Docking Station app is free to download. It uploads session data from the sensor to your computer and shows your reports. Get it at physiobiometrics.com/products/docking-station-app.
My payment was rejected — what now?
Try PayPal (an instalment option is available in some countries), or email sales@physiobiometrics.com for an Interac e-Transfer or wire option. If a retry ever results in a duplicate charge, email us right away and we’ll cancel the duplicate before fulfilling.
I received a suspicious email about my order or domain — is it real?
Treat unexpected “store restriction” or “domain renewal” emails as phishing. Legitimate notices come from official Shopify or your domain registrar’s addresses. Forward anything you’re unsure about to support@physiobiometrics.com for a second look.
Clinical, research & partnerships
We want to use Heel2Toe in a clinical study — how do we order?
Email support@physiobiometrics.com with your institution, lead investigator, number of sensors, shipping address, and currency. We’ll send a quote, invoice on your institution’s terms, and include free Docking Station onboarding (a short call once your sensors arrive).
We’d like to distribute or partner with you.
We’re open to international distribution partnerships. Email sales@physiobiometrics.com with your company, market, and regulatory credentials.
Can my clinic or research institution buy in bulk on an invoice?
Yes. Email sales@physiobiometrics.com with quantity, shipping address, and currency. We routinely invoice institutions in USD and can omit GST/PST where applicable.
Shipping & delivery
When will I receive my order?
We ship within 2–3 business days of payment confirmation. Delivery within Canada is typically 3–7 business days after that; international is 7–20 business days depending on destination and customs.
My tracking hasn’t updated / shows the package still in Montréal.
Carrier hand-off between Canada Post and a local carrier can take a few days to show. If tracking hasn’t moved for over a week, email sales@physiobiometrics.com with your order number and we’ll investigate or reship.
My package was returned to sender, or the address was wrong.
Email support@physiobiometrics.com with your order number and the correct address, and we’ll re-create the label and resend.
It says delivered, but I can’t find it (condo / common area).
Email support@physiobiometrics.com with your order number. We can provide the delivery date/time and the carrier’s delivery-scan details that building administrators usually need to investigate.
Is delivery affected by postal disruptions?
During postal disruptions we switch to an alternate carrier. Expect a short delay and, occasionally, a shipping-cost adjustment — which we’ll confirm by email before shipping.
Returns & refunds
What’s the return policy?
A 30-day return policy. Return shipping is the customer’s responsibility, and the refund is processed 2–3 business days after we receive the returned sensor (minus return shipping if we issued the label).
How do I return my Heel2Toe?
Email support@physiobiometrics.com first to request a Return Authorization (RMA) number. We’ll send a return label and address. Please don’t ship anything before you have the RMA — unauthorized returns may be refused.
I returned the sensor but haven’t received my refund.
Refunds post to your original payment method 2–3 business days after we receive the sensor, and your card issuer may take another 3–7 days to show the credit. If it’s been more than 10 days since we confirmed receipt, email sales@physiobiometrics.com and we’ll verify.
My device seems defective — how do I get a replacement?
Email support@physiobiometrics.com with your order number, a short photo or video of the issue, and the device serial number (on the device, or in the Docking Station app under Settings → Select the SD Card). We’ll diagnose and either ship a replacement or process a refund.
Using the sensor
Prefer to watch? Step-by-step video tutorials
Using your Heel2Toe
Attach the Heel2Toe to your shoePower on & calibrate (right shoe)Set up on your left shoeWalk and beep with your Heel2ToeIn use: Parkinson’s, before & after
Extracting your walking sessions
Docking Station Clinic Mode
What is the SD card for?
The SD card inside the sensor stores your walk-session data (steps, beep events, gait metrics). When you connect the sensor to the Docking Station app, it reads the card and uploads the sessions. You don’t need to remove it — leave it in the sensor.
The sensor doesn’t beep, or I have to press very hard to trigger it.
The sensor calibrates to your normal heel strike. If it needs unusually heavy impact, run the calibration routine again (a short ~30-second walk in calibration mode). If the beep is still inconsistent afterwards, email support@physiobiometrics.com — it can indicate a clip-alignment issue.
What does the button do — how do I wake, sleep, or reset the sensor?
Wake it up: press and hold the button until the LED flashes red-green-blue with beeps (up to 10 seconds). Put it to sleep: press and hold until the LED flashes yellow three times (up to 10 seconds). Reset it — for example if it beeps continuously — by holding the button for about 10 seconds until it stops. If it won’t wake or reset, email support@physiobiometrics.com.
How long does the battery last, and how do I charge it?
A full charge takes about 3 hours and gives roughly 60–90 minutes of continuous use. If it isn’t lasting: try a different charging cable, make sure the cable is firmly seated, and check that your outlet or power bar is supplying power. Still short? Email support@physiobiometrics.com.
Calibration trouble — no three beeps, or a long continuous beep?
Power the sensor off and on to reset it, then re-run calibration. If a long continuous beep keeps recurring, email support@physiobiometrics.com — we’ll help or send a replacement. And if the sensor beeps too often while you walk, raise the step threshold to the level your walking specialist recommended.
Can the beep play through a hearing aid or Bluetooth headphones?
Not on the current generation — the beep plays through the on-device speaker only. We’ve heard this request (for quiet clinics and hearing-impaired users) and it’s on our roadmap.
Docking Station app
What cable do I need to connect the sensor to the Docking Station?
The Heel2Toe uses USB-C. Crucially, you must connect it with a USB-C data cable — not a charge-only cable. Many inexpensive USB-C cables carry power but no data, and the Docking Station will not detect the sensor with one of those. This applies on Windows, macOS, Android, and iPhone/iPad alike. If the app doesn’t see your sensor, swap in a known data cable first — and the video tutorials above walk through extraction on each platform.
Which operating systems are supported?
Windows 10 / 11 and macOS 13 (Ventura) and newer are supported (older macOS is not). An iOS / iPadOS version is in TestFlight beta — request an invite from support@physiobiometrics.com (needs a USB-C data cable). Android isn’t supported yet.
Windows says “Unable to write files to folder.”
This is a permissions issue. Try: (1) right-click the app → Run as administrator; (2) install under your user folder (e.g.
C:\Users\you\Heel2Toe) rather than Program Files; or (3) allow the app in Windows Security’s Ransomware / Controlled Folder Access. Still stuck? Email support@physiobiometrics.com with a screenshot.My Mac is on macOS 12 — how do I use the Docking Station?
The macOS app needs macOS 13+. Either update macOS if your Mac supports it, use the iOS/iPadOS TestFlight build on an iPhone or iPad (with a USB-C cable), or use a Windows PC.
I can’t log in, or it says no data is registered.
First, make sure you’re using the same email address as on your order. If a reset doesn’t work, email support@physiobiometrics.com and we’ll verify and reset your account.
Still have a question? We’re happy to help — support@physiobiometrics.com.
