Frequently Asked Questions
Our Customer Support team is here to help. To get you started, we pulled together a list of common questions from clinicians and prosthesis wearers. For more information, please contact us.
Potential users or friend/relative of a potential user:
- How do I know if I am a candidate for a prosthetic device?
- I know someone or I am affected by limb loss or deficiency. How do I learn more about being fitted with Touch Bionics' products?
- Can I use the i-limb for my favorite activities (e.g. swimming, playing sports, riding a motorcycle, etc.)?
- Are prosthetic devices covered by insurance?
- Is it beneficial to have both an active and passive prosthesis?
- Where can I locate a Touch Bionics Certified Provider?
- How much charging time does my i-limb device need?
- I ran a Hand Health Check and it is telling me that my battery needs to be replaced. What do I do?
- I didn't receive an iPod with my device.
- I am experiencing difficulty when trying to connect my i-limb device to my iPod.
- I am eligible to receive complimentary coverings. When can I expect to receive them?
- I am having trouble donning my i-limb skin natural covering. Where do I get help?
- What if the device needs repair? Is it covered under Touch CareTM?
- I am having trouble with my i-limb. Do I need to send it in for service or repair?
- I want to send my device in for repair. What do I do?
- What is Touch Bionics' policy on servicing older devices?
- I have a potential patient and would like to request a demo hand. What do I do?
- How do I program the i-limb hand or i-digits device?
- I am trying to download biosim and it is asking me for my customer code. Where do I find this?
- How do I reset my portal password for the Patient Care Pathway?
- My virtu-limb is showing an excessive signal when I have the patient connected with electrodes. What do I do?
- What other upper limb devices are compatible with the i-limb quantum, i-limb revolution or i-limb ultra?
Livingskin™ - passive cosmetic prostheses:
- How long after surgery must you wait before receiving a livingskin prosthesis?
- Is livingskin just a cosmetic prosthesis?
- Do the livingskin fingers move?
- Can a livingskin prosthesis be worn all the time?
- How long does a livingskin prosthesis last?
- How long does it take to create a livingskin prosthesis?
- How does the livingskin prosthesis stay on?
- Do I need to use the donning lubricant each time I use the livingskin prosthesis?
- Can the color be changed or modified on a livingskin prosthesis?
- Can fingernails be shaped and painted on a livingskin prosthesis?
- Can hair be incorporated into the livingskin prosthesis?
- Will the livingskin prosthesis stain?
- Is there a warranty on a livingskin prosthesis?
- What should I do if I tear or damage my livingskin prosthesis?
- Are livingskin prostheses paid for by insurance?
How do I know if I am a candidate for a prosthetic device?
Consult a Touch Bionics Certified Provider. Specific criteria must be evaluated before being fit with a prosthesis
I know someone or I am affected by limb loss or deficiency. How do I learn more about being fitted with Touch Bionics' products?
The first step is to find a local prosthetist and set up a consultation. Our Certified Clinician Finder is a great resource for helping you to locate a certified provider. Once the prosthetist has determined the individual is a good candidate for the i-limbtm or livingskintm prosthesis, Touch Bionics will work directly with the practitioner to begin the process.
Can I use the i-limb for my favorite activities (e.g. swimming, playing sports, riding a motorcycle, etc.)?
Please refer to the Warnings and Precautions section in your device user manual for Touch Care coverage guidelines. You can also download the manual here.
Are prosthetic devices covered by insurance?
Your prosthetic team will work to submit the appropriate insurance claim information to the health insurance payer. Touch Bionics has a dedicated reimbursement team, serving as a resource to your prosthetist, and can assist in the reimbursement process.
Is it beneficial to have both an active and passive prosthesis?
Yes, active and passive prostheses serve different purposes; however, they do compliment one another. Consult your prosthetist to determine which solutions are most appropriate for you.
Where can I locate a Touch Bionics Certified Provider?
Visit the online Certified Clinician Finder to find a provider in your area.
How much charging time does my i-limb device need?
If you are using an i-digits device, you should charge your battery until a solid green light shows on the charger base. For an i-limb hand, charge the battery until a green light shows on the wall charger plug-approximately 120 minutes for a 800mAh battery, 90 minutes for a 1300mAh battery, and 180 minutes for a 2000mAh battery.
I ran a Hand Health Check and it is telling me that my battery needs to be replaced. What do I do?
We recommend replacing your battery once a year for optimal performance. Contact your local prosthetist and he or she can order a replacement battery on your behalf.
I didn't receive an iPod with my device.
Please contact Customer Support with your serial number handy. We will determine if you are eligible to receive an iPod and ship to you as soon as possible.
I am experiencing difficulty when trying to connect my i-limb device to my iPod.*
Close all apps on the iPod and then turn off the hand. Turn the hand back on, then wait for two minutes. Next start the my i-limb app on your iPod. It should prompt you to connect.
I am eligible to receive complimentary coverings. When can I expect to receive them?
Any user with a device still covered under Touch Care is eligible to receive complimentary coverings every three (3) months. In order to initiate shipment, you must first complete a post-fitting assessment via the Patient Care Pathway. Upon completion, Customer Support will receive an email notification of the covering request, thereby triggering the shipment.
I am having trouble donning my i-limb skin natural covering. Where do I get help?
We provide donning and doffing instructions on our website. Please refer to the i-limb skin natural donning and doffing instructional video under the general videos or to the Coverings Guide under the document library.
What if the device needs repair? Is it covered under Touch CareTM?
Touch Bionics' service and support package includes a warranty that runs from the original purchase date and is dependent on the device package purchased. Visit our Touch Care page or contact Customer Support for further information about the Touch Care program.
I am having trouble with my i-limbTM. Do I need to send it in for service or repair?
Contact Customer Support and we will assist with troubleshooting to determine if the device needs service or repair.
I want to send my device in for repair. What do I do?
Your prosthetist must contact Customer Support, complete a product repair document, and provide Touch Bionics with your device serial number. Upon completion of the product repair document, a Touch Bionics service call number will be assigned that links your specific repair to your individual device. Your prosthetist must ship your device to us, taking care to package it well so that it is not damaged during shipment. To ensure prompt processing of the repair, the shipment should include the product repair document, appropriate return mailing address, email address, and phone number. We recommend shipment is by a traceable method as Touch Bionics will not be held responsible for packages damaged, lost or missing in transit. If your device is covered under Touch Care, Touch Bionics will remedy the defect as set forth in the warranty terms and conditions. To obtain an update on the status of the repair, contact Customer Support. * Please always reference the device and serial number when calling for an update on your repair.
What is Touch Bionics' policy on servicing older devices?
It is Touch Bionics' aim to ensure excellent care for our devices at all stages of the product life cycle. Our recommendation for patients wearing i-limb devices that are over five years old is to explore options to upgrade to our latest technology. By providing these patients with our latest technology they can enjoy all of the technological advances including important new features, improved durability and the coverage of Touch Care. Our reimbursement team will work to support you in determining the best path for your patient. In the rare cases where our reimbursement experts have found that the patient has no funding for a new device, we will work with you to either repair their existing device or find another suitable low-cost solution.
I have a potential patient and would like to request a demo hand. What do I do?
Please contact us at Customer Support with the details of your request and we will be happy to provide a demo device.
How do I program the i-limb hand or i-digits device?
Our biosim control software is compatible with both Mac and Windows, but the simplest way to program the i-limb device is through one of our mobile control apps. We offer an app for both clinician and i-limb wearers. The app for clinicians is simply called biosim and the app for users is called my i-limb. my i-limb and biosim control apps are available for download in the Apple app store and are compatible with the following Apple devices: iPod 5 or newer; iPhone 4s or newer; iPad 4th generation or newer; iPad mini.*
I am trying to download biosim and it is asking me for my customer code. Where do I find this?
The customer code is provided at the time of biosim registration via the automated email you receive when you first activate the account. If you have misplaced your code, call Customer Support.
How do I reset my portal password for the Patient Care Pathway?
You can reset your password by clicking the "reset password" link under the Patient Care Pathway log-in page to have a temporary password sent to your email address. Touch Bionics does not store your password.
*NOTE: Only devices manufactured after June 1, 2013 have Bluetooth connectivity. Contact Customer Support if you do not know when your device was manufactured.
My virtu-limb is showing an excessive signal when I have the patient connected with electrodes. What do I do?
Check that the power cable is unplugged. Also, verify the settings on the electrodes. Start out at a setting of 3 or 4 and then turn up if necessary.
What other upper limb devices are compatible with the i-limb quantum, i-limb revolution or i-limb ultra?
The i-limb is compatible with the following devices:
- ProWrist Electric Wrist Rotator (Motion Control, Inc.)
- Electric Wrist Rotator & MyoRotronic (Ottobock)
- Utah Arm 3 (Motion Control, Inc.)
- Utah Arm 3+ (Motion Control, Inc.)
- Boston Digital Arm System (Liberating Technologies, Inc.)
- ErgoArm Hybrid Plus (Ottobock)
- ErgoArm Electronic Plus (Ottobock)
How long after surgery must you wait before receiving a livingskin prosthesis?
Depending on the extent of the surgery that you have had, it is recommended that patients wait approx 6 months to ensure complete healing (6 months for hand; 3 months for fingers), and eliminate swelling prior to taking impressions. However, the authorization process can be started before your clinical appointments.
Absolutely not. The level of function varies with each prosthesis depending upon the type of device. All livingskin prostheses can perform non-manipulative activities, such as supporting, stabilizing, pushing and pulling. Finger prostheses and most hands can be positioned for use during activities such as typing and playing the piano.
This depends on the level of restoration. For example, if a finger prosthesis is made to replace just the tip of a finger or fingers, they can easily move and perform tasks. If the fingers are missing completely, then movement is limited. In some cases, an internal armature is inserted that can be bent into a desired position.
livingskin users do not wear their prostheses when bathing, sleeping, or during activities that will be more strenuous on the silicone prosthesis. This includes activities such as guitar playing, sports, construction and auto maintenance. It is important to avoid oil-based products. Many hair and body products contain oils and should only be applied when not wearing the prosthesis.
The life expectancy of a livingskin prosthesis depends on how it is used and maintained. With proper care and normal use, the average lifespan is 2 to 4 years. If a duplicate prosthesis is purchased at the same time, this can help to prolong the life of both pieces - alternating use can help manage the wear on a device.
Fabrication of each custom silicone prosthesis is very labor-intensive. Manufacturing time can range from 2-3 weeks for a finger, 3-5 weeks for hands, and 6-8 weeks for larger prostheses.
Most livingskin finger, hand, and foot prostheses are suspended by suction. When suction suspension is not possible, a combination of other methods is used.
Prostheses such as above and below elbow devices do not require the use of a lubricant.
Once painted, the color of the prosthesis can be darkened, using our SeasonGuard product, the proprietary pigmentizer, which fades over time, as would a normal "tan". Customers are advised to have their prosthesis painted when they are not tanned. The color cannot be made lighter.
Depending on which livingskin product you select, it may be possible to provide the prosthesis with your preferred nail shape. If the nails are acrylic, you will be able to paint your nails. You must use a NON-ACETONE nail polish remover.
Yes, people with significant body hair can request DermaHair. Our custom matched, synthetic, non-removable hair can be incorporated into their prosthesis. The DermaHair is embedded within the top layer of the livingskin, therefore it cannot fall out or fade away. This feature must be specified prior to the manufacturing process, and there is an additional cost to have it included in the prosthesis.
The silicone used to make a livingskin prosthesis is virtually stain proof. However, since there are many new chemicals and products that have not been tested, caution must be exercised when coming into contact with these materials. Some products to avoid are blue Woolite, carbon paper, unwashed clothing and fabrics, and certain leather tanning products.
Yes, each livingskin prosthesis is covered by a 1-year repair or replacement warranty when proper and adequate care is given to the prosthesis. A 2-year repair and replacement warranty applies when a duplicate prosthetic device is provided at the same time, and the devices are worn alternately to avoid excessive wear. All higher-level prostheses such as below elbow, above elbow and below knee, are covered by a 1-year warranty.
Never attempt to glue or repair the prosthesis yourself. Please call your local practitioner before sending the prosthesis back for repair.
Yes, in the United States, many insurance companies and Workers Compensation Boards pay for livingskin prostheses.