We're here to help.

We’re on a mission to make life easier for moms. Many of us have been there — and pumped with Willow, too!No matter where you are on your pumping journey, and whether you’re in need of troubleshooting assistance or just looking for a few words of encouragement, the Willow Care team is here to support you.










Insurance coverage

Some Moms have told us that they have been able to obtain full or partial reimbursement for their Willow® through insurance. Each insurance company has its own policy regarding reimbursement.

Once you have your pump, the next step is to check with your plan administrator to see what you qualify for. We hear again and again that Moms don’t let insurance companies stop them from being hands free and getting time back in their day.


Want to check your insurance coverage for Willow? Navigate to our Insurance Checker to get started.

Additional Resources:

How does Willow's Insurance Coverage Tool work?
Are Willow® pumps and accessories covered by insurance? How do I file a claim?
Can I receive insurance coverage for Willow if I already received an alternative insurance pump for this pregnancy?

Discounts & promotions

To stay up to date on promotions, discounts or special offers, we recommend signing up for our mailing list on our homepage - that's the best way to stay up-to-date on all things Willow®, including product and promotional news. 


Have you heard about our Everyday Heroes program? We offer discounts to verified first responders, healthcare providers, military and their spouses, and teachers. To learn more and see if you qualify, please visit our Everyday Heroes program page. 


Frequently Asked Questions:

Do you have a referral program? 

Preferred Pricing Program FAQ’s

Find your fit!

Having a flange that fits is critical for performance (that's right, size impacts output!) and comfort. To get the most accurate fit, we recommend measuring both nipples throughout your pumping journey with Willow®. 


Need support finding your perfect fit? Learn more about the Willow Perfect Fit Bundle and how connecting with a Sizing Specialist can help you optimize your comfort and output while pumping.


For Willow Go™, we suggest using the sizing tool that you received in your Willow Go pump kit to measure your size. For Willow 360 or 3.0 or earlier, print this helpful sizing tool, or use an iOS or Android phone apps to measure. 


Additional Resources:

Purchase the Willow Perfect Fit Bundle and connect with a Sizing Specialist

Download and print our sizing tool

Learn more about Sizing Inserts

What is my Willow® flange size and what sizes are available?

How often should I size?

Returning your Willow®️

If you decide to return your Willow pump purchase, here are the details of our return policy: 

  • Willow products are personal use items and returns must be new, unopened (no seals broken), unused, and in the original packaging. 
  • Only product purchased from onewillow.com may be returned directly to us. Products purchased from other retailers must be returned to the original retailer.
  • Your return request must be submitted within 60 days of the purchase date.
  • Willow will only refund the purchase price of the product and any sales tax paid, and the refund will be mad to the original form of payment.

Frequently Asked Questions:

What is your return policy?

Do you offer payment plans or financing?

What is Willow's warranty?

What do I do if I don't have my proof of purchase, but want to exercise the warranty?

Order Tracking

You can track and check the status of orders placed with Willow® from this page. Click on Support, then My Account to login and view your order history.

 

Standard shipping for Willow branded items typically takes an average of 4 business days in the continental USA. This can sometimes be a day faster or a day slower depending on where you live and shipping times in your area. Business days include Monday through Friday only. These items are calculated from when the shipment leaves our distribution center, and are not guaranteed. 


For more information on shipping, visit our Shipping and Returns page.

Boost your volume with Willow®

In most cases, correcting one of these 3 things will improve your pumping volume.

 

Size - Have you measured your nipples and are you wearing a Willow flange or container insert that is 2 - 4mm larger than your measured size? Both of these factors are critical to milk output with Willow. Follow the guidelines for sizing here to get the right size for you.


Bra - Wearing the right bra can help with volume. Your bra should hold the pumps firmly to your breasts for greater comfort and volume. We recommend wearing Willow with a full-coverage nursing bra that’s stretchy and has a flap. We have several recommended bras that work well with Willow here.


Alignment - It is important to line Willow up with your nipple before latching. Study the direction your nipple points and elongate or stimulate your nipple so you are sure of the direction it will point under suction. Keep trying, most moms master this in 5 - 7 sessions. If it is not comfortable or no milk is flowing, remove and realign. 



Additional Resources:

Milk volume with Willow® 3.0

What is my Willow® flange size and what sizes are available?

What kind of bra should I wear with Willow® 3.0?

How do I check if milk is flowing?

How do I assemble Willow Go?

Proper assembly of Willow Go is essential for a successful pumping session. Misassembly can lead to leaking or low or no suction on the pumps.

Assembly is easy - Just six parts, stack them together and then press to secure. Watch the full assembly process in this video.

Pro tips

  • Parts must be in good condition and replaced at signs of wear and tear. See how to inspect your parts here.
  • Assemble with dry, clean parts. Water and milk fat residue make parts slippery.
  • Align the diaphragm tabs with the pump guides and push the diaphragm all the way through the pump. Listen for a ‘pop.’
  • Attach the container back to the pump straight on or clam-shelled from the bottom to avoid folding or crumpling of the diaphragm. Listen for both sides to ‘click’ into place at the same time.
               Go Assembly
  • Assemble the flange last and squeeze firmly. Check that the duckbill did not get pushed off.

 

Fill out the form below if you are experiencing these issues during assembly

  • Container back is too tight and difficult to assemble
  • Duckbill pops off or falls off even when pushed on tight and assembled dry with no milk fat residue

Assembly 1Assembly 2Assembly 3Assembly 4Assembly 5


Additional Resources:
Willow Go™ Assembly & Disassembly

The suction sensation is different between my two Willow Go™ pumps or I don’t feel any suction on one side - what should I do?

Willow®'s alerts and lights

Update your pump for the most up-to-date features and fixes for issues you may be experiencing. You’ll need the latest app version to see new pump updates. Download the latest Willow 360 or 3.0 App version on the Apple App Store or Google Play Store. Willow uses lights and alerts to tell you what’s going on. Here’s what they mean: 

Orange blinking light - Use our interactive helper tool


Open & Close Pump Alert - most often the flextube™ grips are not in the pump sockets. Troubleshoot with our helper tool.

Flush Through Container Valve or Attach Bag - in most cases the valve is not laying flat inside the dial or there is soap or milk on the valve preventing latch. Troubleshoot with our helper tool.

 

White and orange blinking lights - Willow cannot latch, try again and remove any clothing, bra or material that may be between your skin and Willow.

White pulsing - Willow has paused, you’ve pumped for 25 minutes. To continue press Pump/Pause.

White solid - Congratulations! Your milk bag is full, add a new bag or empty your container to continue pumping.


Battery lights

Green - enough charge for 2+ sessions
Orange - enough charge for 1 session
Red - inadequately charged for a complete session


Additional Resources:

Learn Willow's Lights (video)

How do I enable app alerts and notifications for my pump?

What are the notifications and pumping alerts I receive when I pump?


Cleaning is simple with Willow®

Please clean all accessories after each use. If there’s no space to completely clean, rinsing after use makes cleaning easier later on. Dried milk is challenging to remove. 


Here’s how we recommend cleaning:


Flange, flextube™ and container - after every use, disassemble all parts and wash by hand or pop the parts in the top rack of the dishwasher. Allowing the parts to dry thoroughly after cleaning improves performance.


Willow pump - wipe with a damp cloth as needed, never submerge your Pump. No other cleaning is necessary.


Additional Resources:

How do I clean the flange, flextube and container?

How should I deep clean my containers?

Keep Willow® Clean Video

How do I clean Willow GoTM?  

After every use, you can use the top rack of the dishwasher or wash by hand the five washable parts. Allow your parts to air dry before your next use, you can speed the process by removing the majority of the water with a towel after washing.  The pump itself is not washable. Wipe with a damp cloth as needed.  


Do not use sanitizers, microwave sterilizing bags, or steam sterilizers to clean or sterilize these parts.  


Additional Resources:

How do I clean Willow Go?

What needs to be done prior to first use with Willow Go?

Alert messages in the Willow® app

The Willow App sends pumping alerts that correspond to the pump’s lights to help you while you are pumping. See below for a look at the most common alerts and how to resolve them.

 

Open & Close Pump - Click the link to troubleshoot with our interactive helper tool.

 

Flush through Container Valve or Attach Bag - Click the link to troubleshoot with our interactive helper tool.

 

All Full - The pump stops when the container or bag is full. 

 

Bags: If the pump stops sooner than expected, there might be air in your bag. Try these steps to troubleshoot.

 

Containers: Try these steps to ensure the valve is clean and functioning properly.

 

Check Seal - The seal between the pump and the breast was not good enough for the pump to latch. Check for fabric between the pump and your body.

 

The helper tool will walk you through the steps to check for common issues, and gather relevant information to send to Willow Care should you need further support. You can choose to review the steps in troubleshooting videos or go through them step-by-step.



Alert messages in the Willow® app

The Willow Go™ App lets you know what’s happening with your pump. You’ll receive in-app messages for pairing your pumps, app tracking permission (iOS only), location permission (Android only), Bluetooth reminders, and pump updates.



Additional Resources:

How do I check my suction level and suction levels available in the Willow Go App? 

How do I know a pump update is available for Willow Go and how do I get the update? 

How do I know if my pumps are connected to the Willow Go App?  

My pump shows as ‘Disconnected' in the Willow Go App. How do I connect it? 

Let's get you back to pumping

Let’s try two solutions involving a battery check and a reset, if these two suggestions don’t help, we will need to gather a bit more information from you. Grab your pump and let’s get started.

 

Battery and Charging - is your pump connected to the Charger? If so, it will not turn on. Unplug and try to turn your pump on. The power button needs to be held down for 2 - 3 seconds to turn the pump on (this 2 - 3 second hold prevents it from turning on if accidentally bumped in your pumping bag). If the pump will still not turn on, return to charging for 20 min, unplug and try again. Success? Great! If not, let’s reset your pump. 

 

Reset - follow these simple instructions to reset your pump 

 

  1. Separate your pump from the flange or container.
  2. Gently insert the blunt end of a paper clip or earring back into the tiny hole next to the power port.
  3. Remove the blunt object. You may hear a whirring reboot noise for 2 - 3 seconds and the pump will vibrate softly.
  4. Try turning your Pump on again.

 

If these steps do not help, complete the form below or give us a call so we can help you.

 

 

Additional Resources:

The buttons on my pump aren't working, any tips?

My pump won't charge or it won't hold a charge.

Troubleshooting battery life and charging issues

Update your pump for the most up-to-date features and fixes for issues you may be experiencing. You’ll need the latest app version to see new pump updates. Download the latest Willow Go App version on the Apple App Store or Google Play Store.


1. Confirm your setup 

  • Good connection - Use the specially molded Willow USB charging cables provided in your pump kit.

  • Charging speed - Use a USB wall adapter (not the USB port of another device)

  • Sufficient power - Use at least a 5 Volt 1 Amp single port USB wall charger or a 5 Watt dual port USB wall charger that allows for simultaneous charging of two devices (5 Volt 1 Amp per port)

  • Stable temperature - To prevent slowed charging, do not charge your pump in extreme temperatures.

  • Sufficient time - Charge for at least 1.5 hours.

2. Additional troubleshooting tips

  • Reset your pump by holding the power button for at least six seconds

  • Try a different charger

  • Try another outlet

  • If one pump charges and the other does not, swap the charging setup to see what is at fault

  • Check battery level in the app

  • Don’t store the pump in the fridge

3. Battery life expectations

  • Green indicator light - Enough charge for three 15-minute pumping sessions

  • Orange indicator light - Enough charge for one 15-minute pumping session

  • Red indicator light - Inadequate charge for 1 session

  • If your sessions are longer, you will get fewer sessions per charge

  • Using higher suction levels can drain the battery faster 


Additional Resources:

How do I reset my Willow Go™ pump and when do I need to? 

What do I do if I see a red flashing LED indicator on the Willow Go pump?

What do Willow Go lights mean?

Troubleshooting a suction issue

Most suction issues are related to an issue with assembly or a pump part.


1. Common causes for low suction

  • Replace any pump parts that have been in use more than 90 days. Wear and tear on the pump parts can impact suction. Do not use a steam sterilizer - it can warp the pump parts so they do not fit properly.

  • Clean pump parts with hot soapy water after every session. Milk fat residue on parts left behind after cleaning or from storing parts in the fridge causes slippery parts that prevent good suction.

  • Assemble with dry pump parts.

  • Check your nipple size. Nipple size changes over time. An incorrect flange or insert size could prevent a good fit and cause a suction issue.

2. Additional troubleshooting tips

  • Check your diaphragms for tears. Hold them up to the light and gently stretch.

  • Prevent the diaphragm from folding. Make sure the tabs are aligned with the pump guides and it is pushed all the way through the pump. Assemble the container back to the pump bottom-to-top, like a clam shell. Apply even pressure on the diaphragm and engage both latches together at the same time. Uneven pressure can cause folds in the diaphragm which impacts suction.

  • Check your duckbills for tears, especially on the sides of the small opening. 

  • Reset your pump by holding the power button for at least six seconds


Additional Resources:

How do I check my suction level?

I don’t feel any suction - what should I do?

I’m using sizing inserts and I’m getting less volume and/or less comfort, what do you recommend? 

Troubleshooting splashing or leaking

Every drop matters. Let's figure this out!

 

1. For splashing out of the pour spout

  • Careful leaning too far forward

  • Avoid exaggerated rapid motion

  • Pause your session to empty out your container before milk gets close to the top

  • Try our 7 ounce container

2. Helpful tips for leaking

  • Check your nipple size. Nipple size changes over time. An incorrect flange or insert size could prevent a good fit and cause leaking.

  • Replace any pump parts that have been in use more than 90 days. Wear and tear on the pump parts can prevent a good seal.

  • Do not use a steam sterilizer. It can warp the pump parts so they do not fit properly and allow for leaks.

3. Try this while pumping

  • Sit up straight or lean forward a bit at the beginning of your session or during your letdowns.

  • Tighten your bra straps or try a more supportive bra. If your bra straps are too loose when you recline or you get too sweaty, the pump may shift and leak. 

  • Lean forward slightly (a few seconds) while still pumping before removing the pump. This ensures the milk has fully entered the container from the flange tunnel and doesn’t leak back out when you set it down.

  • Do not cover the pour spout with something that is airtight. It is okay if it is covered by your bra.

4. Check your parts

  • Check your diaphragms for tears. Hold them up to the light and gently stretch.

  • Check your duckbills for tears, especially on the sides of the small opening. Check that it is not sealed shut.

  • Check the fit of the container back to the pump. It should not be too tight or difficult to assemble. Check for lint, debris, rips or tears on the silicone gasket around the perimeter.

5. Assembly tips

  • Check the diaphragm is securely in place. Make sure the tabs are aligned with the pump guides and it is pushed all the way through the pump. 

  • Prevent the diaphragm from folding. Assemble the container back to the pump bottom-to-top, like a clam shell. Apply even pressure on the diaphragm and engage both latches together at the same time. Uneven pressure can cause folds in the diaphragm which impacts suction.

 

  • Assemble the flange last. Check that the flange is pushed all the way onto the pump.

 

Additional Resources:

How mobile can I be with Willow Go™?

How do I pour milk out of Willow Go™ when I'm done with my session?

Willow Go™ Assembly & Disassembly

Troubleshooting the pumps behavior

If your pump appears to be malfunctioning, first check it’s not expected behavior.

  • A new pump needs to be woken up before it will power on. Plug it in to charge to wake it up.

  • The pump takes 1-2 seconds to turn on while holding down the power button.

  • As a safety measure, the pump will not turn on when connected to the charger.

  • If you have an assembly error, the pump will not work as expected.

  • The pump automatically switches to expression after two minutes. Stimulation mode and expression mode have different sounds.

  • If your pump discharges while pumping, the LED indicator will flash red.

  • The pump shuts off automatically after 25 minutes of pumping.

 

Also, try these troubleshooting tips.

  • Update your pump for the most up-to-date features and fixes for issues you may be experiencing. You’ll need the latest app version to see new pump updates. Download the latest Willow Go App version on the Apple App Store or Google Play Store.

  • Reset your pump by holding the power button for at least six seconds. If that doesn’t help, try resetting while the pump is plugged in to charge.

 

Additional Resources:

How do I reset my Willow Go™ pump and when do I need to?

What do I do if I see a red flashing LED indicator on the Willow Go pump?

What do Willow Go lights mean?

Troubleshooting an unexpected sound

1. Some noises are normal and expected

  • Stimulation mode and expression mode have different sounds. The pump automatically switches to expression after two minutes.

  • Bubbles - might occur when pushing on the pump or bumping into it

  • Milk plopping - occurs as milk flows from the duckbill into the container

  • Vibration sound

 

2. Unexpected sound due to a damaged part

  • Replace any pump parts that have been in use more than 90 days or have visible wear and tear.

  • Check for cracks or warping on the container bowls, container backs and flanges.

  • Check your diaphragms for tears. Hold them up to the light and gently stretch.

  • Check your duckbills for tears, especially on the sides of the small opening.

  • Check the fit of the container back to the pump. It should not be too tight or difficult to assemble.

  • Do not use a steam sterilizer - it can warp the pump parts so they do not fit properly.


3. Unexpected sound due to a problem with cleaning or assembly

  • Clean pump parts with hot soapy water after every session to fully remove milk fat residue.

  • Assemble with dry pump parts.

  • Check the diaphragm is securely in place. Align tabs and push all the way through.

  • Prevent the diaphragm from folding. Assemble the container back to the pump bottom-to-top, like a clam shell. Apply even pressure on the diaphragm and engage both latches together at the same time. 

  • Assemble the flange last. Check that the flange is pushed all the way onto the pump. 

  • Do not cover the pour spout with something that is airtight. It is okay if it is covered by your bra.

 

4. Unexpected sound due to the fit of the pump against your breast

  • Check your nipple size. Nipple size changes over time. An incorrect flange or insert size could prevent a good fit and cause a noise issue.

  • Wear a supportive bra for the best fit of the pump against your breast.

  • Align the pumps for a centered placement. Misalignment can result in unexpected sounds.

5. Try these

  • Update your pump for the most up-to-date features and fixes for issues you may be experiencing. You’ll need the latest app version to see new pump updates. Download the latest Willow Go App version on the Apple App Store or Google Play Store.

  • Reset your pump by holding the power button for at least six seconds.

 

Additional Resources:

How do I reset my Willow Go pump and when do I need to?

What do I do if my Willow Go pump or pump parts get damaged?

Willow Go™ Assembly & Disassembly

Let's get you support

The Willow pump is covered under a 12 month warranty from the purchase date. All accessories - flanges, flextubes™, containers, and inserts - are covered under a 90 day warranty from purchase date. We will require original proof of purchase if you purchased from an authorized retailer. Below are troubleshooting steps for a few scenarios our moms have experienced.

Milk leaked into your pump? Leave your pump in a vertical position with the blue pad end at the top and the charging port at the bottom for at least 24 hours without turning it on, charging it, or performing flip to finish. After 24 hours, charge your pump for at least two hours. Check to see that the green light is solid and that your battery icons appear in your app. If so, you’re ready to go! If not, reset your pump.

Pump making different sounds? If your pump is dropped, exposed to liquid, or stored in the refrigerator, the noise it makes can change. As long as the pump is still pumping and you're getting your milk in the milk bag or container, there's no need to worry about these changes. Resetting your pump may also help.

Signs of damage or wear and tear on accessories? We recommend you replace accessories every 90 days or immediately if you notice any signs of damage or wear and tear.

For our complete warranty, please see our current Instructions for Use.

 

Additional Resources:

How can I check if I need to replace my flextube?

How do I clean the flange, flextube and container? (no change)

How do I untuck a Milk Container Valve?

Milk is leaking from my pump or into my pump - any tips?

What do I do if my Willow Go™ gets damaged? 

Regularly inspect your pump and pump parts for cracks, tears, damage, and wear and tear. If an issue is identified with a part, stop using it immediately and replace it. 


Willow Go is covered under a 12 month warranty from the purchase date, and can be extended with Clyde. All accessories are covered under a 90 day warranty from purchase date. Contact Willow® Care for assistance with troubleshooting or to request a replacement.


Additional Resources:

How do I reset my Willow Go pump and when do I need to?

What do I do if I see a red flashing LED indicator on the Willow Go pump?

What do Willow Go lights mean? 

Willow® transitions to expression as soon as the pump detects milk flow.

Here are some tips to get you out of this frustrating situation:

Time to transition to expression - are you waiting long enough? Most moms will transition to expression in just over 2 minutes. It can take even longer if you are not expecting a rapid let down (stressful day at work) or recently pumped. Relax, try again and give it 4 - 5 minutes, especially if you are new to Willow.


Alignment - If your nipple is not centered in the tunnel, you may not be expressing milk for Willow to detect. Or your nipple was centered and it may have shifted when you fastened your nursing bra over Willow. Align again and do not fasten your bra until Willow has latched.


Flange size - if Willow is too large or too small, your nipple will not experience the stimulation required for let down. Use our Nipple Sizing Guide to make sure your flange is 2 - 4 mm larger than your measured size.


Additional Resources:

My pump isn't moving to expression, any tips?

How do I check if milk is flowing?

What is my Willow® flange size and what sizes are available?

Purchase the Willow Perfect Fit Bundle and connect with a Sizing Specialist

How many suction levels are available on my Willow® 3.0 pump and how do I access them?

How do I know when more suction levels are available on my Willow® pump?

Reach your optimal output with Willow Go™

Stimulation is a fast-paced suction pattern that stimulates the nipple to bring on milk flow or let down. Expression is a slower and stronger suction pattern. Often best for expressing milk from the breast once milk has begun to flow. 


If you prefer the fast-paced suction - feel free to remain in stimulation for the entire session or switch back to it anytime, play around with all 6 Stimulation suction levels to see which is best for you.


The pump will start in stimulation mode and automatically switch to expression mode after two minutes of pumping. Press the mode button at any time to change manually. 


If your body reacts better to the slower-paced suction, you’ll want to spend most of your session in expression mode. There are 9 levels of suction to choose from in expression, again, play and see what removes the most milk.



Additional Resources:

Milk volume with Willow Go™

The suction sensation is different between my two Willow Go™ pumps or I don’t feel any suction on one side - what should I do?

How does stimulation and expression work with Willow Go™?

What is my Willow® flange size and what sizes are available?

What should I look for in a good bra for Willow Go™?

Purchase the Willow Perfect Fit Bundle and connect with a Sizing Specialist

Troubleshooting the pump's onboard controls

Willow® has three types of buttons (on/off, suction up/down, pump/pause).

 

Resetting your pump often fixes all 3, let’s start there and reset your pump. If the reset does not work, check for more tips in the correct category below. 

User-added imageReset - follow these simple instructions to reset your pump

Reset - follow these simple instructions to reset your pump

      1. Separate your pump from the flange or container.
      2. Gently insert the blunt end of a paper clip or earring back into the tiny hole next to the power port.
      3. Remove the blunt object. You may hear a whirring reboot noise for 2 - 3 seconds and the pump will vibrate softly.
      4. Try turning your pump on again.
      5. Still having issues? Select the correct category below:


On/Off Button

      1. If your pump will not turn on, make sure it’s not connected to the charger.
      2. Is your pump charged? If not, charge it and try again. 
      3. Are you holding the Power button down long enough? You’ll need to hold it for 1 - 2 seconds to turn the pump on.
      4. Are you trying to turn the pump off while you’re pumping? The pump won’t let you do this. Press Pause and break latch, then turn the pump off.

 

Suction Buttons

      1. Do you know your current suction level? Check the app. The down button won't work when you're at Level 1, and the up button won't work when you're at Level 7 (this is Willow's highest suction level).
      2. Suction buttons not responding during stimulation? In stimulation you'll have access to suction levels 1, 2 and 3. Once you have pumped approximately 0.5 ounces of milk you'll have access to all seven levels of suction.

 

Pump/Pause

      1. Willow automatically pauses after 25 minutes of use. Reset is the only fix for this category of buttons, please give us a call if that has not worked for you.

 

 

Additional Resources:

What do Willow's buttons do?

Troubleshooting the pump's buttons

Here are some hints to help you figure out what’s going on. 

  • A new pump needs to be woken up before it will power on. Plug it in to charge to wake it up.

  • The pump takes 1-2 seconds to turn on while holding down the power button.

  • As a safety measure, the pump will not turn on when connected to the charger.

  • Sufficient charge is required to power on the pump. Charge with the Willow charging cables and a wall charger with a minimum power output of 5 Volt 1 Amp per port.

  • Do you know your current suction level? Check the Willow Go™ app. The decrease suction button won’t work when you’re at level 1, and the increase suction button won’t work when you’re at the highest level for stimulation (6) or expression (9).

  • Reset your pump by holding the power button for at least 6 seconds. If you’ve dropped your pump or if it’s been exposed to liquid, the buttons may not work. 

 

Additional Resources:

How do I reset my Willow Go pump and when do I need to?

What do each of the buttons do on Willow Go™?

The buttons on my Willow Go™ pump aren't working- any tips?

That's no fun - let's get you paired!

Your pumps will only pair to the Willow app compatible with their generation. Check that you have the correct app installed and are using a compatible device

 

Pairing - Make sure your phone’s Bluetooth is On. Then try resetting your pumps and wait 1-2 minutes after tapping “Pair.” Check out our help article on pairing for additional tips.


App reinstall - To pair your pumps again after reinstalling the Willow app, try this.


New phone - For help getting your pumps paired to a new phone, look here.


Unpairing - Go to the Settings tab > Pumps page in the Willow app. Tap “Remove” to unpair your pumps.

 


Additional Resources:

I already paired my pumps, but I have a new pump. What do I do?

Can I use the pump and not use the app?

How do I forget or unpair my pump(s) from my phone’s Bluetooth settings?

How do I remove the Bluetooth connection on my pump?

My left and right pumps are switched in the app. How do I fix this?

I reinstalled the Willow™ App, can you help me pair my pumps again?

That's no fun - let's get you paired!

Connecting your pumps to the Willow® App

Your Pumps are connected when battery icons are displayed in the Willow App.



If one or both battery icons are missing, make sure your phone’s Bluetooth is on, then try the Quick Fixes below or read our help article on getting your pumps to connect.

 

Quick Fixes - Force close the app, turn your pumps off and back on, reset the pumps, turn your phone off and back on.


Pairing- Check that your pumps are listed in the Settings tab > Pumps page in the Willow app. Your pumps need to be paired in order to connect to the app.


Connectivity - If you can see the battery icons, but they come and go or the suction levels and volume tracking on your home screen doesn’t update while pumping, you likely have a bluetooth connectivity issue. Open your app and connect before pumping and keep your phone nearby.

 

 

Additional Resources:
How do I forget or unpair my pumps from my phone’s Bluetooth settings?

How do I remove the Bluetooth connection on my pump(s)?

How do I turn Bluetooth on my pump(s) off and back on?

Does the app work if my phone is in airplane mode?

Connecting your pumps to the Willow Go™ app

Here are some quick fixes to connect your pump - Try one at a time until the pump connects.
  • Bring your pump near your smart device - within 20 feet (6 meters).
  • Force close the Willow Go App and relaunch.
  • Toggle your smart device Bluetooth off for a few seconds (from the settings app - not the control panel), and then back on.
  • Reset your pump by pressing and holding the power button for 6 seconds.
  • Power off your smart device and turn it back on. Open the Willow Go App.

Additional Resources:My pump shows as ‘Disconnected' in the Willow Go App. How do I connect it?

Volume Reporting in the Willow® App

The Willow pump tracks milk collected in the milk bag or container and the Willow app reports the volume.


It’s normal for the volume reported in the app to differ a little from the actual milk volume you are getting. Most of the time, large app volume inaccuracies are related to the valve on the container or the milk bag. Try a deep clean for your container or a new bag. 


Realigning - If you realign a few times or don't have a good seal, this can impact the accuracy of the volume reported in your app. As you get more experience with Willow and have a good bra, you should see this improve. 


Assembly - A small adjustment to your pump assembly can improve volume accuracy. Review assembly with the container and the milk bag.

Accessories - Wear and tear on accessories impacts volume accuracy. Replace any accessories out of warranty.

 


Additional Resources:

How does the Willow® 3.0 pump calculate milk volume in the app?

Can I edit my pumping history in the Willow™ App?

The volume on the milk bags is different than my bottles - which one is correct?

Canceling an Order

Please contact us by phone or chat to ensure the cancellation is processed before shipment. Email responses may take 48 hours. 



Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. Open a chat or give us a call at 1-888-WILLOW-3



Still need help?

Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. 


We can best assist you with this issue over the Phone or a Chat - click the button below to start a call or the chat bubble in the bottom right of your screen to start a chat. Email responses may take 48 hours.


 

Gathering the information below will help us provide faster service.


1. Order number

2. Pump serial numbers (if applicable)


Still need help?

Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. 


We can best assist you with this issue over the Phone or a Chat - click the button below to start a call or the chat bubble in the bottom right of your screen to start a chat. Email responses may take 48 hours. 



Gathering the information below will help us provide faster service.


1. Email used with the app

2. Pump serial number(s)


Still need help?

Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. 


We can best assist you with this issue over the Phone or a Chat - click the button below to start a call or the chat bubble in the bottom right of your screen to start a chat. Email responses may take 48 hours. 



Gathering the information below will help us provide faster service.


1. Original order number

2. Reason for return

3. Confirm product is unopened


Contact Willow Care

Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. 


We can best assist you with this issue over the Phone or a Chat - click the button below to start a call or the chat bubble in the bottom right of your screen to start a chat. Email responses may take 48 hours. 


  


Still need help?

 

Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. If it's currently outside our business hours or you prefer to send an email, please use the form below. Open a chat or give us a call at
1-888-WILLOW-3.

The interactive helper tool allows you to contact Willow Care with the relevant detail to ensure a quick resolution. Our team may need to request additional information from you if you choose to use the form below. In either case, we'll do our best to get you pumping again!

 

Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. If you prefer to call, you can reach us at

1-888-WILLOW-3.










Found on the inside wall or bottom of Pump



Found on the inside wall of your Pump