Help Center
EXELLEON Product Support
Find answers to common questions below, or scroll down to submit a support request.
Safety Notice: EXELLEON products are for general wellness only. Do not use on broken or inflamed skin, bones, joints, or the throat/head area. Consult a doctor before use if pregnant or if you have a medical condition. Stop use immediately if you feel pain.
Video Guides
Product How-To Videos
Step-by-step video guides for each EXELLEON product.
Videos coming soon
Getting Started
All EXELLEON products charge via USB-C. Plug the included cable into the charging port on the device and connect the other end to any USB power source (wall plug, laptop, power bank). A wall adapter is not included; any standard USB wall plug works. A full charge takes about 3-4 hours (MGUN: about 3 hours). The heated head on the MUSCLEGUN and MAGUN has its own battery and charges separately in about 1 hour.
First, make sure you are using the USB-C cable that came with your product. Not all USB-C cables deliver the same power, and some USB-C to USB-C cables will not charge the MINIGUN. Try a different USB power source (wall outlet adapter vs. laptop port). If the device still will not charge after trying both, submit a support request below.
We recommend charging fully before use. Using the device while charging may affect battery health over time.
No. Do not submerge any EXELLEON product in water. Wipe clean with a damp cloth and dry thoroughly. Store in a cool, dry place.
Troubleshooting
Use the Low setting near the neck, and only on the muscles at the back of the neck. Do not apply your full bodyweight: sit upright with the PMBALL between the back of your neck and a chair headrest rather than lying flat on the floor. Never use it on the front of the neck, the head or the face, and do not use it if you are pregnant.
Place the PMBALL so the gap sits over your spine with one lobe on each side. If it feels too large when lying flat, try using it against a wall while standing. This gives you more control over pressure and positioning. You can also use couch cushions or pillows to adjust the angle.
This is almost always a charging issue. Try the cable that came in the box (not a third-party cable). Plug into a wall adapter rather than a laptop USB port. If the LED indicators do not light up at all during charging, submit a support request below and we will resolve it.
Every percussion massage gun makes a working sound, and it rises with speed and pressure. If the sound is clearly different from when you first used it, or if you hear grinding, rattling or uneven sounds, submit a support request below.
Probably not — that is the auto-off. The MUSCLEGUN turns off after 15 minutes of continuous use. The MINIGUN turns off after 15 minutes of continuous use or 5 minutes without input. The MBALL and PMBALL turn off after 15 minutes running or 5 minutes paused. Wait a moment and turn it back on for another session. If it turns off right away, charge it fully and try again.
Attachments & Accessories
Pull the current attachment straight off the front of the device. Push the new attachment straight in until it clicks or seats firmly. No twisting required.
Heads by model:
MUSCLEGUN and MAGUN: Round, Flat, Precision, Dual, Wedge and the heated head
MGUN: Precision, Ball, U-shaped and Wolf Tooth
MINIGUN: Round, Flat, Precision and Dual
If you are not sure, start with the Round head on large muscle groups such as the thighs, glutes and calves. The Flat head gives broad, even pressure. The Precision head is for smaller areas. Use the heated head (MUSCLEGUN and MAGUN) to warm the area first: green light = 113 °F, red light = 131 °F. Keep every head on muscle, never on bone, joints, the head, the face or the front of the neck.
Submit a support request below with your order number and which attachment broke. Include a photo if possible. We will work with you to resolve it.
Press the arm button and set the arm to 0 degrees (straight), 45 degrees or 90 degrees. The arm locks at each position. At 90 degrees the head sits flat on your upper back while your arm stays relaxed; 45 degrees suits the shoulders and shoulder blades.
Push the handle in until it is fully seated before you switch the gun on. A handle that is not fully seated feels loose; that is the most common setup mistake. When it is seated properly it feels solid, with no wobble.
We recommend using it over a light layer of clothing (t-shirt or athletic wear). The textured surface can feel firm on bare skin, and a thin fabric layer makes it more comfortable.
Yes, the raised nodules are intentional. If you find the texture uncomfortable on bare skin, use it over a t-shirt or place a towel between your body and the ball. A towel also softens the vibration intensity, making it a good option for anyone with extra sensitive skin or for first-time users easing into it. This tip applies to both the PMBALL and the MBALL.
Warranty & Returns
Every product has a 1-year EXELLEON warranty. For a warranty claim, submit a support request below with your order number. Returns for products bought on Amazon follow Amazon's return policy.
Fill out the support form below with your order number, a description of the issue, and photos if applicable. We typically respond within 24 hours and will work to resolve the issue — whether that is troubleshooting, replacement parts, or a full replacement.
Do not use if you have broken, swollen, or irritated skin in the treatment area. Do not use the PMBALL if you are pregnant. Consult your doctor before use if you are pregnant, have a pacemaker, or have a medical condition. Stop use immediately if you feel pain (not just pressure) or discomfort.
No. Use it on muscle only. Avoid direct contact with bones, joints, the front of the neck (throat area), and the head.
We recommend 1-2 minutes per muscle group, with a total session of 5-15 minutes. Several models also turn off automatically after 15 minutes of continuous use.
No. EXELLEON products are intended for general wellness and muscle recovery only. They are not medical devices and are not meant to diagnose, treat, cure, or prevent any condition. If you have chronic pain or a medical condition, consult your healthcare provider.
Warranty claims
Think your product has a factory defect? Start a claim with your order number and photos or a short video. Every EXELLEON product has a 1-year limited warranty.
Still Need Help?
Couldn't find your answer above? Fill out the form below and our team will get back to you within 24 hours.
You can also email us directly at support@exelleon.com — but using the form above helps us help you faster.