Frequently Asked Questions

Below you will find frequently asked questions about Transcend devices, software and therapy.
MySleepDash
Treatment
Equipment
MySleepDash
Basics MySleepDash Registration Login Notification Preferences MySleepScore Missing Data Data Security
Treatment
Therapy Comfort Side Effects Additional Support
Equipment
My CPAP Device My Power Options My Mask Cleaning and Replacement Additional Support

MySleepDash

Basics
Does MySleepDash work only with Transcend devices?

Yes. MySleepDash is designed to work specifically with the Transcend line of CPAP devices.
Does MySleepDash work with all phones?

MySleepDash is designed to work with Android and iOS devices.
What is MySleepDash?

MySleepDash™ is a mobile application that provides you with personalized support to help you get the most out of your sleep therapy.

 With MySleepDash, you can:

  • Access your therapy data so you can track your progress
  • Review detailed compliance reporting
  • Adjust comfort settings including GentleRise (ramp) and AirRelief
  • Find FAQ and troubleshooting information
  • Send feedback directly to the manufacturer
  • Utilize a one click support request feature to provide customer service with device diagnostics
Which Transcend CPAPs work with MySleepDash?

The Transcend Micro and Transcend Micro 510 work seamlessly with MySleepDash. The Transcend 3 and 365 require a Bluetooth dongle that is sold separately.
MySleepDash Registration
Can I set up two CPAP devices using the same email address?

No. MySleepDash supports only one CPAP device per email account.
What is my username?

Your username is the email address you used when you registered. If you do not remember, please contact Transcend customer support –support@mytranscend.com.
Why haven't I received a confirmation email?

Check your spam or junk folder for the registration email. If nothing is found, please contact Transcend customer support –support@mytranscend.com
Login
I can't register my CPAP device. What should I do?

Ensure that you are using a supported device and that you are scanning the serial number QR code/barcode on the bottom of the device. If the issue remains, please contact Transcend customer support –support@mytranscend.com
I forgot my password. How do I reset it?

On the login page of the MySleepDash app, click “Forgot Password?”.  Enter your email and enter the 4-digit code that is emailed to you.  Then enter a new password and click Submit.
I forgot my username. What should I do?

Your username is the email address you used when you registered. If you do not remember, please contact Transcend customer support –support@mytranscend.com
I received a new Transcend device. How do I change it in MySleepDash?

Navigate to My Account > Select Deregister Device. This will bring you back to the device registration page. Scan the new QR code.

*Please note, the data from your old device will not transfer and will be overwritten.  Make sure to save a copy of your data prior to transitioning the device.
Why can't I sign in?

Ensure that you are using the correct email address and password.  Reset your password if the issue persists.
Notification Preferences
How do I turn on/off notifications?

Under my account you can turn notifications on and off by adjusting the toggle.
How do I update my profile questions?

Navigate to My Account > Manage Profile
MySleepScore
How do I improve MySleepScore?

The key factors to improving your sleep score are:

  • Get more than 7 hours of therapy per night
  • Ensure you have a proper fitting of your mask and that the system has no air leaks from the device to the mask
  • Try not to get up during the night unless necessary

Ensure that your therapy settings are adequate to control your sleep apnea.  If your AHI is not below a 5, we recommend that you talk with your doctor.
How does MySleepDash calculate MySleepScore?

The MySleepDash app gives you a daily sleep score based on the quantity and quality of your sleep. Your score is meant to guide you in a positive direction to help you sleep better if your score is below 70. It’s also meant to reward and encourage consistency if you’re regularly reaching a score above 70.

Your sleep score ranges from 0-100 — telling you, at a glance, the quantity and quality of your sleep and if there are things you can do to meet your sleep goals.

Your sleep score is made-up of four different sleep elements known as sleep contributors.  Your contributors help you look at what is impacting your overall sleep.

  1. Usage Hours

The MySleepDash app measures the amount of time you use your device each night. The more, the better. The maximum score is attained with seven hours of using your device. 70% of your score is based on your usage hours.

2. Mask Leak

If your mask does not seal properly, it can impact the effectiveness of your treatment. The better your mask fits and seals, the higher your score. 20% of your score is based on the quality of your mask seal.

3. Taking your Mask Off and On

The fewer times you need to take your mask off during the night, the more effective your treatment and the better your sleep.  5% of your sleep score is based on how many times you take your mask off and on during the night.

 4. AHI

CPAP therapy helps control apneas and hypopnea breathing events. The fewer breathing events you have at night, the higher your score. 5% of your score is based on how many breathing events you have while you sleep.
What does "AHI" mean?

AHI Score in Adults

Severity Level of OSA

5-14

Mild

15-29

Moderate

30 or higher

Severe

https://www.sleepfoundation.org/sleep-apnea/ahi

AHI stands for Apnea Hypopnea Index.

The AHI is a diagnostic tool that tells you the average number of times your breathing either partially or fully stops per hour of sleep. 

Three key pieces of information inform the AHI score:

  • Number of apneas: An apnea is a total or near total lapse in breathing, indicated by a reduction in airflow of 90% for at least 10 seconds.
  • Number of hypopneas: A hypopnea is a partial reduction in breathing. While there are variations in how sleep labs define hypopneas, they typically last for at least 10 seconds and involve at least a 30% drop in airflow.
  • Total sleep time: Total sleep time reflects the amount of time spent in a state of low responsiveness, minimal movement, and limited metabolic activity.

 

The AHI is calculated by adding the total amount of apneas and hypopneas during the study and dividing that number by total sleep time. This produces a single number that shows how frequently, on average, you experience breathing disruptions during sleep.

What do AHI Readings Mean?
What should I do if I usually have a low score?

A low sleep score may help identify issues with your sleep apnea therapy.

The key factors to improving your sleep score are:

  • Get more than 7 hours of therapy per night
  • Ensure you have a proper fitting of your mask and that the system has no air leaks from the device to the mask
  • Try not to get up during the night unless necessary
  • Ensure that your therapy settings are adequate to control your sleep apnea. If your AHI is not below a 5, we recommend that you talk with your doctor

If you are still experience low sleep scores, contact Transcend Customer Support: support@mytranscend.com
Where are the MySleepScore details?

The MySleepDash dashboard will display your sleep score.  Tapping on your score will bring you to a bar graph of that score over a given time period.
Missing Data
I received a new device and updated my serial number. Why don't I see data?

Data for your new device is not available until the first night after you update your serial number and device number and use your device.

If you already used your device for the first night but you don’t see data, first try resyncing the data. 

If that does not work, check that:

  • Your CPAP device is turned on and plugged into power
  • Bluetooth is enabled on your CPAP device
  • You have a good WIFI or cellular signal on your phone

The serial number in MySleepDash matches what is on the bottom of your device.
It says my device wasn't used last night, but I know I used it.

First try resyncing the data. 

If that does not work, check that:

  • Your CPAP device is turned on and plugged into power
  • Bluetooth is enabled on your CPAP device
  • You have a good WIFI or cellular signal on your phone

The serial number in MySleepDash matches what is on the bottom of your device.
My score is not available. What can I do?

First try resyncing the data. 

If that does not work, check that:

  • Your CPAP device is turned on and plugged into power
  • Bluetooth is enabled on your CPAP device
  • You have a good WIFI or cellular signal on your phone

The serial number in MySleepDash matches what is on the bottom of your device.
What happens if I use my CPAP device for multiple sessions in a day?

Your sleep will be combined into the time period of the app that is shown.  For example, if you are looking at the last 24 hours and have 3 sessions of 3 hours, those will be combined and displayed as 9 hours.
Why can't I see my data from previous sleep sessions?

Ensure that you have a good WIFI or cellular signal on your phone. If the data is still not showing, resync the device.
Data
Can I still use MySleepDash when I travel?

You can access your account from any places that you travel to as long as you are connected to the internet.
How can I send my data to my doctor or healthcare provider?

Navigate to the Summary Report page.  Select the time period you want to send.  From here you have two choices:

  1. Click the share icon and select your preferred email.  You can then enter your providers email address to send them an emailed PDF of your compliance summary.
  2. Click the download icon. This will download a PDF of your compliance summary to your phone to either email or print as you need.
How long does my device store data for?

Your CPAP can typically store 6-12 months of data depending on usage.  We recommend downloading your data every three months to ensure nothing is lost.
When does my device send my data?

Your device will send data to your MySleepDash when you are actively syncing the device.  This can be set to auto-occur when you open the device or you can manually sync by navigating to My Account and selecting the Sync Device option.
Security
Can Transcend see my therapy data if I use MySleepDash?

Only authorized users at Transcend can access your data. Transcend handles all your therapy data with care. To learn more, review the Terms of Use and Privacy Notice.
How do you protect my privacy?

The protection of your privacy is important to Transcend. Read our Privacy Policy to learn more about how we handle and protect your data.

Treatment

Therapy
Can I receive CPAP therapy off the grid?

Yes!  You can use Transcend batteries to power your device for multiple nights while away from a power source. Please chat with a Transcend representative to determine which battery is right for your needs.
Do Transcend devices provide the same level of therapy as a home CPAP unit?

Yes.  Our device is FDA-cleared to treat apnea the same as your typical home CPAP device.
How many hours should I be sleeping?

It is recommended that adults get 7-9 hours of sleep per night. Please consult your physician if you have any concerns about your sleep.
When should drying mode be used?

We recommend using drying mode at the end of each therapy session to dry the attached air hose and accessories.
Comfort
I have a cold. Should I keep using my CPAP device?

Having a cold can make using CPAP therapy difficult due to nasal congestion or blockage.

In most cases, you can keep using your CPAP device if you can clear your nose or if you already use a mask that covers both your nose and mouth. Sometimes medication such as over-the-counter saline spray can help clear a stuffy nose.

However, if you have an acute upper respiratory tract infection, you may need to temporarily stop treatment. Please consult your prescribing physician when using medication or if you have any treatment-related questions.
Is my mask making more noise than it should?

Some increase in noise is normal as your air pressure increases.

If you are experiencing excessive noise, check over all your CPAP equipment to find where it is coming from. The noise might be the result of mask leak, but it can also come from elsewhere in your system. It’s important to make sure that the vent holes on your mask are kept clear.
My device is too loud. What should I do?

Travel devices due to their size are may be louder or sound differently than home CPAP devices.  However, there are steps you can take:

  1. Ensure there are no leaks in the system as this will cause the device to work harder and increase the volume
  2. Turn the AirRelief feature as low as comfortable
  3. Use a Transcend WhisperSoft muffler

If you have the option, try a different mask
What can I do about dry mouth when using my non-humidified CPAP device?

To combat dry mouth, we offer the Transcend AirMist.  The Transcend AirMist is a Heat Moisture Exchanger (HME) that uses the humidity in your breath and the surrounding are to provide pass over humidification during CPAP therapy.
What happens if I miss a night of therapy?

If you don’t use your CPAP therapy, your sleep apnea and its symptoms return immediately. CPAP treatment is prescribed by a physician and should be used according to your prescription. Please consult with your physician for any treatment-related questions.
Why did I wake up last night feeling like I was getting too little or too much air?

Waking up feeling like there is not enough or too much air while using a CPAP can be due to mask or mouth leak, or may indicate that your air pressure settings need review or adjustment. Try adjusting your mask to help with mask leak, or contact your equipment provider or physician to discuss your mask and CPAP pressure settings.
Side Effects
What can I do if I'm experiencing adverse effects?

You should report unusual chest pain, severe headache or increased breathlessness to your prescribing physician.  An acute upper respiratory tract infection may require temporary discontinuation of treatment.

 The following common side effects have been reported by users of airway delivery devices during CPAP therapy:

  • congestion or mucus in the throat
  • sneezing or cough
  • bloating
  • nocturnal wakening
  • feelings of claustrophobia
  • burn
  • irritation/dryness of the mouth, nose or throat
Additional Support
Can I talk to someone on the phone for additional help?

If you need additional support with your CPAP treatment, please contact customer service at 866-978-9481 or by email at customersupport@mytranscend.com

Equipment

My CPAP Device
Do Transcend devices collect compliance data?

Yes.  Transcend devices collect and store compliance data for 6-12 months depending on usage. Once uploaded to the app, you can view your compliance data by navigating to the Report section of the MySleepDash app. The app will store all your compliance data, and users should sync data regularly to ensure no loss of compliance information.
How do I change my CPAP device settings?

CPAP pressure settings are prescribed by your physician and can only be changed by a physician, a durable medical equipment supplier or Transcend.  You will need to contact the appropriate party to facilitate these changes.

If you are looking to change your comfort settings, you can change them using the settings screen in the MySleepDash app.  These include GentileRise ramp feature and the AirRelief pressure feature.
How often should I run the drying cycle?

We recommend using drying mode at the end of each therapy session to dry the attached air hose and accessories.
My CPAP device has flashing lights or error codes listed. What should I do?

In the MySleepDash app, navigate to Support > Troubleshooting.  Attempt the basic troubleshooting provided for your issue.  If this does not fix your problem, tap “Report an Issue to Transcend Customer Support”, fill in a basic description of your issue and click “Send”.
My pressure feels lower than it used to. Why?

Some patients feel that the pressure is lower once they adjust to therapy. Also, changes to your overall health may affect the pressure needed for effective treatment. Your Transcend device (unless set to a fixed pressure) will monitor your sleep during the night and adjust the pressure to ensure you receive the best outcome.

 If you have a concern about your CPAP treatment, please contact your physician or customer service.
What features do Transcend CPAPs have?

Transcend CPAPs have the majority (if not all) the same features as your typical home devices.  These include:

  • GentleRise Ramp – Slowly increase pressure over a set period for user to fall asleep
  • AirRelief pressure adjustments – Adjust pressure on exhalation to make it easier when breathing out
  • Leak compensation – Device adjusts automatically as it detects leak to keep pressure static
  • Altitude adjustments – Device adjusts automatically to keep pressure static at various altitudes
  • Auto-Start (Micro only) – Device starts upon inspiration
  • Auto-Off – Device shuts off when the mask is removed
  • Drying Mode – Cycle ran after therapy to dry hose and mask
  • Bluetooth capabilities – Capable of connecting to Android and iOS devices through MySleepDash
Where can I find my pressure and other device settings?

In the MySleepDash app, navigate to the Settings screen from the bottom icons.
My Power Options
Can I charge the battery pack while it is connected to my Transcend CPAP?

Yes, the Transcend battery can be recharged with the AC power supply while you are using your Transcend CPAP.
Do I need to charge the battery pack before I use it for the first time?

Yes, make sure the Transcend battery is fully charged before using it with your Transcend device for the first time. Please refer to the battery user manual for initial use, care and storage instructions.
How long will a battery power my Transcend CPAP?

How long your battery will last depends on a variety of factors including charge of the battery, pressure settings, mask leak rate, altitude and tidal volume. The P8, P10 and Micro PowerAway batteries will all run for up to two nights*

*Humidification on the 365 will lower the battery capacity to one night
How should I store my battery?

Summary Table

Factor

Ideal

Acceptable

Avoid

Charge

50%

40–60%

<20% or >80%

Temperature

10–15°C/50-59°F

15–25°C/50-77°F

<0°C/32°F or >45°C/113°F

Humidity

45–75% Relative Humidity

35–80% Relative Humidity

>85% Relative Humidity

Duration check

Every 3 months

—

>6 months unmonitored

Practical Tips

  • Top up to ~50% every 3–6 months to counter self-discharge (~1–2%/month)
  • Avoid storing in a hot car or garage in summer — this does more damage than almost anything else
  • For Transcend batteries to reach the 40-60% charge range:
  • P8: Charging time from full depletion is ~3 hoursP10: Charge until two or three LED indicators are lit
  • PowerAway: Charge until two LED indicators are lit
  • PowerAway P8: the charging time to get to 40-50% when the battery is depleted is 3 hours. 
  • PowerAway P10: Charge until two LED indicators are lit
  • Micro PowerAway: Charge until shortly after one LED indicator is lit
What power options are available?

Transcend offers a variety of batteries for our CPAP devices:

  • Transcend PowerAway P8 – Compatible with the Transcend 3 and Transcend Micro
  • Transcend PowerAway P10 – Compatible with the Transcend 3 and Transcend 365
  • Transcend Micro PowerAway – Compatible with the Transcend Micro and Transcend Micro 510
My Mask
How can I know if my mask is leaking?

When reviewing your MySleepDash score this will be listed as Mask Leak.  You can also find this information on your Summary report listed as Average Leak.
I have a beard. How can I get a better mask fit?

Many men with beards prefer a full-face mask, while others find a nasal pillows mask to be the most comfortable. Please consult your equipment provider for tips on selecting the best mask for you.
What masks can be used with Transcend CPAPs?

Transcend CPAPs are compatible with any CPAP mask on the market that uses a standard 22mm hose connection. Both slimline (15mm) and standard (19mm) hose will work.
When I get up to go to the bathroom, should I turn my device off or leave it running?

You can turn your CPAP device off if you need to get up to use the bathroom. Restarting your CPAP device can reset the ramp feature, making it more comfortable for you to fall back asleep.
Why does my mask leak in front?

When you breathe out, you exhale carbon dioxide, which must be removed so that you don’t rebreathe it in. Your mask has a vent that releases the exhaled air, which you might feel as a light flow of air.

Airflow may also be caused by a mask leak from the top, bottom or sides of the mask. If your mask is leaking, try adjusting your mask to help with mask leak, or contact your equipment provider or physician to discuss your mask fit.
Cleaning and Replacement
How do I clean my mask, tubing and CPAP?

Follow the manufacturer’s instructions on cleaning your mask.  Your tubing can be cleaned with a 5% solution of mild liquid detergent and distilled water.  See device user manual for more details.

Transcend CPAP devices are generally maintenance-free devices. However, it’s important to keep them clean to ensure maximum efficiency and durability. 

 Cleaning the Unit

Follow these instructions to clean the exterior of the Transcend CPAP: 

  • Mix a solution of 5% mild liquid detergent in distilled water
  • Wipe the exterior of the device with the mixture
  • Wipe the device with distilled water to remove washing solution
  • Dry with a clean, lint-free cloth
  • See device user manual for more details.

 When cleaning:

  • Unplug the CPAP device before cleaning
  • Do not submerge the CPAP or power supply in liquid
  • Prevent water from entering any openings of the device
  • Do not use harsh or abrasive cleaning agents to clean the device or any components
  • Do not attempt to sterilize the CPAP device

Do not place cleaning materials, such as a cloth or liquid, into the device air inlet or air outlet connector
How do I order supplies and/or accessories?

Visit www.mytranscend.com or contact your durable medical equipment supplier.
How often should I change my filter?

Visual inspection is the key to determining disposable filter life. Typically, you should change your filter every three months, but if your environment is particularly humid or dusty, the disposable filter won’t last as long.
How often should I change my HME cartridges and HME adapter?

Your HME adapter should be changed according to the table below.  The cartridge is good for 3-7 days once opened and cannot be cleaned.  Discard old cartridges and replace.

 

Accessory

Periodic Cleaning Cycle

Product Service Life

AirFlex Hose

Weekly

3 Months

WhisperSoft Muffler

Weekly

3 Months

AirMist HME Adapter

Weekly

3 Months
How often should I change my hose and muffler?

Accessory

Periodic Cleaning Cycle

Product Service Life

AirFlex Hose

Weekly

3 Months

WhisperSoft Muffler

Weekly

3 Months

AirMist HME Adapter

Weekly

3 Months

TransFlex™ Hose

Weekly

3 Months
How often should I replace my headgear?

You may need to replace your headgear if it becomes stretched or loses its elasticity, leading to overtightening and discomfort. Taking good care of your mask is an important step toward optimal performance. See your mask user guide for specific guidelines on inspecting and replacing your headgear.
How often should I replace my mask cushion?

The life of a mask cushion depends on various factors such as how much you use it, how often you clean it, and the oil from your skin. We highly recommend inspecting your mask according to the cleaning and maintenance routine outlined in your mask user guide. The user guide supplied with your mask contains guidelines to help you inspect, assess and replace your supplies. Check for small tears or pinholes and anything else that might cause a leak.

 Because the timing and reasons for replacing your mask cushion greatly depend on your mask, it’s important to reference your mask user guide for specific details.
Additional Support
Can I talk to someone on the phone for additional help?

If you need additional support with your CPAP treatment, please contact customer service at 866-978-9481 or by email at customersupport@mytranscend.com
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