Frequently Asked Questions
Below you will find frequently asked questions about Transcend devices, software and therapy.
Basics
MySleepDash is an 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
- 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
The Transcend Micro works seamlessly with MySleepDash. The Transcend 3 and 365 require a Bluetooth dongle that is sold separately.
MySleepDash is designed to work with Android 10 or newer and iOS 10 or newer devices.
Yes. MySleepDash is designed to work specifically with the Transcend line of CPAP devices.
MySleepDash Registration
Check your spam or junk folder for the registration email. If nothing is found, please contact Transcend customer support – support@mytranscend.com
Your username is the email address you used when you registered. If you do not remember, please contact Transcend customer support – support@mytranscend.com.
No. MySleepDash supports only one CPAP device per email account.
Login
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
Ensure that you are using the correct email address and password. Reset your password if the issue persists.
On the login page of the MySleepDash app, tap “Forgot Password?”. Enter your email and enter the 4-digit code that you receive. Finally choose a new password and click submit.
Your username is the email address you used when you registered. If you do not remember, please contact Transcend customer support – support@mytranscend.com
Navigate to My Account > Select De-register 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.
Notification Preferences
Navigate to My Account > Manage Profile
Under my account you can turn notifications on and off by adjusting the toggle.
MySleepScore
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?
AHI Score in Adults | Severity Level of OSA |
5-14 | Mild |
15-29 | Moderate |
30 or higher | Severe |
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.
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.
- 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.
- 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.
- 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.
- 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.
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
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 service – support@mytranscend.com
Missing 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
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
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
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.
Ensure that you have a good WIFI or cellular signal on your phone. If the data is still not showing, resync the device.
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.
You can access your account from any places that you travel to as long as you are connected to the internet.
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.
Navigate to the Summary Report page. Select the time period you want to send. From here you have two choices:
- 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.
Click the download icon. This will download a PDF of your compliance summary to your phone to either email or print as you need.
Security
The protection of your privacy is important to Transcend. Read our Privacy Notice to learn more about how we handle and protect your data.
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.
Therapy
Yes. Our device is FDA approved to treat apnea the same as your typical home CPAP device.
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.
We recommend using drying mode at the end of each therapy session to dry the attached air hose and accessories.
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.
Travelling with a CPAP
- At least two weeks prior to traveling, get clearance from the airline to use your device on a flight (if clearance is needed and your approval is in the form of a letter, carry a copy with you)
- Arrange to sit near a power source on the aircraft, or use an approved Transcend battery
- Carry a letter from your doctor certifying your need for positive airway pressure therapy
- Take a copy of Transcend’s FAA compliance letter for Transcend devices, found HERE
- Confirm the type of power cord or adapter used by the aircraft and for the country you’re traveling to. Adaptors can be bought from most electronics and travel stores, as well as in airports.
*Note that certain airlines require a battery to operate a CPAP device and do not allow the onboard electrical outlets to be used with CPAP devices.
Yes. Transcend CPAPs are designed to work wherever life takes you. Using an adapter and your Transcend power supply, you can safely use your device throughout the world.
Comfort
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.
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.
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.
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.
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.
Travel devices due to their size are may be louder or sound differently than home CPAP devices. However, there are steps you can take:
- Ensure there are no leaks in the system as this will cause the device to work harder and increase the volume
- Turn the AirRelief feature as low as comfortable
- Use a Transcend WhisperSoft muffler
If you have the option, try a different mask
Side 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
If you need additional support with your CPAP treatment, please contact customer service at 866-978-9481 or by email at support@mytranscend.com.
My CPAP Device
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
Yes. Transcend devices collect and store compliance data from 6-12 months depending on usage. You can view your compliance data by navigating to the Report section of the MySleepDash app.
In the MySleepDash app, navigate to the Settings screen from the bottom icons.
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”.
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.
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.
We recommend using drying mode at the end of each therapy session to dry the attached air hose and accessories
Travel devices due to their size are may be louder or sound differently than home CPAP devices. However, there are steps you can take:
- Ensure there are no leaks in the system as this will cause the device to work harder and increase the volume
- Turn the AirRelief feature as low as comfortable
- Use a Transcend WhisperSoft muffler
If you have the option, try a different mask
My Power Options
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
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 batteries will all run for up to two nights*
*Humidification on the 365 will lower the battery capacity to one night
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.
Yes, the Transcend battery can be recharged with the AC power supply while you are using your Transcend CPAP.
For long term storage, which is any duration of time greater than three months, the battery should be:
- Stored at a temperature above -20C/-4F but below 20C/68F.
- Stored in a dry location with a relative humidity below 70%.
- Stored with a 30-40% charge.
- PowerAway P8: the charging time to get to 30% when the battery is depleted is 2 hours.
- PowerAway P10: Charge until two LED indicators are lit
- Micro PowerAway: Charge until shortly after one LED indicator is lit
My Mask
Transcend CPAPs are compatible with any CPAP mask on the market that uses a standard 19mm hose connection.
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.
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.
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.
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.
Cleaning and Replacement
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
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.
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.
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.
Accessory | Periodic Cleaning Cycle | Product Service Life |
AirFlex Hose | Weekly | 3 Months |
WhisperSoft Muffler | Weekly | 3 Months |
AirMist HME Adapter | Weekly | 3 Months |
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 |
Visit www.mytranscend.com or contact your durable medical equipment supplier.
Additional Support
If you need additional support with your CPAP treatment, please contact customer service at 866-978-9481 or by email at support@mytranscend.com.
