How Can We Help?
Applicable to 2.15 and above firmware
Starting from firmware 2.15, temperature setting will now represented in % in 10% step (10-100%). This changes reflect more accurately on how the Prime works (see explanation for 2.12 and below).

Applicable to 2.12 Firmware
Starting from firmware 2.12, Prime run-time session will only display the set temperature figure for the session, instead of real-time temperature as in earlier firmware. This article gives a short explanation on the working of the Hybrid heat management system

Temperature Management
Prime Hybrid allows you to specify a temperature range from 32c to 45c, i.e., 14 levels of heat intensity. The fact is, there is no thermostat embedded in the mattress to measure the desired heat level due to the nature of product design, heat distribution and actual heat reaction with the body. FIR resonate with the water molecules inside our body. So more water, more heat is absorbed and you may feel warmer at the part where there is more water concentration. The “real-time” temperature display in earlier firmware version was rather misleading in nature, hence it is removed from the latest user interface.
What the setting does is to tell the Prime unit what kind of heat intensity (current) to deliver to the mat, to heat up the heating element to achieve the desired temperature level. In other words, depending on the operating environment i.e. ambient temperature, humidity, body contact area, the intensity of heat felt will be different. It will not be the same as what is set in the session parameter. For instance, if you set 40c, but actual heat felt may be 42c or 38c.
A more proper way to look at temperature setting in Hybrid mat will be the heat level.
32c – level 1 (lowest setting)
33c – level 2
:
45c – level 14 (highest setting)
As a safety feature, the Hybrid Mat in-built circuitry will have a circuit breaker to cut off the power supply if it gets overheated.
Infrared vs Surface Heating
Another common feedback from Hybrid users is they don’t feel the heat from the mat. The mechanism of infrared heating is different from conductive heating. Prime is using infrared heating (think inductive or microwave cooking vs a toaster oven). Measuring heat (or trying to feel the heat) at the heating element will usually resulted in lower temperature as compared to the “heated” target (i.e. your body). The diagram below shows the differences in temperature when you measure it on surface (i.e. conductive measurement) vs infrared thermometer measurement.


Hence to accurately check if the Hybrid Mat is working, always use an infrared thermometer to check the temperature at various point of the mat.
