Urgent Medical Device Correction 

WHILL, Inc. 

WHILL Model C2 / Model F 

Phase II – Firmware Upgrade Ready 

Subject: FDA-cleared firmware updates (version 3.00 for Model C2 and version 3.01 for Model F). 

Date: June 29, 2026 

Dear WHILL Customer, 

The purpose of this letter is to advise you that WHILL, Inc. has received 510(k) clearance (premarket notification number K261175) for its firmware upgrade solution to enhance the security of the Bluetooth (BLE advertising) connection in WHILL Models C2 and F. This letter also outlines Phase II activities for deployment of this firmware upgrade. 

Reason for the Phase II Action: 

FDA-cleared firmware updates (version 3.00 for Model C2 and version 3.01 for Model F) and smartphone app updates will be distributed to all affected devices. These updates restore secure, encrypted Bluetooth connectivity and functionality, enhancing the security of the Bluetooth Low Energy (BLE) advertising connection. 

What we recommend you do now: 

In order to safely operate the WHILL Model C2 and Model F wheelchairs, the user must update the firmware to the corrected version (3.00 for Model C2 and 3.01 for Model F).  

The WHILL app is required to perform the firmware update. If you have the app installed on your smartphone or tablet, proceed to Options 1 or 2 below. 

If you do not have the WHILL app on your smartphone or tablet, please follow the instructions below to download and install the official WHILL app before proceeding. 

Download and install the official WHILL app:  

• iPhone/iPad (iOS):  

• Open the App Store. 

• Tap Search and type: WHILL 

• Find the official WHILL app (publisher: WHILL, Inc. or WHILL Co., Ltd.) and tap Get / Install. 

• Open the app and sign in or create an account. 

• Android:  

• Open Google Play Store 

• Tap Search and type: WHILL 

• Find the official WHILL app (publisher: WHILL, Inc. or WHILL Co., Ltd.) and tap Get / Install. 

• Open the app and sign in or create an account. 

• Enable Bluetooth on your phone or tablet. 

• Add your device by scanning the QR code or entering the Device ID and App Password. To locate your app login label: 

• Model F: the label was provided in the bag that contained the user manual. 

• Model C2: the label is taped to the seat pan beneath the seat cushion. 

• If you cannot locate the label, contact customer support and have your device serial number ready. 

• Model F serial number: remove the battery; the serial is located on the battery frame closest to the footrest.  It begins with FA or FB.   

• Model C2 serial number: located on the seat pan beneath the seat cushion.  It begins with CA or CB. 

• Verify Bluetooth connectivity. 

• If you can connect to your device, proceed to Option 1 to update the firmware. 

• If you cannot connect to your device, complete Option 2. 

Select the option below that best describes your situation: 

Option 1: The WHILL app can connect to the device. 

Option 2: The WHILL app does not connect to the device. 

Option 1: The WHILL app can connect to the device. 

1. Confirm you have a strong Wi‑Fi or cellular connection. 

2. Open the WHILL app and connect to your Model C2 or Model F. 

3. Update the Firmware  

• Go to Settings and select “Detailed Information.” 

• Scroll down and select “Confirm Firmware Update.” 

• Follow the on‑screen prompts. While performing the firmware update, keep your phone near the device and do not close the app or turn off the device. The firmware update may require up to 20 minutes to process. 

4. Verify the firmware is updated to:  

• Model C2: Version 3.00 

• Model F: Version 3.01 

Option 2: The WHILL app does not connect to the device. 

1. Re-enable Bluetooth connectivity on your Model C2/F:  

• Remove the battery from your Model C2 or Model F. 

• Wait 10 seconds to allow the device electronics to reset. 

• Reinsert the battery. 

• Press and hold the + and – buttons on the joystick controller. 

• While continuing to hold the + and −, press the Power button. 

• Use the + and − buttons to scroll through the menu options until B1 appears on the screen. 

• B0 = Bluetooth Off 

• B1 = Bluetooth On 

• Press the Horn button to select B1. 

• Confirm OK appears on the display. 

• Press the Power button to complete the process. 

• Open the WHILL app on your smartphone/tablet to verify Bluetooth connectivity. 

Step-by-step video instructions are available here. 

2. Confirm you have a strong Wi‑Fi or cellular connection. 

3. Open the WHILL app and verify Bluetooth connectivity. 

4. Update the Firmware  

• Go to Settings and select “Detailed Information.” 

• Scroll down and select “Confirm Firmware Update.” 

• Follow the on‑screen prompts. While performing the firmware update, keep your phone near the device and do not close the app or turn off the device. The firmware update may require up to 20 minutes to process. 

5. Verify the firmware is updated to:  

• Model C2: Version 3.00 

• Model F: Version 3.01 

What this means for you after the firmware update is successfully completed 

• Bluetooth will remain enabled after installing the 510k cleared firmware upgrade solution to enhance the security of the Bluetooth (BLE advertising) connection in WHILL Models C2 and F (firmware update 3.00 for Model C2 and 3.01 for Model F). Bluetooth dependent features (app connection, remote control via Bluetooth, WHILL Smart Key, etc.) will be available.    

• Note: If you do not perform the recommended firmware update, the potential Bluetooth vulnerability will remain. Your chair will continue operating normally, including Bluetooth connectivity. 

Next steps from WHILL 

FDA cleared firmware (3.00 for Model C2 and 3.01 for Model F) and smartphone app updates to restore secure, encrypted Bluetooth connectivity and functionality, will be distributed to all devices.  

Questions or need assistance? 

• Email: support.us@whill.inc 

• Phone: 844-699-4455 

We apologize for any inconvenience and appreciate your patience as we take these precautionary steps to protect your safety and privacy. 

Sincerely, 

WHILL Safety & Regulatory Team 

Note: Adverse reactions or quality problems experienced with the use of this product may be reported to MedWatch: The FDA Safety Information and Adverse Event Reporting Program as follows: 

• Online: By completing and submitting the report online at: www.fda.gov/medwatch/report. 

• Regular mail or fax: Download the form from www.fda.gov/MedWatch/getforms.htm or call 800-332-1088 to request a reporting form, then complete and mail it to the address on the pre-addressed form or submit by fax to 800-332-0178.