Voluntary Safety Notice

URGENT MEDICAL DEVICE CORRECTION

WHILL, Inc.

WHILL Model C2 / Model F

Subject: Voluntary Safety Notice — Temporary Bluetooth Disablement for WHILL Model C2 and Model F (No Exploitation Reported). WHILL’s commercial autonomous services are not impacted.

Date: March 23, 2026

Dear WHILL Customer,

Out of an abundance of caution and in coordination with the U.S. Food and Drug Administration (FDA), WHILL is issuing a voluntary correction/safety notice regarding a potential Bluetooth vulnerability identified in certain WHILL Model C2 and Model F powerchairs. There have been no reported cases of exploitation, injuries, or harm related to this issue.

Reason for the Voluntary Recall:

A vulnerability in Bluetooth (Bluetooth Low Energy) communication was identified by a researcher when the device was used in conjunction with a smartphone application. Due to this vulnerability, application functions such as remote control, speed profile configuration, and firmware updates could potentially be accessed or controlled by an unintended person. A failure resulting from such unauthorized access could potentially lead to serious injury or death.

Although no complaints, nonconformities, or adverse events have been reported to date, the manufacturer, WHILL, Inc., has decided to implement corrective actions for all devices in distribution.

Possible Risks to Health

If the device were to be compromised in certain situations, such as in proximity to stairs, a cliff, or on a public roadway, the device, whether occupied or unoccupied, could potentially be operated with unintended behavior by an unauthorized third party at an unintended time. Such a failure could potentially result in serious injury or death.

How to Recognize That the Device May Fail

The device may exhibit unintended behavior, such as unintended changes in direction, acceleration, or speed.

What we recommend you do now:

1. If you currently use the WHILL app, connect to your device and confirm your preferred drive mode setting now (Eco, Standard, or Sport), then proceed to step 4 below.
   
2. If you do not currently use the WHILL app, download and sign in to the official WHILL app on your smartphone or tablet so you can connect to your device and perform the firmware update:
   
   • 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 ‘Install’.
     • Open the app and sign in or create an account.
       
3. Make sure that your phone or tablet settings have Bluetooth enabled. Add your device(s) to the app by scanning the QR code on your chair or entering your device ID and App Password. To locate your App Password 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 sticker, call 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.
       
4. Firmware update
   
   • First confirm that you have a strong cellular or Wi-Fi data connection.
     
   • Open the WHILL app. 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.
     

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

• Bluetooth is disabled on your device. Bluetooth dependent features (app connection, remote control via Bluetooth, WHILL Smart Key, etc.) will be unavailable.
  
• Core driving and safety functions of your wheelchair will remain fully operational. 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

We are submitting a Bluetooth software fix to the FDA for approval. Once this fix is approved by the FDA, we will re-instate Bluetooth connectivity and features. We will provide updates as they become available.

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.