Thank you for sharing your experience with us. We can understand how frustrating and somewhat alarming it can be to find residue of any kind coming from your toothbrush. Safety is at the heart of everything we do, and we have many quality checks to ensure all products are of the highest quality. Please know that there’s nothing in our toothbrush components that would cause mold. Mold requires organic material to grow, which isn’t present in our brushes. Buildup can occur from regular use, even after rinsing, as water and toothpaste can harden over time on the brush head and handle. Depending on your toothpaste and water hardness, it can sometimes leave a residue that varies in color. Though you may already do so, we recommend keeping the toothbrush (without the brush head) switched on while rinsing, as it helps push water through the little openings to achieve the best clean and help minimize residue. With consistent cleaning of your brush, it'll continue to help minimize residue buildup. We want to gather more info so we can help further, and invite you to call us at (800) 566-7252.

Thank you for taking the time to share this with us. We understand that seeing buildup on your electric toothbrush can be concerning, and we want to assure you that our products undergo many quality checks to ensure you receive them in perfect condition. Even with rinsing after each use, toothpaste can harden over time, creating a chalky coating that may appear black, brown, orange, pink, or grey on the metal shaft, rubber parts, and joints, as well as on the charger. Water and toothpaste can also collect on the brush head and handle, leaving a residue that varies in color depending on the type of toothpaste and water hardness. Rest assured, this buildup is not harmful and can be easily removed. We recommend rinsing the brush head with the toothbrush on to minimize toothpaste residue. Turn off the brush and remove the head. Clean both parts under running water, then dry them with a soft towel and allow them to air-dry before reassembling. We will share your feedback with our Quality Team. Please contact us at (800) 566-7252 so we can learn more and offer additional cleaning tips for your Oral-B iO 5 Toothbrush.

We’re sorry one of your brushes isn't charging as expected and you've been frustrated with app connection issues. Our products go through many quality checks to ensure they perform reliably. We’d like to provide a few troubleshooting tips you can try. Make sure the power outlet you are using is working as it should, and switched on if it is controlled by a power switch. Also, do not charge the toothbrush on a metal surface since the metal can interfere with the charging process. We also recommend using a different charger if possible ot rule out an issue with the charger. If they’re switched on while charging, they won’t charge correctly. The best thing to do is to put it on the charger for 30 minutes or so, and then try to switch it on. We stand behind our products so be sure to reach out if you need any further help with your brush or with the Oral-B app. Please call 1-800-566-7252 from 9AM -- 6PM EST Monday – Friday.

Dayan, quality is at the heart of what we do, so please know this isn't what we expect to happen with our Series 5. We have a limited 2-year warranty that we'd like to discuss and learn more about how you're storing your brush, how you're using this, and see if we can prevent this in the future. Please call us at (800) 566-7252.