Sterra Breeze True HEPA-13 Air Purifier

The air quality reading reads very high (999)

STEP 1: Do a powercycle by turning the machine off. STEP 2: To remove the filter and vacuum the air filter sensor. STEP 3: Check the filter usage using the Smart Life App if it has been used up. if the filter has been used up, change the filter. STEP

The air purifier cannot be turned on or off, and needs to be unplugged to be turned off.

STEP 1: Switch off the unit via app. STEP 2. If used 24/7, check if the body is warm. If the body is warm, turn it off and let it rest for at least 2 hours. STEP 3. If the issue persists, please take a video (30 seconds to 1 minute) clearly showing t

The air purifier has no power.

STEP 1: If used 24/7, check if the body is warm. If the body is warm, turn it off and let it rest for at least 2 hoursSTEP 2. If the filter light is red, make sure that the filter cover is fitted properly STEP 3: Try using a different power socket a

The air purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

STEP 1: Check if the customer removed the plastic cover of the filter, if not, need to removeSTEP 2: Do a visual check whether any foreign objects/insects are stuck inside STEP 3. Remove the filter and turn it upside down, shake it to see if any fore

Smart life app shows filter at 0%

STEP 1: Reset the filter using the Smart Life App. STEP 2: If the issue persists, please take a video (30 seconds to 1 minute) clearly showing the back of the unit. Once done, please get in touch with our customer support team at https://support.ster

The filter light indicator keeps on blinking.

IF USING THE SMART LIFE APPSTEP 1: Connect the device with the app to easily determine the filter hours cycle countSTEP 2 Check how long the product has been usedSTEP 3. If used for more than 2,200 hours, then need to change the filtersSTEP 4: If use

My air purifier is having causing a power trip

STEP 1: Do a powercycle by turning the air purifier off and then turning it on again.STEP 2: Try putting the air purifier in a different location and a different power socketSTEP 3. Turn the unit off and on again. If the issue persists, please take

The air purifier is not releasing any air

STEP 1: Do a powercycle by turning the unit off and then turning it on again. STEP 2: Transfer the unit to a different locationSTEP 3. Turn the unit off and on again If the issue persists, please take a video (30 seconds to 1 minute) clearly showing

LED display having issues

The 3 pin adapter is damaged

Please take a video (30 seconds to 1 minute) clearly showing the damage to the adapter. Once done, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login and send the video for further help. We are here to ass

Mode button cannot be switched to other modes other than the silent mode

My air purifier has scratches or cosmetic defects upon delivery

Your satisfaction is guaranteed within 15 days from installation. Please take a video (30 seconds to 1 minute) clearly showing the defects. Once done, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login and

Smoke coming out / Burning smell

STEP 1: Stop using the unit. STEP 2: Once done, please take a video (30 seconds to 1 minute) clearly showing the back of the unit. Once done, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login and send the

The filter cover stuck

STEP 1: Remove the filter cover and press the switch from a different angle until it returns to its normal position. STEP 2: Reattach the filter cover.

Cut/damaged power chord

STEP 1: Do not use the machine. STEP 2: Please take a video (30 seconds to 1 minute) clearly showing the back of the unit. Once done, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login and send the video f