Sterra Mars True HEPA-13 Air Purifier

My Sterra Mars Air Purifier's ring light is on steady red

A red light indicates poor air quality and should switch to blue once the air quality improves. To test if it is the air quality, please try using the unit in a different location and see if the ring light remains red for an hour or more. A red light

My Sterra Mars Air Purifier's ring light is blinking red

The blinking red light could mean either the new filter hasn't been detected by the unit or the current filter is already used up and needs to be replaced. IF THE FILTER HAS BEEN CHANGED WITHIN 30 DAYS. IF THE FILTER HAS NOT BEEN CHANGED FOR MORE THA

My Sterra Mars Air Purifier is not turning on

This could be because of a problem with the unit's circuit board. Please take a video (30 seconds to 1 minute) clearly showing the issue. Once done, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login and s

My Sterra Mars Air Purifier has no air coming out even if it's turned on

This could be due to an issue with the unit's fan motor. Please take a video (30 seconds to 1 minute) clearly showing that no air is coming out from the outlet fan area. Once done, please get in touch with our customer support team at https://support

Light Indicator on my Sterra Mars Air Purifier is not working

STEP 1: Do a powercycle by turning the air purifier off for 15 seconds, 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 persis

My Sterra Mars Air Purifier is causing a power trip

My Sterra Mars Air Purifier cannot turn on/off the unit, need to unplug to turn it 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

My Sterra Mars 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 hours. STEP 2. If the filter light is red, make sure that the filter cover is fitted properly. STEP 3: Try using a different power socke

My Sterra Mars 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

My Sterra Mars Air Purifier's Smart life app shows filter at 0%

STEP 1: Reset the filter using the Smart Life App. STEP 2: If the issue persists, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login. We are here to assist you in resolving any issues. Thank you!

My Sterra Mars Air Purifier's 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

Smoke coming out / Burning smell from my Sterra Mars Air Purifier

STEP 1: Stop using the unit. STEP 2: Please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login. We are here to assist you in resolving any issues.

My Sterra Mars Air Purifier's Wifi light is blinking and cannot be switched off

This is not a defectThe WiFi light will begin blinking if the "Timer Button" is pressed and held for 5 seconds. The blinking indicates either that the device is connected to WiFi or is attempting to connect. Once the "Timer Button" is held for 5 seco