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Sterra SG Help Center logo

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Sterra Massage Chair

The massage wheels stop during use (The product beeps and all icons and buttons on the remote controller flicker and then go out)

STEP 1: Check whether the maximum operating cycle of 15 to 30 minutes of use has been exceededSTEP 2: Check whether the maximum bodyweight capacity is exceeded which is 150 KgSTEP 3: Turn off the power switch from the back, and allow for 60 seconds t

The massage chair cannot tilt, or the foot rest cannot be raised or lowered

STEP 1: Check whether there is enough space around the massage chair  STEP 2: Check whether there is any obstruction in the way of the footrest or the backrest rolling mechanismSTEP 3: If all screen and buttons are flickering and the backrest or the

The massage chair's rollers cannot reach the shoulder or the neck

STEP 1: Make sure that the user's head is properly placed against the backrest during the computer body scan. If not, it may result in an incorrect reading, causing the rollers to start at a lower position causing the massage to be inaccurateSTEP 2:

The left and right massage wheels have different heights (intensities)

This is a normal function of the massage mechanism as it is programmed to massage alternating locations from the right side during certain intervals of the program

The chair is not functioning or massaging

STEP 1: Check the power connection whether it is properly switched on. STEP 2: Check whether a program was selected after turning on. STEP 3: Turn off the power supply and turn it back on after 30 seconds. STEP 4: If the issue persists, please take a

The roller heads are still warm after turning off the heat.

The machine is not damaged because the roller heads heat up it will take some time for the residual heat to dissipate. If the massage heads are mildly warm, the rollers may be admitting heat created by the friction from the massage

The power line or the power plug is abnormally warm to hot

STEP 1: Check whether the maximum operating cycle which is 15~30 minutes has been exceededSTEP 2: Power off, unplug the power cable, and let it cool downSTEP 3. If the issue persists, please take a picture of the back cover with the serial number. On

There are unusual sounds when using the massage chair

This is not a defect. Due to the following functionalities, it is normal to hear some sounds or vibrating feelings:. 1. When the chair extends or retracts you will hear gears moving and clicking2. A rubbing sound will be mildly heard when the massage

The massage chair suddenly stops working

STEP 1: Check whether the power cable is properly connected at the backSTEP 2: Check whether the auto program was used before it stopped workingSTEP 3: Turn off the power supply and turn it back on after 30 secondsSTEP 4: If the issue persists, pleas

The massage chair does not turn on

STEP 1: Check whether the power cable is properly connected at the backSTEP 2: Check whether the panel power button was turned onSTEP 3: Turn off the power supply and turn back on after 30 secondsSTEP 4: If the issue persists, please take a picture o

Cannot restore position after reclined

STEP 1: Check whether there is any item that obstructs the chair movementSTEP 2: Turn off the power supply and turn back on after 30 secondsSTEP 3: If the issue persists, please take a picture of the back cover with the serial number. Once done, plea

The massage feels too strong

Reduce the intensity and speed and try again. If it still feels strong, use an additional blanket cushion.

The control panel blacks out and unable to use any function

STEP 1: Check whether the power has been turned on properly and the power indicator light at the back of the chair is on. STEP 2: Turn off the power for 10~20 seconds, and then turn it back on to see if there is a beep sound. STEP 3: If the issue per

The controller is not responding

STEP 1: Check whether the power has been turned on properly and whether the power indicator light at the back of the chair is onSTEP 2. Turn off the power for 10~20 seconds, and then turn it back on to see if there is a beep soundSTEP 3: If the issue

Bluetooth connection issue / intermittent bluetooth connection

STEP 1: Check whether the 2.4Ghz wifi band is used.  The massage chair Bluetooth can be used for playing music only. It is not possible to control the massage chair functions from the phone after connecting with the BluetoothSTEP 2: Keep the phone ba

Sole Roller does not work

STEP 1: Check whether the power has been turned on properly and whether the power indicator light at the back of the chair is onSTEP 2: If the issue persists, please take a picture of the back cover with the serial number. Once done, please get in to

Neck Roller does not work

STEP 1: Check whether the power has been turned on properly and whether the power indicator light at the back of the chair is onSTEP 2: If the issue persists, please take a picture of the back cover with the serial number. Once done, please get in to

Waist Roller does not work

STEP 1: Check whether the power has been turned on properly and whether the power indicator light at the back of the chair is onSTEP 2: If the issue persists, please take a picture of the back cover with the serial number. Once done, please get in to

Loud sound from the back of the chair

STEP 1: Please take a picture of the back cover with the serial number. STEP 2: Please take a video capturing the loud sound. Once done, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login and send the vide

Anomalous sound from the Zero-gravity function

STEP 1: Please take a picture of the back cover with the serial number. STEP 2: Please take a video capturing the problem. 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

The power line or the power plug is abnormally warm to hot

STEP 1: Check whether the maximum operating cycle which is 15~30 minutes has been exceeded.STEP 2: Power off, unplug the power cable, and let it cool downSTEP 3: If the issue persists, please take a picture of the back cover with the serial number. O

Voice control function does not work

STEP 1: Please take a picture of the back cover with the serial number. STEP 2: Please take a video capturing the problem. 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

Chair elevate function is not working

STEP 1: Please take a picture of the back cover with the serial number. STEP 2: Please take a video capturing the problem. 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

Movement produce very loud sound during up and down

STEP 1: Please take a picture of the back cover with the serial number. STEP 2: Please take a video capturing the problem. 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

Movement stuck in one position

STEP 1: Check whether the main power switch is on properly. If not, switch it on properly.STEP 2: Please take a video capturing the problem. Once done, please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login an

No electricity even after switch on the power

STEP 1: Please check whether the main power cable connection is not loose. STEP 2: If the issue persists, please take a picture of the back cover with the serial number. Once done, please get in touch with our customer support team at https://support

The robotic arm stopped massaging

STEP 1: Please take a picture of the back cover with the serial number. STEP 2: Please take a video capturing the problem. 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

Side panel shortcut does not work

STEP 1: Please take a picture of the back cover with the serial number. STEP 2: Please take a video capturing the problem. 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

Airbag does not work

STEP 1: Unstuff everything on the handrail and try again. STEP 2: Please take a picture of the back cover with the serial number. STEP 3: Please take a video capturing the problem. Once done, please get in touch with our customer support team at http

My massage chair has scratches or cosmetic defects upon delivery copy

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

How to replace seat cover and cushion?

We are not able to replace the entire seat cover and cushion. However, after we have assessed the damage, there are issues where we can send a part of the removable seat cover as a replacement. To help us with the assessment, please do the following:

My massage chair has an E1 error code

STEP 1: Try plugging in and unplugging the cable, and restart the machine.STEP 2: If the issue persists, please take a picture of the back cover with the serial number. Once done, please get in touch with our customer support team at https://support.

My massage chair has an E2 error code

STEP 1: Try plugging in and unplugging the cable. STEP 2: Restart the machine.STEP 3: If the issue persists, please take a picture of the back cover with the serial number. Once done, please get in touch with our customer support team at https://supp

Massage chair rollers suddenly stopping when set to Thai Stretch mode.

STEP 1: This is a system setting as AUTO mode has 5 sub modes. STEP 2: If the experience is not within the 5 sub modes enumerated above, please take a picture of the back cover with the serial number. Once done, please get in touch with our customer