Sterra Massage Chair

The massage rollers stopped working.

The common reasons for rollers to stop working are they need to be greased or have an issue with their roller PCB. A technician is needed to help fix this issue. Please take a video (30 seconds to 1 minute) clearly showing the stuck roller. This vide

My massage chair has no power/does not turn on

This issue could be because of the switch button at the bottom of the massage chair is not turned on, there is a loose connection, or a spoilt PCB. To help diagnose the issue, please do the following troubleshooting steps. Step 1: Ensure that the swi

The massage chair has a weird sound when used

The common reasons for the sounds are that the motor and rollers need to be greased or have an issue with their roller PCB. A technician is needed to help fix this issue. Please take a video (30 seconds to 1 minute) clearly capturing the sound. This

Where can I find the Bluetooth Pin?

Bluetooth connection is subjective and very dependent on the compatibility of the device it is being paired with. To connect the Bluetooth, do the following:. 1. Turn on the massage chair. 2. Turn on your phone's Bluetooth. 3. Check on the list of av

The massage chair cannot tilt, or the footrest cannot be raised or lowered.

Ensure that there is enough space around the massage chair for it to move. Check if anything is blocking the footrest or backrest rolling mechanism. If the screen and buttons flicker, turn off the power supply and turn it back on after 30 seconds. If

The massage chair wheels cannot reach the shoulder or the neck.

Ensure that the head is properly placed against the backrest during the initial scan to get an accurate massage. If the problem persists, turn off the power supply and turn it back on after 30 seconds. If the issue persists after following these step

The massage chair is not functioning and massaging properly or stops working.

Check the power connection and make sure it is properly switched on. Ensure that a massage program has been selected after turning on the chair or using an auto program before it stopped working. If the chair still does not work, turn off the power s

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

Ensure that the product has not been used for more than 15 to 30 minutes, as there is a maximum operating cycle. Power off and unplug the power cable, and allow it to cool down before using it again. If the issue persists after following these steps,

Massage chair does not work after power on.

Ensure that the power cable is properly connected at the back of the chair. Ensure that the panel power button is turned on. If the chair still does not work, turn off the power supply and turn it back on after 30 seconds. If the issue persists after

Massage chair control panel blackout and unable to use any function (sole / neck / waist roller not working).

Ensure that the power is properly turned on and the power indicator light at the back of the chair is on. Turn off the power for 10 to 20 seconds and then turn it back on to see if there is a beep sound. If the issue persists after following these st

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 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

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

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

Waist Roller does not work

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

Chair elevate function is not working

Movement produce very loud sound during up and down

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

Side panel shortcut does not work

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