Sterra Moon True HEPA-13 Air Purifier

The eyeball is blinking red light

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

Sterra Moon is stuck on red light (not blinking)

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 eyeball remains red for an hour or more. If the eyeball

My Sterra Moon's eyeball is stuck

A possible reason why the eyeball is stuck unless manually rotated is because it the device needs to restart or there's an issue with its rotary switch motor. To troubleshoot, let us do the following steps. IDEAL MOON POSITIONS PER RING COLOR AFTER T

No air output, the eyeball is just lighting up

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

My Sterra Moon is showing an E1 error in the app

This could be caused by a malfunction on the SmartLife App. Please do the following. Step 1: Make sure the phone is connected to 2.4G wifi. Step 2: Please uninstall and re-install the app. Step 3: In the app, remove the existing device and re-add it

My air purifier is not detecting smoke/polluted air

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

Switch off the air purifier using the Smart Life app if applicable. If the machine has been used continuously for 24/7, check if the body feels warm. If warm, turn it off and let it rest for at least 2 hours. If the issue persists after following the

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

Check if the plastic cover of the filter. Check if any foreign objects or insects are stuck inside the air purifier. Remove the filter and turn it upside down, shaking it to check for any foreign objects. Reinstall the filter and turn the unit off an

My Sterra Moon 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: Try using a different power socket after 2 hours of resting. STEP 3: Try to turn it on via both app and manual. STEP 4:

The Sterra Moon 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 p

My Sterra Moon 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 remove. STEP 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 f

Smart life app shows filter at 0%

Reset the filter using the Smart Life App. There is no need to repair it as the product is fully functional. Please follow the steps below to troubleshoot the issue. Step 1:. Step 2:. Step 3:. Step 4:

My Sterra Moon is causing a power trip

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

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

Black Spot on the Ring Light

Please take a video (30 seconds to 1 minute) clearly showing the black spot. 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 assist you in