Sterra Moon True HEPA-13 Air Purifier

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 air purifier is not detecting smoke/polluted air

The eyeball is blinking red light

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

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 has no power.

If the machine has been used continuously for 24/7, check if the body feels warm. If warm, let it rest for 2 hours. After the 2-hour rest, try plugging the air purifier into a different power socket and attempt to turn it on using both the app and ma

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

The filter light indicator keeps on blinking.

Remove the filter and then put it back in. If the red light is still blinking, long press the filter button for 7 seconds to stop the blinking light. If the issue persists after following these steps, please contact customer support for assistance.

The eyeball is stuck

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