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Sterra SG Help Center

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 hoursSTEP 3. If the issue persists, please take a video (30 seconds to 1 minute) clearly showing problem. Once done, please get in touch with our customer support team at <a href="https://support.sterra.sg/en-US/ssp/login">https://support.sterra.sg/en-US/ssp/login</a> and send the video for further help. We are here to assist you in resolving any issues. Thank you!

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 Air Purifier cannot be turned on or off, and needs to be unplugged to be turned off.

Product Troubleshooting Guidelines

Sterra Moon True HEPA-13 Air Purifier

Who is Sterra?

What is the vision behind Sterra products?

Mission Statement and Brand Vision

How can I purchase your products?

Can I try and purchase Sterra products in person?

What payment options are available?

Do you offer installment plans?

Which countries are Sterra products available in?

How to Purchase

Which products are available at your Sterra Stores?

How can I schedule an appointment at a Sterra Store?

How can I cancel my Sterra Store appointment?

Can I cash and carry a Sterra product from any Sterra Store?

Can I purchase online and pick up the product in any Sterra Store?

Where can I try your Sterra massage chair?

What can I expect at a Sterra Experience appointment?

Sterra Flagship Store @ UB One

Sterra Store @ NEX

Sterra Store @ Tampines Mall

How do I cancel or reschedule my Sterra Experience appointment?

Book A Sterra Experience Appointment

Sterra Store Locations

Do you offer a referral program?

Can I trade-in my old product for a new Sterra product?

Do you offer any bundle deals?

Promotions, Bundles, and Trade-Ins

When can I expect the delivery of my order?

When can I expect the delivery of my pre-order or out of stock (OOS) item?

How can I schedule my delivery/installation?

Can I reschedule my installation or delivery appointment that I booked through the order confirmation page? Is there a rescheduling fee?

How long does it take for my Sterra Water Purifier to be installed?

What are the requirements for Sterra Water Purifier installations?

What are the requirements for Sterra Mattress or Massage Chair deliveries?

Can I put the delivery or installation of my order on hold? How long can this hold be?

My tracking number states that my order has been delivered, but I can’t find it.

I want to relocate my Sterra Water Purifier. Can you arrange this relocation and is there a relocation fee?

Do you offer disposal services?

Can my Sterra order be delivered to a walk-up unit? What if staircase usage is required for my delivery?

Is it possible to schedule an installation or repair appointment after 5:00 PM?

Shipping, Installation, and Delivery

I am not satisfied with my purchase. What is your return policy?

How long do refunds take to process?

I placed an order by mistake. How can I cancel my order?

How can I make changes to my order information or products?

Returns and Refunds

Product Manual

Do Sterra products come with a warranty?

How does Sterra Care differ from the Manufacturer Warranty?

How can I purchase Sterra Care?

Does the purchase and addition of Sterra Care apply to all products in my order?

Do I need to register my Sterra Care warranty?

My warranty has expired and my product needs repair. Can Sterra still help?

Repairs and Product Warranty

The filter light is still on even after changing the filters for Sterra S Tankless Water Purifier

My water purifier is not dispensing water and the volume indicators are flickering for Sterra S Tankless Water Purifier

The filter indicator light is still blinking even after I have changed the filters for Sterra S Tankless Water Purifier

The filter indicator is lit up for Sterra S Tankless Water Purifier. What do the colors mean?

My Sterra S Tankless Water Purifier has an unpleasant taste, odor, and/or bubbles.

My Sterra S Tankless Water Purifier has minerals and/or bubbles in the water

My Sterra S Tankless Water Purifier is not dispensing cold water.

My Sterra S Tankless Water Purifier does not dispense warm or hot water.

My Sterra S Tankless Water Purifier emits loud noise and/or too hot to touch.

My Sterra S Tankless Water Purifier emits a beeping sound and blinking lights on the touch panel.

My Sterra S Tankless Water Purifier's body is hotter than usual

My Sterra S Tankless Water Purifier is leaking

The water flow from my Sterra S Tankless Water Purifier is slow.

My Sterra S Tankless Water Purifier's nozzle is stuck/broken

Some of the buttons on my Sterra S Tankless Water Purifier’s touch panel are not lighting up.

How do I deactivate the child lock/safety lock for my Sterra S Tankless Water Purifier?

How do I disable the cold water function for my Sterra S Tankless Water Purifier?

I want to change the default temperature from Room temperature to Cold temperature and vice versa for my Sterra S Tankless Water Purifier

My Sterra S Tankless Water Purifier is causing a power trip

My Sterra S Tankless Water Purifier has scratches or cosmetic defects upon delivery

Sterra S Tankless Water Purifier

The water flow from my Sterra 7 Tankless Water Purifier is slow.

My Sterra 7 Tankless Water Purifier is not dispensing water.

My Sterra 7 Tankless Water Purifier's Self-Care button is light up and the other buttons are alternatively lighting up

Both the ambient and volume icon lights on my Sterra 7 Tankless Water Purifier are blinking

Filter replacement alarm is on or the dispense button is red/rainbow colored for my Sterra 7 Tankless Water Purifier

The filter light indicator keeps on blinking even after changing the filters for my Sterra 7 Tankless Water Purifier

The water is bursting out whenever dispensing hot water for my Sterra 7 Tankless Water Purifier

The water dispensed by my Sterra 7 Tankless Water Purifier has an unpleasant taste, odor, and/or bubbles.

My Sterra 7 Tankless Water Purifier emits loud noise and/or too hot to touch.

Both the cold and volume icon lights on my Sterra 7 Tankless Water Purifier are blinking

Both the hot and volume icon lights on my Sterra 7 Tankless Water Purifier are blinking

Both the cold and ambient icon lights on my Sterra 7 Tankless Water Purifier are blinking

Both the hot and cold icon lights on my Sterra 7 Tankless Water Purifier are blinking

The volume, cold and ambient icon lights on my Sterra 7 Tankless Water Purifier  are blinking

The volume, hot and ambient icon lights on my Sterra 7 Tankless Water Purifier are blinking

The volume, cold and hot icon lights on my Sterra 7 Tankless Water Purifier are blinking

The cold and self-care icon lights on my Sterra 7 Tankless Water Purifier are blinking

The volume, hot and ambient icons of my Sterra 7 Tankless Water Purifier are sequentially blinking

The cold, ambient and hot icon of my Sterra 7 Tankless Water Purifier is blinking

My Sterra 7 Tankless Water Purifier emits a beeping sound and blinking lights on the touch panel.

My Sterra 7 Tankless Water Purifier  is leaking

My Sterra 7 Tankless Water Purifier  is causing a power trip

My Sterra 7 Tankless Water Purifier  has scratches or cosmetic defects upon delivery

My Sterra 7 Tankless Water Purifier 's cold water does not change instantly

The filter in my Sterra 7 Tankless Water Purifier is leaking

My Sterra 7 Tankless Water Purifier 's touch panel is not responsive

Sterra 7 Tankless Water Purifier

My Sterra X Tank Hot and Cold Water Purifier does not dispense cold or hot water.

The water flow from my Sterra X Tank Hot and Cold Water Purifier is slow or not dispensing water.

The water dispensed by my Sterra X Tank Hot and Cold Water Purifier has white particles, and/or bubbles

There is an unpleasant taste or odour from my Sterra X Tank Hot and Cold Water Purifier

My Sterra X Tank Hot and Cold Water Purifier has a loud/unusual noise

My Sterra X Tank Hot and Cold Water Purifier is too hot to touch.

My Sterra X Tank Hot and Cold Water Purifier is leaking

My Sterra X Tank Hot and Cold Water Purifier 's nozzle is leaking

The water flow from my Sterra X Tank Hot and Cold Water Purifier  is slow

The LED light on the front panel of my Sterra X Tank Hot and Cold Water Purifier  is not lighting up.

My Sterra X Tank Hot and Cold Water Purifier has a  slanted dispensed water

My Sterra X Tank Hot and Cold Water Purifier is causing a power trip

My Sterra X Tank Hot and Cold Water Purifier has scratches or cosmetic defects upon delivery

My Sterra X Tank Hot and Cold Water Purifier's touchpanel is showing E1 or E2 error

Sterra X Tank Hot & Cold Water Purifier

My Sterra Y Tank Hot and Cold Water Purifier is not dispensing water or has a very slow water flow

My Sterra Y Tank Hot and Cold Water Purifier is leaking from the filter

My Sterra Y Tank Hot and Cold Water Purifier is leaking from the bottom of the machine

My Sterra Y Tank Hot and Cold Water Purifier has a loud/unusual noise

There are white particles or bubble in my Sterra Y Tank Hot and Cold Water Purifier

My Sterra Y Tank Hot and Cold Water Purifier does not dispense cold or hot water.

My Sterra Y Tank Hot and Cold Water Purifier is too hot to touch.

My Sterra Y Tank Hot and Cold Water Purifier's nozzle is leaking

The water flow from my Sterra Y Tank Hot and Cold Water Purifier is slow

The LED light on the front panel of my Sterra Y Tank Hot and Cold Water Purifier is not lighting up.

My Sterra Y Tank Hot and Cold Water Purifier has a slanted dispensed water

My Sterra Y Tank Hot and Cold Water Purifier is causing a power trip

My Sterra Y Tank Hot and Cold Water Purifier has scratches or cosmetic defects upon delivery

There is an unpleasant taste or odour from my Sterra Y Tank Hot and Cold Water Purifier

Sterra Y Tank Hot & Cold Water Purifier

My Sterra Breeze Air Purifier air quality reading reads very high (999)

My Sterra Breeze Air Purifier cannot be turned on or off, and needs to be unplugged to be turned off.

My Sterra Breeze Air Purifier has no power.

My Sterra Breeze Air Purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

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

My Sterra Breeze Air Purifier's filter light indicator keeps on blinking.

My Sterra Breeze Air Purifier is having causing a power trip

My Sterra Breeze Air Purifier is not releasing any air

My Sterra Breeze Air Purifier's LED display is having issues

My Sterra Breeze Air Purifier's 3 pin adapter is damaged

My Sterra Breeze Air Purifier's mode button cannot be switched to other modes other than the silent mode

My Sterra Breeze Air Purifier has scratches or cosmetic defects upon delivery

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

My Sterra Breeze Air Purifier's filter cover is stuck

My Sterra Breeze Air Purifier's power chord is cut/damaged

Sterra Breeze True HEPA-13 Air Purifier

My Sterra Breeze Pro Air Purifier's indicator light is off

My Sterra Breeze Pro Air Purifier is too loud

My Sterra Breeze Pro Air Purifier's filter indicator light flashes

My Sterra Breeze Pro Air Purifier's filter indicator is always on lit

Sterra Breeze Pro Air Purifier

My Sterra Moon Air Purifier's eyeball is blinking red light

My Sterra Moon Air Purifier is stuck on red light (not blinking)

My Sterra Moon Air Purifier's eyeball is stuck

My Sterra Moon Air Purifier has no air output, the eyeball is just lighting up

My Sterra Moon Air Purifier is showing an E1 error in the app

My Sterra Moon Air Purifier is not detecting smoke/polluted air

My Sterra Moon Air Purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

My Sterra Moon Air Purifier has no power

My Sterra Moon emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

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

My Sterra Moon Air Purifier is causing a power trip

My Sterra Moon Air Purifier's 3 pin adapter is damaged

My air purifier has scratches or cosmetic defects upon delivery

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

Black Spot on my Sterra Moon Air Purifier's Ring Light

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

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

My Sterra Mars Air Purifier is not turning on

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

Light Indicator on my Sterra Mars Air Purifier is not working

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

My Sterra Mars Air Purifier has no power

My Sterra Mars Air Purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

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

My Sterra Mars Air Purifier's 3 pin adapter is damaged

My Sterra Mars Air Purifier has scratches or cosmetic defects upon delivery

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

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

Sterra Mars True HEPA-13 Air Purifier

My Sterra Nova Mini Air Purifier's Broken Bottle Cap

My Sterra Nova Mini Air Purifier is not detecting smoke/polluted air

My Sterra Nova Mini Air Purifier is not working

My Sterra Nova Mini Air Purifier is performing poorly

There is an unpleasant smell when I turned on my Sterra Nova Mini Air Purifier

Red light is blinking on my Sterra Nova Mini Air Purifier

My Sterra Nova Mini Air Purifier has no power

Can not turn on/off my Sterra Nova Mini Air Purifier, need to unplug to turn it off

My Sterra Nova Mini Air Purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

My Sterra Nova Mini Air Purifier is causing a power trip

Sterra Nova Mini Air Purifier

My Sterra Moon Air Purifier cannot be turned on or off, and needs to be unplugged to be turned off.Updated 6 hours ago