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Sterra SG Help Center

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STEP 1: Stop using the unit. STEP 2: Please get in touch with our customer support team at https://support.sterra.sg/en-US/ssp/login. We are here to assist you in resolving any issues.

Smoke coming out / Burning smell

Product Troubleshooting Guidelines

Sterra Nova Mini 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 @ Causeway Point

Sterra Store @ Jurong Point

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, Referrals, 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

My water purifier is not dispensing water and the volume indicators are flickering.

The filter indicator light is still blinking even after I have changed the filters.

The filter indicator is lit up. What do the colors mean?

The water dispensed by my water purifier has an unpleasant taste, odor, and/or bubbles.

My water has minerals and/or bubbles in the water

My water purifier is not dispensing cold water.

My water purifier does not dispense warm or hot water.

My water purifier emits loud noise and/or too hot to touch.

My water purifier emits a beeping sound and blinking lights on the touch panel.

My Sterra S' body is hotter than usual

My water purifier is leaking

The water flow from my water purifier is slow.

My Sterra S nozzle is stuck/broken

Some of the buttons on the water purifier’s touch panel are not lighting up.

How do I deactivate the child lock/safety lock?

How do I disable the cold water function?

I want to change the default temperature from Room temperature to Cold temperature and vice versa.

The water purifier is causing a power trip

My water purifier has scratches or cosmetic defects upon delivery

Sterra S Tankless Water Purifier

Filter replacement alarm is on.

The filter light indicator keeps on blinking even after changing the filters.

The hot icon or cold icon, or ambient icon, or volume icon is blinking

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

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

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

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

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

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

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

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

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

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

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

The water is bursting out whenever dispensing hot water

My water purifier is not dispensing water.

The dispensed hot water is not hot

My water purifier's cold water does not change instantly

The filter in my water purifier is leaking

My water purifier's temperature is not consistent

My water purifier's touch panel is not responsive

Sterra 7 Tankless Water Purifier

The water flow from my water purifier is slow or not dispensing water.

The water dispensed by my water purifier has white particles, and/or bubbles

There is an unpleasant taste or odour

My water purifier has a loud/unusual noise

My water purifier does not dispense cold or hot water.

My water purifier is too hot to touch.

My water purifier's nozzle is leaking

The water flow from my water purifier is slow

The LED light on the front panel of the water purifier is not lighting up.

Slanted dispensed water

The touchpanel is showing E1 or E2 error

Sterra X Tank Hot & Cold Water Purifier

There are white particles or bubble in my water

Sterra Y Tank Hot & Cold Water Purifier

The air quality reading reads very high (999)

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

The air purifier has no power.

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

Smart life app shows filter at 0%

The filter light indicator keeps on blinking.

My air purifier is having causing a power trip

The air purifier is not releasing any air

LED display having issues

The 3 pin adapter is damaged

Mode button cannot be switched to other modes other than the silent mode

My air purifier has scratches or cosmetic defects upon delivery

The filter cover stuck

Cut/damaged power chord

Sterra Breeze True HEPA-13 Air Purifier

My air purifier's indicator light is off

My air purifier is too loud

My air purifier's filter indicator light flashes

My air purifier's filter indicator is always on lit

Sterra Breeze Pro Air Purifier

No air output, the eyeball is just lighting up

My air purifier is not detecting smoke/polluted air

The eyeball is blinking red light

The eyeball is stuck

My Sterra Moon has no power

The Sterra Moon cannot be turned on or off, and needs to be unplugged to be turned off.

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

My Sterra Moon is causing a power trip

Black Spot on the Ring Light

Sterra Moon True HEPA-13 Air Purifier

The Sterra Mars' air quality indicator light is always red

Sterra Mars is not turning on

Light Indicator on the unit is not working

No air coming out on high mode

My Sterra Mars is causing a power trip

Can not turn on/off the unit, need to unplug to turn it off

The air purifier has no power

Wifi light is blinking and cannot be switched off

The filter light indicator keeps on blinking

Sterra Mars True HEPA-13 Air Purifier

Broken Bottle Cap

My Sterra Nova is not working

My Sterra Nova is performing poorly

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

Red light is blinking

My Sterra Nova is causing a power trip

Sterra Paws Pet Air Purifier

The Sterra Sun tank indicator is always lit up.

The Sterra Sun control panel displays L3 or L4 and flashes or blinking.

The Sterra Sun tank is not collecting water.

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

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

The dehumidifier has no power.

My Sterra Sun is causing a power trip

My dehumidifier has scratches or cosmetic defects upon delivery

Smoke is coming out or has a burning smell

The power chord or adapater is damaged/cut

My 3 adapter cord is damaged

My Sterra Sun has an HS or C8 Error showing on the screen

The light is not blue, yellow or red

Sterra Sun Dehumidifier

The massage rollers stopped working.

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

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

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

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

Massage chair does not work after power on.

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

Where can I find the Bluetooth Pin?

Sterra Galaxy & Starlight Plus Premium Massage Chair

My vacuum cleaner doesn't function

My vacuum has a weak suction

My vacuum is noisy

There are dusts leaking from the dust cup

My vacuum's soft roller nozzle doesn't rotate

My vacuum suddenly turns off

My vacuum charges slowly

Sterra Flow Pro Cordless Vacuum

Sterra Flow Cordless Vacuum

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

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

Sterra Massage Chair

Smoke coming out / Burning smellUpdated 3 months ago