Sterra 7 — Water Leakage from the MachineUpdated 2 hours ago
If you notice water pooling underneath or leaking directly from the plastic housing of your Sterra 7 machine, this requires immediate attention to protect your kitchen counters and ensure electrical safety.
Please follow these emergency steps right away to isolate the water line and secure your machine.
Step 1: Emergency Shutdown (Do This First!)
Before inspecting the machine, eliminate any risk of electrical shorts or water damage.
Cut the Power: With dry hands, reach for the main power switch on the side or back of your Sterra 7 and toggle it to OFF. Unplug the machine from the wall socket completely.
Shut Off the Main Water Source: Trace the thin water tube exiting the back of your machine down to where it connects to your home pipes under the sink. Turn the metal valve handle (T-valve) completely to the CLOSED position.
Mop Up Standing Water: Thoroughly dry your kitchen countertop and cabinets with a towel to prevent damage and make it easier to see where new water forms.
Step 2: Determine Where the Water Is Coming From
Now that the water and electricity are safely cut off, look closely at the unit to identify the exact source of the leak.
Scenario A: The leak is from the External Supply Tubes
Where to look: Look at the back of the machine or under your sink. Check if water is dripping from the thin plastic tubing lines, a plastic push-fit connector joint, or the metal T-valve threads.
What it means: A line may have simply slipped out of its clip or been tugged loose while wiping down the counters.
Scenario B: The leak is from inside the Sterra 7 Machine Body
Where to look: Look at the bottom seams of the machine, the filter door, or the dispensing area. Water is visibly seeping or pooling directly out from the plastic body panel joints.
What it means: There is a compromised internal connection, a cracked water reservoir tank, or a heavy condensation buildup inside the internal cooling system.
Step 3: Get Fast-Tracked Live Assistance
Because internal water lines and electrical control boards sit close together inside the machine, never attempt to open or unscrew the Sterra 7 outer panels yourself.
Please contact our Customer Support Team immediately so we can step in.
Log in to our Customer Support Portal.
Submit a support ticket describing the issue.
Attach a short video (at least 1 minute long) showing the error happening. This will help our technical team diagnose and resolve the issue much faster for you.
🚨 How we will prioritize your ticket: Let our agent know right away whether your leak is coming from the External Supply Lines or from Inside the Machine Body, and confirm that you have successfully turned off the water valve and unplugged the power cord.
If the leak is coming directly from the machine body, we will immediately bypass all standard troubleshooting and fast-track an urgent, high-priority on-site technician visit to your home to repair or swap out your unit!