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Sterra SG Help Center

<h3 data-path-to-node="3" id="isPasted"><span style="font-size: 16px;">I unboxed my Sterra Moon but cannot find the power cord. Is it missing?</span></h3><p data-path-to-node="4"><b data-path-to-node="4" data-index-in-node="0">No, your power cord is not missing!</b> To keep the packaging compact and secure during transit, the power cord is safely tucked away inside the unit itself.</p><p data-path-to-node="4"><br></p><h3 data-path-to-node="5" id="how-to-find-your-power-cord"><span style="font-size: 16px;">How to find your power cord:</span></h3><p data-path-to-node="6">Simply turn the Sterra Moon over and open the <b data-path-to-node="6" data-index-in-node="46">bottom compartment</b> of the unit. You will find the power cord stored neatly inside.</p><p data-path-to-node="7">Once removed, you can plug it into the base and get your unit up and running!</p>

No, your power cord is not missing! To keep the packaging compact and secure during transit, the power cord is safely tucked away inside the unit itself. Simply turn the Sterra Moon over and open the bottom compartment of the unit. You will find the

Sterra Moon - Missing Power Chord

Product Issue - Troubleshooting Steps

Sterra Moon True HEPA-13 Air Purifier

Who is Sterra?

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?

How To Purchase

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

Sterra Flagship Store @ UB One

Sterra Store @ NEX

Sterra Store @ Tampines Mall

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?

Do you accept Climate Vouchers or SG60 vouchers?

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 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?

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

There had been damages during the installation/delivery

What do I need to prepare prior to the installation visit?

Can I order online and pick up the item at the store?

Can your technicians help with plumbing, moving furniture, or removing old units?

When I buy Water Purifier Filters, how many bottles do I get? Can I purchase per bottle?

I didn't receive all of my order

Shipping, Installation, and Delivery

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?

I would like to request for a refund

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

All Products - Filter Lifespan or Replacement Duration

Sterra 8 — E01 Leak Error

Sterra 8 — E02 Filter Cover Open

Sterra 8 — E03 High-Temperature Heating Error

Sterra 8 — E05 to E09 Solenoid Valve Error

Sterra 8 — E10 Communication Error

Sterra 8 — E11 Cold Water Temperature Sensor Error

Sterra 8 — E12 Hot Water Inlet Temperature Sensor Error

Sterra 8 — E13 Hot Water Outlet Temperature Sensor Error

Sterra 8 — E14 UV Discharge Section Error

Sterra 8 — E15 UV Cold Water Tank Error

Sterra 8 — E04 Cooling Function Error

Sterra 8 Tankless Water Purifier

Sterra 7 — Cannot Dispense Any Water

Sterra 7 — Cosmetic Defects

Sterra 7 — Dispensed Cold Water is Not Cold

Sterra 7 — Dispensed Hot Water is Not Hot

Sterra 7 — Dispensed Volume Does Not Match Selected Volume

Sterra 7 — E01 Hot Icon Blinking on Touch Panel

Sterra 7 — E02 Cold Icon Blinking on Touch Panel

Sterra 7 — E03 Ambient Icon Blinking on Touch Panel

Sterra 7 — E04 Volume Icon Blinking on Touch Panel

Sterra 7 — E05 Volume and Cold Icons Blinking on Touch Panel

Sterra 7 — E06 Volume and Ambient Icons Blinking on Touch Panel

Sterra 7 — E07 Volume and Hot Icons Blinking on Touch Panel

Sterra 7 — E08 Ambient and Cold Icons Blinking on Touch Panel

Sterra 7 — E09 Hot and Cold Icons Blinking on Touch Panel

Sterra 7 — E11 Hot Cold and Ambient Icons Blinking — Machine Overheat

Sterra 7 — E12 Volume Cold and Hot Icons Blinking — Heat Sink Overheat

Sterra 7 — E13 Cold and Self-Care Icons Blinking — Cooling Module Overheat

Sterra 7 — E14 Volume Ambient and Hot Icons Blinking — Voltage Error

Sterra 7 — E15 Ambient Icon Sequentially Blinking — Voltage Error

Sterra 7 — E16 Cold Ambient and Hot Icons Blinking — Flow Rate Error

Sterra 7 — E17 All Icons Blinking — Hot Module Flow Error

Sterra 7 — Filter Lights Blinking After Filter Replacement or Rainbow Light on Dispense Button

Sterra 7 — Filter Replacement Alarm is On

Sterra 7 — Machine Does Not Turn On

Sterra 7 — Fine Particles or Air Bubbles in Dispensed Water

Sterra 7 — Hot and Cold Temperature Not Consistent with User Manual

Sterra 7 — Hot Water Splashing When Dispensing

Sterra 7 — Machine Automatically Stops When Dispensing Hot Water

Sterra 7 — Machine is Hot or Overheating

Sterra 7 — Rainbow Light on Filter Indicator After Filter Replacement

Sterra 7 — Screeching Da-Da-Da Sound When Dispensing Water

Sterra 7 — Slow Water Flow

Sterra 7 — Touch Panel Buttons Not Working

Sterra 7 — Touch Panel Completely Unresponsive

Sterra 7 — Unpleasant Taste or Odour from Dispensed Water

Sterra 7 — Water Leakage at T-Valve Tubing or Tap Adapter Connection

Sterra 7 — Water Leakage from Inlet or Outlet Hose Connections

Sterra 7 — Water Leakage from the Filter

Sterra 7 — Water Leakage from the Machine

Sterra 7 — Machine is Causing a Power Trip

Sterra 7 - Filter Replacement Guide

Sterra 7 Tankless Water Purifier

Sterra X — Cannot Dispense Cold Water

Sterra X — Cannot Dispense Hot Water

Sterra X — Cannot Dispense Water

Sterra X — Compressor Issue

Sterra X — Dispensed Water is Splitting or Spray-Like

Sterra X — Fine Particles or Air Bubbles in Dispensed Water

Sterra X — Leakage at T-Valve Tubing or Tap Adapter Connection

Sterra X — LED Light Not Lighting Up on Front Panel

Sterra X — Machine Does Not Turn On

Sterra X — Machine is Causing a Power Trip

Sterra X — Machine is Hot or Overheating

Sterra X — Noisy or Loud Sound from the Machine

Sterra X — Product Leakage from the Bottom of the Machine

Sterra X — Slanted Dispense Lever

Sterra X — Slow Water Flow

Sterra X — Unpleasant Taste or Odour from Dispensed Water

Sterra X — Water Leakage from Nozzle

Sterra X - Filter Replacement Guide

Sterra X Tank Hot & Cold Water Purifier

Sterra Y — Cannot Dispense Cold Water

Sterra Y — Cannot Dispense Hot Water

Sterra Y — Cannot Dispense Water

Sterra Y — Compressor Issue

Sterra Y — Dispense Lever is Slanted

Sterra Y — Dispensed Water is Splitting or Spray-Like

Sterra Y — Fine Particles or Air Bubbles in Dispensed Water

Sterra Y — Horn or Humming Sound — Airlock Issue

Sterra Y — Leakage at T-Valve Tubing or Tap Adapter Connection

Sterra Y — LED Light Not Lighting Up on Front Panel

Sterra Y — Machine Does Not Turn On

Sterra Y — Machine is Causing a Power Trip

Sterra Y — Machine is Hot or Overheating

Sterra Y — Machine is Noisy or Produces a Loud Sound

Sterra Y — Product Leakage from the Bottom of the Machine

Sterra Y — Room Temperature Water is Warm or Hot

Sterra Y — Slow Water Flow

Sterra Y — Water Leakage from Filter Head

Sterra Y — Water Leakage from Nozzle

Sterra Y - Filter Replacement Guide

Sterra Y Tank Hot & Cold Water Purifier

Sterra S — Cannot Dispense Cold Water

Sterra S — Cannot Dispense Hot or Warm Water

Sterra S — Cannot Dispense Water or Volume LED Flickers Continuously

Sterra S — Cold Room and Warm Icons with Volume Icons Lit on Touch Panel

Sterra S — Filter Indicator Light Still Blinking After Filter Replacement

Sterra S — How to Change Default Temperature Setting

Sterra S — How to Deactivate Child Lock or Safety Lock

Sterra S — How to Disable Cold Water Function

Sterra S — Leakage at T-Valve Tubing or Tap Adapter Connection

Sterra S — Machine is Causing a Power Trip

Sterra S — Machine is Hot or Overheating

Sterra S — Noisy or Loud Sound from the Machine

Sterra S — Nozzle is Leaking

Sterra S — Nozzle is Stuck Broken or Damaged

Sterra S — Room Icon and Volume Icons Lit on Touch Panel

Sterra S — Room Warm and Hot Icons with Volume Icons Lit on Touch Panel

Sterra S — Slow Water Flow

Sterra S — Sparks Inside the Machine

Sterra S — Touch Panel Buttons Not Lighting Up

Sterra S — Unpleasant Taste or Odour from Dispensed Water

Sterra S — Visible Minerals or Air Bubbles in Dispensed Water

Sterra S — Water Leakage from the Machine

Sterra S — Error Icons Lit on Touch Panel — Temperature and Volume Icons

Sterra S - Filter Replacement Guide

Sterra S Tankless Water Purifier

Sterra Breeze — 3-Pin Adapter or Power Cord Damaged

Sterra Breeze — Air Quality Reading Shows 999

Sterra Breeze — Cannot Connect to Wi-Fi

Sterra Breeze — Cannot Turn On

Sterra Breeze — Cannot Turn On or Off Must Unplug to Turn Off

Sterra Breeze — Filter Cover Does Not Latch

Sterra Breeze — Filter Cover is Stuck

Sterra Breeze — Filter Light Blinking 2200H

Sterra Breeze — LED Display Issue — Numeric Display Not Working

Sterra Breeze — Loud Noise or Flapping Sound from Motor Fan Area

Sterra Breeze — Mode Button Cannot Switch Away from Silent Mode

Sterra Breeze — Not Releasing Air Output

Sterra Breeze — Power Trip

Sterra Breeze — Small Hissing Sound When ION Feature is Enabled

Sterra Breeze — Smoke Coming Out or Burning Smell

Sterra Breeze — Unable to Detect Air Pollution or Bad Air Quality

Sterra Breeze — Wi-Fi Button Not Working

Sterra Breeze True HEPA-13 Air Purifier

Sterra Breeze Pro — 000 Issue on Screen

Sterra Breeze Pro — 888 Error on Screen

Sterra Breeze Pro — Burning Carbon or Metallic Smell

Sterra Breeze Pro — Cannot Connect to Wi-Fi

Sterra Breeze Pro — Cannot Turn On

Sterra Breeze Pro — Filter Indicator Always On or Long Loading Screen

Sterra Breeze Pro Air Purifier

Sterra Moon - Missing Power ChordUpdated 10 hours ago

I unboxed my Sterra Moon but cannot find the power cord. Is it missing?

How to find your power cord: