Sterra S — Leakage at T-Valve Tubing or Tap Adapter ConnectionUpdated 2 hours ago
If you notice water pooling, dripping, or spraying from the T-valve connection under your sink, the white plastic tubing, or the faucet tap adapter feeding your Sterra S, please take action immediately.
Because this connection hooks directly into your home's main water pipe, do not attempt to fix, cut, or tighten the tubes yourself.
Please follow these emergency safety steps to secure your kitchen and connect with a specialist right away:
Step 1: Shut Off the Incoming Water Supply Immediately
To prevent any further leaking or water damage to your flooring and cabinetry, you must cut off the water flowing to the purifier:
Locate the metal T-valve connection under your sink or near your water main.
The Fix: Turn the small blue or metallic handle so that it sits perpendicular (at a 90-degree angle) to the water pipe. If it is pointing across the pipe rather than along it, the water supply is safely shut off.
Step 2: Unplug the Machine
Once the water line is turned off, dry your hands completely and unplug the Sterra S from the wall electrical socket for safety.
Step 3: Connect to an Emergency Live Agent Now
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.
Thank you for your patience, and we look forward to getting this sorted out!