Sterra S — Nozzle is Stuck Broken or DamagedUpdated 2 hours ago
If the dispensing nozzle on your Sterra S has been physically damaged, is loose, cracked, or has become completely stuck in place, please treat this with caution.
Because the front nozzle connects directly to the internal high-pressure water system, do not attempt to force the nozzle loose, pull on the plastic, or use household glue/tools to repair it yourself.
Please follow these 3 emergency safety steps to protect your kitchen countertop and connect with our priority repair team right away:
Step 1: Shut Off the Incoming Water Supply
To ensure that water cannot accidentally spray or leak out from the broken nozzle if the internal system shifts, turn off its water feed:
Locate the metal T-valve adapter connection under your sink or near your water main line.
The Fix: Turn the small 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 turned off.
Step 2: Disconnect the Electrical Power
Once the water valve is closed, dry your hands thoroughly and unplug the Sterra S power cord directly from the wall socket for safety.
Step 3: Connect to a Customer Support Representative
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!