Sterra X — Leakage at T-Valve Tubing or Tap Adapter ConnectionUpdated 2 days ago
If you notice water dripping, spraying, or pooling around the plumbing connections, main T-valve, adapter, or the white plastic water tubing behind your Sterra X, take immediate steps to protect your home.
Because these parts connect directly to your household’s main water supply under high pressure, a minor leak can turn into a serious flood very quickly. Do not attempt to tighten the plumbing joints, pull the tubes, or adjust the fittings yourself.
Please execute these emergency isolation steps right now:
Step 1: Turn Off the Water Supply Immediately
Locate the main source of water feeding into your Sterra X (usually found under your kitchen sink or right next to your tap adapter):
Find the T-Valve or Adapter: Locate the metal valve where your home water pipe splits to send water to your Sterra X.
Shut it OFF: Turn the handle or small lever completely perpendicular (at a 90-degree angle) to the water line to cut off incoming water pressure. If you are using a tap adapter, close the source faucet completely.
Power Down: Turn off the power switch at the back of your Sterra X and unplug it from the wall outlet to prevent electrical shorts from any spraying water.
Step 2: Connect to a Customer Support Specialist
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!