Sterra X — Unpleasant Taste or Odour from Dispensed WaterUpdated 2 days ago
If the water from your Sterra X suddenly develops a strange taste or smell—such as a musty, metallic, chemical, or plastic odor, stop drinking the water immediately.
A sudden shift in water quality means that the sealed, sanitary environment inside your dispenser's storage tanks has been compromised, or foreign particles have bypassed the filtration system. Because thoroughly purifying the internal tank linings requires medical-grade sanitization equipment and technical training, there are no safe home troubleshooting or cleaning steps that can resolve this issue.
Please follow these quick steps to secure your machine and get a technician dispatched to your home:
Step 1: Isolate the Machine
Stop drinking or using the water for cooking or pets.
Leave the unit powered on so our field technician can test the heating and cooling loops upon arrival, but do not attempt to open the top lid or pour any household cleaners (like bleach or soap) into the tanks.
Step 2: Connect with our Customer Support
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!