Sterra Y — Leakage at T-Valve Tubing or Tap Adapter ConnectionUpdated a day ago
If you notice water dripping, pooling, or spraying from the main water intake valve (T-valve) under your sink, the plastic tubing lines, or the tap adapter connection, please stop using the machine immediately.
Because these specific connections handle the raw, high pressure of your home's main water supply, trying to patch or adjust them yourself can lead to a sudden pipe blowout and severe kitchen flooding. We take water leaks incredibly seriously and require an expert eye to ensure your home is fully protected.
Please follow these emergency isolation steps immediately to secure your home while we pull up your ticket:
Emergency Water Isolation Protocol
1.1. Shut off the main water valve immediately: Stops active pooling and home flooding.
Locate the metal T-valve or the main water shut-off lever under your kitchen sink. Turn the handle or lever completely to the closed position (usually perpendicular to the pipe) to cut off all water entering the machine line.
2.2. Unplug the Sterra Y from power: Protects internal system electronics.
Dry your hands completely, reach behind your Sterra Y, and pull the power cord out of the wall outlet. This keeps the machine's internal heater, cooling compressor, and electrical components safe from any stray water.
3.3. Soak up any standing water: Prevents water spreading to cabinets.
Place a dry towel or small plastic container directly underneath the leaking joint or tubing connection to catch any residual water trapped inside the lines.
Reach out to 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!