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Before You Submit a Support Request
Most issues can be resolved quickly with these simple checks. If your issue matches one of the above, try these steps before submitting a request.
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Not producing water?
Make sure the surrounding humidity is at least 35% RH. In lower-humidity environments, water production may slow down or pause.
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Error code showing?
Turn the machine off, unplug it fully, wait, then restart. If the issue remains, include the error code in your support request.
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First-time setup check
Confirm the rear water tank is properly installed and the unit has enough space around the air intake and outlet.
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Taste or smell concern?
A new unit may require initial flushing and a short break-in period. If the issue continues, please let us know.
Submit a Support Request
If the quick checks did not solve the issue, send us the details below and our team will review it as soon as possible.
Frequently Asked Questions
Q: Do I need to turn the machine off when it is full?
A: No. Once the internal tanks are full, the machine will enter standby mode and automatically resume water production when needed.
Q: Why is my machine not producing water?
A: Water production depends on environmental conditions. If humidity is below 35% RH, production may slow down or pause.
Q: Can the machine still dispense water if production slows down?
A: Yes. If water is already stored in the system, dispensing may still be available.
Q: What should I do if I see an error code?
A: Turn the machine off, unplug it fully, wait, then restart. If the issue remains, submit a support request and include the error code.
Q: Is it normal for a new unit to have a slight taste or smell?
A: A new unit may require initial flushing and a short break-in period. This is normal and should improve with use.
Still need help? Submit a support request above and include as much detail as possible.
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