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Sterra MY Help Center

STEP 1: Stop using the unit&#xA0;STEP 2: Please get in touch with our customer support team by sending am email to <a href="mailto:hellp@sterra.my">hellp@sterra.my</a>. We are here to assist you in resolving any issues.&#xA0;

STEP 1: Stop using the unit. STEP 2: Please get in touch with our customer support team by sending am email to hellp@sterra.my. We are here to assist you in resolving any issues.

Smoke coming out / Burning smell

Product Troubleshooting and Guidelines

Sterra Mars Air Purifier

Who is Sterra?

What is the vision behind Sterra products?

Mission Statement and Brand Vision

How long does the water purifier filter last?

Sterra Y Tank Hot & Cold Water Purifier

How long does the air purifier filter last?

Can HEPA Air Purifiers Protect You From the Coronavirus (COVID-19)?

What’s the difference between Ion Exchange and UV Tech variants?

How big is the area that Sterra Breeze can cover?

Is Sterra Breeze noisy?

What’s the difference between Sterra Moon, Mars, and Breeze?

Is the filter washable?

Does Sterra Breeze produces ozone? copy

Can this remove pet fur?

Sterra Breeze Air Purifier

How long does the air purifier filter last

What is the air purifying coverage area for Sterra Moon ?

Is Sterra Moon noisy?

Is the filter same size as Sterra Breeze?

Is it normal to smell plastic when Sterra Moon is turned on?

Does Sterra Moon produces ozone?

What is the benefit of the UV/Ion function

I cannot find the power adapter

Sterra Moon Air Purifier

What is the air purifying coverage area for Sterra Mars?

Is Sterra Mars noisy?

Is there a standby/sleep mode?

How much electricity is consumed by the Sterra Mars in 1 hour of usage?

How does the Sterra Mars differ from competitors’ air purifiers?

What do the blinking lights mean?

Is it normal to smell plastic when Sterra Mars is turned on?

Product Information

How can I purchase your products?

Do you have a brochure?

Can I try and purchase Sterra products in person?

Do you have an installment plan?

What are the payment methods available?

What is Atome?

What is GrabPay Later?

I can’t decide between the UV or Ion version. Which should I choose

How To Purchase

When can I expect the delivery of my order?

When will I receive an update for my delivery?

What are the delivery areas covered?

Can I change my delivery address after my purchase?

Shipping, Installation and Delivery

How do I care for the air purifier?

Repair and Replacement Policy

Do Sterra products come with a warranty?

Does the purchase and addition of Sterra Care apply to all products in my order?

Do I need to register my Sterra Care warranty?

Repairs, Maintenance and Product Warranty

The air quality reading reads very high (999)

The air purifier cannot be turned on or off, and needs to be unplugged to be turned off.

The air purifier has no power.

The air purifier emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

Smart life app shows filter at 0%

The filter light indicator keeps on blinking.

My air purifier is having causing a power trip

The air purifier is not releasing any air

LED display having issues

The 3 pin adapter is damaged

Mode button cannot be switched to other modes other than the silent mode

My air purifier has scratches or cosmetic defects upon delivery

The filter cover stuck

Cut/damaged power chord

No air output, the eyeball is just lighting up

My air purifier is not detecting smoke/polluted air

The eyeball is blinking red light

The eyeball is stuck

My Sterra Moon has no power

The Sterra Moon cannot be turned on or off, and needs to be unplugged to be turned off.

My Sterra Moon emits a loud noise and/or flapping sound continuously occurs from the motor/fan area.

Smoke coming out / Burning smellUpdated 7 months ago