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🔴 Issue: Leakage (Prime)Updated an hour ago

1️⃣ Understanding the Issue

To properly diagnose leakage, check the color of the liquid:

Defect Status

Liquid Color

Classification
✅ Not a DefectClear/transparent💧 Water Leakage 
✅ Not a DefectColored(typically brown or black)🛢 Oil Leakage

 


2️⃣ Why Does This Happen?


  • 💧 Water leakage

Water leakage is usually caused by one of two things:

Cause

Explanation

❄️ Weather changesReencle's internal heating element keeps the unit at a consistently warm temperature. This warm air circulates and exits from the rear-lower vent. When it meets colder outside air (common late fall–early spring, or on days with a wide day/night temperature gap), condensation forms — which can appear as water leakage.
🔄 Carbon filter nearing end of lifeOver time, the carbon filter loses its ability to manage airflow and moisture properly, which can contribute to leakage. Since Reencle creates real compost using a living microbial system, moisture and organic breakdown are a normal part of the process.

 

  • 🛢 Oil leakage

Reencle is built as a sealed system, so under normal conditions, liquid does not leak out on its own. Oil leakage typically happens when:

  • Microorganisms become too wet, oily, or compacted
  • Oily or moist food waste continues to be added while the microbes are already out of balance

When this happens, oil can slowly seep through internal gaps (such as the stirring rod area) — and if left untreated, may appear as visible leakage over time.



3️⃣ Solution

1. 💧 Water Leakage: Here's How to Fix It

Is it currently cold where you are (late fall–early spring, or large day/night temperature swings)?


✔Option A — Winter Response

If it's cold where you are, here's what usually helps:

  1. Gently tilt the unit to let any remaining water drain out
  2. Move it to a warmer spot indoors, if possible
  3. Place a tray underneath for a couple of days, just to keep an eye on things

Still leaking after that? No worries — replacing the carbon filter usually does the trick.


✔Option B — Non-Winter Response

Since it's probably not condensation-related this time, replacing the carbon filter should take care of it.


Please select the filter your unit uses:


⚠️ Note: Prime and Gravity filters are not interchangeable — please choose the correct model to avoid compatibility issues.

Option

Filter

Link
APrime Carbon Filter🛒 Shop Prime Carbon Filter
BGravity Carbon Filter🛒 Shop Gravity Carbon Filter
CNot sure / Carbon Refill only🛒 Shop Carbon Refill

 

2. 🛢 Oil Leakage: Here's How to Fix It


Since oil leakage stems from microbial imbalance rather than a mechanical defect, resolving it requires removing and inspecting the microorganisms, then checking the unit's internal condition.


Step 1: Remove & Set Aside Microorganisms
  • Scoop out all microorganisms and set them aside in a sealed container
  • Discard any remaining food waste from the unit
Step 2: Disassemble & Inspect

Please follow the video guide for your model:

🔗 Prime: Disassembly Guide Video

 Step 3: Share Internal Condition Photo
📷 Once disassembled, please share a photo of the internal condition.

Step 4: Check Internal Contamination

Once disassembled, check the internal condition:

  • If contamination is minor (light residue only, no oil seeped into internal components) → Reassemble the unit and proceed to Step 5.


  • If contamination is severe (oil has visibly seeped into internal components) → Skip Step 5 and go directly to "Please submit the following" below, including a photo of the internal condition.
Step 5: Recover the Microorganisms

(Follow this step only if internal contamination was minor — Step 4.)

  1. Check the surface of the removed microorganisms for excess liquid.
    • If liquid is present, blot it off gently using a kitchen paper towel.
    • If the microorganisms have turned liquid/slurry, they cannot be recovered — discard them, then purchase a replacement:
      🛒 Shop Microorganisms
    • If unsure, take a photo and ask via the "Contact Form" before discarding.
  2. Return the microorganisms to the unit, filling only up to the MIN line on the inner wall. Discard any excess.
  3. Power on the unit and press the Dry (Dehumidify) button.
  4. Do not add any food waste until the microorganisms return to a soft, moist, soil-like texture.

⚠️ About the Dry button:

  • Each cycle runs for 24 hours and turns off automatically.
  • You'll need to reactivate it manually each day until recovery is complete.
  • Dry mode improves airflow but does not instantly dry the microbes — recovery takes time.

✅ Once the microorganisms return to a healthy, soil-like texture, you may resume adding food waste.



4️⃣Please submit the following:

If leakage continues after following the steps above, please reach out to us:

1. Click "Contact Form"

2. Fill out "Full name" and "Email" 

3. Select "Report issue" as the subject

4. Include the following in the message box:

  • Order Number
  • Current Address
  • Contact Number
  • Leakage type (water / oil)
  • Which solution steps you've already tried (e.g., tilted unit, replaced carbon filter, removed microorganisms)
  • Issue description
5. 📷 Photo attachments— Attach the following directly using the Attach Files button:
  • Unit Serial Number photo
  • Photo of the leaked liquid on the floor/surface
  • If oil leakage: Photo of the microorganisms + internal condition photo


⚠️ Please make sure to describe which steps you've already completed — this helps us avoid asking you to repeat troubleshooting you've already done, and speeds up processing your request.

Thank you for your cooperation in helping us resolve this as quickly as possible.





🔵 Alternative: Click the orange chat icon (bottom right) and select an option from the chat widget to get help right away.


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