🔴 Issue: Opening Failure (Prime)Updated 3 hours ago

1️⃣ Troubleshooting Steps

   1. Symptom Check and Record a short video showing

• The unit powered ON
• Pressing the open lid button
• Slowly moving your hand or foot straight toward the optical sensor (foot sensor), covering the sensor area from the front so we can clearly see how it responds

   2. Watch the video guides below and check whether self-repair is possible for you

• First, replace the Cover Motor and the Control PCB 

          - How to Replace the Cover Motor 👈Click Here

          - How to Replace the Control PCB 👈Click Here

• Second, if the automatic opening function still does not work after replacing the Cover Motor and Control PCB, replace the Main PCB

          - How to Replace the Main PCB 👈Click Here

2️⃣ Please check your results

   1. Self-repair comfort

• Are you comfortable following the guide videos to replace the Cover Motor / Control PCB (and Main PCB, if needed) yourself?

◽ If not comfortable performing the self-repair ➡ No problem  

• please continue to Step 3 below and let us know, and we'll gladly explore alternative solutions to resolve the issue for you.

◽ If comfortable performing the self-repair ➡ Self-replacement is possible.

• Within warranty period: The replacement part(s) will be provided free of charge.
• Outside warranty period: You will need to purchase the replacement part(s) separately.
• Please continue to Step 3 below and let us know your order details so we can confirm your warranty status.

3️⃣ Please submit the following

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

1. Order Number
2. Current Address
3. Contact Number
4. Self-repair comfort (comfortable / not comfortable)
5. Issue description

5. Attach the following photo directly using the "Attach Files" button

• Photo of the serial number sticker (next to the gray rating label)
• Photo of the microorganisms inside the unit

6. Issue video link : showing the following steps

• The unit powered ON
• Pressing the open lid button
• Slowly moving your hand or foot straight toward the optical sensor (foot sensor), covering the sensor area from the front so we can clearly see how it responds

Since video files are often larger than the form's 10MB limit, please upload to Google Drive or a similar file-sharing service, set sharing to "Anyone with the link" and paste the link in the message box.

🔵 Alternative

  1. Click the orange chat icon (bottom right) 

  2. Select an option from the chat widget to get help right away