Technical Issues - Troubleshooting Instructions

We’re sorry to hear your Mayu isn’t working properly and we’re here to help you solve it and make it work.

Please visit our FAQ page as a first step, since many technical problems can be resolved quickly and easily by reviewing the most common questions that we receive from our customers.

 

If you don't find the answer in the FAQ page, please contact us by email at info@aquahealthproducts.com and provide the following information:

  • When and where did you purchase your product
  • Did the issue occur right away or after some time?
  • Please describe in detail the issue you are experiencing.

If possible, please send us a short video that shows the issue to help us diagnose and treat the problem.

Instructions for shooting the video:

  1. Ensure you are in a quiet space while filming - a quiet background helps to diagnose the problem more accurately, especially if the problem is related to an unusual noise.
  2. Make sure the video shows both ends of the charging cable: one side should be connected to a power source, and the other one connected to the magnet port on the porcelain base.
  3. Fill the carafe with 1.5L of water and place it on the base. Make sure the metal plate is facing down. Gently touch the ceramic button a few times to start and stop the spinning motion.
  4. While shooting, please film the Mayu logo on the carafe. It gives us the information we need regarding the manufacturing series your unit belongs to.
  5. Lift the carafe off the base and set it aside. Now, using your hand, press gently on the porcelain base 3 times - for at least 3 seconds each time.
  6. Turn the base over and film the metal plate on the bottom of the unit.  We need to be able to read the serial number on the plate clearly.  You can also send us the serial number in the body of the email.


We sincerely appreciate your patience, understanding, and cooperation. Thank you!