A. Setting is too low. B. Valve is blocked or dirty. C. Soap is too thick or contains exfoliants/beads. D. Needs to re-prime. E. Dispenser is clogged.
A. Press the + button to increase the setting and try again. B. Gently rub the valve to release trapped air or clean the valve of any soap residue using a damp cloth and try again. C. Soaps with exfoliants or moisturizing beads are not compatible with our sensor pump. Thick soaps or lotions will require the sensor pump to be set at a higher setting in order to dispense enough product. D. Soap residue may have sealed the valve. Try gently flicking the tip of the rubber valve to break the seal and allow air flow. E. Watch our video on how to unclog your dispenser.
Unit dispenses on its own.
A. Sensor area is obscured by soap residue or other occlusion. B. Lighting conditions, such as intense compact fluorescent lights, around the sensor pump interfering with sensing.
A. Clean sensor window with a damp cloth. Wipe the area immediately with a clean, dry cloth and try again. Please also check the area underneath the soap pump as a ledge, sponge, or other items on the counter surface may be triggering the sensor.
B. Light may be interfering with sensor. Move the pump to another location with less intense lighting and try again. If the issue still persists, contact customer support.
Red light turns while soap dispenses, or there's a solid red light.
A. Batteries are too low to operate sensor pump.
B. Rust on battery door contacts.
A. Replace batteries with fresh alkaline batteries, check proper orientation and try again.
B. Using a flat head screwdriver or steel wool, gently scrape away rust. Check batteries for rust and gently scrape as well. Re-insert batteries, checking proper orientation and try again. If rust cannot be removed, order new battery cover.
Light flashes when + button is pressed but there is no sound from motor/pump.
A. Sensor area is obscured by soap residue or other occlusion. B. Lighting conditions around the sensor pump interfering with sensing.
A. Clean sensor window area with damp cloth. Wipe area immediately with a clean, dry cloth and try again. B. Light may be interfering with sensor. Move the pump to another location with less intense lighting and try again. If the issue still persists, contact customer support.
Light does not turn on when you press the + button.
A. Batteries low or drained.
B. Battery orientation incorrect.
C. Rust on battery door contacts.
A. Check battery level or insert fresh batteries and try again. B. Check orientation of batteries, making sure they are lined up correctly and try again. C. Using a flat head screwdriver or steel wool, gently scrape away rust. If rust cannot be removed, order new battery cover.
Can I use rechargable batteries?
Rechargeable batteries are not recommended, as they are not alkaline batteries. Most rechargeable batteries put out less than 1.5V per cell even when they are fully charged. Some rechargeable batteries do not have enough capacity to turn the pump resulting in low dispensing volume and shorter battery life. A low battery warning light may appear prematurely.
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