1. I have a Stella, and it's my first time using it. I can't get it to work!
Worry not! We have an extremely low faulty rate (under 1%), so most of the time there's a quick solution to whatever you're struggling with!
To sum things up, the 3 things you need to worry about are power, water type, and cotton filters.
The two easy ones to address are water type and cotton filters. We recommend using tap, mineral, or filtered water. Please do not use distilled, reverse osmosis, or high PH waters, as you WILL experience condensation issues. The droplets don't get broken up into as fine mist particles, so they'll start to pile up and hinder the misting function. As far as cotton filters go - if you're experiencing very low volumes of mist, but there's definitely some mist, it's most likely a cotton filter issue. Just take them out of the central plastic tube covering (twist + tug on it), and give them a full soak. Sometimes, turning them upside down can help, since that flips the ends, and usually its the bottom end that is most damp.
The 3rd and final thing that might be giving you a bit of trouble your first time around is finding a power adapter that is compatible with our unit. The key indicator to see if this is your problem is by using our charging cable and plugging it into a power source. Look at the front panel of the humidifier - do you see 4 LED charge indicators? If these lights are on, you've got a successful connection. However, you need one of them to be flashing to confirm that things are charging. If you're not seeing any blue light LED charge indicators turn on, plug things into a USB port on a computer or laptop for the final troubleshoot. Reach out to our team at this point, and we'll be sure to take care of this for you!
2. Can we use essential oils?
The quick and simple answer is that we do not recommend using essential oils in our humidifiers. Humidifiers are designed to break down water and filter out dirt particles, while diffusers are designed specifically do break down oil particles. Although we've received reports of our humidifiers successfully diffusing essential oils, we advise you to be cautious if you choose to go against our suggestions. With this being said, the James is essential oil compatible. Just be sure to use 100% essential oils - many brands these days add chemical contents to decrease their costs while seeming to create a number of new & "natural" scents. These oils can cause permanent damage to diffusers over time, so for longevity sake, we recommend 100% pure essential oils.
3. It seems like my product has power because the lights are on, but no mist is being produced?
Stella: We program every Stella to turn on only after the cotton filters are sufficiently damp, and the battery is fully charged. Here is our updated instruction manual to help out with any issues you're facing with the Stella!
We rarely receive any troubleshooting inquiries on our other products because they tend to be simpler - feel free to reach out to us via email on our contact page, and we'll get back to you real quick!
4. My product isn't turning on?
The general rule of thumb is to check the power source, cotton filter dampness, and water level. Make sure you have sufficient power. If your product is not wireless, make sure to plug it into a constant DC5V power source, and give it some time to charge up if it is wireless. Feel free to give your cotton filter a check by removing the plastic tubing around it and "resetting" it's position - sometimes this is all it takes to kick-start things. Make sure you don't overfill the water tanks. As a safety precaution, we program our products to not produce mist if any of the previous things are not in alignment.
Always feel free to contact us, and we'll help you sort your problems out ASAP!