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Troubleshooting Tips for your ionmug and Charging Coaster

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What if the mug doesn’t turn on?

If the mug doesn’t turn on, make sure it is set up properly before attempting to use it. Check that the charging coaster is on a hard, flat surface, with the rubber ring facing down. Plug the DC end of the power adapter into the coaster, and the other end into an AC wall outlet. Ensure that the AC wall outlet is not blocked or obstructed. When placing the mug on the coaster, be sure to align the metal rings with the copper pins on the coaster. Check that no components of the mug appear to be defective or damaged in some way, as this may prevent proper operation of the mug. 

If all of the above fails, then there may be an issue with one of the mug’s internal components. Do not attempt to disassemble or repair the mug by yourself. Instead, please call or email us at support@tzumi.com or 1-855-GO-TZUMI. An experienced customer support representative will be happy to assist you. 

What if the mug doesn’t warm to the selected temperature?

If the mug doesn’t warm to your selected temperature, then it may not be sufficiently charged. Place the mug back on the charging coaster and try to fully charge it again. Wait until the LED battery indicator light is solid red and see if that helps.  

Alternatively, try cleaning the mug’s interior by gently handwashing it. Any leftover residue from your last beverage may interfere with the mug’s heating mechanisms and prevent the mug from reaching your temperature of choice.  

Do not try selecting a temperature for the mug to heat up to if there is no liquid inside, as the auto shutoff feature will cause the mug to automatically turn off for your safety. Instead, we recommend adding a small amount of your favorite beverage, then attempting to select a temperature. If this doesn’t work, try adding a bit more. Keep doing this and see if more liquid causes the mug to start warming up. Sometimes, if there is too little liquid in the mug, the heating sensors will not detect anything inside and will not let the mug begin to heat. 

Please don’t hesitate to call or email us at support@tzumi.com or 1-855-GO-TZUMI for more troubleshooting tips if you still experience difficulties. 

What if the charging coaster doesn’t work?

Make sure nothing is obstructing the charging port on either the mug or the coaster. Check that the included power adapter isn’t frayed or damaged in any way. Gently clean the coaster and see if it is damaged or visibly malfunctioning in some way. When placing the mug on the coaster, align the metal rings on the mug with the copper rings on the coaster, and be sure that the rings look and function as expected. Do not attempt to use the charging coaster if its copper rings do not look right, or if they appear damaged to any extent. 

You can also try plugging the power adapter into a different AC wall outlet and see if that helps. Alternatively, try using a different power adapter when attempting to plug in the charging coaster. Never attempt to disassemble or modify the charging coaster on your own. If all else fails, feel free to reach out to our Customer Support team for further advice. 

Where can I put (and not put) the mug?

You can place the mug on any hard, flat, and stable surface that won’t be damaged or burned by its high temperature. Wood tables, marble countertops, desktops, coffee tables…virtually any surface in a large, open space should be a safe place for both the mug and the charging coaster. 

Never attempt to put the mug in a microwave, oven, grill, or other heat source. In addition, do not place the mug in a sink, tub, pool, or other body of water when it is turned on. Only hand-wash the mug when it is empty and powered off to avoid damage to the product and/or any risk of electrocution. Do not expose the mug to extreme temperatures or high humidity levels, or place it on the charging coaster if it is powered on and empty, as it may overheat and burn. 

What shouldn’t be placed in the mug?

You should never place any sort of toxic or flammable substance inside the mug, such as chemicals, since they can cause severe damage to the product. It is also not recommended to place any food in the mug or attempt to heat it up using the charging coaster. In addition, do not place any electrical products inside the mug if it is on, as these can heat up quickly and cause serious injury or damage to the mug. Most importantly, never attempt to touch the inside of the mug or the charging coaster when they are on, or have them come into contact with yourself or others, especially children and pets.  

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