ExpressPro troubleshooting: screen, door and sensor.
Work down the checks below in order — screen, door, sensor, bulbs. Anything that does not resolve here goes to Pro Support, who can send a loaner while your unit is serviced.
Screen and power
The screen does not light up.
Check the power connection at both ends and the switch on the unit, then try a second outlet on a different circuit.
If the unit still shows nothing, the display has failed. Contact Pro Support — we can send a loaner unit while yours is repaired.
The screen lights up but the display never changes.
Wave a hand over the IR sensor and watch the screen. No change on the display and no beep points to a failed sensor, which we replace under service with a loaner in the meantime.
Door
The door will not open.
Wave over the IR sensor first — the door is motion-operated and also closes on its own after about 20 seconds.
- If the unit beeps when you wave but the door does not move, the door motor needs to be reseated or replaced.
- If you open the door manually past the top of the frame and it then travels the rest of the way on its own, it is a motor or track issue rather than a sensor issue.
- Check nothing inside the chamber is obstructing the door — a red indicator means the door is blocked.
Call Pro Support at (844) 987-0917 or email prosupport@phonesoap.com with your serial number and what you observed at each step.
The indicator is red.
Red means the door is blocked. Blue means a disinfection cycle is running, and green means the unit is ready for a hand wave. Clear the obstruction and the indicator should return to green.
Bulbs and cycles
The app says a bulb needs replacing.
Use the app to identify which bulb is out, then contact your representative or Pro Support for a replacement bulb. ExpressPro bulbs are field-replaceable, unlike the consumer units.
A cycle will not start.
Check the mode on the OLED display. In Auto (A), disinfection starts as soon as the door closes. In Manual (M), you wave over the sensor to begin. If the unit is in Manual and you are waiting for an automatic start, nothing will happen.
Setup is asking for a WiFi password.
Use 12345678.
Still stuck? Have your order number and the serial number from the label on your unit ready.