There is a broken bulb. Carefully inspect all bulbs in your unit, looking for cracked or crushed bulbs.
A bulb is burnt out. Check the ends of each bulb for silver discoloration.
Your unit is overheating. Unplug the unit and leave open in a well-ventilated room for 20 minutes. To prevent overheating, do not run sanitizing cycles back-to-back multiple times without a break to cool down.
The bulbs are dormant. When the gasses inside the
bulbs aren't electrified for a while, they can
become reluctant to light at first. It helps to run
them a few times, or to leave the lid open and let
bright sunlight or other bright lights shine on them
for a bit.
PhoneSoap handles all bulb replacements and repairs in-house. We would love to help you!
My PhoneSoap only works if I unplug it and plug it back in.
This means that there is a short in the device or charging cord,you will need to return the unit with the cord for a repair or exchange.
My PhoneSoap won’t charge my device.
First, ensure your PhoneSoap device is still running a sanitation cycle. If it isn’t, please contact us for a repair.
PhoneSoap: Pro, Go, 3, Basic V1, and HomeSoap
Ensure your PhoneSoap unit is plugged into a power source while attempting charge.
Try to charge the device with a different cable.
Attempt to charge a different device.
If none of these work, then your PhoneSoap needs to be repaired and should be sent to our warehouse.
PhoneSoap Wireless Only
Ensure your PhoneSoap unit is plugged into a power source.
Make sure your phone has wireless charging capabilities.
Remove your phone case.
Confirm that the phone is centered on the Qi charger with the screen facing up.
Ways to Troubleshoot Your Device
This article determines if your PhoneSoap is malfunctioning and provides some troubleshooting tips.
Plugged into a Working Socket?
First, check if the power socket is the issue. Try testing the socket with a lamp or other household items to ensure it is working.
Plugged in Correctly?
Try checking if the cords are plugged into the correct ends of the unit. The PhoneSoap Pro requires the power cord to be plugged into the “USB-C IN” port only. For the PhoneSoap Go, the power cord should be plugged into the “Power Input” port in the back. This is the same for the PhoneSoap 3, Wireless, HomeSoap, and AirSoap.
Automatic or Manual Mode?
Ensure the unit is in the correct mode. If in Manual mode, the PhoneSoap Pro and HomeSoap will only turn on when prompted. If you have further questions, refer to the article on Manual vs. Auto modes.
If you are plugged into a GFCI outlet, try to “Reset” the outlet first and test if the unit will turn on.
If any issues persist, please contact customer service and we’ll troubleshoot with you and send out a replacement or repair unit.