FAQS

  1. Does the PURE ONE S12 comes with a continuous cleaning switch?
    Yes, PURE ONE S12 comes with the switch lock, so you don’t have to hold the power button while cleaning all the time.
  2. Can the battery pack be replaced?
    Yes, PURE ONE S12 is equipped with 2 detachable batteries.
  3. How long should I charge the battery?
    Before first use, please charge the device for 3-4 hours. The PURE ONE S12 has the battery protection function, so it's okay to leave the main body on the wall-mounted docking station after it is fully charged. If not using the diveice for a long time, we suggest charging the battery at least 50% every 3 months.
  4. How to store the battery if not use the device for a long time?
    If not using the diveice for a long time, we suggest charging the battery at least 50% every 3 months and put the battery in a cool and dry place. Suggest environment is 39.2°F (4℃)-102°F(40℃).
  5. What's the function included in App?
    You can control the device through the App as all information displayed there. You can also see the cleaning performance report and contact us by App. You may even enjoy music or watching videos as well.
  6. What's the function included in APP?
    Our App includes the working status such as power, dirty level, battery level and filter life. And it can also show your cleaning performance report and help you contact us by App. You may even enjoy music or watching videos as well.
  7. How should I clean the filters?
    It equips with an automatic pre-filter cleaning tool and can even provides the cleaning experience against filter rinse & dry hassle. You may also need to clean the HEPA periodically.
  8. When the filters need to be cleaned?
    If you get the App reminder of Air channel blocked and see the indicator light blinking on work, then you need to clean the filers or check any blockage through the whole air channel. In case of low suction power, please clean the filters and remove any blockages.
  9. How much does the PURE ONE S12 M weight?
    The main body of PURE ONE S12 weights 3.53lbs/ 1.6kg. The weight of accessories varies.
  10. Does it pick up large debris like cereals, dog hair etc?
    PURE ONE S12 M equips with Full-size LED multi-tasker power brush which can clean large debris and pet hair easily.
  11. Is it OK to leave the device plugged in when it's fully charged?
    Yes, it is fine. PURE ONE S12 M has the battery protection function.
  12. Can't install App
    Please check if your phone's system is: iOS 8.0 or above; Android 5.0 or above
  13. Can't connect to the device
    1.Please check if your home WiFi password is correct
    2.Please check if your home WiFi is 2.4G and not 5G. You may turn off the 5G signal before connecting WiFi.
    3.Please choose the same region where the device purchased.
  14. How should I choose the region?
    Please choose the same region where your device purchased to ensure you get our service in time.
  15. Can't receive the verification code.
    Please make sure your mail adress is valid and the verification code will be sent to you, the code is only valid within 24H.

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