When the Ember is not turning on or charging, there are a few steps you can try:
If the Ember is showing a solid red light, let's check the charging coaster. The pins on the coaster should be able to spring back up and remain at even heights. If one or both pins seem to be recessed or uneven, your Ember and Charging Coaster are not receiving a constant connection, therefore will have some issues charging or powering on. If this is the case, please reach out to us!
If the coaster looks good, let's try a reset of the Ember. We will be performing a reset of your mug to recalibrate all data that can potentially be causing the issue. To do this, please hold the power button on the bottom of the mug for about 14 seconds until you see the LED flash red. (The Ember will first pulse blue, then yellow, then red) At this point, please let go and allow the mug to pulse back to white. Please note, if you had previously paired your Mug to your smartphone after a red light reset is done, you will have to forget the "Ember Ceramic Mug" from the Bluetooth settings on your mobile device and re-pair it.
If after trying these steps, the Ember is still not powering on, please reach out to us!
To obtain warranty service, a return authorization must be requested from our customer service team. To request a return authorization, please contact Customer Service here. You must deliver the Product, in either its original packaging or packaging providing an equal degree of protection, to the address specified by Ember. Unless prohibited by applicable law, Ember requires you to furnish proof of purchase details and/or comply with other requirements before receiving warranty service. In the event that any warranty service is necessary, please see Ember's Warranty Policy for further details.