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Frequently Asked Questions

Email Support

Support Email

support@airthereal.com

Phone Support

Support Phone

1-725-333-0437

Find answers to our most frequently asked questions below. You can also send us a message at support@airthereal.com or call us at 1-725-333-0437 (9am - 6pm EST, Mon-Fri).

[1] Frequently Asked Questions

User Manuals for all Airthereal products: Learn More 

Register your new Airthereal products here to benefit from the extra warranty period! Learn More 

[2] Recharge

Select "Subscribe and Save" on the product page and select how often you want new filters delivered. Proceed to the checkout to get 10% off on your filter subscription plus free shipping.

If you have not registered an account, you will need to create an account using the same email address used at checkout. Once you've created your account and completed the checkout process, we will begin processing your first order and will send you a notification once it has shipped.

Your recurring ship date and shipping frequency will be displayed to you during checkout and can be changed anytime from your Account page.

You can also access your account using a direct link to the customer portal. This link is normally sent in the Subscription Confirmation email when you begin a subscription and in the Upcoming Order email.
 

To update payment information:

1. Log in to the customer portal.

2. Click the Payment Methods tab.

3. Click Add new payment method and enter your payment method details.

4. Click the Subscriptions tab and click Edit on the subscription to be updated. 

5. Expand the Shipping and Billing section and click Use this shipping and billing pair to select the new payment method.

6. Return to the Payment Methods tab, expand the old payment method and click Remove payment method.

You can update the shipping address for a specific subscription:

  1. Login to your customer portal.
  2. Click on Subscription and scroll down to Shipping Address.
  3. Click the arrow to expand.
  4. Select one of the other shipping addresses.  

Log in to your customer portal to skip a delivery.

  1. Login to your customer portal.
  2. Click on Subscription and scroll down to Skip this order. 

Login to your customer portal to adjust the order date:

  1. Click Subscriptions and then click the arrow to expand.
  2. You will be taken to a page where you can edit the next order date for your subscription.
  3. Once you select the new charge date you can click on Update next shipment date. 

In order to cancel your subscription, you will first need to log in to your account.

  1. Login to your customer portal.
  2. Click Subscriptions then Edit.
  3. Scroll down to the bottom of the page and click on the Cancel Subscription. Provide a cancellation reason and confirm the cancellation by clicking Proceed. 

[3] Orders

Please email us at support@airthereal.com as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we will process the cancellation as long as the order has not already been shipped. 

If the order has already shipped you will need to email customer support to request a return. 

You can view order status on your Account page, which will be updated after your order is placed and again once your order ships. You will also receive a confirmation email after checkout which will contain order updates. 

You can use one promo code per order. Discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.

Keep in mind that promo codes cannot be combined. Exclusions include but are not limited to: newly launched collections, accessory, and open box items. Promo codes typically cannot be used during promotions as well, so double check the fine print when a promotion is live.

Just click the REDEEM GIFT CARD link in the email. Create an account or log in and enter the code. You can always enter the code here. Once you have applied the gift card to your account, it will automatically apply to your next purchase. If you do not have enough store credit in your account to complete the purchase, you can pay the remaining balance with your credit card.

  • Warranty & Returns Info: Learn More

           

[4] Product - Air Purifier

When the replacement icon lights up, it is a reminder to check and change the air filter. It’s recommended to replace the filter every 6-8 months for optimal use, or according to your air filter status.

After replacing the filter, please reset the filter alert according to the instructions in the user manual.

Anions are particles with one or more extra electrons, conferring a net negative charge to the particle. It's used to eliminate the occurrence of airborne bacterial infections and to reduce static electricity buildup in electronics.

It speeds up the purification by absorbing pollen, dust and other airborne particles. When the anion function is on, it becomes an air ionizer that uses high voltage to ionize air molecules.

The model has the Anion function: APH260 

UV-C refers to ultraviolet light with wavelengths between 200 - 280 nanometers (nm). It emits UV light to activate the titanium oxides to break down harmful viruses, bacteria and gases that HEPA and Carbon cannot capture. The UV light is installed inside the box to avoid people being exposed directly to the UV.

APH260 has been tested for electrical safety and ozone emissions and complies with the maximum allowable concentration of ozone of 0.050 parts per million by volume (ppmv) in a 24-hour period(CARB indoor air cleaning devices safety).

The UV-C light is rated at 50,000 hours, or slightly longer than 5 years. There's no need to replace the UV light for normal maintenance.

To switch on the UV-C light, press the UV-C button to activate the UV-C Light Mode.

To switch off the UV-C light, press the UV-C button again to inactivate the UV-C Light Mode. 

The model has the UV function: APH260, AGH430

It absorbs smoke particles in the HEPA filter under anion mode. Then, the 3 Filtration Stage True HEPA filter will filter all smokes out of fresh air. So yes, it removes the smell of smoke by catching all smoke chemicals from the air.  

[5] Product - Ozone Generator

Ozone (O3) is a powerful sterilizer. When odors, bacteria or viruses meet ozone, oxidation reactions occur and both parties are destroyed. Ozone essentially reverts back to oxygen. Therefore, even though exposure to high concentrations of ozone could do harm to humans and pets, it won’t last long in the air. Just remember to open doors or windows to allow ventilation for at least 30 minutes after use, or turn on the air conditioning during the treatment if you use it in the basement. It could sterilize the air-conditioning system as well. 

Note: Ozone can adversely affect indoor plants, and damage materials such as rubber, electrical wire coatings,fabrics and art work containing susceptible dyes and pigments. 

Since the main reaction of ozone is strong oxidation, during the oxidation some polymer groups may have some negative effects, such as PU plastics oxidizing and turning yellow.

Step 1 - Clean up the pollutants

Before ozone treatments, please do some cleaning in order to remove the source of the odors. Close the windows and doors. Make sure no people or pets are in the room.

Step 2 - Use the timer

It's highly recommended to set the timer and leave it in the room. Treatment time can be adjusted according to the room size and air quality. If you are not sure, you can start with 15 min and increase the treatment duration or frequency next time.

Step 3 - Use in Unoccupied space ONLY

Exposure to high concentration of ozone can be harmful. Please stay outside the room being ozone treated. We include a NO ENTRY sign in the package as a gift, which can be hung on the door.

Step 4 - Repeat ozone treatments (as needed)

You can take out your ozone generator and schedule an ozone treatment whenever you suffer from odor issues. Repeat it whenever air problems occur.

To remove tough odors, please increase treatment time and frequency until your problem is gone. 

If the mold on the wall is out in the open, such as visible on the wall, the ozone will kill the visible mold on the walls as well as the spores in the air. After several uses of the ozone machine, the mold will change color...gray to white, and you can then clean it off with bleach If the mold is behind the wall, it will not be exposed to enough ozone to eliminate it. So, if possible, you would have to eliminate the mold behind the wall in order to eliminate it permanently.

If you cannot remove the mold from behind a wall, you will need to use ozone periodically to kill the spores in the air as they form. That should prevent mold from growing elsewhere.

If your house is very humid or damp, despite using a dehumidifier, mold will likely form regularly. In that case, use the ozone regularly to kill the spores in the air. 

Maintenance is super easy.

1. Take out and wash the pre-filter at the back whenever it gets filled with dust. Put it back when dry. That’s it! 

2. Keep the unit in a cool,dry space when in storage.

3. The ozone plate is meant to be used for years. Only change the plate when the blue light on it gets much weaker than before and you can’t smell as much ozone as before. . The ozone plate replacements are available for sale on Amazon and our website.

Clean or change the ozone plates if the ozone output is weak. Environmental factors affect the duration of ozone output. Unscrew the four screws on both sides of the machine. Press the handle, loosen the ozone holder, and pull out the ozone plate. Clean the plate with water or replace it with a new one, make sure the plate is dry and the metal terminals contact well when reinstalling.

The weird odor is the residual ozone after the air treatment. After use, please open doors and windows to allow ventilation for 60 minutes. The residual ozone will disappear soon.

 

Yes, you can stay in another room if you close doors and windows of the room being ozone treated. Just make sure all remaining ozone reverts back to oxygen or thoroughly air out before you return to the room.

Please use an extension outlet when you run ozone generators inside the car. It needs to be plugged into an outlet.

Vehicle's air conditioning system can easily accumulate bacteria and dust, then the oxides in the ozone reaction may stay in the system and stink for a while. Therefore, we suggest you run the ozone generator in the vehicle for 10-15 minutes per use. Turn on the Recirculation Mode during the treatment and turn on the Fresh Air Mode after treatment, helping ventilation. As the sterilization and disinfection effect of cycle use is the best, frequent ozone treatment is the key to remove odors, instead of the long treatment.

The rubber, plastic, and upholstery in the vehicle may be oxidized during the treatment, but as the treatment time is short, it shouldn’t be a big problem.

Many customers reported that the ozone generator is good for keeping the mustiness away in the basement.

Here are the points to note when using ozone machine in basement:

  • Turn on the air conditioning during the treatment if you use it in the basement. It could sterilize the air-conditioning system as well.
  • You must thoroughly air out all remaining ozone before you return to the basement. If you believe they are not able to make it air out thoroughly, please allow a longer time to consume the residual ozone before returning to the room. Normally, the ozone will need 4 hours to react and disappear completely, but depending on the ventilation.
  • If you can smell the ozone when you are upstairs, you need to block heat or cold air duct return registers. Ozone can sterilize these ducts as well<, but it’s not great for you to be able to smell it upstairs. .
  • If you need further assistance, please feel free to reach out to us at support@airthereal.com.

Theoretically, in the 350 ft³ (10m³) area with 10,000 mg/h output, the concentration of ozone is 166.67mg/m³ in 10 minutes, PPM will be 128.91ppm. 

However, ozone is extremely unstable, it will quickly react with pollutants in the air and reverts back to oxygen. Therefore, its concentration is unstable and difficult to measure in daily use. Just remember to open doors or windows to allow ventilation for at least 30 minutes after use, or turn on the air conditioning during the treatment if you use it in the basement. It could sterilize the air-conditioning system as well. 

The ozone generator uses the O2 source in the air to produce ozone through the silent corona discharge method, so it may spark in the first few seconds of ozone generation. However, sometimes sparks can be caused by dust on the surface of the ozone plate. Heavy spark issues will speed up the loss of the lifetime of the ozone plate.

Or if the ozone plate is broken, abnormal or severe sparks(like firework) and a buzzing sound are likely to appear.

Instructions:

1. Take out the ozone plate to clean it and try it again to see whether the spark still exists. Unscrew the four screws on both sides of the machine. Press the handle, loosen the ozone holder, and draw out the ozone plate, clean it with water. Make sure the plate is dry, and the metal terminals contact well.

2. If the ozone plate is broken, it needs to be replaced with a new ozone plate.

If you use the AH1000 ozone generator for air purification, the tube doesn't need to be attached. Press the Power button to turn on the unit. Use + - buttons to choose the ozone operating time. The ozone will be directly emitted through the air outlet. After the timer countdown is complete, the display screen will show as 00. The ozone will stop generating but the air pump will be delayed for 30 seconds.

[6] Product - Water Heater

The water heater’s power is measured in kilowatts (kW), which usually refers to the power of the electric heating tube in the water heater. The greater the power, the more heat that can be generated.  This means less heating time is required and there is a higher load on the wire.

The power of common water heaters on the market are 6.5kW, 9kW, 14kW, 18kW, etc.

When purchasing an electric tankless water heater, you can choose your preferred power level for what you need, the number of faucets, and the water consumption habits.

Normally, the climate in the southern US is warmer and the requirements for the heat load (power) of the water heater are lower. From an economic point of view, 14kW water heaters can meet the requirements of comfortable bathing. In the northern US, the water temperature is lower, especially in winter when the heat load (power) of the water heater is required to be large enough to meet the requirements of comfortable bathing, so families farther north should choose an 18kW water heater.

If you have multiple showers, choose a high-power capacity water heater or try to install multiple water heaters.

If you have a large house, install an on-demand water heater at each hot water outlet, which will provide more constant hot water while achieving energy savings of 27%–50%.

Whether the water heater can be used or not depends mainly on the local inlet water temperature and water flow -- usually measured in gallons per minute (GPM).

 

Average GPM Usage for Common Appliances

Description

GPM

Range

Low Flow Faucet

0.5

0.5-0.9

Bathroom Faucet

1

0.5-1.3

Kitchen Faucet

1.5

1.0-2.2

Shower

2

1.5-2.5

*The flow rate for each symbol is represented in the GPM (gallons-per-minute) column of the table above. The Range column indicates variations in GPM for faucets and showers based on manufacturer and style.

Temperature Map

First, determine your average inlet water temperature by finding your location on the map and noting the color.

For example, the average inlet water temperature in Colorado is 47°F while the average inlet water temperature in most of Louisiana is 67°F.

 

Next, determine how many applications your tankless water heater can run simultaneously by matching your color to the table below.

 

Inlet Temp (°F)

kW (Model)

GPM

Approx Usage

Outlet Temp (°F)

41

6.5

<0.7

Low Flow Faucet

104

9

<0.9

Low Flow Faucet

108

14

<1.4

Kitchen Faucet

108

18

<1.7

Kitchen Faucet

108

50

6.5

<0.8

Low Flow Faucet

104

9

<1.0

Bathroom Faucet

108

14

<1.6

Kitchen Faucet

108

18

<2.0

Shower

108

59

6.5

<0.9

Low Flow Faucet

104

9

<1.2

Bathroom Faucet

108

14

<1.9

Kitchen Faucet

108

18

<2.4

Shower

108

68

6.5

<1.2

Bathroom Faucet

104

9

<1.5

Kitchen Faucet

108

14

<2.3

Shower

108

18

<2.9

Shower

108

77

6.5

<1.5

Kitchen Faucet

104

9

<2.0

Shower

108

14

<2.4

Shower

108

18

<3.8

Shower

108

For example 1, suppose I am in California and I need a water heater for a bathroom. The inlet water temperature in my area is 72°F so I need to buy a 14kW water heater to meet my needs.

For example 2, suppose I am in California, and I have two bathrooms. Usually, my friend and I have a shower at the same time, so I need to buy two 14kW water heaters, one for each bathroom.

Maybe. You must choose the proper model to suit your home’s hot water needs, which is based upon the maximum flow of hot water you need at any one time. You can buy tankless water heaters that are capable of handling one shower at a time and others that can sustain a maximum of two showers operating at the same time.

The inlet water temperature varies from season to season, so it is advisable to choose a more powerful water heater to meet the hot water demand in winter. Smaller machines may be sufficient in the summer, but may encounter conditions that are not hot enough in the winter.

Feel free to contact us via support@airthereal.com if you have any questions on selecting the size of the tankless water heater. We'll be able to provide recommendations of the size of tankless for your unique climate.

The models need to be installed indoors. If you are referring to one of the foundation walls yes it can be installed but please be aware of any freezing in your area, you may have to have a layer of insulation between the wall and unit to prevent any damage by freezing temperatures. The benefit of tankless electric water heaters is that there is no venting required and can be mounted in most places of the home that are easily accessed for maintenance. If you have any further questions you can call our technical support line at 1-725-333-0437.

The instantaneous power consumption while the hot water is running is quite high (up to 9kW, 14kW, or 18kW depending on which model you’re looking at on the product page). However, when no hot water is being used, the power consumption is 0 (or a minuscule amount to run an LED light or something). The total power consumption over the course of several days or longer should be much lower than a tank heater but the short-term power usage while the heater is making hot water will be much higher than a tank heater. It’s just that the unit sits idle most of the time while a tank heater will use power fairly frequently even when no hot water is needed as the water in the tank cools off over time and needs to be re-heated fairly constantly.

Please DO NOT directly drink the water from the water heater. The water from the faucets must have drinking water quality and untreated plumbing might have a bacteria risk, thus it is advised to not use heated water for drinking.

Yeah, it’ll work great until it doesn’t. Hard water doesn’t affect the ability to heat the water. Over time, anything attached to hard water can become damaged by hard water. You will need to flush the unit after 6 months to remove any mineral calcium deposits. If minor then flush out once a year.

There are some affecting factors, which are water flow, the inlet water temperature, and the set temperature. Generally speaking, the power of the water heater may not fully satisfy the environment of your home. Maybe the inlet water temperature is too cold, or if you set a much higher temperature or the water flow in your home is quite large, the water heater is not strong enough to provide enough constant hot water.

If there is no hot water coming from your electric tankless water heater, please check the following points:

  1. Check if the machine is correctly installed and powered on: 
    1. Connected to the power supply, there is no beep sound or display, you may have a faulty breaker or unit may be wired incorrectly. Make sure the breakers at main electrical panel are ON;
    2. Check the wiring, the indicator L1 is connected to the neutral wire, L2 is connected to the live wire, and the other symbol indicates the ground wire. See the pic below:
  2. After powering on, check if the buttons respond well.
  3. Check if there is an error code on the screen. If so, follow the user manual instructions to eliminate it.

Show

Failure Analysis

Solution

E1

Leakage of electricity.

Contact Airthereal support for assistance.

E2

Temperature exceeds 149°F/ 65°C.

A. Select a lower power level or turn down the temperature.

B. Increase water flow.

E3

Water inlet temperature sensor failure

Contact Airthereal support for assistance.

E4

Water outlet temperature sensor failure

Contact Airthereal support for assistance.

EF

Water flow sensor got stuck.

Contact Airthereal for assistance.

 

4. System overloading: If there is no hot water but cold water, probably it's because too many faucets are being run at once. To overcome this problem, try to use one hot water appliance or install more tankless water heaters to meet your needs.

The estimated lifespan of Airthereal electric tankless water heaters is 5-8 years (depending on the daily usage).

Note: Do not attempt to repair this water heater yourself if the unit is not working properly.

Call a technician for assistance. The power supply always needs to be shut off before these operations are carried out.

To ensure consistent Maximum performance of the unit, it is recommended to follow these instructions:

  1. Periodically remove scale and dirt that may build up at the aerator of the faucet or in the shower head.
  2. There is a built-in filter at the inlet connection which should be cleaned from time to time. Please cut the water supply before cleaning this filter. You can then reverse the inlet and outlet pipe connection (connect each pipe to the opposite connection) and open the faucet to manually flush the filter by opening the faucet to its max. After flushing the filter in this way, remember to reverse the pipes back to the normal connections.
  3. If the water heater is not used for a long time (more than 3 months), please clean the water inlet waterway first in the state of power off (Not using it for a long time will cause oxidation of the water pipe, and dirty water will flow out), air and impurities must be removed before use.

Important Note

  1. Any maintenance performed on the water heater unit may introduce air into pipes. It is important to purge all the air out before powering on again. Failure to do so could cause serious damage to the heating element.
  2. If you have a water supply with high levels of mineralization (hard water), you should increase the frequency of your maintenance. Check the descaler device regularly to see if it is functional.
  3. Do not use paint thinner, alcohol, petrol, or any other chemical solutions to clean the unit. Use only a damp cloth with mild detergent to wipe away any dirt or debris.

[7] EXTEND Product Protection Plan

Extend provides peace-of-mind with added protection for the products you love. Extend offers an affordable, stress-free protection plan so your stuff is covered, even after manufacturer warranties expire.

Extend works with a network of top rated insurance companies to underwrite the protection plans we offer. By working with a number of different insurers, we can match products to the best protection plans, optimized for price, term, and type of service. By tailoring protection plans for merchant's individual products and customers, we ensure that our partners can maximize purchase conversion, revenue, and most importantly – happy customers!

Yes! Certain products are eligible for accidental damage plans. This plan provides coverage for accidental damage from handling (ADH), such as drops and liquid spills. Our ADH plans are in effect from day one, and even extend the mechanical and electrical coverage after your manufacturer’s warranty expires.

You return your product, the merchant returns the money you paid for the protection plan. Depending on how much time has passed since your purchase, Extend will issue a pro-rated refund.

When filing a claim with Extend, you will simply need to provide either your contract ID, email address or another identifying piece of information.

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