Make sure the diffuser is powered on and nearby.Try refreshing the “Nearby Devices” list.Restart the diffuser: unplug it for 10 seconds, then plug it back in and try adding it again.

<ol><li>Make sure the diffuser is powered on and nearby.</li><li>Try refreshing the &#x201C;Nearby Devices&#x201D; list.</li><li>Restart the diffuser: unplug it for 10 seconds, then plug it back in and try adding it again.</li></ol>

My diffuser isn’t showing up in the app

Wi-Fi names & passwords are case sensitive. Example: OfficeNetwork is different from officenetwork. Double-check your capital letters and symbols. Stick to standard characters. Avoid using emojis or unusual symbols in your Wi-Fi name or password, sin

Wi-Fi names &amp; passwords are case sensitiveExample: OfficeNetwork is different from officenetwork. Double-check your capital letters and symbols.Stick to standard charactersAvoid using emojis or unusual symbols in your Wi-Fi name or password, since some devices may not recognize them.2.4 GHz Wi-Fi is requiredMany smart devices (including ScentAir diffusers) connect only to 2.4 GHz networks rather than 5 GHz. If you see both, connect to the 2.4 GHz option. 5 GHz Wi-Fi networks are NOT compatible.Keep your phone close to the diffuser during setupBluetooth and Wi-Fi setup both work best when your phone is within a few feet of the diffuser.Reset if things don&#x2019;t connect the first timeIf setup stalls, unplug the diffuser for 10 seconds, then plug it back in and try again. This clears temporary connection hiccups.Make sure your phone is connected to the same Wi-Fi network you want the diffuser to useSome phones automatically switch between Wi-Fi and mobile data&#x2014;turning off mobile data during setup can prevent issues.One device at a timeWhen first pairing, avoid multiple people trying to connect their phones at once. Set up with one device, then share access if needed.&#xA0;Still need help? &#x2192; <a href="mailto:customercare@scentair.com">Contact Support</a>

Pro tips to avoid common setup mistakes

Welcome to ScentAir! When we're online, chat is the fastest way to reach us.

Please reach out to Customer Care here if you have any questions. We are happy to assist you with your Home scenting inquiries!

Customer Care can be reached Monday-Friday from 8AM-5PM EST

ScentAir US & Canada

ScentAir App Troubleshooting

ScentAir For Business

What does ScentAir do?

Where is ScentAir from and how long have they been in business?

What do ScentAir customers say, and is ScentAir a reputable company?

What is scent marketing?

How does scent marketing work?

How is ScentAir different from other scent marketing companies?

Why do businesses use scent marketing?

How does scent influence mood, memory and behavior?

Does ScentAir offer both home and business scenting solutions?

What types of spaces benefit from scent marketing?

Are ScentAir fragrances safe for people and pets?

How are ScentAir fragrances developed and tested for safety?

What sustainability practices does ScentAir follow?

How is professional scent diffusion different from candles or plug-ins?

About ScentAir

How do I choose the right scent for my business?

How do businesses create a custom signature scent?

How much does scent marketing cost for a business?

Can scent marketing improve brand recognition?

How do scent marketing contracts typically work?

What industries benefit most from scent marketing?

What ROI can a business expect from scent marketing?

Can scent marketing increase sales or customer dwell time?

Can scent marketing work across multiple locations or franchises?

How can scent marketing improve customer experience and brand perception?

Do ScentAir products contain any known respiratory allergens?

How do businesses control scent intensity across different spaces?

How is scent delivered in large commercial spaces?

What size spaces can scent marketing systems cover?

How are scent marketing systems installed and maintained?

Can scent marketing integrate with existing HVAC systems?

How often does scent need to be replaced?

Grow Your Business With ScentAir

ScentAir Splash

Whisper MAX

ScentAir Direct

ScentAir Stream

ScentAir Business Diffusers

Where can I find my account number?

How can I make a payment for my invoice?

How do I track my open invoices?

Where can I locate the document that outlines the length of my contract agreement?

Does my contract automatically renew?

How can I update the contacts for my account?

When is my installation/next service visit?

Can businesses change or expand their scent program after installation?

How can I change my fragrance?

When will my business receive their automated shipments?

What is my shipping schedule?

Do the machines have a warranty?

Business Account Center

ScentAir Current Business Customer

Getting started

Why scheduling matters

Adding your device

Connecting your device

Wi-Fi vs. Bluetooth connections

Wi-Fi setup

Bluetooth setup

Scent Secure

Scent intensity (ScentAir Direct & ScentAir Stream)

Scent intensity (ScentAir Whisper PRO & ScentAir Whisper MAX)

Key things to know

Pro tips for scheduling

Hidden features and tricks

ScentAir App For Business

How do I choose the right scent for my home?

Is there a subscription or auto-ship option for fragrance?

Why can't I smell my fragrance?

Why do certain fragrances cost more than others?

Can I sample fragrances before choosing one?

Do the cartridges have to be used with a diffuser?

Which fragrance cartridges work with my Whisper PRO or Whisper HOME diffuser?

What is the shelf life of a Whisper PRO or Whisper HOME fragrance cartridge?

How long do Whisper PRO and Whisper HOME fragrance cartridges last?

How do I replace a fragrance cartridge in Whisper PRO or Whisper HOME diffusers?

Are the cartridges refillable?

Can I return a fragrance cartridge if I don’t like it?

Cartridges

How to use ScentAir candles?

How are ScentAir candles made?

How long do the candles last?

What ingredients are used to make your candles?

Do I need a wix trimmer?

Where should I place my ScentAir candle?

What are your candle wicks made from?

Will the candles produce a lot of soot?

Candles

What is included in the ScentAir Infused Reed Starter kit?

How do Infused Reeds scent a space?

What is the benefit of Infused Reeds?

How many Infused Reeds should I use?

How long do the Infused Reeds last?

How long do the unused sealed Infused Reeds last?

Can I buy the infused Reeds separately?

Can I use an alternative vase?

Infused Reeds

Fragrances

What diffusers are available for residential use?

What is the difference between the Whisper PRO and Whisper HOME diffusers?

How do Whisper PRO and Whisper HOME diffusers work?

What do I need to get started with a Whisper PRO or Whisper HOME diffuser?

Does the diffuser come with the fragrance cartridge?

What size room can a Whisper PRO or Whisper HOME diffuser scent?

What warranty does the Whisper PRO come with?

What warranty does the Whisper HOME come with?

Can I get longer warranty coverage on my Whisper HOME?

What is the difference between the Whisper PRO and the Whisper HOME warranties?

Is my Whisper PRO diffuser covered by the extended 12-month warranty?

How do I make a warranty claim?

What is the voltage of the residential diffuser?

How big are the diffusers?

Do Whisper PRO and Whisper HOME diffusers require Wi-Fi to operate?

Are Whisper PRO and Whisper HOME diffusers noisy?

What makes ScentAir home diffusers different from essential oil diffusers?

Are Whisper PRO and Whisper HOME diffusers better than plug-ins or candles?

What cartridges fit the old ScentAir diffusers?

Where should I place my Whisper PRO or Whisper HOME diffuser for the best results?

Preparing Whisper diffusers for use

Applying rubber feet for optional horizontal use

Can I operate the diffuser manually?

How do I adjust the fan speed?

How do I adjust the LED lighting?

Diffuser Set Up

What can I control with the ScentAir app on my Whisper PRO or Whisper HOME diffuser?

Adding a location & diffuser

What is a Scent Event and how do I create a new one?

Does the ScentAir app work with smart home systems like Alexa or Google Home?

Diffuser Programming & the ScentAir App

My diffuser won't connect to the app

My schedules aren’t running

Bluetooth connection keeps dropping

My schedules disappeared

I changed Wi-Fi at home/office, now my diffuser won’t connect

I’m not receiving app notifications

I’m getting weak scent or no fragrance output

I need to reset my diffuser

My diffuser won’t turn on

Pro tips

Diffuser Troubleshooting

Diffusers

How can I find my order number?

Where can I locate my order confirmation email?

How will I know if my order has been received?

Can I make changes or cancel my online order?

When will my order ship?

Can I check my order status from my account?

Where can I find my shipping confirmation email?

Orders

When will I be charged for my order?

Can I ship an order to a P.O. Box or military base?

Can I ship an order to multiple addresses?

Which countries do your online stores ship to?

What are the shipping fees?

How can I track my order?

When will my order be delivered?

Billing & Shipping

ScentAir diffuser warranty policy

ScentAir refund policy

How do I make a refund request?

What is your policy on lost or damaged orders?

Refunds & Exchanges

How promotions & discounts work

Coupons & discount codes

How do I apply a coupon code to my order?

Which products are excluded from promotional codes & discounts?

Exclusions

Promo Terms & Conditions

How do I join and what are loyalty points?

How do I redeem my points?

Can I earn points when checking out as a guest?

How many points do I earn on purchases?

Can points be combined with other discount codes?

Will my points expire?

When are birthday points awarded?

How can I earn even more points?

Can I redeem my rewards for cash?

Can I use all my points at once?

What happens to my earned points if I return my order?

Rewards Program

How does the ScentAir referral program work?

Who is eligible to be a referral?

Where can customers share their referral link or code?

How many points are added to my account for referring a friend?

Is there a minimum amount my referred friend needs to spend to checkout?

Is there a limit to how many friends I can refer or the rewards I can earn?

What if my referral forgets to use my referral link?

How do I know when I've successfully referred someone?

Is there a way for me to track the status of my referrals?

Refer A Friend

ScentAir Rewards & Loyalty Program