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May 6th, 2022

Diffuser Offline

Reconnecting Your Pura diffuser

WiFi

If your Pura diffuser won't stay connected to your internet, you may have a WiFi compatibility issue. Pura diffuser's are incompatible with the following WiFi settings: 
  • 5Ghz WiFi
  • Hidden networks
  • Mac address authentication
  • WiFi that requires you to enter a username
  • Additional security features 

If you have one of these settings, you can work with your WiFi network provider to make changes required for your Pura diffuser. For more information on your WiFi configurations, please see our article WiFi Network Requirements

Power Issues

Your app may signal a Diffuser Offline message if your diffuser has been unplugged, disconnected, or has become unresponsive. You can check to ensure your diffuser is still receiving power. Here's how:
  • Press the reset button once briefly to see if the diffuser lights up. If it does, your diffuser is receiving power. 
  • Make sure the diffuser is plugged into an outlet receiving power. If that outlet does not receive power, move it to another outlet, and press the reset button again. 
If your diffuser is not receiving power, please reach out to our Customer Care team by filling out the Contact Us form

Additional Help

If your WiFi network is compatible with your Pura diffuser, and you're still unable to make changes in your app, please visit our Diffuser Connectivity article for more tips. 

You can also check the status of our systems by visiting our Status Page.
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If you couldn’t find what you were looking for, you can reach out to our Customer Care team by submitting a request using the CONTACT US button below, or by giving us a call or text to 1 (650) 735-8233.

Our hours are Monday - Friday between 8:00am - 5:00pm MST. We are excited to hear from you and happy to help!

Thank you.