Support Delays

Can't Smell your Pura?

Are you having issues smelling the fragrances in your Pura device? Don't worry! We're happy to help out.πŸ˜ƒ
Before we get started, we wanted to share some information that might be helpful! First, not all of our fragrances have the same strength or range. We have three different strengths, ranging from "Subtle", "Medium", and "Strong". Here is the breakdown below:
Subtle - up to 300 sqft
Medium - up to 600 sqft
Strong - up to 1,000 sqft
To see what strength your fragrance is, visit the fragrance page in our store and filter the fragrances into "Strong", "Medium", and "Subtle" on the left side of the page. You can also adjust the fragrance intensity from 1-10 using the Pura app!
Another thing to note is that even if the vial has some oil remaining inside, there may not be any "fragrance" left. Not all of our vials will burn the oil all the way down to the bottom. 

We want to inform our customers that at the moment, the device's feature to read the oil levels has been having some issues. The fragrance should follow the timeline above, but there has been a bug in the software that causes the app to signify the oil levels are "low" too soon. This is something that our team has been looking into, but does not have a solution at the moment. We are expecting a resolution sometime in March! 

In addition to this, we recommend manually checking the oil levels in your device by removing the vial. On the side of the fragrance vial, there is a clear strip where you will be able to see how much oil is remaining. If the oil level is low, we recommend replacing that fragrance.

If you are still experiencing issues with your device, please click the β€œHelp” icon found throughout our help center! You can search for related articles, or to reach out to our Customer Support Team directly, you can start a live chat between 9:30 AM - 5:00 PM MST. We are happy to help!