Troubleshoot your device

Troubleshoot Your SitnStand Device

If your SitnStand isn't working as expected, most issues can be resolved in a few minutes. Find your problem below for step-by-step fixes. If these steps don't resolve the issue, our customer service team is happy to help — see the Contact section at the bottom of this page.

Before You Start

Have the following ready before troubleshooting or contacting support:

• Your device serial number (see image below for where to find it)
• Your order number if purchased from us or proof of purchase
• A clear description of the problem and when it started

First — Are the Red and Green Lights on Your Remote Flashing?

If the red and green lights on your remote are flashing quickly, the system has identified a fault. Try a quick reset before you submit a warranty claim:

1. Press the Up and Down buttons on the remote simultaneously and hold them for 10 seconds to reset the system.
2. Release both buttons. The device should now respond normally.
3. Try operating the device again.

If the reset solved the problem, you're all set. If the red and green lights keep flashing or the device still doesn't respond, please fill out the warranty service request form below.

The Device Won't Inflate (Won't Lift Me Up)

1. Check the battery. If the orange light on the remote is on, the battery needs recharging (if the green light is also off, the battery is depleted). Charge the battery with the original charger until the red light on the charger turns green (up to 5 hours from empty), or swap in a spare charged battery.
2. Check connections. Make sure the battery is slid fully into its place in the air supply unit (it is held in place by a magnet).
3. Check for blockage. Make sure the device is fully unfolded and that no straps or fabric are pinching the air chambers.
4. Press the Up button one layer at a time. Each press inflates one chamber. If you press too rapidly, the device may pause briefly between layers.

If the device still won't inflate after these steps, please contact us.

The Device Won't Deflate (Won't Let Me Sit Down)

1. Check the battery. Even with a depleted battery (orange light on, green light off) the cushion can still be deflated. If it does not deflate, charge the battery and try again.
2. Press the Down arrow on the remote to deflate the cushion. While the device is working (green light flashing quickly) the buttons will not respond, so wait a moment and press again.
3. Check positioning. Make sure the device is flat and centered on the seat. A tilted device may not deflate evenly.

If the device still won't deflate, please contact us before forcing it.

The Battery Won't Charge or Doesn't Last

1. Use only the original charger. Third-party chargers can damage the battery and void the warranty.
2. Check that the charger is plugged in. Confirm the wall outlet has power and the connections are secure on both ends.
3. Check the charger indicator light. Red means charging in progress; green means fully charged. If you see no light on the charger, the charger or outlet may be the problem — try a different outlet first.
4. Charging time: charge for at least 12 hours before first use; after that, a full charge takes up to 5 hours from empty, until the red light on the charger turns green. A charge lasts up to 70 inflation cycles or up to 7 days, depending on usage, with the battery connected to the unit. If your battery provides significantly less than this, it may be reaching the end of its lifespan.
5. Store the charger in a dry place. Moisture damage to the charger can prevent proper charging.

If the battery still won't charge or holds significantly less than this, please contact us — your battery may be eligible for warranty replacement.

Strap or Placement Problems

1. Make sure all straps are fastened tightly before use — but not so tight that they restrict inflation.
2. Confirm the device is centered on the seat. A device that's off-center can shift during inflation.
3. Check the maximum weight capacity — 400 lbs (180 kg). Exceeding this weight limit can damage the device and is unsafe.
4. Do not use on rolling chairs or any chair that isn't stable.
5. For Compact models make sure the blue pipping are parallel and not twisted. If they are twisted it will kink the tubes inside the device and will block the airflow.

Indicator Lights — What They Mean

On the device battery / charger:

• Red light = charging in progress
• Green light = fully charged
• No light = check power, charger, or connection

On the remote control:

• Green flashing slowly = standby mode, ready for use
• Green flashing quickly (about 5 per second) = working mode, normal during use (the buttons will not respond)
• Orange light on, green still flashing = the battery needs recharging
• Orange light on, green light off = the battery is depleted; the cushion can only be deflated
• Red and green flashing quickly = error; reset as explained above (press Up and Down together for 10 seconds)

Still Need Help?

If none of the steps above resolved your issue, please fill out the form below. 

Have your serial number, proof of purchase, and a description of the problem ready when you contact us.

Phone: +1 833-773-7360
Email: info@sitnstand.com
Business Hours: Sunday to Thursday, 8am to 5pm EST