Technical Support Troubleshooting Guide
Troubleshoot Product Issues Before Creating a Support Ticket
Before submitting a support ticket, Breez provides self-service troubleshooting guides to help you resolve common product issues quickly. Many problems can be fixed in minutes with the right steps, getting your products working again without waiting for a support response.
When to Use Troubleshooting
Troubleshooting guides are available for the following products and common issues:
| Product | Common Issues |
|---|---|
| Mini Fridge | Not cooling, leaking, making loud noises |
| Microwave | Start button not working, not heating, burning smell, plate missing or broken |
| Air Purifier | Not turning on, no airflow |
| BedLoft | Not stable or wobbles, assembly difficulties, missing parts |
| Digital Safe | Won't open, forgot combination |
If your issue matches one of these categories, follow the troubleshooting steps before creating a support ticket.
If your question is about billing, delivery timing, account access, or pricing, use the General Support Tickets Guide instead.
How to Access Troubleshooting
- Log in to your account at gobreez.com and navigate to My Account
- Find your order and click the Technical Support button
- Select the product you are experiencing issues with
- Select the specific issue from the list of common problems
- Follow the troubleshooting steps displayed on screen
Complete each step before moving to the next. Many issues are resolved within the first few steps.
Common Troubleshooting Solutions
Mini Fridge Not Cooling
- Check the thermostat knob - Locate the dial inside the fridge and turn it to the maximum or highest number setting. Allow up to 2 hours for the fridge to reach cooling temperature.
- Verify the outlet has power - Test the outlet by plugging in a device you know works, such as a phone charger. If the charger does not work, the outlet may not have power.
- Ensure the fridge plug is connected to the microwave's back outlet - The Breez bundle is designed with the fridge plugging into the outlet on the back of the microwave. Confirm this connection is secure.
- Try separate wall outlets - If step 3 does not resolve the issue, unplug both the fridge and microwave and plug each into separate wall outlets to test.
Mini Fridge Leaking
- Check for the drip tray - Look at the lower back of the fridge for a drip tray. If water has collected, carefully remove the tray and empty it, then soak up any remaining moisture.
- Wipe condensation - Use a dry cloth to wipe any condensation from inside the fridge and around the door seal.
- Monitor for 24 hours - After completing steps 1 and 2, observe the fridge for 24 hours to see if leaking continues.
Mini Fridge Making Loud Noise
- Check if the fridge is level - An unlevel fridge can cause vibration and noise. Locate the adjustable front legs at the bottom of the fridge.
- Turn clockwise to extend the leg (raise that corner)
- Turn counter-clockwise to retract the leg (lower that corner)
- Use a temporary fix if a leg is missing - Fold a piece of cardboard and place it under the corner where the leg is missing to temporarily level the fridge.
Microwave Start Button Not Working
- Use the Time Cook function - Press Clear to reset the microwave, then press Time Cook, enter your desired cooking time using the number pad, and press Start.
This method bypasses the standard start sequence and often resolves button responsiveness issues.
Microwave Not Heating
- Perform a water test - Place a microwave-safe cup of water inside and run for 2 minutes on high power.
- Check the water temperature - If the water is hot after the test, the microwave is heating properly. Your food may require a longer cooking time.
- Test with a different food item - Some foods heat more slowly than others. Try heating a different item to confirm the microwave is functioning.
What If Troubleshooting Doesn't Work?
If you have completed all troubleshooting steps and your issue is not resolved:
- Click "Still need help? Create a support ticket" at the bottom of the troubleshooting page
- Your ticket will automatically include the product, issue type, and troubleshooting steps you completed
- A support team member will review your ticket and respond with next steps
For questions that are not related to product functionality (such as billing, delivery, or account issues), see the General Support Tickets Guide.
Frequently Asked Questions
Can I skip troubleshooting and go straight to a ticket?
Yes. When selecting your issue, choose "None of the above" to bypass troubleshooting steps and proceed directly to ticket creation.
What information is included when I create a ticket from troubleshooting?
Your ticket automatically includes the product name, the issue you selected, and which troubleshooting steps you completed. This helps support resolve your issue faster.
How quickly will someone respond to my ticket?
Support tickets are typically answered within 1-2 business days.
What if my product is not listed?
If your product or issue is not available in the troubleshooting menu, use the General Support Tickets Guide to submit a general inquiry.
What if I want to cancel my subscription instead?
If you are considering ending your Breez subscription, see the Early Termination Guide for information on the process and options available.
Need Help?
For urgent issues that can't wait for a support ticket response, email us at support@gobreez.com.
Summary: Quick Reference
| Step | Action |
|---|---|
| 1 | Log in at gobreez.com and go to My Account |
| 2 | Click Technical Support on your order |
| 3 | Select product and issue |
| 4 | Follow troubleshooting steps |
| 5 | If unresolved, click "Still need help? Create a support ticket" |
| Common Fix | Solution |
|---|---|
| Fridge not cooling | Turn thermostat to max, wait 2 hours |
| Fridge leaking | Empty drip tray, wipe condensation |
| Fridge loud noise | Level with adjustable front legs |
| Microwave start button | Press Clear, Time Cook, enter time, Start |
| Microwave not heating | Test with cup of water for 2 minutes |