Technical Support Troubleshooting Guide

Troubleshoot Product Issues Before Booking a Maintenance Visit

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 — and when one can't, the same flow lets you book a maintenance visit on the spot.

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

Go to my.gobreez.com and enter your email. We'll send you a sign-in code, so there's no password to remember.
Open your order and click "Troubleshoot my unit" under Quick actions
Select the unit 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 not working" at the bottom of the troubleshooting steps
Tell us what's wrong in your own words, then pick a time for a maintenance visit
Your request records the unit, the issue, and the steps you already tried, so nobody asks you again
You can track the visit under Open services on your order

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 ask for a visit?

Yes. When selecting your issue, choose "Something else" to skip the steps and go straight to describing the problem and picking a visit time.

What information does the request include?

Your request records the unit, the issue you selected, and which troubleshooting steps you completed. This helps our team fix it on the first visit.

How quickly will someone respond?

If you pick a time, your visit is booked on the spot. Otherwise our team reaches out to confirm, typically 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	Go to my.gobreez.com and sign in with the code we email you
2	Open your order and click "Troubleshoot my unit" under Quick actions
3	Select unit and issue
4	Follow troubleshooting steps
5	If unresolved, click "Still not working" and pick a time for a maintenance visit

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