Welcome to Simply Steam. Your effective, easy to use & affordable hay steamer
The Steam generator needs to be descaled, if the steam generator isn’t turning on at all then leave the descaling solution to soak overnight then try to turn on in the morning. Even if you have been regularly descaling this might not have removed all the
limescale so leave to soak overnight.
Has it been descaled? If you in an EU country then did the you buy a heavy-duty adapter plug when you purchased the item? Try a new electrical timer plug first.
Either the hose is blocked or frozen or the black box has too much water in the bottom and this is causing the water to come back inside the Steam Generator. If this happens unplug immediately and empty the water out and check where the issue has started. Please allow too cool and refill before you turn it back on again.
The hose could be blocked or frozen or the bottom of the box. Detach the steam generator from all attachments and see if it does the same thing if not the problem is in the box or the hose so attach the hose and steam without it attached to the box. If the problem isn’t in the box or hose please check the black pressure valve on the steam generator isn’t dirty or blocked.
Is this the first time the customer has used the item? If so then it must have been damaged in transit. They customer has been using the box for a while and it develops a crack this is damage caused by the customer they are a plastic moulded unit and can not just crack without being dropped or knocked over they need to buy a replacement.
This is usually always the customers fault they have knocked it on the floor when emptying the water out or kicked or tipped up over it, if they have not had it long then offer a replacement I will include some in the replacement pack. If they have had it a few months they will need to buy one.
There is too much water in the bottom of the box turn off immediately and leave to cool then tip out the water and drain the system then start again.