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Follow the steps below to help resolve detection issues with your Smart Vial.

Make Sure Your App Is Up to Date

Before troubleshooting, confirm you're running the latest version of the Pura app. Outdated versions can cause detection issues.

Check the Bottom of Your Vial

Flip the vial over and look for a small sticker chip on the bottom. This smart sticker is what allows your diffuser to auto-detect the fragrance.

• If the sticker is present, continue with next steps.

• If the sticker is missing, please contact Pura Customer Care for further assistance.

Check for Loose Stickers Near Your Diffuser

Over time, a smart sticker may loosen and fall off a vial, landing inside the cover tray or near the diffuser. If a loose sticker is present when you insert a new vial, the diffuser picks up two signals and can't identify either one correctly.

To fix this:

1. Remove the vial from the diffuser.

2. Inspect the cover tray and surrounding area for any small, loose stickers.

3. Fully remove any stickers you find before reinserting the vial.

If the Fragrance Is Showing as "Unknown"

1. Update the Pura app via the App Store or Google Play Store.

2. Open the app and reinsert the Smart Vial into the diffuser.

3. Tap the fragrance showing as Unknown — a banner will appear with the option to Re-scan the vial.

Once re-scanned, the app will recognize the vial automatically going forward.

Still having trouble? Reach out to Pura Customer Care and we'll be happy to help.