Troubleshooting steps:


  • Sync the water purifier by standing next to it.

  • Make sure you have an active internet connection

  • Go to the setting/account option, select ‘Change Prime’, select a different purifier, scan the QR code, and click the ‘Sync now’ button option again

  • Update the DrinkPrime mobile app or try to uninstall and reinstall the app

  • Please try to sync the water purifier using an alternate phone or phone number

  • Clear the caches or unwanted storage from the DrinkPrime mobile app

  • Ensure your phone has an active Bluetooth connection and your GPS location should be ON.


One last check: When you search for available devices on Bluetooth range, can you see ‘Purifier’ followed by four digits? Here’s a sample: Purifier:000A.


If still the device is not syncing then move the ticket to the ops team


Status: Assigned to ops

Purifier ID: 10 digit Purifier ID

City: Device location city

Type: Device Issue-Tech Visit Required

Technician Visit Date:

Technician Visit Time Slot:

Type of Issue/Complaint: Sync Issue

Priority: Urgent

POC: Automation

Group: Support

Agent: $AgentName$

Internal group: Operations Team

Internal agent: Col-Log-Ops team