Frequently Asked Questions

Email Support

Support Email

info@innovaqua.org

Phone Support

Support WhatsApp (No voice, only text)

+528123976112

Check most frequently asked questions here, if you still need help then please contact us at info@innovaqua.org

NUBE SS30 General FAQs

We ship all orders from Mexico.

WE OFFER FREE SHIPPING WORLDWIDE*, BUT THE IMPORT TAXES TO YOUR COUNTRY ARE INDEPENDENT FROM US.

Shipments are made through our supplier DHL.

  • If we have the product in stock, it must be arriving 4 to 9 business days at the door of your house, as soon as your order is on the way, we will send you your tracking guide by email and SMS.
  • If the product is out of stock, website will give you an expected delivery date.
    6 - 9 business days via DHL once your NUBE is shipped.

We will send you your tracking number by email once your NUBE has been picked up by the carrier.

 *In some countries and some extended zone cities, a third-party carrier may be needed, generating an extra fuel fee

NOTE for NUBE SS30 and Filters Kit:

Due to the water crisis in different parts of the world, we have received a high demand, in addition, plastic and chip suppliers are having a delay in their deliveries, so our assembly is being affected.

Very easy!

We know that it can sound complicated to imagine installing a machine that makes water from the air, right?

The truth is that anyone can do it, it is not necessary to hire someone.

We ship it very well protected, that is why we created this video where we explain step by step from unpacking to have it ready to produce water from the air.

The best way to measure consumption is in watts / liter (0.26 gal) produced. On average NUBE requires between 300 and 450 watts to produce one liter (0.26 gal). The variation in energy consumption depends on the relative humidity: "The more humidity there is in the environment, the faster the liter (0.26 gal) is produced and therefore it took less time consuming energy.

If you want to know the operation consumption is 450 watts / hour. That means you can make up to 1.25 liters in 1 hour with a humidity percentage greater than 85%.

You can add to cart the AC 110 / 220 Volts Step up/down: 2000 Watts if 220V is needed.

NOTE: If your power supply is 220V and you connect the NUBE unit to it, UV bulb 1 will burn out; this is not a factory defect but rather a result of providing excessive electricity to the equipment. Therefore, you must use a 110/220 transformer for countries with 220V electricity, as the unit is designed for 110V.

 

Yes, the NUBE has a water outlet at the back that, when opened, allows the water produced to flow out by gravity. Some refrigerators have a suction pump at their water inlet, while others do not. In the latter case, you would need to send the water to an empty jug and install a suction pump in the jug.

Here is the pump we recommend: https://amzn.to/49eRJPI. 

Your NUBE comes with a hose and a shut-off valve for this type of installation.

Yes, the NUBE has a water outlet at the back that, when opened, allows the water produced to flow out by gravity. Your NUBE comes with a hose and a shut-off valve for this type of installation.

 
 
 

1.Cleaning:

 It needs a cleaning preferably every week.

Here we have some video tutorials that explain how easy it is to clean, it takes less than 5 minutes:

 

English:

 

Spanish:

2. Filter change:

  • Cartridge Kit (3 in total):
    • 1x Pre Carbon (Black)
    • 1x Post Carbon (Red)
    • 1x mineralizer (Yellow) cartridges

Are changed every 6 - 12 months (avg) depending on usage and air quality, odor and taste indicate that is time to change them.

 

  • Reverse Osmosis Membrane (Every 24 - 36 months):

When to change it?

  1. When the Booster Pump stops pushing the water to the top tanks.
  2. After changing 4 times the cartridges kit.
  3. If the bad smell is not removed with a new filters kit.
  • UV 1, 2 and 3:

When to change them?

When a ray starts to blink next to the UV indicators on the screen and beeps.

Due to the fact that UV bulbs are an electronic component, there is no exact date for their burnout, but they should last at least 3 years. NOTE: If your power supply is 220V and you connect the NUBE unit, UV bulb 1 will burn out; this is not a factory defect but rather a result of providing excessive electricity to the equipment. Therefore, you must use a 110/220 transformer for countries with 220V electricity, as the unit is designed for 110V.

 

Buy filters or spare parts

35%, less than that your NUBE will be consuming electricity without production, since the effect of condensation is not possible with less than that humidity.

The environment is something that we cannot control, it can vary for multiple reasons, including global warming.

 

For these reasons, your NUBE has a state-of-the-art filtration system, with which it allows you to filter 4 liters (1 gal) every 5 minutes.

You can fill the lower tank from the funnel or connect the hose (included with your purchase) to the municipal network.

 

Also, for these same reason your NUBE has tires, so you can move it from place to take advantage of different environments within your home. An example would be laundry room, closets, and even bathrooms. At the same time it will be helping you to reduce problems caused by humidity that can harm health (such as fungi).

  • Here is a video that explains how to filter water:

 

Depends on humidity, here is a production table as reference in gallons:

nube ss30

table as reference in liters:

innovaqua nube

The Fan generates 55 dB of operating sound, can be turned OFF if needed and still dispense water (just do not forget to turn it back ON for resume production).

The NUBE SS30 warranty is 5 years and includes everything related to factory defects. At the moment we have less than 1% of failures, however an executive will help you throughout the process to define the best way to solve your problem. Can be:

  1. Video call to identify the issue.
  2. Shipment of a spare part + video call to explain installation process.
  3. Local third party tech person. 
  4. Unit Replacement.

We do not handle refunds. But we are committed to providing you with a solution in which your experience is positive.

Everything will be free of charge 😀

You can extend your warranty to 10 years here ---> Extend warranty

NUBE generates the water in its purest form, imagine taking water from a spring.

The correct pH of the water for our body is 7.3 - 7.6, which is the pH NUBE delivers.

Our body is composed of 70%+ water, that is why is important drinking water in the levels our body needs. 

Is important that maintenance is made correctly, so the pH levels and purity do not change.

At the moment we do not handle distributors or wholesales.

As a company, we are committed to taking great care of the user experience, seeking to avoid disappointment that may lead to truncate the mass adoption of air water technology.

What we do offer is that as a user you can recommend the products and thus obtain an economic benefit.

Our referral program gives you 10% of all sales generated through your personal URL.

How does the referral program work?

1. It is necessary that you have your NUBE for personal use. Our philosophy is: You cannot recommend what you do not know.

2. Create an account on our website with the same email that you used to make your purchase from NUBE. It is necessary for the mail to have a NUBE purchase registered for the account to be approved. If you made your purchase through amazon write to us at: embajadores@innovaqua.org with your amazon order # and we will gladly validate your account.

3. After logging in and going to the section "Referral program" in the website menu, you will enter your referral panel, there you will be able to see the personal URL that links to our website with your user, so when your referrals make a purchase, the system automatically records the sale and commission in your panel.

4. 30 days after your referral makes his purchase, you can request the disbursement of your commission to the Paypal email that you indicate, you can send an email to: embajadores@innovaqua.org requesting it.

At the moment we do not handle wholesale option or volume sales with a discount.

As a company, we are committed to taking great care of the user experience, seeking to avoid disappointment that could lead to truncating the massive adoption of water-from-air technology.

What we do offer is that as a user you can recommend the products and thus obtain an economic benefit.

Our referral program gives you 10% of all sales generated through your personal URL.

How does the referral program work?

1. It is necessary that you have your NUBE for personal use. Our philosophy is: You cannot recommend what you do not know.

2. Create an account on our website with the same email that you used to make your purchase from NUBE. It is necessary for the mail to have a NUBE purchase registered for the account to be approved. If you made your purchase through amazon write to us at: embajadores@innovaqua.org with your amazon order # and we will gladly validate your account.

3. After logging in and going to the section "Referral program" in the website menu, you will enter your referral panel, there you will be able to see the personal URL that links to our website with your user, so when your referrals make a purchase, the system automatically records the sale and commission in your panel.

4. 30 days after your referral makes his purchase, you can request the disbursement of your commission to the Paypal email that you indicate, you can send an email to: embajadores@innovaqua.org requesting it.

NUBE SS30 Warranty.

 

The NUBE SS30 warranty is 5 years and includes everything related to factory defects. At the moment we have less than 1% of failures, however an executive will help you throughout the process to define the best way to solve your problem. Can be:

  1. Video call to identify the issue.
  2. Shipment of a spare part + video call to explain installation process.
  3. Local third party tech person.
  4. Unit Replacement.

 

We do not handle refunds. But we are committed to providing you with a solution in which your experience is positive.

 

Everything will be free of charge 😀

 

Shipping information

We ship all orders from Mexico.

WE OFFER FREE SHIPPING WORLDWIDE*, BUT THE IMPORT TAXES TO YOUR COUNTRY ARE INDEPENDENT FROM US.

Shipments are made through our supplier DHL.

  • If we have the product in stock, it must be arriving 4 to 9 business days at the door of your house, as soon as your order is on the way, we will send you your tracking guide by email and SMS.
  • If the product is out of stock, website will give you an expected delivery date.

 *In some countries and some extended zone cities, a third-party carrier may be needed, generating an extra fuel fee.


NOTE for NUBE SS30 and Filters Kit:

Due to the water crisis in different parts of the world, we have received a high demand, in addition, plastic and chip suppliers are having a delay in their deliveries, so our assembly is being affected.

NUBE SS30 As a user FAQs

The warning indicator is activated when water is registered at the base of your NUBE, it is very easy to solve the situation with the following video:

Check out the youtube troubleshooting playlist for other languages HERE.

Your NUBE has a cold water tank and a hot water tank.

To change the temperature set you just have to press the C / F button for 3 seconds and raise the temperature with the HOT button and lower it with the COOL button.

  • COOL: To activate the cooler, you need to press the "Cool" button and you will see a light come on next to the right thermometer on your screen. NOTE: The COOL function works when Allot is on level 3 onwards.

  • HOT: To activate the heater, you need to press the "HOT" button and you will see a light come on next to the left thermometer on your screen. 

NOTE: It is important that the "HOT" is turned off as long as hot water is not required, since energy consumption doubles and also heat penetrates the cold water tank. The reason for this is to avoid being left ON since our idea is that your energy consumption is efficient.

 It needs a cleaning preferably every week.

Here we have some video tutorials that explain how easy it is to clean, it takes less than 5 minutes:

 

English:

 

Spanish:

Check out the youtube troubleshooting playlist for other languages HERE.

Yes, the NUBE has a water outlet at the back that, when opened, allows the water produced to flow out by gravity. Some refrigerators have a suction pump at their water inlet, while others do not. In the latter case, you would need to send the water to an empty jug and install a suction pump in the jug.

Here is the pump we recommend: https://amzn.to/49eRJPI. 

Your NUBE comes with a hose and a shut-off valve for this type of installation.

Yes, the NUBE has a water outlet at the back that, when opened, allows the water produced to flow out by gravity. Your NUBE comes with a hose and a shut-off valve for this type of installation.

 
 
 

NUBE generates the water in its purest form, imagine taking water from a spring.

The correct pH of the water for our body is 7.3 - 7.6, which is the pH NUBE delivers.

Our body is composed of 70%+ water, that is why is important drinking water in the levels our body needs. 

Is important that maintenance is made correctly, so the pH levels and purity do not change.

When the ambient temperature is below 15º C / 59ºF, the condenser begins to freeze due to the mixture of the refrigerant that produces the condensation and the cold air that enters in it, so the NUBE makes the effort to defrost, so we recommend moving the unit to a warmer room to avoid lowering production efficiency. If the "defrost" indicator stays on for a long time, it is recommended to turn off the unit for 2 to 4 hours so that the ice melts faster.

1. It is necessary that you have your NUBE for personal use. Our philosophy is: You cannot recommend what you do not know.

2. Create an account on our website with the same email that you used to make your purchase from NUBE. It is necessary for the mail to have a NUBE purchase registered for the account to be approved. If you made your purchase through amazon write to us at: embajadores@innovaqua.org with your amazon order # and we will gladly validate your account.

3. After logging in and going to the section "Referral program" in the website menu, you will enter your referral panel, there you will be able to see the personal URL that links to our website with your user, so when your referrals make a purchase, the system automatically records the sale and commission in your panel.

4. 30 days after your referral makes his purchase (and already is being delivered), you can request the disbursement of your commission to the Paypal email that you indicate, you can send an email to: embajadores@innovaqua.org requesting it.

Important:

  • Your referral must make the purchase with your affiliate link, otherwise the purchase will not be recorded and we will not be able to record it manually.
  • Cannot self refer.

The unit should not be turned off even when going on vacation, as if the unit is full of water, it goes into hibernation mode but the UV lights continue to function to prevent stagnation.

Check out the youtube troubleshooting playlist for other languages HERE.

UV lights are activated according to a unit's program; they do not need to be on at all times.

  • UV1 is for the upper tank (the one with water ready for consumption), and it is turned on periodically to sterilize the stored water.
  •  UV2 is for the water outlet and is activated when dispensing cold water.
  • UV3 is turned on when the bottom tank is almost full before the booster pump is activated to send water to the filters.
 

Check out the youtube troubleshooting playlist for other languages HERE.

The cold and hot water outlet handles can break due to either extensive use or excessive force applied incorrectly.

Replacing them is a straightforward process.

You can order the replacement part from the 'NUBE SS30 spare parts' section, and with the help of the following video, you will see how easy it is to replace them:

Check out the youtube troubleshooting playlist for other languages HERE.

Reflux is a process that the unit performs periodically to circulate water within the unit through its hoses and tanks, emulating the flow of a river and preventing stagnation. It is not a unit malfunction but rather a fundamental process in its function of generating water from the air."

Yes, the unit utilizes the same energy and process to produce water as it does to cool. However, if the tanks are full, it will only use energy to maintain the cold temperature you have programmed. For instance, if you set the cold temperature to be at 4ºC (39º F), the unit will intermittently activate as needed to sustain that temperature at 4ºC (39º F).

Referral Program

1. It is necessary that you have your NUBE for personal use. Our philosophy is: You cannot recommend what you do not know.

2. Create an account on our website with the same email that you used to make your purchase from NUBE. It is necessary for the mail to have a NUBE purchase registered for the account to be approved. If you made your purchase through amazon write to us at: embajadores@innovaqua.org with your amazon order # and we will gladly validate your account.

3. After logging in and going to the section "Referral program" in the website menu, you will enter your referral panel, there you will be able to see the personal URL that links to our website with your user, so when your referrals make a purchase, the system automatically records the sale and commission in your panel.

4. 30 days after your referral makes his purchase (and already is being delivered), you can request the disbursement of your commission to the Paypal email that you indicate, you can send an email to: embajadores@innovaqua.org requesting it.

Important:

  • Your referral must make the purchase with your affiliate link, otherwise the purchase will not be recorded and we will not be able to record it manually.
  • Cannot self refer.

NUBE SS30 Filters / Spares

Check out the youtube troubleshooting playlist for other languages HERE.

  • Kit needs to be replaced every 8 to 12 months on average, depending on usage and air quality. The presence of odor and changes in taste indicate that it's time for a replacement.
  • The lack of weekly cleaning or keeping the unit turned off decreases the lifespan of the cartridges.

We have made a significant change to the NUBE SS30 cartridge kit:

Through multiple experiments to improve them, we found that by making them thinner, we reduce the amount of empty space inside as erosion wears them down. This increases the lifespan of the filters by around 20%.

nube ss30 filters

New Cartridges kit Includes:

  • C1 - Pre Carbon Filter: Removes contaminants from the air pollution.
  • C2- Pre Carbon Filter: Removes chemicals, improves taste and odor.
  • PC - Post Carbon Filter and Mineralizer - Provides micro-elements and minerals which are beneficial to the human body, raise pH level
  • Kit needs to be replaced every 8 to 12 months on average, depending on usage and air quality. The presence of odor and changes in taste indicate that it's time for a replacement.
  • The lack of weekly cleaning or keeping the unit turned off decreases the lifespan of the cartridges.

 

Previously, because they were thicker, the NUBE came with a clamp for that thickness. Therefore, the new filters (thinner) will now be shipped with the new clamp. I am sharing a manual with you so you can see how easy it will be to change the clamp. Apart from that, everything else is the same, as the elbows for hose access are also included:

Check out the youtube troubleshooting playlist for other languages HERE.

 

When to change it?

  1. When the Booster Pump stops pushing the water to the top tanks.
  2. After changing 4 times the cartridges kit.
  3. If the bad smell is not removed with a new filters kit.

Check out the youtube troubleshooting playlist for other languages HERE.

UV lights are activated according to a unit's program; they do not need to be on at all times.

  • UV1 is for the upper tank (the one with water ready for consumption), and it is turned on periodically to sterilize the stored water.
  •  UV2 is for the water outlet and is activated when dispensing cold water.
  • UV3 is turned on when the bottom tank is almost full before the booster pump is activated to send water to the filters.
 

When a flashing beam blinks on the screen and beeps.

Due to the fact that UV bulbs are an electronic component, there is no exact date for their burnout, but they should last at least 3 years.

NOTE: If your power supply is 220V and you connect the NUBE unit, UV bulb 1 will burn out; this is not a factory defect but rather a result of providing excessive electricity to the equipment. Therefore, you must use a 110/220 transformer for countries with 220V electricity, as the unit is designed for 110V.

Check out the youtube troubleshooting playlist for other languages HERE.

Check inside your bottom container and compare with the pictures.

There is no need to purchase both, just the one you need in your bottom container.

The magnetism and some other magnetic fields from speakers, chargers, and electronic devices can damage your level (Please do not place anything on top of your NUBE).

To detect if it is damaged:

  1. Open the top panel of your NUBE
  2.  Open the upper tank lid
  3. Manually move each white donut. The levels on the Allot indicator should change. If they don't, it is damaged and should be replaced.

Check out the youtube troubleshooting playlist for other languages HERE.

The magnetism and some other magnetic fields from speakers, chargers, and electronic devices can damage your level (Please do not place anything on the left side of your NUBE).

To detect if it is damaged:

  1. Open the bottom tank of your NUBE
  2. Manually move each white donut. The levels on the STORE indicator should change. If they don't, it is damaged and should be replaced.

Check out the youtube troubleshooting playlist for other languages HERE.

The cold and hot water outlet handles can break due to either extensive use or excessive force applied incorrectly.

Replacing them is a straightforward process.

You can order the replacement part from the 'NUBE SS30 spare parts' section, and with the help of the following video, you will see how easy it is to replace them:

Check out the youtube troubleshooting playlist for other languages HERE.