I followed the troubleshooting guidelines and followed all of them multiple times, but the mug still would not connect. It did not connect, I looked up troubleshooting online for the mugs and found hundreds of similar complaints. I read the instructions charged the mug as described and then made several attempts to connect it to the app on the iPhone. The instructions inside identify my make and model of cell phone, iPhone 12 as one of the phones the mug works with. I received a 10 oz Ember temperature control mug 2 for Christmas, the person who gifted it to me spent $150 on the mug which specifies on the box that it can be controlled with a smartphone. I can be reached at #-#-# if you would like to speak with me further. Please see if this issue can be resolved expeditiously because the mug doesn’t work without the coaster and a replacement is not forthcoming. I really don’t know what to do as there is no way to contact anyone with regards to my problem other than email or text, both of which have been fruitless. I should have asked for a full replacement as the mug stopped charging within less than 30 days of purchase. Still no replacement coaster or any indication that this item has been shipped. You need a rose gold coaster and that won’t be a problem, and I’ll reach out to shipping. First I was told they were low in stock, a week later I was told that “oh. It’s now been two weeks and innumerable texts and emails to customer service and still no indication that this coaster is being shipped anytime soon. I contacted customer service and was told that a replacement coaster would be shipped. two weeks of using it, it stopped charging. It has now been a week since I've heard back from them and I've repeatedly reached out. So I informed them that the instructions didn't work. I humored them and followed their instructions again, but the issue persisted. Then, they basically told me to repeat the steps I had already done. They initially responded and requested serial number of mug and phone operating system info which I sent. So I used their help offering through Facebook messenger. So I reached out to ember to request a replacement under the warranty. I also made sure the ember app was up to date. I made sure my phone was up to date with all operating system updates. I also uninstalled the app and reinstalled it. I attempted to use the ember help pages in their website to fix the issue by doing a hard reset on the ember mug. This issue defeats the purpose of the mug since it's main function is to drink from while it keeps your drink at desired temperature through the bluetooth connection to the app. But as soon as I put the liquid back in, it disconnects. But if I pour liquid out, I can reconnect. While liquid is inside, unable to reconnect. Essentially, the Bluetooth connection would constantly drop as soon as I would pour liquid into the mug. It was operating well and I was very happy until it started acting up in late Feb.
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