Base Troubleshooting – ProSmart and Smart Base

Base Troubleshooting – ProSmart and Smart Base

Use This When

• The customer's base is: TEMPUR-Ergo ProSmart, TEMPUR-Ergo ProSmart Air, TEMPUR-Ergo Power Base, TEMPUR-Ergo Smart Base.

Internal Only – Never Send to the Customer

• Step order: the Child Lock section → the Reset section → the Remote Pairing section.
• Send one section per message. Only send the next section after the customer says the issue is not fixed.

Symptom Guide (Internal Only)

Step 1: Child Lock

Use This When

• Always send first for won't move, won't raise, only one side moves, stuck raised or remote not working.

Send This Message

I'm sorry your [model name] isn't responding. Most of the time it's Child Lock, so let's turn that off first.

1. Press and hold Child Lock and Underbed Lighting together for 3 seconds.
2. The remote light flashes once. Child Lock is now off.
3. Test Head Up, Foot Up and Flat.

Is it moving now?

Next Step

• If yes: Send the Resolved message (Base Troubleshooting – Start Here).
• If no: Send the Reset section.

Customer Articles

• Disable Child Lock

Step 2: Reset

Use This When

• Send only after the customer says the Child Lock section didn't fix it.

Send This Message

Thanks for trying that. Let's do a quick reset next.

1. Make sure all cords are plugged in securely.
2. Make sure nothing is blocking the base, like cords, bedding, bed-frame rails or a headboard that's too close.
3. Check the light on the power box. If it's off, check the power cord connections.
4. Unplug the base for 60 seconds.
5. Plug the base back in.
6. Put fresh batteries in the remote.
7. Test Head Up, Foot Up and Flat.

Is it working now?

Next Step

• If yes: Send the Resolved message (Base Troubleshooting – Start Here).
• If no: Send the Remote Pairing section.

Customer Articles

• Power Base Troubleshooting

Step 3: Remote Pairing

Use This When

• Send only after the customer says the Reset section didn't fix it.
• Send first if the buttons do the wrong thing or a new remote won't work.

Internal Only – Never Send to the Customer

• ProSmart and ProSmart Air: the soundbar says "Bluetooth Mode" when ready and "Connected" when done.
• It often takes two tries. If it doesn't work, have them repeat it once before escalating.

Send This Message

Thanks for checking. Let's re-pair your remote to the base.

1. Slide the cover off the back of the remote to find the PAIR button.
2. Unplug the base for 1 minute, then plug it back in.
3. Within 10 seconds, while the control box light is flashing, press and hold PAIR.
4. Let go when the lights stop flashing.
5. Test every button.

Is the base responding now?

Next Step

• If yes: Send the Resolved message (Base Troubleshooting – Start Here).
• If no: Send the Escalation message (Base Troubleshooting – Start Here).

Customer Articles

• Remote Pairing (All Models)

Two Bases

Use This When

• TEMPUR-Ergo Smart Base split head only. Two bases won't move together.

Send This Message

Let's get your bases working together again.

1. Hold ONETOUCH FLAT and HEAD MASSAGE together for 6 seconds until the backlight flashes.

Are they moving together now?

Next Step

• If yes: Send the Resolved message (Base Troubleshooting – Start Here).
• If no: Send the Reset section.

Customer Articles

• Sync Two Smart Bases

Replacement Remote

Use This When

• The customer asks for a new or replacement remote, or has lost their remote.

Internal Only – Never Send to the Customer

• If the remote isn't lost, send the Child Lock section first.

Send This Message

You can order a replacement remote here: Shop Replacement Remotes.

The new remote won't come paired. Pairing steps come in the box.

Move the battery cover from your old remote to the new one. It has your serial number sticker.

Is there anything else I can help with?

Customer Articles

• Shop Replacement Remotes
• Remote Pairing (All Models)