I had the same issue and their customer service replaced it after trying the same troubleshooting steps you showed. I’m now 6 months into my new can and it too is now acting up. This one is different; it barely opens, sometimes none, sometimes an inch, sometimes all the way. Most of the time it does not open all the way. Very frustrating as both of them had issues within 8 months of owning them.
Same issue. The company was great and offered to replace it but our model was out of stock. After two months of waiting we asked for a refund which they gave us and let us keep the can. Very frustrating that they have not fixed this problem. It’s great when it’s working but frustrating when it doesn’t. I would be happy if the lid would lift as it does in your video. Mine typically only lifts a quarter of an inch so I have to quickly wedge my finger nails under the edge of the lid and lift. Was hoping for a fix by now. Good video as now I can confirm that I’m not crazy. Time to go low tech. Side note: their customer service is awesome. We also have two soap dispensers that had similar issues with the sensor/motor. Replaced right away with no further issues.
Yes, I agree on all points! Their customer service is impeccable and the products are nifty - just that some of them are still evolving. The replacement trash can has been working fine for us. We have put a label "Please don't touch me!" on the lid as some visitors had a tendency to slam it shut (which clearly isn't good for the auto-closing mechanism). The soap dispensers also have had issues (e.g., self-operating even when there is no user present, or getting clogged) - I have now moved to using their refillable cans with the soap from their pouches - here I find mixing 50-50 (water + their soap) works best.
This is happening to my SimpleHuman trash can. It closes right away and resetting it doesn't help. That's all SimpleHuman wants us to do is keep resetting it. So much for a 5 year warranty. We should all report SimpleHuman to the FTC for failing to honor the warranty.
Well thankfully Simple Human's replacing the top assembly for my can. I had to send them a video. It was doing the same thing as in this video. The top assembly is on back order but at least it's coming. The top assembly was $120 so the warranty saved me from that cost.
This occurred to me too (exact same unit) and after SH replaced the trash can. Then it broke again a few months later so for me it's not worth the hassle. Their customer support is great, but from all the comments on the web it seems like a common issue so if you are considering this product I would not spend $250 on this unit and opt for a "step" version instead.
i have the same problem on 2 bins, replaced over 3 years. Im on the 3rd bin now. they replace it instantly but after so many years its a shame they have not fixed this problem. £300 bin you expect to last very long time. without the 5 year guarantee it would be a complete waste of money
MY FIX: Hitting the sensor really hard with your hand. I tried everything, even unscrewing the whole thing and cleaning it. But that did not work. I lost all hope and started hitting it, amd it worked!
If anyone is still having this issue, here were the steps I took to resolve the matter: - Unplugged the AC power. - Lifted up the whole lid (like when removing the garbage bag). - Retightened the two screws on the underside of the lid. - Used a wet paper towel (water) to throughly clean the sensor, interior grooves, and notably the back hinge area where gunk and debris can build up. Dried with another paper towel. - Plugged back in, worked like a charm on the very first opening of the “warm up” cycle. - Worked as normal from then on. Hope this helps someone!
Our trash can stopped working, too. SH sent a replacement, but noted it would not send another if this one stopped working...and second one isn't working either. We are thinking of gluing a handle on the can so it's not a complete $200 ripoff.
After doing all of these things I tried one more Hail Mary. I held the lid down with one hand and triggered the sensor with the other hand. This caused the mechanism to move, which I heard distinctly make a little click. I held my breath and tried to use it as normal. Hallelujah! It's working correctly now. I tried it about 15 times. Hopefully, it will continue. I love the trash can when it works😂
I have the same garbage can, and it’s acting so weird already. Could be the sensor problem. Here’s how I fix the problem. Unplugged the cable power. Open the lid all the way. Remove the two screws, clean all the surfaces around. Use WD-40 to clean all the 3 springs.. Put the 2 screws back. Say “ Open Can “ about 30 times to make exercise the spring and sensor… Now it’s worked for me… Try it first before you buy another one.. Good luck 🍀
Looks like Simple Human has excellent customer service. Also good to know is how to reset it even if that didn't fix your problem we can refer to your video. THANK YOU!
Heres the FIX!!! I had the exact same issue. Follow these steps to fix it. UNPLUG the unit, open both parts of the trash can (the lid and the silver part), you'll see two screws at the back of the trash on the inside take those out, then you'll see two black plastic tabs in the same area (use the screw driver and push them in, the lid should still be open so if you look from the top you'll see 4 screws holding the battery/trash bag holder in place (unscrew those) and the lid will come off. Make sure you CLEAN everywhere especially near the motor, over time debris and gunk will build up back there and cause the motor to malfunction. Now repeat the steps in reverse and put everything back together. Now DO NOT plug it in, instead put some BRAND NEW BATTERIES in the unit and it should be working fine. Let me know if this works for you, I may make a video showing the steps.
@@chelsea5867 Those two screws are a bit hidden; one on each side of the cylindrical motor mechanism in the center. Mines was pretty clean but cleaned it up anyway. Haven't tested it with batteries yet but it isn't working consistently with the power adapter. Wondering if using batteries circumvents a flaw in the circuit design that the power adapter uses...
Have same problem. They replaced mine too. After a year the replacement conked out. I think it’s an innovative product, but durability is not there yet
simplehuman has awesome customer service. I had taken this video on instructions from Jessica of simplehuman customer service. She then had a replacement unit shipped out.
@@salildave You still have the same problem? Apparently there is new cans being available that corrects the problem. I also have the same problem with this can.
So I see in the comments below that they shipped you a new one, and it was working fine. Is it still going strong now? Reason I ask is because last year my family bought one and now it is doing the same thing as in the video, but they didn’t know how to reset it. Am thinking of getting one for a gift for his parents but I wanted to make sure the problem was solvable.
Once we got the replacement unit, we put a "Please don't touch me" label on the cover (guests who don't know about the can have a tendency to shut it down).
I had the same issue and their customer service replaced it after trying the same troubleshooting steps you showed. I’m now 6 months into my new can and it too is now acting up. This one is different; it barely opens, sometimes none, sometimes an inch, sometimes all the way. Most of the time it does not open all the way. Very frustrating as both of them had issues within 8 months of owning them.
Same issue. The company was great and offered to replace it but our model was out of stock. After two months of waiting we asked for a refund which they gave us and let us keep the can. Very frustrating that they have not fixed this problem. It’s great when it’s working but frustrating when it doesn’t. I would be happy if the lid would lift as it does in your video. Mine typically only lifts a quarter of an inch so I have to quickly wedge my finger nails under the edge of the lid and lift. Was hoping for a fix by now. Good video as now I can confirm that I’m not crazy. Time to go low tech. Side note: their customer service is awesome. We also have two soap dispensers that had similar issues with the sensor/motor. Replaced right away with no further issues.
Yes, I agree on all points! Their customer service is impeccable and the products are nifty - just that some of them are still evolving. The replacement trash can has been working fine for us. We have put a label "Please don't touch me!" on the lid as some visitors had a tendency to slam it shut (which clearly isn't good for the auto-closing mechanism). The soap dispensers also have had issues (e.g., self-operating even when there is no user present, or getting clogged) - I have now moved to using their refillable cans with the soap from their pouches - here I find mixing 50-50 (water + their soap) works best.
This is happening to my SimpleHuman trash can. It closes right away and resetting it doesn't help. That's all SimpleHuman wants us to do is keep resetting it. So much for a 5 year warranty. We should all report SimpleHuman to the FTC for failing to honor the warranty.
Well thankfully Simple Human's replacing the top assembly for my can. I had to send them a video. It was doing the same thing as in this video. The top assembly is on back order but at least it's coming. The top assembly was $120 so the warranty saved me from that cost.
This occurred to me too (exact same unit) and after SH replaced the trash can. Then it broke again a few months later so for me it's not worth the hassle. Their customer support is great, but from all the comments on the web it seems like a common issue so if you are considering this product I would not spend $250 on this unit and opt for a "step" version instead.
i have the same problem on 2 bins, replaced over 3 years. Im on the 3rd bin now. they replace it instantly but after so many years its a shame they have not fixed this problem. £300 bin you expect to last very long time. without the 5 year guarantee it would be a complete waste of money
To their credit, the company is supporting customers with prompt replacements.
I hope future designs will make the product more resilient.
MY FIX: Hitting the sensor really hard with your hand.
I tried everything, even unscrewing the whole thing and cleaning it. But that did not work. I lost all hope and started hitting it, amd it worked!
Thank you for this review. I think I will buy the step-on version to avoid this problem.
Piece of junk. We are on our second one and returning it again. Both had malfunctions out of the box.
If anyone is still having this issue, here were the steps I took to resolve the matter:
- Unplugged the AC power.
- Lifted up the whole lid (like when removing the garbage bag).
- Retightened the two screws on the underside of the lid.
- Used a wet paper towel (water) to throughly clean the sensor, interior grooves, and notably the back hinge area where gunk and debris can build up. Dried with another paper towel.
- Plugged back in, worked like a charm on the very first opening of the “warm up” cycle.
- Worked as normal from then on.
Hope this helps someone!
Thank you for the detailed guidance! Very useful 👍
Why can I not find the two screws under the lid 😂 I have four screws that seem to be connecting the lid to the can but can’t find any others.
I can't find the screws! Where exactly are they?
Our trash can stopped working, too. SH sent a replacement, but noted it would not send another if this one stopped working...and second one isn't working either.
We are thinking of gluing a handle on the can so it's not a complete $200 ripoff.
After doing all of these things I tried one more Hail Mary. I held the lid down with one hand and triggered the sensor with the other hand. This caused the mechanism to move, which I heard distinctly make a little click. I held my breath and tried to use it as normal. Hallelujah! It's working correctly now. I tried it about 15 times. Hopefully, it will continue. I love the trash can when it works😂
Wow!
I have the same garbage can, and it’s acting so weird already. Could be the sensor problem. Here’s how I fix the problem.
Unplugged the cable power. Open the lid all the way. Remove the two screws, clean all the surfaces around. Use WD-40 to clean all the 3 springs.. Put the 2 screws back. Say “ Open Can “ about 30 times to make exercise the spring and sensor… Now it’s worked for me… Try it first before you buy another one.. Good luck 🍀
That trashcan is clearly over worked and under paid 😅😂😂
Looks like Simple Human has excellent customer service. Also good to know is how to reset it even if that didn't fix your problem we can refer to your video. THANK YOU!
Heres the FIX!!! I had the exact same issue. Follow these steps to fix it. UNPLUG the unit, open both parts of the trash can (the lid and the silver part), you'll see two screws at the back of the trash on the inside take those out, then you'll see two black plastic tabs in the same area (use the screw driver and push them in, the lid should still be open so if you look from the top you'll see 4 screws holding the battery/trash bag holder in place (unscrew those) and the lid will come off.
Make sure you CLEAN everywhere especially near the motor, over time debris and gunk will build up back there and cause the motor to malfunction. Now repeat the steps in reverse and put everything back together. Now DO NOT plug it in, instead put some BRAND NEW BATTERIES in the unit and it should be working fine.
Let me know if this works for you, I may make a video showing the steps.
Ok so I cleaned it but I plugged it back on. Skipped the battery part. No luck 😔 What is the logic behind battery?
Why can I not find the first two screws 😂 I have four screws that seem to be connecting the lid to the can but can’t find any others.
@@chelsea5867 Those two screws are a bit hidden; one on each side of the cylindrical motor mechanism in the center. Mines was pretty clean but cleaned it up anyway. Haven't tested it with batteries yet but it isn't working consistently with the power adapter. Wondering if using batteries circumvents a flaw in the circuit design that the power adapter uses...
I need this video!
@@gasparcruz1please make a video because I'm trying to find these screws 😅
Thank you so much! This worked perfectly
Have same problem. They replaced mine too. After a year the replacement conked out. I think it’s an innovative product, but durability is not there yet
My the problem is the voice command (open can), only work once than needs to remove power adapter or batteries to reset it, work once again and stops.
Did you ever get this malfunctioning resolved? Mine is behaving the same way now. I'm hoping there's a fix that works.
simplehuman has awesome customer service. I had taken this video on instructions from Jessica of simplehuman customer service. She then had a replacement unit shipped out.
@@salildave You still have the same problem? Apparently there is new cans being available that corrects the problem. I also have the same problem with this can.
@@johnd8788 The replacement can that simplehuman sent has been working fine
Simplehuman sent me a replacement that has been working fine.
So I see in the comments below that they shipped you a new one, and it was working fine. Is it still going strong now? Reason I ask is because last year my family bought one and now it is doing the same thing as in the video, but they didn’t know how to reset it. Am thinking of getting one for a gift for his parents but I wanted to make sure the problem was solvable.
Piece of junk for all that money! I have it for 3 months only and it doesn’t work at all now! 🤬
Simplehuman does not honor warranty; in fact, they won't even message you back when you make a claim. Avoid. You have been warned
Mine opens by voice but the sensor is intermittent in detecting movement to open. Anyone know how to fix this issue??
Awesome!
tightening the screws seems to have helped
I had 2 cans and same problem! Crappy product!
Did the replacement can last? or did it begin to fail also?
It has been working just fine!
That show that even after 20 it did not function, so what was the cure?
Simplehuman sent a free replacement (which had been working flawlessly).
Very good item.
Can't touch this!
Once we got the replacement unit, we put a "Please don't touch me" label on the cover (guests who don't know about the can have a tendency to shut it down).