Care and support
Keeping your diffuser at its best.
Refilling, cleaning, changing fragrance, schedules and troubleshooting for the N250, NL2500, NL5000 and NL360. On a Nēbu 360 service plan we do every one of these for you. If you own your unit, this is everything you need.
Refilling
Refill in under five minutes.
Every unit draws fragrance oil from a sealed bottle through an atomizer head. You refill the bottle, never the machine.
NL2500 and NL5000
Ducted or standalone HVAC units
- Switch the unit off at the panel.
- Unscrew the atomizer head from the bottle. Leave the air tube connected.
- Fill the bottle with Nēbu oil.
- Screw the head back on firmly and switch on.
- Update the remaining-oil figure in the app so its days-remaining estimate stays accurate.
N250
Lockable wall cabinet
- Insert the key and turn it a few degrees clockwise to unlock the cabinet.
- Lift out the atomizer head and bottle together.
- Unscrew the head, fill the bottle and screw the head back on.
- Seat the head and bottle back in the cabinet.
- Lock the cabinet and take the key with you.
NL360
Wall unit for restrooms and small rooms
- Insert the key, twist to OPEN and pull the key and cover away.
- Press the release button on top and slide the bottle out.
- Fill the 100 ml bottle and screw the atomizer head on tightly.
- Slide it back into place, insert the key and twist to CLOSE.
- Hold SET for 3 seconds to reset the oil level reading.
Keep the unit upright whenever there is oil in the bottle. Tilted or laid flat, oil can run back into the air line.
Cleaning
A ten-minute clean, once a month.
Fragrance oil slowly builds up in the nozzle of the atomizer head. A monthly clean keeps output strong and the scent true. Clean sooner if the scent seems weaker than it should, and always before switching to a different fragrance.
Switch off and remove
Turn the unit off. Take out the bottle and unscrew the atomizer head.
Soak in alcohol
Soak the head and the empty bottle in isopropyl alcohol for 5 to 10 minutes. Clean the nozzle hole gently with a cotton swab dipped in alcohol.
Let it dry fully
Let both parts air-dry completely before refilling. Alcohol left in the bottle thins the next fill.
Refill and reset
Refill, reinstall and reset the oil level reading on the unit or in the app.
Quicker option for the larger units. Put a small amount of alcohol in a clean bottle, about 15% of its volume, attach it and let the unit run for 5 minutes. Then dry the head and bottle and refill.
Wipe the outside too. Wipe any oil off the metal frame and panel promptly with a soft dry cloth. Fragrance oil left on metal can discolor it over time.
Changing fragrance
New scent, same machine.
Only air passes through the body of the machine. The oil stays in the bottle and the atomizer head, so a fragrance change never means flushing the unit itself.
Clean the head and bottle as above, let them dry, then fill with the new oil. If you rotate scents by season, keep a spare head and bottle for each fragrance and the change takes a minute.
Schedules and intensity
Run it when people are there, as strong as the space needs.
Twenty intensity levels
The N250, NL2500 and NL5000 have 20 intensity grades. Each grade sets how long the unit mists and how long it pauses. Start low and raise it one grade a day until the space smells right at the door. Use the up and down arrows on the panel, or the app.
Five time windows a day
Set up to five working periods per day, each with its own start time, stop time and intensity, on any days of the week. Out of the box the unit runs 7:00 am to 7:00 pm at the lowest grade.
Panel or phone
Every setting can be changed on the unit's own panel or from your phone over Bluetooth, and the two stay in sync. Download the Nēbu Luxury app (App Store or Google Play); we set it up with you at install. Change the default app password on day one.
Calibrate after ten days. Once the unit has run for about ten days, measure what is left in the bottle and enter it in the app. It then recalculates your real consumption and how many days the bottle will last.
The panel goes dark after a minute. That is the screen locking itself, not a fault. Hold SET for about 3 to 5 seconds until it beeps to unlock it.
Troubleshooting
Check these first.
Most problems come down to a loose fitting, a blocked nozzle or a schedule. If none of these fix it, call us and we will sort it out.
| What you notice | Check first | If that does not fix it |
|---|---|---|
| No scent at all | Is the unit powered on? Is the time inside one of your working periods? Is the air tube attached at both ends? | The air pump may need replacing. Call us. |
| The mist icon shows but nothing comes out | That is normal. The unit is in the pause between mist cycles. | If it never mists, check the schedule and the tube. |
| Scent is weaker than before | Clean the atomizer head, the nozzle is likely partly blocked. Check the bottle is screwed on tight and the gasket in the head is in place. Check the intensity grade. | The atomizer head or the pump may be worn. Call us for a replacement. |
| Oil leaking around the bottle | Tighten the bottle. Check the gasket inside the atomizer head is there and seated. | A damaged gasket or head needs replacing. |
| Liquid droplets instead of a dry mist | Make sure the unit is standing perfectly upright. | The atomizer head may be damaged. |
| Rattling or buzzing | The air pump has worked loose. Switch off and tighten it, or call us. | A worn pump needs replacing. |
| Blank screen | Check the power adapter and the plug. | The display may have failed. Call us. |
| Buttons do nothing | The panel is locked. Hold SET until it beeps. | Reset the unit (next row). |
| Screen frozen or scrambled | Hold ENT for about 5 seconds until it beeps to restart the controller. | Unplug for a minute and plug back in. |
| Forgot the app password | Press the reset button on the unit to restore the factory settings and default password. | Your schedule will need setting again afterwards. |
| NL360 will not start after a week unused | The controller has run flat. Plug it in or fit batteries and wait about 4 minutes. It restarts by itself. | Call us. |
HVAC install notes
For the technician on site.
Scent point. Feed the supply duct where conditioned air leaves the air handler, so the scent travels with the airflow into the space.
Air tube. Keep the run from the unit to the duct under 3 m (10 ft). Longer runs weaken output.
Seal the threads. Wrap PTFE tape 3 to 5 turns around the atomizer core thread and the quick-connector thread before assembly. An air leak at either thread weakens output.
Mounting. Mount the unit level and upright. Most installs take under 20 minutes, almost all under 30. HVAC partners can find more on the partner resources page.
Safety
A few rules that protect the unit and the room.
- Keep units upright whenever the bottle has oil in it.
- Use Nēbu fragrance oils. Thick oils and water-based scents clog the nozzle and change the output.
- Do not open, modify or repair the machine body. Call us instead.
- NL360: it runs on two D batteries. Where there is an outlet nearby, use a standard USB wall plug, never a fast charger.
- NL360 adhesive mounting: keep it away from shower spray, air conditioning vents and anything hotter than 60 °C (140 °F). Check the strip edges monthly.
- Keep oil bottles away from children and pets. SDS for every fragrance is available on request.
Questions
Care questions we hear most.
How often should a commercial scent diffuser be cleaned?
About once a month, and every time you change fragrance. Clean sooner if the scent feels weaker than usual. It takes about ten minutes: soak the atomizer head and bottle in isopropyl alcohol, let them dry, refill.
Why is my scent diffuser not working?
Usually one of three things: the time is outside a scheduled working period, the air tube has come loose, or the atomizer nozzle is blocked. Check those before anything else. A mist icon with no mist is normal, it is the pause between cycles.
Do I need to flush the machine to change fragrance?
No. Only air passes through the machine itself. Clean the atomizer head and bottle, let them dry, and fill with the new oil.
Why is oil leaking from my diffuser?
A loose bottle, a missing or damaged gasket in the atomizer head, or a unit that is not standing upright. Tighten the bottle, check the gasket and level the unit.
Do I have to do any of this on a service plan?
No. Inside Palm Beach, Broward and Martin County, a Nēbu 360 service plan covers refills, cleaning, schedules and repairs. Nobody on your staff touches the unit.
Something not on this page?
Call or email us and a person who knows these units will answer. (561) 351-2248 · gw@nebu360.com
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