Ember Mug: One of the pins on my coaster is stuck in the “down” position. What should I do?Updated 20 hours ago

In the event that one or both of the small metal pins on your charging coaster become stuck in the recessed or “down” position, your Ember Mug may be unable to charge. The way our charging coaster works is power makes its way through the coaster’s two pogo pins into the two contact rings on the bottom of your Ember Mug. Each pin has a small spring which pushes it against the bottom of your mug, allowing for the power to transfer from coaster to Mug. Rest assured, there are some steps we can recommend to resolve this issue.
 
First, let’s be sure to unplug your charging coaster from the power adapter to ensure no electricity is flowing to your coaster. Once you have removed the coaster from its power source, use your finger to gently push down on the recessed pin to see if the spring becomes dislodged and is able to spring back up once again. If that doesn’t work, double-check once more to ensure that the coaster is unplugged and disconnected from a power source. Once confirmed, use a pair of tweezers to attempt to pull the pins back into an upright position. If the pin is able to stand on its own you should be able to charge your mug once again.
 
If the pin remains recessed and shows no ability to “spring” back up, please reach out to us at [email protected] so that a member of our team can assist you further. Once we receive your inquiry we will get back to you as soon as possible.