A handful of things account for nearly every cooling complaint. Check them in order.
Am I feeling the water or the sheet?
The number you set is the temperature of the water Orion circulates, not the surface of your bed. Your fitted sheet and bedding sit in between, so the surface will always read warmer than the number.
Give the system 30 to 45 minutes to settle before judging it, and judge it by how you sleep rather than by touching the sheet.
Is Quiet Mode on?
Quiet Mode reduces fan speed by about 25%, and it slows cooling and heating with it.
Open the Orion app
Go to Device Settings
Turn Quiet Mode off
Allow about a minute, then check the bed again
Is my water level low?
Low water restricts circulation, and cooling drops off before the system warns you. Check the level at the funnel and top up with distilled water if it is low.
See My Orion Is Stuck In Needs Water Mode for the full steps.
Is the hose fully connected?
A loose hose reduces circulation.
Unplug the hose firmly
Reconnect it, pushing until you hear two audible clicks, one for each side
The clicks confirm the hose is fully seated
Only one side is cooling
If one side of the bed cools normally and the other does not:
Tap the two-person icon in the app and check that each person is assigned to the side they actually sleep on, and that neither side is set to Away
Check the schedule for the warm side. A schedule can warm one side while the other cools
Reseat the hose as described above. Each click corresponds to one side, so a half-seated hose can affect one side only
If one side still will not cool, or only a small section of the cover changes temperature, contact Orion Support. That pattern can indicate a hardware issue, and we will assess it under your warranty and replace the unit if needed.
My sides feel reversed
If the left side of the bed responds when you adjust the right, or your temperatures seem to be controlling your partner's side:
Tap the two-person icon in the app and confirm each person is assigned to the correct side
If the assignments look right but the bed behaves reversed, especially after an app update, contact Orion Support and tell us it started after an update. We can correct it from our side
Is a schedule running?
If your schedule warms the bed before wake-up, the system is doing what you asked. Check your schedule in the app before troubleshooting hardware.
Does my room temperature matter?
Yes. Orion cools your bed rather than your room, so a warm bedroom limits how cool the surface can get and slows how fast it gets there.
Keep the Control Tower in a well-ventilated spot, three to five inches clear of walls, and never inside furniture or under the bed. It is also normal for the tower to give off some warmth while it cools the bed. That is the heat it is pulling out of the water.
What if none of that fixes it?
Contact Orion Support. Most cooling complaints are settings rather than hardware and we can usually sort them out in one message. If yours turns out to be the unit, we will replace it.
If you are still inside your 30 nights, reach out now rather than waiting it out.
Tell us your current temperature setting, your bedroom temperature, and how long the system has been running.