Brand new will not pull water from the tank

I was excited to buy this, spent hours mapping my house out.  


I followed all the instructions for filling, yet when it docks it does not pull water from the clean tank to wash or fill.  The mop pads remain bone dry when "mopping" and after a pad wash cycle, the pads remain bone dry and the wash tray is completely dry.  There is zero moisture in the grey water tank.
I belive the pump is 100% airlocked but cannot find any information in the manual how to prime it.
I'm about ready to fire this back into the box and send it back.... any help?

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Hello,

We apologize for the inconvenience caused.

Regarding the issue of water not dispensing from the base station, please refer to the following information:

Cleaning Solution Usage: Ensure you are using Mova's official cleaning solution. Using other brands of cleaning solutions or disinfectants may cause internal tubing blockages.

Check Fresh Water Tank and Tubing: Inspect the fresh water tank's seal cap and tubing for any foreign objects causing blockages to ensure water flows freely.

Base Station Self-Cleaning Function: You may attempt to activate the base station's self-cleaning function and observe water flow from the spray nozzles to verify proper pump operation.

If the issue persists, we kindly recommend sending the device's SN and invoice to our after-sales team for further troubleshooting solutions.

Customer Care:
+1 (888) 308-6159
(Mon. to Sun. 9:00–18:00 EST)
support@mova-tech.com
na.official.site@mova-tech.com