Basic General Questions
How do I register my product for warranty?
You will want to start with heading over to our Product Registration page to register your product. Please note that to register your product for warranty, you must have a copy of your receipt. If you no longer have your receipt, we recommend contacting the retailer you purchased the item from for Proof of Purchase.
Once your product is registered, please fill out a Contact Us form to process a warranty claim with our Customer Support team. That same form should be used for any assistance with a product or grilling issue. Response times for claims are usually 3-5 business days.
What constitutes a warranty? (How do I know if my product is still under warranty?)
Please see our Warranty page to learn about which warranty applies to your product and whether your product is still under warranty.
What should I do if I have a problem with my product?
If you are still under warranty, please make sure your product is registered and then submit a Contact Us form so that customer support can reach out to assist you.
If you are outside of warranty, please see the product sections of this FAQ for troubleshooting and helpful resources to assist you with your unit. Your manual also provides troubleshooting and solutions.
If you are in need of a part for your unit after troubleshooting, please visit the Parts Page (US) for our available parts. You can search for a part with your model number by typing your model number into the site search bar. It will bring up the item as well as any relevant parts. More information on finding your model number and searching for specific parts or manuals can be found on the Support Page. If you are not able to locate the part you on our website you can visit popular sites such as appliancefactoryparts.com to check their availability.
How do I reach Customer Support?
To reach our Customer Support team, you will want to start by making sure that your product is registered via our Product Registration page.
Once your product is registered, you will want to then fill out a Contact Us form, which allows you to outline what you need Customer Support’s assistance for and open a case within our system. Please note that response times for claims are usually between 3-5 business days.
Our call center is currently closed and past support email addresses are no longer valid. Please get in touch with customer support through the form on the Contact Us page.
I need to order a replacement part; product is no longer under warranty.
All of our parts available for purchase can be found on our website by visiting the Parts Page (US). To search for a part with your model number, type your model number into the site search bar. It will bring up the item as well as any relevant parts. More information on finding your model number and searching for specific parts or manuals can be found on the Support Page. If you are not able to locate the part you on our website you can visit popular sites such as appliancefactoryparts.com to check their availability.
Where can I locate the model/serial number on my product?
The model and serial number should be located on the back of your Masterbuilt unit on the manufacturer’s label.
Where can I locate a retailer near me?
Take a look at our Retailers Page to locate Masterbuilt authorized retailers in your area.
My Controller or Fan Isn't Working Correctly
If the fan or controller in your digital charcoal product isn't working see our Failed Component Identification guide for detailed assistance.
What has been updated on the grills?
Masterbuilt has listened to Gravity Series user feedback and our design and engineering teams have made the following updates: updated lid/door switches for durability, porcelain coated middle and upper charcoal hopper, and a re-designed charcoal grate for less charcoal fall through. These new changes have been implemented in the Gravity Series 800 Griddle and will be included for the 560 & 1050 models arriving in 2021. For those wishing to upgrade, we will have all parts available for purchase on our website in 2021.
Which Gravity Series models does the Rotisserie attachment currently fit?
Currently the Rotisserie attachment kit is only compatible with the Masterbuilt 1050 & 560. In early 2021, an additional rod will be included in the kit making it compatible with the 800 series.
Is there a griddle attachment for the Gravity Series 560/1050?
The Flat Top Griddle is exclusive to the Gravity Series 800. It is only available for this model due to the unique manifold required to operate the flat top surface.
Gravity Series 560 assembly video
Gravity Series 800 assembly video
Gravity Series 1050 assembly video
Will the Stickers/POP on the unit peel or chip paint when removing?
No, these are meant to peel away without damaging the unit.
Do I need to preseason my grill?
Yes, it is very important to preseason your grill before cooking. Pre-seasoning helps to burn off any chemicals and oils left over from the manufacturing process.
Steps to pre-season your grill:
1. Fill the hopper with charcoal approximately ¼ - ½ full.
2. Start your grill following the START-UP instructions and set the temperature to 250°F (121°C) for 60 minutes.
3. Next, set the temperature to 400°F (204°C) for 30 minutes.
4. After 30 minutes, shut down the grill following the SHUTDOWN instructions.
5. Allow grill to cool COMPLETELY.
6. After the grill has cooled, use a napkin or cloth to rub a light coat of cooking oil on smoke and sear grates, warming/smoking racks, charcoal grate and the inside of the grill lid and body.
7. Then, repeat steps 3-6 at a temperature of 350°F.
*Frequent seasoning helps to prevent rusting. If rusting occurs clean with a steel brush, apply vegetable shortening and heat as indicated above.
Can I line my racks/grates with foil?
Lining your racks or grates with foil is not advised for optimal air flow and cooking results.
Can I control the air flow with the slides?
No, slides should be removed from the unit while cooking.
Why is my unit smoking so much? Too much smoke?
A lot of smoke is normal after your charcoal is lit when building a fire. As heat builds, the smoke will change to a thin blue smoke, this means you are ready to cook.
Can I leave the hopper lid open while cooking?
No, fire will bridge upward if the lid is left open.
How do I cook with wood chunks?
For On-Demand smoke, add 1-2 chunks (no larger than your fist) directly to the ash bin. This will last approximately 2-3 hours.
For Controlled smoke, add four (4) pounds of charcoal and one (1) wood chunk, creating layers of charcoal and wood chunks.
Can I smoke with Wood Chips?
No, this is not recommended.
Can I cook/smoke with logs?
No, we do not recommend smoking with any wood chunks larger than the size of a fist. Chunks larger than fist size will create too much heat on the door and cause damage to the unit.
Will the grill lose heat when the lid is open?
Yes. It’s normal for heat to escape when the grill list is open. However, if the temperature is set to anything under 500°F and the lid is opened, the DigitalFan will run continuously to try and maintain the set temperature. If the temperature is set to anything above 500°F and the lid is opened, the grill will default the temperature to 500°F for safety. Once the lid is closed, the grill will return to the set temperature.
How do I turn off my grill when I’m done cooking?
Close the all lids. Press and hold the Power button until the grill powers off. The two slides will be used to smother the fire. Put the small slide through the bottom slot and the larger slide through the upper slot. If the slide will not go in fully, it may have slid behind the shroud and was not properly inserted in the sleeve. Pull the slide out, make sure it is parallel to the slot and try again. The “M” should be facing upright.
*Failure to insert slides will cause remaining charcoal to burn and could cause damage to grill.
*Do not store or cover until the grill has completely cooled.
How do I store my grill when it is not being used?
Grill should be covered in a dry area, away from direct sunlight.
I’m burning through charcoal faster than advertised, why?
For lump charcoal, if the lumps are too big, large voids are created in the hopper. Large lump charcoal reduces the overall amount of charcoal in the hopper to burn. For example: large lump charcoal with voids may only be 7 lbs of charcoal, whereas medium lump with minimal voids may be 10 lbs. 10 lbs will burn longer than 7 lbs. In addition, charcoal varies by brand and not all charcoal is made the same. Material sources, density and characteristics are different. The length of the burn time also depends on the outside temperature.
Gravity Series Warranty
All Gravity Series model grills come with a one year warranty from date of purchase with proof of purchase.
Error codes that people are receiving from their grill and troubleshooting tips
Fan Issues – See this reference from your manual
Fan Not Working: Troubleshooting Tips to try first
Step 1: Ensure all connections are properly connected.
Step 2: Unplug the fan from the wiring harness near the hopper. Then power on controller and set temp. If controller resets/turns off then you have bad wiring.
Step 3: Unplug the fan from wiring harness near the hopper and plug the fan directly into the controller, bypassing the wiring harness. Power on controller then set your temperature. If controller resets/turns off then the fan is bad.
Step 4: Unplug the wiring harness and fan, turn on controller and set temp. If controller resets/turns off then it’s the controller.
Does my lid need the new screw modifications?
No, this was preassembled on the newer models to hold the handles in place for shipping.
Do the fire bricks disintegrate?
The metal inserts in front of fire brick are designed to protect the soft fire brick in transport and production. The metal panels are expected to degrade after use and the firebrick will be exposed. Firebrick material is food safe and capable of handling the high temperatures of the hopper burn area.
Smoking Times and Temperatures
Download the Smoking Times and Temperature PDF
Should my wood chips be used wet or dry?
You may use dry or pre-soaked wood chips in your smoker. Dry chips will burn faster and produce more intense smoke. Chips pre-soaked in water (for approximately 30 minutes) will burn slower and produce a less intense smoke.
If you would like to use pre-soaked wood chips, visit our YouTube channel and view
A Quick Tip with John McLemore: Soaking Wood Chips
Is it ok to use my smoker on my deck/porch/in my garage?
Do not use the smoker in covered areas, including garages or covered porches, or on combustible surfaces. Do not use your smoker within 10 feet of any structure or building. The smoker is for outdoor use only.
Can I use wood chunks or pellets in my smoker?
Our electric smokers and cold smoker attachment are designed to operate with the use of wood chips only. If you have an MES 400 electric smoker, you can use either wood chips or wood chunks depending on which smoke setting you are using. Wood chunks or wood chips can be used in our Propane Smokers. Food grade wood pellets are to only be used in our pellet smokers and grills.
What is the best way to clean my smoker?
Watch How to Clean Your Masterbuilt Smoker
When cleaning your smoker, mix 50/50 hot water and apple cider vinegar in a spray bottle and shake well. Apply mixture and clean with a soft sponge. It is vey important not to use harsh chemicals to clean your smoker.
Can I use natural gas instead of propane for my gas smoker?
No, Masterbuilt smokers cannot be converted to natural gas. Our units are tested and designed to operate on LP gas and our company does not do any testing with natural gas. Therefore, we do not sell a natural gas conversion kit nor recommend the use of natural gas with our products.
Can I use an extension cord with my electric smoker?
If an outdoor extension cord is needed, it must be marked with suffix letters “W-A” and with a tag stating “Suitable for Use with Outdoor Appliances.” Please ensure cords have grounding terminals in working condition. Cord should exceed 16AWG diameter and be no longer than 25 feet in length. NOTE: Cord diameter is measured in AWG (American Wire Gauge) the smaller the number, the larger the diameter.
How do I pre-season my electric smoker before using it for the first time?
Video: How to Preseason Your Masterbuilt Electric Smoker
Curing your smoker will rid the unit of oil produced in the manufacturing process. First, make sure the water pan is in place without water in it. Set smoker temperature to 275°F and allow the unit to run for three hours. During the last 45 minutes, add ½ cup of wood chips in the wood chip loader to complete the pre-seasoning process. Power off the smoker and allow it to cool completely. (Note: Never add more than ½ cup of wood chips at a time. Additional chips should not be added until any previously added wood chips have stopped generating smoke.)
Setting Time/Temp for my Electric Smoker through the Masterbuilt App.
Watch our short video
How do I pre-season my propane smoker before using it for the first time?
Curing your smoker will rid the unit of oils produced in the manufacturing process. Pre-season your smoker prior to first use.
1. Perform soapy water test: Video: How to Perform Soapy Water Test
2. Using a napkin or cloth, rub a light coat of cooking oil on smoker racks and inside smoker door. Make sure water pan is in place WITHOUT water.
3. Fill wood chip tray with up to 1 cup of wood chips and light your smoker. Close door.
4. Let the smoker burn for about 1 hour. Make sure temperature reaches 350°F (177°C).
5. Allow unit to cool completely.
6. Reapply light coat of cooking oil on smoker racks and inside of smoker door.
7. Re-light smoker and burn for 20 minutes.
* Cure your smoker periodically to prevent excessive rust.
Setting Time/Temp for my Electric Smoker on the Controller.
Watch our short video Set time and temp with the Masterbuilt App
How do I pre-season my Slow Smoker Attachment?
To pre-season your slow smoker attachment, place the unit by itself in a safe area, observing the distance requirements as outlined in the “General Warnings & Safety Information” on page 2 of your instruction manual. Run the slow smoker for 1 hour. This will burn of any residual factory oils on the unit. When complete, the slow smoker is ready for normal operation.
Pellet Smoker Tips – See this reference from your manual below:
Pellet Smoker is showing ERR0: Body Temperature Probe not seen by controller (check connections of temperature probe. If still an error replace temperature sensor.)
Pellet Smoker is showing ERR1: Meat Probe Error. Meat probe 1 is not installed, or the meat probe is defective.
Pellet Smoker is showing ERR2: Meat Probe Error. Meat probe 2 is not installed, or the meat probe is defective.
Pellet Smoker is showing ERR3: Err3 is when 450°F temp was reached inside the Pellet smoker. This can happen if the crucible has too many pellets in it from the prime process. Once the controller is turned off (not unplugged) the smoker should burn off the pellets in the crucible. The smoker can then be restarted without the prime, which should help with preventing this error.
Digital Charcoal Smokers
Digital Charcoal App Overview
For an overview of how to set up the app and connect to your device see the Digital Charcoal App Overview
Fan or Controller Not Working
If the fan or controller isn't working see our Failed Component Identification guide
If your Masterbuilt™ Digital Charcoal Smoker controller is not functioning properly.
If your Masterbuilt™ Digital Charcoal Smoker controller is not functioning properly, there is potential that the unit is not wired correctly. Please see the Digital Charcoal Smoker Wiring Diagram page for troubleshooting instructions.
Digital Charcoal App Overview
For an overview of how to set up the app and connect to your device see the Digital Charcoal App Overview
Masterbuilt® app requirements and versions, including Gravity Series™
For current version information, hardware requirements, and frequently asked questions see the Masterbuilt® App page