What should I do if my Stannah stairlift is not moving and the reset button isn't working?

If your Stannah stairlift is not moving and pressing the reset button has no effect, stop trying to operate it and carry out a few basic safety checks. A reset will not usually overcome a flat battery, a safety interlock, an obstruction, a power interruption or a mechanical fault. If the stairlift remains unresponsive after these checks, it needs professional attention rather than repeated resets.

First, make sure you are safe. If you are on the stairs or unable to leave the seat safely, remain seated with the seat belt fastened, if fitted, and ask someone nearby for assistance. Do not try to climb past the stairlift or lift yourself from the seat while it is positioned on the staircase. If there is smoke, a burning smell, sparking, visible damage or water near the equipment, switch it off if this can be done safely and arrange urgent assistance.

Check the basic operating conditions:

• Confirm that the stairlift’s power switch is on and that the key is inserted and turned to the operating position, where applicable.
• Check whether the charger or mains power indicator is illuminated. If the stairlift has stopped at a landing, return it to a charging position only if it responds normally and can be moved safely. Otherwise, do not force it.
• Make sure the seat is fully swivelled back into the travelling position. A stairlift may not move if the seat is turned towards the landing.
• Check that the armrests are lowered and that any safety belt is fastened correctly. These safety features can prevent movement when they are not in the required position.
• Inspect the footrest, rail and area around the drive unit for an object, clothing, pet toy or other obstruction. Do not reach into moving parts or attempt to remove anything trapped inside the mechanism.
• Ensure that the control is being held in the correct direction. A joystick or operating switch normally needs to be held continuously while the lift travels; releasing it should stop the stairlift.

If your model has a separate remote control, try the stairlift’s main control only after checking the remote is not stuck or damaged. If neither control operates the lift, the problem is less likely to be limited to the remote. Look for warning lights, a display message or a pattern of beeps, and make a note of what you see or hear. This information can help the engineer identify whether the fault relates to power, charging, a safety switch or the drive system.

Use the reset control only as described in the user manual. Depending on the model, a reset or stop control may clear a temporary interruption, but it will not repair a failed battery, charger, sensor, motor or control circuit. Do not repeatedly press the button, hold it down for longer than instructed or use tools to operate it. If the reset button itself feels loose, sticks, has become damaged or does not illuminate when it normally should, stop using the stairlift.

You can switch the stairlift off and on again only if the manufacturer’s instructions specifically allow this and you can reach the switch safely. Do not remove covers, disconnect battery terminals, bypass a seat or armrest safety switch, bridge a sensor or test live wiring. Battery and charging faults can involve stored electrical energy even when the stairlift appears to be switched off. DIY electrical repairs may also leave the stairlift unsafe to use.

A stairlift that remains still after the reset button has been used may have a battery that is too depleted to drive the motor, a charger or mains supply fault, a failed safety interlock, an obstruction sensor fault, a problem with the control system or a mechanical issue in the drive unit. The correct repair depends on the model and the fault indication; resetting alone cannot identify or resolve these causes.

Contact Independent Stairlifts or your agreed service provider for an inspection if:

• the stairlift remains unresponsive after the safe checks;
• the reset button has no effect or the fault returns immediately;
• the charger or power indicator is not behaving as expected;
• the stairlift stops at the same point, moves intermittently or makes an unfamiliar noise;
• there is a visible obstruction or damage that cannot be removed without opening the equipment; or
• you notice heat, a burning smell, sparks, smoke or signs of water ingress.

When requesting help, provide the stairlift model if known, whether it is straight or curved, where it stopped, whether any lights or beeps appeared, and what happened immediately before the failure. Keep the stairlift switched off until advised otherwise. An engineer can then check the power and charging system, safety switches, controls, batteries, rail and drive mechanism without compromising the equipment’s safety.