Frequently Asked Questions

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.

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 form.

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.

I need to order a replacement part; product is still under warranty.

Please visit our contact us page and complete the support form. Warranty support does require a product registration be completed prior to receiving assistance. To register your product, please visit the product registration page.

I need to order a replacement part; product is no longer under warranty.

You can visit popular sites such as appliancefactoryparts.com to check availability of parts. More information on finding your model number and searching for manuals can be found on the Support Page.

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.

How do I return something?

We accept returns only on items purchased directly through Masterbuilt® via our US website (delivery to 48 continuous states only) : www.masterbuilt.com.

Where does Masterbuilt.com ship to?
Masterbuilt.com ships to the 48 contiguous US states. Check our Find a Retailer page and check with any of our authorised retailers to see if any ship to your area.
Where can I locate a retailer near me?
Take a look at our Find a Retailer Page to locate Masterbuilt® authorised 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.

Gravity Series®

Which Gravity Series® models does the Rotisserie attachment currently fit?
Currently the Rotisserie attachment kit is compatible with the Gravity Series® 1050, 800 and 560.
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 (176 °C).

*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 lid is open. However, if the temperature is set to anything under 260°C 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 260°C and the lid is opened, the grill will default the temperature to 260°C 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 lumpwood 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 3 kg of charcoal, whereas medium lump with minimal voids may be 4.5 kg. 4.5 kg will burn longer than 3 kg. 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 two 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 or Controller Not Working
If the fan or controller isn't working see our Failed Component Identification guide
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.

Masterbuilt® Lumpwood Charcoal

What is Masterbuilt® Lumpwood Charcoal?

Masterbuilt® Lumpwood Charcoal delivers a delicious charcoal flavor for low temperature cooking and it also has the ability to reach high temperatures quickly & consistently.

- 100% premium hardwood

- Naturally sourced and fired in artisan style kilns

- Ideal for Gravity Series® grills and other charcoal cooking products

- Perfect hardwood blend for all temperature ranges and food types

- Clean burn for optimal charcoal flavor and performance

Where can I buy it?
Take a look at our Find a Retailer Page to locate Masterbuilt® authorised retailers in your area.
What makes Masterbuilt® Lumpwood Charcoal unique?
Masterbuilt® Lumpwood Charcoal is a naturally sourced hardwood blend crafted for optimal flavor and performance. It's ideal for Masterbuilt® Gravity Series® products and other charcoal cooking products.
Benefits of Lumpwood vs. Briquette

- 100% premium hardwood No fillers or additives

- Easy clean-up Little ash production

- Lights faster Food to the grill faster

- Use for multiple cooks Burns longer for low & slow cooking

- Burns hotter Get a deeper sear

- Better temperature control Responsive to oxygen, better air flow

How long will it last in hopper?
It will last up to 15 hours in the Gravity Series® 560, up to 12 hours in the Gravity Series® 800, and up to 8 hours in the Gravity Series® 1050 depending on temperature.
Where is it made?
We have a variety of different providers across the globe.
Average size of lumps?

We do our very best to provide a high-quality mix of different sized lumpwood charcoal. The size should range from 5-15 cm as to best fit in the Gravity Series® hopper.

Sometimes the handling of bags after they leave our production facility will cause pieces of lumpwood charcoal to break down. However, you should see an assortment of sizes in each bag. Be sure to handle your bag with care when moving and storing. Lumpwood is fragile and has a tendency to break if not handled with care.

What flavor is it? Will there be any flavors in the future?
We have no plans for flavored charcoal at this time.
Is it pre-soaked in lighter fluid (easy light)?
It is not, the charcoal is prepared by being fired in artisan style kilns. We do not advise that you use lighter fluid, or anything soaked in lighter fluid in Gravity Series® products.
What's the best way to light it?
We recommend using the Masterbuilt® Fire Starters for the easiest way to light your Gravity Series® grill and Masterbuilt® Charcoal.
What is the charcoal shelf life?
The charcoal has an indefinite shelf life if stored properly - bag unopened and in a dry, covered place.
How long will it take on average for the charcoal to get started once lit?
Times will vary; however, we recommend using the Masterbuilt® Fire Starters for the easiest way to light your Masterbuilt® Charcoal.
Where should I store the charcoal?
We recommend storing your charcoal in a dry, covered place.
How do I extinguish a charcoal fire?
Remove all oxygen. On your Gravity Series® grill, you will insert the slides into the grill to block the airflow.
How hot will it get?
Lumpwood charcoal can get to very high temperatures - just like the Gravity Series® grill, you can cook at temperatures up to 370˚C
Can I reuse any partially burned charcoal?
You sure can! Relighting your charcoal is easy in your Gravity Series® grill if you inserted your slides to conserve it from your previous cook.

Masterbuilt® Fire Starters

What are Masterbuilt® Fire Starters?

Masterbuilt® Fire Starters are the perfect way to light your charcoal grill, making start-up easier than ever and reducing the time needed to reach your desired temperature.

- Ideal for Gravity Series® grills and other charcoal products

- Easiest way to light your charcoal grill and reduce time to temperature

- Odorless, smokeless cubes burn up to 700˚C

- Fire starters light when wet

- Produced from pure paraffin wax

Where can I buy them?
Take a look at our Find a Retailer Page to locate Masterbuilt® authorised retailers in your area.
What is the Masterbuilt® fire starter made of?
Pure paraffin wax
How many come in a pack?
48
Benefits of using fire starter? How long does it take to light charcoal?
Our Fire Starters deliver a clean, hot, odorless, and eco-friendly burn without any flare-ups or chemical taste. They are non-toxic and chemical free and each cube will burn up to 700˚C for 8 to 10 minutes even when wet.
How many do I use?
We recommend you use a strip of 2 Fire Starter cubes for each cook - fits perfectly in your Gravity Series®.
Can I use them in an electric smoker?
No need to use a fire starter in your electric smoker. You simply ignite with the electronic controls.
What is the shelf life?
The fire starters have an indefinite shelf life.
How long do they burn?
They will burn up to 700˚C for 8 to 10 minutes even when wet.
What size are they?
40x45x10 (mm); 1.57x1.77x0.39 (in)
Do they add flavor to food?
They are odorless and flavorless. You will not taste it in your food.
What do I do if it won't light?
Try a new fire starter.
Can I use them in my fireplace or firepit?
You can certainly use in your wood burning fireplace or firepit though it might not work as well because charcoal is already-burned wood and you likely have unburned wood in their fireplace.
Can I store these outside? What do I do if they get wet?
These fire starters will actually work when wet and still burn up to 700˚C degrees for 8 to 10 minutes.
How long will it take on average once fire starter is lit to get the coals started?
It will take around 5-8 minutes depending on the type of charcoal you are using.

General Smokers

Smoking Times and Temperatures
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"
Video: Wet vs Dry Wood Chips for Smoking
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 3 meters 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?
View our Video "Masterbuilt Electric Smokehouse: Cleaning and Storage"
Video: 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 very 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 a tag stating "Suitable for Use with Outdoor Appliances." Please ensure cords have grounding terminals in working condition. Cord should exceed 1.3 mm diameter and be no longer than 7.5 meters in length.
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 135°C 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.
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.

Video: How to pre-season your Masterbuilt Propane Smoker


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 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.

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 product 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.

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.

Masterbuilt® App

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
"How To" Videos

“How To” Videos are available on YouTube

How to Connect

How to Update