Frequently Asked 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.
I need to order a replacement part; product is no longer under warranty.
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?
Where can I locate a retailer near me?
My Controller or Fan Isn't Working Correctly
Which Gravity Series® models does the Rotisserie attachment currently fit?
Is there a griddle attachment for the Gravity Series® 560/1050?
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?
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?
Can I control the air flow with the slides?
Why is my unit smoking so much? Too much smoke?
Can I leave the hopper lid open while cooking?
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?
Can I cook/smoke with logs?
Will the grill lose heat when the lid is open?
How do I turn off my grill when I'm done cooking?
*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?
I'm burning through charcoal faster than advertised, why?
Gravity Series® Warranty
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
Do the fire bricks disintegrate?
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?
What makes Masterbuilt® Lumpwood Charcoal unique?
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?
Where is it made?
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?
Is it pre-soaked in lighter fluid (easy light)?
What's the best way to light it?
What is the charcoal shelf life?
How long will it take on average for the charcoal to get started once lit?
Where should I store the charcoal?
How do I extinguish a charcoal fire?
How hot will it get?
Can I reuse any partially burned charcoal?
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?
What is the Masterbuilt® fire starter made of?
How many come in a pack?
Benefits of using fire starter? How long does it take to light charcoal?
How many do I use?
Can I use them in an electric smoker?
What is the shelf life?
How long do they burn?
What size are they?
Do they add flavor to food?
What do I do if it won't light?
Can I use them in my fireplace or firepit?
Can I store these outside? What do I do if they get wet?
How long will it take on average once fire starter is lit to get the coals started?
Smoking Times and Temperatures
Should my wood chips be used wet or dry?
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?
Can I use wood chunks or pellets in my smoker?
What is the best way to clean my smoker?
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?
Can I use an extension cord with my electric smoker?
How do I pre-season my electric smoker before using it for the first time?
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.
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?
Digital Charcoal App Overview
Fan or Controller Not Working
If your Masterbuilt Digital Charcoal Smoker controller is not functioning properly.
Digital Charcoal App Overview
Masterbuilt® app requirements and versions, including Gravity Series®
Got a question? Need a helping hand? We've got you covered.
View the warranty details of your Masterbuilt BBQ or smoker.
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Protect your investment. Register your Masterbuilt product.
We're always around if you need. Submit a request, and we'll get you back up and running.