When the suction cups on the pillow do not hold, the cause is nearly always the surface rather than the pillow. A suction cup grips only a clean, dry, smooth surface, so a headrest that falls off after a couple of days usually sits on a spot with a film of soap, oil or cleaner, or over a jet, a texture line, a grout line or the edge of the seat. The first thing to check is where the cups are placed and whether both the acrylic and the cups have been washed and dried. Pillows, headrests, seat cushions and risers all attach this way on purpose, so nothing is ever drilled or glued to the tub.

Likely Causes

• Soap, oil or cleaner residue on the acrylic or on the cups
• Cups placed over a jet, a texture line, the seat edge or a grout line instead of flat, smooth acrylic
• A cup that has stretched with age, which is a simple wear item
• Seat cushion cups that pop out of their tab holes, which the team replaces from a photo
• A wall mounted pillow chosen for a tub whose back is not against a wall

What to Check, in Order

1. Choose a smooth, non porous spot: the acrylic tub wall, the extension panel or smooth wall tile. Avoid jets, texture lines, grout and the seat edge.
2. Clean the surface and the cups with soap and water, then dry both. Cleaners leave a film where the cups sit, so reseat the cups after every tub cleaning.
3. Press each cup flat until the air is pushed out, then give the accessory a gentle tug to confirm it holds.
4. If the headrest still lets go and the back of the tub is not against a wall, use the large removable headrest with its L bracket on the deck or extension panel; the standard wall pillow needs a smooth wall behind it.
5. For a seat that feels too low, the seat pillow riser is about 3 1/2 inches high, in a standard shape or a U shape with a bidet cutout so the air jets still flow. There is no adjustable seat model, so the riser and pillows are the comfort add ons. The fit list is in swivel tray, seat riser and seat cushions, and seat measurements are in seat sizes and soaking depth.
6. If the cups are stretched or missing, they are wear items and easy to replace; see pillow suction cups and replacements.

When to Open a Ticket

If a cup will not hold on a clean, smooth surface, has stretched, or keeps coming out of the seat cushion tab holes, open a ticket at ellasbubbles.com/support with your model and serial number and a photo of the accessory and the cup mount. Your Ella dealer or the team at (800) 480-6850 send the correct replacement cups; until they arrive, keep the cushion off the seat rather than risk a slide.

Common Questions