Troubleshooting Your Sleep Number FlexFit® Smart Base

FlexFit® Smart Adjustable Base Not Working? Troubleshooting and Reset Steps

Applies to: All Sleep Number FlexFit® Smart Adjustable bases sold after 2017.

For all other Sleep Number adjustable bases, please refer to Troubleshooting my Traditional FlexFit® Adjustable Base or Sleep Number® Adjustable Base with Remote Troubleshooting.

Start here: Check the connections, restart the bed and test the base using the steps below. If the problem continues, choose the symptom that best matches what you’re experiencing.

Before you begin: These steps apply to supported FlexFit® smart adjustable bases from Sleep Number.

• Keep people, pets, hands and objects away from moving parts.
• Do not sit on the side, head or foot of the bed while the base moves.

Try these steps first

1. Check the Smart Control system and Firmness Control system connections that are safely reachable, and make sure they are secure. Do not crawl under or reach into a moving or raised base.
2. Restart the bed by unplugging it from the electrical outlet, waiting 1 minute, and plugging it back in.
3. Wait a few minutes for the bed to come back online.
4. Test the head and foot controls. For Split King and FlexTop® King mattress sizes, test both sides.
5. If the issue continues, choose the matching symptom below.

Choose the problem you’re having

• The bed seems to have no power
• The base, head, foot or one side will not move
• The base does not move as high or low as it used to
• The app says the base needs to be reset
• The head control moves the foot, or the foot control moves the head
• The base is stuck or will not return to flat
• The base goes down, then moves back up
• The remote shows a 4-digit error code
• The app or remote says the base is moving, but it is not
• The Favorite button does not move the base
• The Favorite button light is blinking or stays on
• The Favorite button is loose or damaged
• The base hums, squeaks, creaks or grinds
• The base wobbles or moves from side to side
• A wire is hanging under the bed
• The app shows the wrong base position
• The app or remote will not control the base
• The underbed light does not work

If the bed seems to have no power

Quick answer: Confirm the outlet works, check for lights on the Favorite buttons and Smart Control system, and secure the reachable connections. If no lights turn on, contact Sleep Number.

You may see “Bed offline” or “Component not responding” in the Sleep Number® app.

1. Confirm the bed is plugged in and the electrical outlet works.
2. Complete the steps in Try these steps first, including checking the Smart Control system connections.
3. Press the Favorite button on each side of the base, one side at a time. If a button lights up, that side is receiving power. If only one button does not light up, see If the Favorite button does not move the base or light up.
4. If neither Favorite button lights up, check the lights on the side of the Smart Control system. It is at the foot of the bed on the sleeper-left side.
5. If any light on the Smart Control system is on, the system is receiving power. If neither Favorite button nor the Smart Control system lights up, stop troubleshooting and contact Sleep Number. We’ll help determine the next step.

The Smart Control system connections are on the back of the unit at the foot of the bed on the sleeper-left side.

If the base has never worked after installation, or if it stopped working and these steps did not restore power, contact Sleep Number for help.

Quick answer: Clear anything blocking the base, check the reachable connections, restart the bed and test the affected section again.

You may see an adjustability message telling you to restart the bed, clear the area, retest and contact support if the issue continues.

1. Check the connections, restart the bed and test the base.
2. Make sure bedding, furniture, cords and other objects are not blocking the head or foot of the base.
3. Test the base again.

If the issue continues, check the connections from the base to the Firmness Control system or Smart Control system and make sure they are secure. Then test the head and foot controls on both sides. If the base still does not move, contact Sleep Number for additional troubleshooting and next steps.

If the base does not move as high or low as it used to

1. Check the connections, restart the bed and test the base.
2. Check whether a saved Favorite position was changed. Return it to the factory setting or save the preferred position again.
3. Make sure bedding, furniture, cords and other objects are not blocking the head or foot of the base.
4. Test the base again.

If movement is still limited, contact Sleep Number for additional troubleshooting and next steps.

If the app says the base needs to be reset

Quick answer: Clear the area around the base, restart the bed and follow the reset prompts in the Sleep Number® app. If the reset fails twice, contact Sleep Number.

You may see “Unable to adjust FlexFit” with an option to reset the bed.

1. Check the connections, restart the bed and test the base.
2. Make sure no people or pets are on or near the bed and that no hands, bedding, cords or objects are between the base and the surround.
3. Select Resolve in the app.
4. If the app displays Failed, select Retry once.
5. When the process finishes, test the head and foot. For Split King and FlexTop® King mattress sizes, test both sides.

If the reset fails again or the base still does not work, contact Sleep Number.

The buttons and screens you see may vary slightly by Sleep Number® app version. Follow the prompts shown to resolve the issue, then test the base again.

If the head control moves the foot, or the foot control moves the head

If the base moves but the head and foot controls are reversed, the actuator connections may be connected to the wrong ports. This is most likely after delivery or a move.

If the base is stuck or will not return to flat

Quick answer: Remove obstructions, use the Favorite button to return the base to flat and restart the bed. Do not force a stuck base down.

1. Make sure the bed is plugged into a working outlet.
2. Move people and pets away from the bed. Check for bedding, cords, furniture or other objects caught between the decking panel and the surround or blocking the head or foot.
3. Press the Favorite button once and note the light. An orange light may indicate an obstruction. A purple light means the base needs to return to flat.
4. If the light is purple, press the Favorite button. For Split King and FlexTop® King mattress sizes, repeat on the other side if needed.
5. Power cycle the bed, then test the base again.

If the base remains stuck upright, do not force it down. Contact Sleep Number.

If the base goes down, then moves back up

Stop and check for bedding, cords, furniture or another obstruction around the moving base. Clear the area and test it once more. If it moves back up again, contact Sleep Number.

If the remote shows a 4-digit error code

Four‑digit error codes on your Sleep Number® adjustable base usually indicate a temporary communication or power issue. These steps help reset the system and restore normal operation.

If the app or remote says the base is moving, but it is not

The control may appear to be articulating, remain on the articulating screen or keep spinning while the base does not respond.

1. Force close the Sleep Number® app.
2. Reopen the app and try the base controls again.

If the issue continues, contact Sleep Number for additional troubleshooting and next steps.

If the Favorite button does not move the base or light up

1. Check the connections, restart the bed and test the base.
2. Use the Sleep Number® app or smart remote to raise the head or foot slightly.
3. Press the Favorite button. The base should return to flat.
4. If the base returns to flat, confirm that a Favorite position is saved.

If the base does not return to flat, or the button does not light up, contact Sleep Number. The button or related parts may need service.

If the Favorite button is loose or damaged

If the button has come loose or popped out but is still connected and working, contact Sleep Number for a replacement adhesive kit and reattachment instructions. If the button is damaged or no longer works, contact Sleep Number. A replacement button and service visit may be needed.

If the Favorite button light is blinking or stays on

Favorite button light colors vary by adjustable base model. Use the FlexFit® Smart Base Favorite Button guide to identify what the light means and what to do next.

If the base makes a humming sound

A quiet hum while the base raises or lowers is normal. It comes from the actuators moving the bed, and the sound or pitch may be slightly different on each side. You may also hear light rubbing if the mattress is close to a frame, wall or the other mattress on a Split King. If the sound is loud, new or accompanied by grinding, use the squeaking, creaking or grinding steps below.

If the base squeaks, creaks or grinds

1. Check the connections, restart the bed and test the base.
2. Check whether the base is rubbing against a frame, wall or furniture. Move the item away from the base.
3. Check under the base and around the actuators. Remove any items that could interfere with movement.
4. Confirm the mattress is attached to the base (either by magnets or straps, depending on model).
5. Test the base again.

If the sound continues, contact Sleep Number. A part or service visit may be needed.

If the base wobbles or moves from side to side

1. Check the height number on each leg and make sure every leg is set to the same height.
2. On a hard floor, make sure every leg has a cap.
3. On carpet or a rug, make sure the leg caps are removed.
4. If you use a rug, make sure all legs are either on the rug or off the rug so the base stays level.
5. Test the base again.

If the base still wobbles, contact Sleep Number. The legs or base may need service.

If a wire is hanging under the bed

If everything works but an unused wire is hanging near the Favorite button or under the base, it may be an unused connection in the wire harness:

• Some FlexFit® smart adjustable bases use a universal wire harness and may have an unused connection.

If everything is working and the wire is not damaged, gently secure the unused connection under the base where it will not hang, become pinched or interfere with moving parts. If you are unsure whether the wire should be connected, or if the wire or connector is damaged, do not plug it into a port. contact Sleep Numberr for help.

If the app shows the wrong base position

Restart the bed, then try moving the base again. If the app shows the base as raised when it is flat—or flat when it is raised—and the controls remain unavailable, contact Sleep Number

If the app or remote will not control the base

1. Make sure Bluetooth is turned on in your mobile device settings.
2. Confirm the Sleep Number® app has permission to use Bluetooth.
3. Force close and reopen the app, then try the base controls again.
4. If the bed is online, allow about 10 minutes for a software update to download. Lights on the pump may flash during the update. Do not unplug the base during this process.

If you see an E1 or E3 remote connectivity error, use remote connectivity troubleshooting. We also recommend getting your bed online.

If the underbed light does not work as expected

On a FlexFit® smart adjustable base, the underbed-light wire runs from the control box to the light at the head of the bed. The light is attached to the metal bar that supports the legs at the head of the base. On King-size bases, it is on the sleeper-left base near the inner leg. On smaller bases, it is at the center of the bar.

1. Make sure the base is flat, unplugged and completely still. Keep people and pets away from the bed while you check the connection. Do not crawl under a raised base.
2. Find the connector that joins the underbed-light wire to the main wiring harness.
3. Unlock the connector, then gently pull the two sides apart.
4. Reconnect the connector and listen for a click to confirm it is locked.
5. Wait 1 minute, then plug the bed back into the electrical outlet.
6. Test the underbed light again.

If the underbed light still does not work after you reconnect the wire and restart the bed, contact Sleep Number for next steps.

When to contact Sleep Number

We’re here to help if the issue continues after these steps, the base remains stuck or unresponsive, only one section moves, a Favorite button is damaged, you see damaged wiring or hardware, or the base continues to squeak, creak, grind or wobble. Contact Sleep Number for additional troubleshooting and next steps.

Frequently Asked Questions