Frequently Asked Questions

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.

Please see our Warranty page to learn about which warranty applies to your product and whether your product is still under warranty.

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.

If you are in need of a part for your unit after troubleshooting, please visit the Parts page for our available parts. You can search for a part with your model number by typing your model number into the site search bar. It will bring up the item as well as any relevant parts. More information on finding your model number and searching for specific parts or manuals can be found on the Support Page. If you are not able to locate the part you on our website you can visit popular sites such as appliancefactoryparts.com to check their availability.

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.

If you have already submitted the customer service contact us form you can check your case status anytime using the chat in the lower right corner by selecting Case Status and following the prompts. If additional follow-up is needed reply to the email from your customer service case.

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.

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.

The model and serial number should be located on the back of your Masterbuilt® unit on the manufacturer's label.

We accept returns only on items purchased directly through Masterbuilt® via our website: www.masterbuilt.com. To return a product, please fill out a Contact Us form to where Customer Support can reach out in 3-5 business days to assist with the return process.

https://www.masterbuilt.com/blogs/recipes

Masterbuilt ships within the United States and Canada (except for Hawaii and Alaska). Inclement weather is an exception that could potentially impact shipping expected delivery dates. Tracking information will be provided for orders. Orders will not be shipped to a post office box. All Masterbuilt.com orders with purchases totaling $200 USD ($275 CAD) or more before tax, qualify for Free Standard Shipping within the contiguous U.S. and Canada (excluding Hawaii and Alaska). Shipping costs are assessed for any order totaling under $200 USD ($275 CAD) before tax. The shipping charge could vary depending on the items selected, type of destination, destination location, size and weight of the package. Our web store provides shipping previews during the checkout process which allows you to see your shipping charges prior to completing your order.

You can easily check the status of your order anytime through our online chat. It's the fastest way to get real-time updates, tracking details, and answers to any questions you might have about your order. You will need to visit the chat bot in the lower right corner, choose Order Status, put in your email address from your order, and your order number. This is the same information our customer service representatives have available as well.

Take a look at our Find a Retailer Page to locate Masterbuilt® authorised retailers in your area.

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.

Yes, you can control the grill temperature through the digital control panel or the Masterbuilt App. The Masterbuilt App gives you the ability to control and monitor the grill temperature and meat probe temperature all from your phone.

Control the Coals video

No, you can save any unused charcoal for the next cook! With Gravity Series grills you can cut off air supply to the charcoal by inserting the shutdown slides to choke out the fire and turn off the grill. This will allow you to save any unused fuel for your next cook. Typically, it takes 2 to 4 hours or longer to burn itself out.

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.

1300˚F

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.

Lining your racks or grates with foil is not advised for optimal air flow and cooking results.

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.

Yes. It's normal for heat to escape when the grill lid is open. However, if the temperature is set to anything under 500°F 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 500°F and the lid is opened, the grill will default the temperature to 500°F for safety. Once the lid is closed, the grill will return to the set temperature.

We’ve enhanced the Gravity Series cooking experience with a manual Pause Function for better temperature control. Instead of relying on a lid switch, you can now pause the fan with the press of a button – preventing temperature spikes and ensuring consistent results. Simple, reliable, and built for better performance.

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.

Grill should be covered in a dry area, away from direct sunlight.

See the Fan Issues and Troubleshooting Tips Graphic

If the fan or controller isn't working see our Component Troubleshooting Guides

• Models 600 and XT Gravity Series (Generation 2) - Component Troubleshooting PDF
• Models 560, 800, 900 and 1050: Gravity Series (Generation 1) - Component Troubleshooting PDF

See the Gravity Series Error Codes PDF

Generation 1 Grills (560, 800, 900, 1050)	Generation 2 Grills (600, 1150, XT)
3 Piece 16lb Hopper	2 Piece 18lb Hopper
Push Button Hopper Switches	Magnetic Hopper Switches
Push Button Lid Switch	NO Lid Switch
Steel Manifold	Porcelain Manifold
Steel Charcoal Grate	Porcelain Charcoal Grate
Controller DOES NOT PAUSE	Controller DOES PAUSE

The difference in temperature readings between an outside meat probe and the one that comes with a Masterbuilt grill can be attributed to several factors.

• Placement of Probes: The Masterbuilt grill's built-in probe is typically placed in the grill's cooking environment, which might have hotter or cooler spots depending on airflow and heat distribution. An external meat probe, on the other hand, may be inserted directly into the meat and can show a slightly different reading based on where it's positioned inside the meat, as well as how much heat it's exposed to.
• Calibration and Accuracy: The probes could be calibrated differently. The Masterbuilt probe is specifically designed for the grill's environment, and its accuracy may vary based on grill conditions, while an external probe may have a different calibration or sensor sensitivity, which leads to discrepancies in the readings.

Frequent seasoning prevents rusting. If rusting occurs, clean with a steel brush, apply vegetable shortening and heat as indicated above. When the grill is not in frequent use, even when using a grill cover, remember to check your grill periodically to avoid possible rust and corrosion due to moisture buildup.

• 250° F = up to 8 hours
• 650° F = up to 3 hours

• Masterbuilt Pizza Oven: MB20181722
• Masterbuilt Small Digital Charcoal Grill and Smoker Cover: MB20080220
• Masterbuilt Lump Charcoal
• Masterbuilt Fire Starters

• 5 mins to 225° F
• 7 mins to 650° F

Yes, you can control the grill temperature through the digital control panel or the Masterbuilt App. The Masterbuilt App gives you the ability to control and monitor the grill temperature and meat probe temperature all from your phone.

Once you set the desired grill temperature, the digital control panel talks to the grill temperature probe and fan. The fan speed will increase or decrease to adjust the airflow to the fire, to maintain your set temperature.

• 5lbs (2.25 kgs) of Masterbuilt lump
• 7lbs (3.17 kgs) of briquette

It comes with 1. It is capable of up to 4.

Masterbuilt® Lump 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

Sold in United States only

Masterbuilt® Lump 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.

- 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

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.

We have a variety of different providers across the globe.

We do our very best to provide a high-quality mix of different sized lump charcoal. The size should range from 2-6 inches as to best fit in the Gravity Series® hopper.

Sometimes the handling of bags after they leave our production facility will cause pieces of lump 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. Lump is fragile and has a tendency to break if not handled with care.

We have no plans for flavored charcoal at this time.

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.

We recommend using the Masterbuilt® Fire Starters for the easiest way to light your Gravity Series® grill and Masterbuilt® Charcoal.

The charcoal has an indefinite shelf life if stored properly - bag unopened and in a dry, covered place.

Times will vary; however, we recommend using the Masterbuilt® Fire Starters for the easiest way to light your Masterbuilt® Charcoal.

We recommend storing your charcoal in a dry, covered place.

Remove all oxygen. On your Gravity Series® grill, you will insert the slides into the grill to block the airflow.

Lump charcoal can get to very high temperatures - just like the Gravity Series® grill, you can cook at temperatures up to 700˚F

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.

Lump charcoal may occasionally spark, especially with strong airflow. As a natural wood product, some pieces can contain small amounts of moisture, charcoal dust, or partially carbonized wood that ignites quickly when exposed to high heat and extra oxygen.

To reduce sparking, store charcoal in a dry place, remove excess dust before use, and avoid excessive airflow while grilling.

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 1300˚F

- Fire starters light when wet

- Produced from pure paraffin wax

Sold in US only

Pure paraffin wax

48

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 1300˚F for 8 to 10 minutes even when wet.

We recommend you use a strip of 2 Fire Starter cubes for each cook - fits perfectly in your Gravity Series®.

No need to use a fire starter in your electric smoker. You simply ignite with the electronic controls.

The fire starters have an indefinite shelf life.

They will burn up to 1300˚F for 8 to 10 minutes even when wet.

40x45x10 (mm); 1.57x1.77x0.39 (in)

They are odorless and flavorless. You will not taste it in your food.

Try a new fire starter.

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.

These fire starters will actually work when wet and still burn up to 1300˚F degrees for 8 to 10 minutes.

It will take around 5-8 minutes depending on the type of charcoal you are using.

Download the Smoking Times and Temperature PDF

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

Do not use the smoker in covered areas, including garages or covered porches, or on combustible surfaces. Do not use your smoker within 10 feet of any structure or building. The smoker is for outdoor use only.

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.

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.

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.

If an outdoor extension cord is needed, it must be marked with suffix letters “W-A” and with a tag stating “Suitable for Use with Outdoor Appliances.” Please ensure cords have grounding terminals in working condition. Cord should exceed 16AWG diameter and be no longer than 25 feet in length. NOTE: Cord diameter is measured in AWG (American Wire Gauge) the smaller the number, the larger the diameter.

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 275°F 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.)

Video: Set time and temp with the Masterbuilt App

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 350°F (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.

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.

Pellet Smoker is showing ERR0: Body Temperature Probe not seen by controller (check connections of temperature probe. If still an error replace temperature sensor.)

Pellet Smoker is showing ERR1: Meat Probe Error. Meat probe 1 is not installed, or the meat probe is defective.

Pellet Smoker is showing ERR2: Meat Probe Error. Meat probe 2 is not installed, or the meat probe is defective.

Pellet Smoker is showing ERR3: Err3 is when 450°F temp was reached inside the Pellet smoker. This can happen if the crucible has too many pellets in it from the prime process. Once the controller is turned off (not unplugged) the smoker should burn off the pellets in the crucible. The smoker can then be restarted without the prime, which should help with preventing this error.

100°F – 275°F

Yes, you can monitor and control the smoker temperature on the Masterbuilt App or on the digital control panel on the smoker itself.

YES! With our patented wood chip tray, you can infuse your food with your choice of wood smoke flavor

711 sq. in of cooking space with 4 smoking rack positions

It comes with 1. It is capable of up to 4

If your controller is not powering on, please contact customer support to replace the controller.

- We recommend peanut oil for its high smoke point and mild flavor
- Canola oil and vegetable oil can also be used
- Do not use olive oil, grapeseed oil, or any oil with a low flashpoint

This air fryer has a 20 quart capacity, which gives it the ability to cook:

- A 20 lb. Turkey
- 50 chicken wings (~10 lbs.)
- Has 4 stacking baskets and a poultry basket (5 baskets total)

- Butterball® 5L Fryer: 1.3 gallons max
- Butterball® Electric Fryer: 2 gallons
- Butterball® XL Electric Fryer: 2.75-3 gallons
- Do not exceed the maximum fill line

Oil takes approximately 30-45 minutes to heat up in the regular size fryer and 40-45 minutes for the XL fryer.

We do not recommend storing your oil in the unit as this will cause build up and will cause the electrical element to burn out.

Allow your oil to cool completely, strain and store in a tightly closed container in a cool dark place for best results.

Watch A Quick Tip with John McLemore: Reusing Oil in the Electric Fryer
Peanut oil can be used 6-8 times if properly maintained and filtered after each use.

Yes, it is highly recommended that you pre-season your fryer. This is to help burn off the oils from the manufacturing process.

Step 1- After assembling, remove the cooking baskets and poultry stand from the fryer. Leave the heat deflector installed in the fryer.

Step 2- Plug in the fryer. Power it on. Set your Air Fryer to “Air Fry” at 200F. Let it run for 30 minutes.

Step 3- After 30 minutes, change the temperature to 300F. Let it run for another 30 minutes at this temperature.

Step 4- Change the temperature to “preset.” Let it run for 30 minutes on Air Fry, Preset.

Step 5- Your pre-seasoning is complete. Power off by pressing the power button. Do not unplug the air fryer, as the fan will continue to run for 5 minutes to cool the fryer down. Once the fan has automatically shut off, you may unplug the air fryer.

Video: How to Steam and Boil with John McLemore
Add water to Max Fill line. Water will boil at 212°F (100°C) but to steam set temperature to 375°F (191°C). This ensures the unit will not cycle off and water will continue to boil and create steam. Never allow water to completely evaporate as this can cause the element to overheat and damage the unit.

Watch Video: How to Prepare and Test Your Masterbuilt Electric Fryer
1. The turkey must be completely thawed and dry: rinse the turkey inside and out with warm water or immerse in warm water for no more than 20 minutes while oil is heating
2. Use paper towels to thoroughly dry the inside and outside of the turkey
3. Inject with marinade and/or add dry rub

Watch Video: Butterball Electric Fryer: How to Fry a Turkey

For 8L and 10L fryers, place your turkey breast side up with the legs toward the narrow end of the basket. For 5L fryers, place turkey in the basket, breast side down. Fry your turkey for 3 ½ to 4 minutes per lb. The internal temp should be 165°F in the breast and 180°F in the thigh of the turkey.

Video: How to Fry a Turkey
Turkeys can be injected with marinade and/or a dry rub can be added to the skin.

When your set temperature is reached, the Green "READY" light will illuminate.
- Cooking Oil: 375°F (Max Temp)
- Water: 212°F (Max Temp) - boiling water will not get hotter than 212°F
- Boil/Steam: Set temp to 375°F (water is ready when boiling)

Yes, it operates on a button cell battery

- We do not recommend using an extension cord
- If you must use an extension cord, it must be a heavy-duty cord with a ground
- Use of an extension cord increase risk of entanglement and tripping
- May cause loss of energy and appliance may not heat properly
- Do not operate with damaged cord, plug or after appliance malfunctions or has been damaged in any manner

Make sure no other appliances are plugged into the same outlet or circuit.

Video: How to Clean the Masterbuilt Butterball Electric Fryer
For XL Fryers:
Video: How to Clean the Masterbuilt XL Butterball Electric Fryer
- Pot and lid: dishwasher safe
- Body: use mild soap and water
- Do NOT allow water or cleaning agents to contact the electrical components

No, this appliance is for indoor use only. Do not use outside.

Video: Troubleshooting your Electric Fryer

The control panel features a “Safety Switch” that must be mounted properly on the mounting bracket of the outer shell for the unit to power on. The power light will illuminate when the control panel is mounted correctly.

You may need to reset your fryer.
Resetting the Fryer - Video: How to Reset Your Fryer
1. Allow the unit to cool: 2 hours after using water, 5 hours after using oil
2. Remove the controller from the main body
3. Locate and press the "Reset" button on the rear of the controller with a toothpick

For an overview of how to set up the app and connect to your device see the Digital Charcoal App Overview

For current version information, hardware requirements, and frequently asked questions see the Masterbuilt® App page

“How To” Videos are available on YouTube

How to Connect

How to Update