Frequently Asked Questions

Feel free to read our FAQ before you contact The Kirby Company.

Q: The vacuum is running, but why isn’t it picking up any dirt from the floor?

A: There are a few reasons this may be happening. The vacuum might not be set at the proper height. If the nozzle is too high off the floor, the brush will not reach the floor to clean it properly. To adjust the height, simply press the Toe-Touch pedal on the side of the unit.

Another reason may be because the brush roll is not turning. If the brush roll indicator light on the nozzle is not on, that could mean the following: the brush roll isn’t turning freely, the belt is slipping, broken or not engaged. To engage the brush roll, flip out the belt lifter handle and turn it clockwise until the green arrows line up.

Lastly, you might have a full bag. Check the disposable filter bag to see if it’s full and replace it if it is.

Q: How do I take the nozzle off the front of the unit (and put it back on)?

A: To remove the power nozzle, or front head of the vacuum, first make sure the unit is turned off and is unplugged. Press the Toe-Touch pedal all the way down. Then, raise the headlight hood, pull the belt lifter handle toward you and turn it counterclockwise until the red arrows line up. Once the read arrows are lined up, turn the Accessory Lock counterclockwise, which will release the Power Nozzle. Now you may remove the nozzle and attach your next accessory and lower the hood.

To re-attach the power nozzle, follow the steps above to remove the attached accessory. Once that is off, the belt on the Power Nozzle should be stretched on the hook inside. (If it is not, flip out the belt lifter handle and turn it counterclockwise until the red arrows line up. The hook should catch and stretch the belt inside.) Rest the two hooks on the rear of the Power Nozzle over the attaching bar on the front of the vacuum. Then push the nozzle against the unit and turn the Accessory Lock clockwise to lock in place. Flip out the belt lifter handle and turn it clockwise until the green arrows line up. This will release the belt from the hook to spin the brush roll.

Q: It smells like the belt is burning. What is wrong?

A: It is likely the belt isn’t turning freely on the brush roll. Flip out the belt lifter handle and turn it clockwise until the green arrows line up. This will release the belt from the hook in order to turn freely on the brush roll. Make sure to check the brush roll for tangled hairs or debris that may be preventing it from turning. .

Q: I want to make a payment on my Kirby or talk to the finance company about balance and/ or payment method. Who do I talk to?

A:  Kirby’s are sold by independent, authorized Kirby distributors. The Kirby Company does not sell the Kirby system and therefore does not have any of your finance information. We do not finance Kirby systems either. To find out who to talk to about your finance questions contact your selling distributor listed on your contract. If you are making automatic withdrawals from your bank account, you can look at your bank statement to see which finance company is taking the money out of your account. We do have some of the phone numbers to the different finance companies the distributors use. You can call The Kirby Company at 1-800-437-7170 with the name of your finance company and we may be able to provide you with the phone number to your finance company.

Q: How can I get a user manual or instruction book for my Kirby vacuum?

A: The owner manual for all Kirby systems are available here. You can also call The Kirby Company at 1-800-437-7170 to purchase some of the newer model user manuals.

Q: How do I change the belt?

A: Please check out our How-To Videos, with instructions on how to change the belt.

More FAQ

Other Contact Methods


Order A Kirby System, Replacement Parts, Supplies or Technical Assistance:

United States or Canada:
Monday – Friday
8:00 a.m. – 6:00 p.m. (EST)

Consumer Relations

Monday – Friday
8:00 a.m. – 5:00 p.m. (EST)

United States and Canada:

Australia: 1-800-781-556
Brazil: (11) 3075-3026
Europe: 00-800-5472-9272
Kazakhstan:+7 495 374 72 82
Kyrgyzstan:+7 495 374 72 82
Norway: 80014747
Russia: 7800500 51 46
Russia: 7495374 72 82
South Africa: 0800-203-222
Sweden: 0200895477
Turkmenistan:+7 495 374 72 82
United Kingdom: 0800-328-1247
Uzbekistan:+7 495 374 72 82

Contact Us By Fax

United States and Canada:

Contact Us By Mail

Consumer Relations Department
The Kirby Company
1920 West 114th Street
Cleveland, OH 44102