My handle keeps spinning and not engage the cartridge

There are a few reasons a handle may spin and not engage the cartridge.

• The threads inside the handle are stripped. Therefore, the handle will need to be replaced.
  
  
• The piece to which the handle is attached may be damaged, such as a handle adapter or cartridge.  To check for the damaged adapter or cartridge, follow the steps below:
  
  
  • Remove the handle and inspect the components underneath. Inspect the handle adapter and attachment screw. If there is any visible damage to it or if the attachment screw thread is stripped, the handle adapter assembly will need to be replaced.
  • To test the cartridge, try turning the stem of the cartridge (without the handle on) side to side and see if it is easy to turn and if the water shuts on and off. If this test is unsuccessful, you will need to replace the cartridge.

If a replacement handle, handle adapter assembly or cartridge is needed, you will need to first identify your product model to find the corresponding part numbers. If you need assistance, you can reach out to our customer care team by submitting a support ticket.