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Welcome to our technical support page which has been designed to allow our customers to visit this page and get the answers to the most common water care and technical support questions 24 hours a day 7 days a week. Our after care service is a priority and focal part of our business and we recognise the need to provide our customers with a swift and dependable service that you can rely on. We do this by having technical support help lines open 6 days a week, fully trained technicicans covering Scotland 5 days a week along with this technical support page which we hope will answer many of your questions.

MY WATER HAS GONE GREEN

Green water tends to be caused by an incorrect sanitiser level in your water. The first thing to do is to dip a test strip in your water and see what your Chlorine level is. We want the Chlorine to be showing between 3-5ppm on the test strip and this should be a purple colour on your test strip.

What to do if the Chlorine is zero and white on the test strip.

Firstly make sure no one uses the hot tub until we establish the correct Chlorine level. Add a heaped tablespoon of Chlorine granules to the spa water with your jets running and leave the jets running for around 20 minutes to circulate the Chlorine in the water. After 20 minutes test your water again and the Chlorine level should be high and a deep purple colour on the test strip. In this situation this is ok as the Chlorine will be used up clearing the green water. It may take a day or two for the water to go clear again and once it has gone clear and you have established a 3-5ppm on the strip you can use the hot tub again.

What to do if the Chlorine is zero and white on a test strip but there is a strong smell of Chlorine.

Sometimes if the Chlorine level is extremely high a bleaching affect can happen. In this case to obtain a more accurate reading, take a pint glass and fill exactly half full with water from the hot tub. Then fill the remainder of the glass with clean water from the tap and dip a test strip in to see what the reading is. When you get a reading, double what this reading is on the test strip and that will tell you what level the Chlorine is in your hot tub water.

What to do if the Chlorine level is high and a deep purple on the test strip

If the Chlorine level is high the quickest and easiest way to reduce it is to turn your hot tub off at the socket and take some water out of the hot tub, then replace it with fresh water to dilute the high Chlorine level down.

MY WATER HAS GONE CLOUDY

Cloudy water is caused by either a chemical inbalance or contaminants in the water. Firstly test your water with a test strip and check your Alkalinity, pH and Chlorine are all within the ok range on the test strips.

What to do if your test strip readings are ok

If your test strip readings are ok it is going to be contaminants in the water that are causing it to go cloudy. The first thing to do is add Spa Sparkle to the water with your jets running as this will collect any contaminants in the the water and bring them to the surface which will then result in a greasy foam being produced. Skim this foam away with a clean cloth making sure the cloth has not had any detergents on it, then rinse the cloth in a bucket of hot water. Leave the hot tub to circulate and re check in a hour. When you are satisfied that no more greasy foam is left in the hot tub we recommend you change and clean your filter. Your water should now start to look better. If you find after repeating this process your water is still cloudy we would then suggest you drain and refill your hot tub

MY WATER HAS GONE FOAMY

Foam in the water tends to come from swimwear that has been through a washing machine or a cloth that has had some detergent on it. You will have Foamaway in your kit which will kill the foam for you, but use it sparingly as Foamaway is a silicone based product which will could contaminate your filter and this can cause the water to go cloudy if too much is added.

WHY DO I NEVER HAVE ANY CHLORINE IN THE WATER

Sometimes you may find that you can never get a Chlorine reading on your test strip. This can be caused by a few different factors including the pH level or what we call 'catch up'. Firstly make sure your pH is no higher than 7.4 as a high pH makes Chlorine ineffective. If your pH level is ok then you will probably find you need to add a mass of Chlorine. If you let the Chlorine level drop over a prolonged period anything you add will be used up quickly trying to recover the water and this is why you can't get a Chlorine reading. In this case you need to add a mass of Chlorine which will recover the water and leave extra Chlorine in the water so when you add Chlorine the next time you are adding to a mass still in the water rather than to nothing. To generate a mass of Chlorine add 2 tablespoons of Chlorine granules to the water with your jets running and also leave the cover open for 30 minutes after adding the Chlorine. Your Chlorine level will be very high after adding a mass so make sure no one uses the hot tub at this point, but you will find the Chlorine will be used up quite quickly. Once the Chlorine level is back to between 3-5ppm it is safe use the hot tub again.

What to do with your hot tub when your going away on holiday

MAINTAINING YOUR WATER WHILST YOU ARE AWAY

Maintaining your water whilst you are away can sometimes be a concern however there are two simple ways you can do this.

Using Chlorine tablets and a floating dispenser

The easiest way to maintain your water whilst you are away is to use Chlorine tablets and a floating dispenser. For a two week period simply add 3 tablets to the dispenser and place it into the water. The tablets will slowly dissolve over the period releasing Chlorine in to the water. Chlorine tablets are harsher than Chlorine granules so it is not recommended to use tablets over a prolonged period however they do work great over short periods like when you are away on holiday.

Lowering the temperature and using Chlorine granules

Another way to maintain your water if you away for two weeks is to lower the water temperature to 25 degrees and then add a heaped tablespoon of Chlorine granules. The water will require much less Chlorine when the temperature is 25 degrees than it does at 36 degrees or higher. If your hot tub has a touchscreen keypad you will need to go to settings and select 'range' or 'heat' (depending which version you have) and then select low range before you lower the temperature. When you come to turn the temperature back up remember to set it back to high range, again by selecting 'heat' or 'range' in the settings to allow it to heat back to your desired temperature.

Keypad, Bluetooth Music System, Wifi

HOW DO I CONNECT THE WIFI ON MY HOT TUB


MY BLUETOOTH DEVICE WONT PAIR TO MY HOT TUB

You can only have one device paired to your hot tub at one time. Firstly check the touchscreen keypad on your hot tub does not show 'Bluetooth Connected' on the bluetooth area. If you find another device is connected please disconnect this device then try pairing the device you want to use.

The pairing passcode for 2016 - 2017 models is: 6000

The pairing passcode for 2014 - 2015 models is: 0000

If your device is connected to the hot tub but you still can't get the system to play your music, check that you have the correct source setting on the Bluetooth area of your touchscreen keypad. To do this, press the source icon which is the one with a square and an arrow in it (this is generally located just above the Play icon). Press the source icon until 'Line In' goes away and it says 'Mode Changing'. Your music should then start to play through the system.

If after trying the above you cannot get your device to work, try pairing another device to the system as occasionally it can be the device that is the issue.

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OPERATING YOUR TOUCHSCREEN KEYPAD

HOW DO I UNLOCK MY TOUCHSCREEN KEYPAD


KEYPAD WILL NOT LOWER THE TEMPERATURE BELOW 37 DEGREES

Your touchscreen keypad has a high and a low range setting. If you want to reduce the temperature below 37 degrees go to settings then temperature range (this is called heat on new icon keypad) and select Low range which will allow you to drop the temperature below 37 degrees

Jets, Jet Pressure and Waterfalls

MY FOUNTAINS ARE OUT OF BALANCE OR NOT AS STRONG

MY JETS ARE NOT AS STRONG AS THEY USED TO BE

The pump on your hot tub only puts out one pressure so if the jets are not as stong, it can be one of four things below. Start at number one and work your way down the list to solve the issue

1. The air control valves being closed. These are the valves on the top of the hot tub that regulate the amount of air coming throught the jets. If these are closed or part closed you will notice a big difference in the jet pressure. Turn these valves anti-clockwise to make sure they are open

2. The jets themselves are closed. You can open your jets by turning the chrome jet head so make sure the jets in question are fully open (this can either be clockwise or anti-clockwise depending on the jet type and style).

3. A blocked filter will restrict the flow. Make sure you dont have any toys floating around the surface of the water and then remove the filter from the hot tub. Put the filter assembly back as you normally would but without the filter in and run the jets to see if this solves the issue

4. If you have tried the three things above you mave a blockage in the pipework which is restricting the flow. In this case please call our service team on 01382 530220 to arrange for one of our engineers to visit your spa

JET ADJUSTMENT OR A JET HAS COME OUT

Some of our models have adjustment on the jets themselves which allows you to open the close the jet.

To open the jet gently turn the chrome jet in either direction a quarter turn and you should start to see water coming out the jet

To close the jet gently turn the chrome jet head in either direction quarter turn and you should start to see the water pressure coming through the jet decrease. The jet will not go off completely to allow some waterflow so make sure the water in the plumbing to that jet is still being filtered and sanitisied.

When you are turning a jet a quarter turn to open it you will feel some resistance, if you turn the jet too far and passed the resistance the jet will come out of the housing. Don't worry this will not cause a leak and simply place the jet back in the housing and gently turn it until you feel the jet pull intowards the housing and lock back in place.

Hot Tub Heating / Water Has Gone Cold

MY HOT TUB SAYS FLO OR LOW FLOW CONDITION

The message Flo or low flow condition is telling us there is not enough water passing through the system which is generally down to two things. Start at number one and work your way down to solve the problem.

1.Make sure your water level is at least one inch (25cm) above the highest jet as low water can cause the flow condition

2. make sure you have no toys etc floating on the surface of the water then remove your filter from the hot tub. Put the filter assembly back together as you normally would but without the filter and then run the jets. If the flow condition goes away a dirty or blocked filter is the issue. Either clean your filter thoroughly or buy a replacement filter. Filters should be replaced annually.

MY HOT TUB IS NOT HEATING

There may be a few reasons that your hot tub is not heating. Please check through the list of the most common causes below

1. Make sure your water level is at least one inch (25cm) above the highest jet as low water can cause the flow condition. When the flo condition is activated it will shut the heater down to prevent it from overheating. If the water level has been low, switch the tub off for 20 minutes and switch it back on to reset the system.

2. If the water level is ok make sure you have no toys etc floating on the surface of the water then remove your filter from the hot tub. Put the filter assembly back together as you normally would but without the filter and then run the jets. If the flow condition goes away a dirty or blocked filter is the issue. Either clean your filter thoroughly or buy a replacement filter. Filters should be replaced annually.

If the above doesnt resolve your issue turn the power off to the hot tub at the fusebord, leave the power off for 20 minutes then power back up. If you still have an issue please contact our service team.

MY HOT TUB SAYS Hr ON THE SCREEN

The Hr message is a hardware issue caused by either a power surge or voltage drop on the electric supply coming in to the hot tub. If the voltage is either lower or higher than normal and outwith the safe range for the components the hot tub will shut down to protect the components and at this point it will display Hr on the screen. All you have to do is switch the power off at the mains and leave it off for 20 minutes then power it back up and your hot tub will work as normal.

USING THE IN CLEAR KEYPAD



MY DISPLAY SHOWS Err or Lo

When the inclear keypad displays the message Err or Lo this tells us the system does not detect any Sanicharge/Sodium Bromide in your water. First thing to do is check your Sanicharge level and to this follow the steps below.

1.Press the maintenance button on the inclear keypad and your maintenance level will show on the display, this tends to be between 25 and 40 depending on your water and bather usage.

2.Press the maintenance button again and you will get 11h on the display, this tells us we need 11 hours filtration for that maintenance level but we have 24hr filtration on all models so this does not matter to us.

3. Press the maintenance button a third time and you should get a red light on the chart above the buttons. This should be in the green area. If its just a little low add some Sanicharge to the water and this should raise the reading. If the system is reading 0.0 there may be an issue with the inclear unit itself in which case please call our service team during opening hours.

If you have had an error code showing for more than 2 hours it will lock in the system. To reset this you will need to power your hot tub down at your fuseboard, leave the power off for 20 minutes then power the hot tub back up as this will reset the system which should clear the error code.

MY DISPLAY SHOWS Flo

The message Flo or low flow condition is telling us there is not enough water passing through the system which is generally down to two things. Start at number one and work your way down to solve the problem.

1.Make sure your water level is at least one inch (25cm) above the highest jet as low water can cause the flow condition

2. Make sure you have no toys etc floating on the surface of the water then remove your filter from the hot tub. Put the filter assembly back together as you normally would but without the filter and then run the jets. If the flow condition goes away a dirty or blocked filter is the issue. Either clean your filter thoroughly or buy a replacement filter. Filters should be replaced annually.

If you have had an error code showing for more than 2 hours it will lock in the system. To reset this you will need to power your hot tub down at your fuseboard, leave the power off for 20 minutes then power the hot tub back up as this will reset the system which should clear the error code.

MY DISPLAY SHOWS OFF

If your technical query is preventing you from using your hot tub and it is out of service dept hours at the weekend please email us at This email address is being protected from spambots. You need JavaScript enabled to view it..