Top 10 Service Questions Answered

We are answering the Top 10 Service Questions we get at our service center! While we are always here to help, it can save you time, money, and hassle to troubleshoot some issues on your own. A lot of issues are super simple and 9 out of 10 times, the problem is caused by dirty filters. If you follow the steps under the answers of these questions, you may not have the need to schedule and pay for a service call!

 

Question: Why is my hot tub’s green light flashing?
Answer: Whenever the green light is flashing, your issue has something to do with the ACE Saltwater System. First, confirm your output. Watch this short video to learn how.

If confirming the output doesn’t stop the light from flashing, your filters are probably dirty. Unscrew the filter cap with the ACE Cell in it and let the cap float to the top. Go to the ACE Salt Water on the control panel and run a ‘Test’. If it comes back as functioning, you now know that the filters are the problem. You simply need to clean your filter or get a new one if it is old.

If the filter isn’t the issue, there’s a chance that there may be too much salt or not enough salt in the tub. At this point, do a salt test using a salt testing strip. If the results come back in the “OK” range, your salt cell is probably dirty and needs to be cleaned. If the test comes back not in the “OK” range, then a new salt cell is required. Remember that salt cells last for roughly 14,000 hours of run time, depending on how the tub is used.

 

Question: Why isn’t my hot tub holding its temperature?
Answer: There is a possibility that the summer timer is on. Watch this short video to learn what the summer timer is and how to turn it off.

If you follow the previous step and the summer timer is not the issue, it is likely that dirty filters are your problem. Filters need to be soaked and cleaned every 30 days in order to keep the tub running smoothly. To find out if dirty filters are your problem, remove the filters and reset the breakers. If the tub’s temperature begins to rise (which may take a few hours depending on how cold the temperature dropped to), the filter is the problem.

If you remove the filters and reset the breakers and the tub’s temperature still is not rising, you will need to set up a service call.

 

Question: Why is my blue light flashing?
Answer: If JUST your blue light is flashing, there’s a problem with the thermistor. This means that you need to call for service.

If BOTH your green and your blue light are flashing, this indicates that the spa is not circulating properly. First and foremost, when is the last time you have done a chemical soak or cleaned your filters? Filters need to be soaked and cleaned every 30 days in order to keep the tub running smoothly. To find out if dirty filters are your problem, remove the filters and and reset the breakers. If the blue light goes back to being solid after you do this, you have identified that dirty filters are your problem.

If you remove the filters and reset the breakers and the blue light is still flashing, the filters are not the problem and you will likely need to set up a service call.

 

Question: Why are both of the logo lights flashing?
Answer: This means that your hot tub is not flowing correctly or at all. First and foremost, when is the last time you have done a chemical soak or cleaned your filters? Filters need to be soaked and cleaned every 30 days in order to keep the tub running smoothly. To find out if dirty filters are your problem, remove the filters and and reset the breakers. If the logo lights stop flashing and go back to solid after you do this, the filters are the problem.

If the logo lights continue to flash after you remove the filters and reset the breakers, you need to set up a service call.

 

Question: How do I clean my filters?
Answer: Filters need to be cleaned every 30 days. Watch this short video to learn how to clean them properly.

 

Question: Why won’t my controller let me change the settings?
Answer: It is likely that your spa lock accidentally got turned on. Watch this short video to learn what spa lock is and how to turn it off.

 

Question: Why did my music icon disappear? Why can’t I connect to bluetooth?
Answer: To fix this problem, simply reset the breaker box. Sometimes your hot tub needs to be rebooted, much like a computer or cellphone. To learn how to reset your breaker box, watch this short video.

If you reset the breaker box and the icon does not reappear, you will likely need to call us for service.

 

Question: Why is my controller screen black?
Answer: If you have a wireless remote and it has been off the docking station for a while, the battery is probably dead. Put it back on the docking station to charge. You can also try shutting the breaker off a re-pairing the controller.

If your remote is not wireless or it has been charging but the screen is still black, call us to get your remote serviced.

 

Question: Why does my controller screen have dashes across it?
Answer: First and foremost, when is the last time you have done a chemical soak or cleaned your filters? Filters need to be soaked and cleaned every 30 days in order to keep the tub running smoothly. To find out if dirty filters are your problem, remove the filters and and reset the breakers. If the controller screen no longer has dashes across it after you do this, the filters are the problem.

If you remove the filters and reset the breakers and the screen still has dashes across it, you will have to set up a service call.

 

Question: How do I connect my phone to my spa to play music?
Answer: Watch this short video to learn how to connect your phone to your spa via Bluetooth.