FAQ & Troubleshooting

Frequently asked questions

FAQ

What are the benefits of a heat pump water system?

Heat pump water systems typically uses 60 to 75%* less electricity than a conventional electric hot water system.

This is because it only requires electricity to drive the compressor and the fan, instead of using electricity to heat the water directly, with an electric element.

The system uses renewable energy to generate hot water without the need for a solar panel and produces hot water with 80% greater efficiency than a traditional electric hot water unit. The systems work day and night, rain, hail or sunshine!

*Source: Sustainability Victoria October 2023

How does the hot water system work so efficiently?

The hot water system uses Heat Pump technology, which is similar to an air-conditioner or fridge operating in reverse:
• A fan draws in air containing ambient heat, which converts the internal refrigerant liquid to a gas.
• A compressor then pressurises the gas, creating heat, which is then used to heat water inside the tank.
• After heating, the gas reverts back into a liquid the process starts all over again.

Can you tell me more about the product?

You can access the full system brochure and technical specifications here.

Why does my new heat pump system need to be outside?

Heat pump systems require airflow, very similar to a split system a/c unit, which is why they need to be installed outside.

I’m not sure what type of hot water system I currently have, can you help?

No problem, our technical team can assist to determine what type of system you have. Contact us via the registration form.

This sounds great, what do I do from here?

1. Register your details on the contact form on the home page.

2. A team member will call to confirm your details, check your eligibility for a rebate and answer any questions you may have. We can then schedule a day and time for your installation.

3. Start saving money every time you have a shower!

Troubleshooting

Are you experiencing an issue? We may be able to sort this out straight away. Read our Troubleshooting Guide.

Troubleshooting for 155 / 215 / 290 / 330 Split Unit Models

Issue	Solution
Safety Switch Check:	Check that the safety switch at the switchboard is in the on position. If the issue persists, contact our Service Team.
Unit Constantly Running:	Check that the sensor wire is inserted all the way into the tank. If the issue persists, contact our Service Team.
Unit Not Running / Fan Not Spinning:	Check power supply at the GPO and at the switchboard. Also, check the sensor wire for any damage, cut, or chewed sections. – If the issue persists, contact our Service Team.
Water Not Hot Enough:	Check that the tempering valve is adjusted correctly. If unsure, contact our Service Team.
No Hot Water:	Locate the PTR valve on the side of the unit. Carefully release the PTR valve to release water directly from the tank. (CAUTION: Water expelled may be extremely hot.) Check if the water released is hot. If water is not hot, contact our Service Team for further assistance. If water is hot, the issue may be with the tempering valve, if the valve is outside of the 2 year warranty, please contact your local plumber.

Troubleshooting for 260FR

Issue	Solution
Screen Not Lighting Up:	Turn off power supply at the GPO. Disconnect the power lead from the GPO and leave for a minimum of half an hour. Plug back into the GPO and turn on power supply. If the screen lights up, check all settings and times on the unit. If the screen fails to light up, contact our Service Team.
Fault Codes Displayed:	Turn off power supply at the GPO. Disconnect the power lead from the GPO and leave for a minimum of half an hour. Plug back into the GPO and turn on power supply. If the fault code is no longer showing, check the settings. If the fault code is still present, please contact our Service Team.
Safety Switch Check:	Check that the safety switch at the switchboard is in the on position. Check that the tempering valve is adjusted correctly. If unsure, contact our Service Team.
Water Not Hot Enough:	Check that the tempering valve is adjusted correctly. If unsure, contact our Service Team.
No Hot Water	Locate the PTR valve on the side of the unit. Carefully release the PTR valve to release water directly from the tank. (Caution: Water expelled may be extremely hot.) Check if the water released is hot. If water is not hot, contact our Service Team for further assistance. If water is hot, the issue may be with the tempering valve, if the valve is out side of the 2 year warranty please contact your local plumber.