Q: Pool Pump Troubleshooting

What type of pump are you using with your pool? Filter pump troubleshooting Sand filter pump troubleshooting

Q: I want to cancel my order

We're sorry to hear you wish to cancel your order with us. We are quick at processing orders, so whilst we try our best, we may have already processed it and will be unable to cancel it. There are varying time limits within which you can cancel an order, depending on the delivery method chosen. Express delivery - up to 20 minutes after successfully placing your order. Saturday delivery - up to 11am on the Friday prior to your selected delivery date. Standard and all other delivery options. Within one hour of successfully placing your order. Please contact us below if you wish to cancel your order. If you're unable to cancel your order in time, you can refuse delivery and the items will be returned to us. If the item has already been delivered, you can return this using our returns process here.

Q: Which payment methods do you accept?

We currently accept the following payment methods: American Express, Discover, MasterCard, Visa, Paypal & Klarna. The billing address you provide must match the billing address that is registered with the financial institution that issued the credit card. If a credit card authorisation fails, we reserve the right to cancel your order without notice. We cannot resolve credit card problems with your financial institution if a card is declined. It is your duty and responsibility as the consumer to settle credit card disputes with the issuing body.

Q: My payment was declined, why is there a pending payment on my bank account

Sometimes when payments are declined, your banking provider will pre-authorise a payment. This mean they put the funds aside for us to collect but we were unable to collect them for some reason. These will appear as pending, but please be rest assured that the payment will be returned to you by your banking provider (times vary depending on banking provider). For more information, please contact your bank to confirm the transaction status. If you have any further questions, please don't hesitate to contact our Customer Care Team below.

Q: What delivery options are available?

To see all our latest delivery options, pricing and expected time frames, please click here .

Q: How do I track my order?

To track the progress of your order, please click here . Please be aware that the information will only work once the item has left our warehouse and has been scanned by the courier. You'll receive an confirmation email from us letting you know your order has been dispatched.

Q: I have only received part of my order

Please be aware that in some circumstances, such as with pools or spas, if you've selected additional items , they can be shipped in two separate deliveries or consignments via a different courier. Our couriers are always trying hard to get your entire order to you, and the tracking provided should give the latest dates and information. If the rest of your order doesn't arrive after the expected delivery date, please let us know by contacting our Customer Care Team.

Q: What is your returns policy

Unwanted Return: As long as the item is unused and in original condition and packaging, you can return the item at your own cost within 30 days and we'll be happy to refund the purchase price back to you. If the item is returned damaged, used or in unsuitable condition, we're unable to give you a refund and we make have to send it back to you. In this instance, you may have to cover the delivery costs. All items are inspected upon return to us. We don't access returns for items after the 30 day. If you attempt to return an item after this period, we may send it back to your default delivery address and ask you to cover any delivery costs. When returning items back to us, we recommend using a trackable shipping method in case we need to check it later. We also recommend retaining proof of postage in case of issues. If a product was purchased and delivered with a promotional free gift, it must also be returned with that free gift to receive the full refund on the original order. If we receive a return without the Free Gift or promotional item, we reserve the right to deduct the current website price of said gift or item from the return. Faulty Return: If an item is being returned as faulty or you've received an incorrect item, please follow the returns process here. Don't forget to select the correct returns reason so that a member of our Customer Care Team can assist you as accurately as possible. Your delivery charges will be refunded in certain circumstances, such as if your entire order was faulty or incorrect. None of the above affects your statutory rights. Under the Distance Selling Regulations, consumers have the right to cancel within a time limit of 7 working days (not including weekends or bank holidays) after the day on which you receive the goods. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us.

Question 1

My discount code is not working

Accepted Answer

If your discount code is not working, please follow the steps below:

You can only use a single discount code per order.

As our discount codes vary, so do our T&C's. Please check these thoroughly as they may have expiry dates or be valid and certain times.

Some codes only work for specific people or items. If you've received the code in an email from Bestway Store UK, then the code may be locked to the recipient email address.

Please ensure you're using the correct code using your account that has been set up with that email address. If this still doesn't work, please get in touch with our Customer Care team below.

Question 2

When will I be charged for my order?

Accepted Answer

You will be charged for your order as soon as it has been placed unless you have selected Klarna as your payment method.

For Klarna payments, these will start from the day the order is dispatched from our warehouse. You will receive an email from Klarna to confirm this.

Question 3

Heater pump troubleshooting

Accepted Answer

Heater Error Codes

E1

An E01 error code is visible if there is an issue with the water flow sensors in the pool heater.

Step 1 – Check that the heater pump is set up correctly

Hose from ‘A’ to the pool heater

The arrow on the heater is facing the filter pump

Hose goes from heater into filter pump

Hose from filter pump goes into ‘B’

Step 2 – Check the filter pump

We recommend checking the filter pump troubleshooting here.

If the above steps do not fix the problem the water sensor on the heater may have broken. Please contact our Customer Care team for further support on this.

E2

This error code is visible if there is an issue with the temperature of the water. This code will show if the water or ambient air temperature drops below 4°c.

These pool heaters are not designed to operate below 4°c. We recommend you disconnect/ unplug the pool heater and place it in a warm environment to allow the internal parts to warm up. Once warm, place the heater back on the pool ensuring the water is above 6°c.

E3

This error code is visible if there is an issue with the temperature of the water. This will show if the water or ambient air temperature reaches above 50°c.

The heater is not designed to operate in temperatures above 50°c. Please disconnect the pump, place it in a cool environment out of direct sunlight to allow the internal parts to cool down. Once cool, place the heater back on the pool ensuring the water is below 38°c.

E4

This error code is visible if there is an issue with the water flow sensors in the pool heater.

As this error code is visible once there is an issue with the internal parts you will need to contact us below. Please do not attempt to open up the pool heater and resolve this issue.

E5

This error code is visible if there is an issue with the thermal cut-out on the pool heater and this requires to be reset.

To do so push the reset button on the pool heater. If the alarm is still visible button section on the pool heater manual. If this does not resolve the issue please contact our Customer Care team below.

E6

This error code is visible if there is an issue with the fuse within the pool heater. Please do not attempt to open up the pool heater, change the fuse or aim to resolve the issue. Please contact us below for more advice from a member of our Customer Care team.

No power

This is normally caused by an electrical issue. Please ensure that your pool heater is plugged directly into a mains socket and not into an extension lead.

If plugged into a mains socket check the socket with other items to ensure the problem is not with the socket itself.

Water Flow issues

If you are experiencing water flow issues we recommend checking the water flow troubleshooting for your pool filter pump here.

Not heating

Step 1 – Check the filter pump

A problem that can cause this is an incorrect filter pump. We recommend checking the filter pump size and that it is connected properly.

Step 2 – Check pool and heater compatibility

The heater may be too small for the pool. Compatibility information can be found in the product manual.

Heater light not working

Step 1 – Check power supply

Ensure no extension leads are being used to power the heater.

Step 2 – check for a problem with the filter pump

We recommend checking the flow through the filter pump first to see if this is causing the problem.

Leaking water

Check the hose connections. Ensure that the O-ring is correctly and securely in place.

If the above troubleshooting steps do not resolve the issue please contact our Customer Care team below.

Question 4

Sand filter pump troubleshooting

Accepted Answer

No power

Normally this is caused by an electrical issue. Please ensure that the filter pump is plugged directly into the mains socket and not an extension lead. Please check the socket with other items to ensure this is not an issue with the socket itself.

Water flow issues

Step 1 – Check control valve

Make sure the control valve is set to correct position.

Step 2 – Check for any blockages

We recommend following this checklist to check for any blockages which may be affecting the water flow through the pump.

Check the debris screens are clean and unblocked

Check the pipes are clean and unblocked

Check hose clamps are attached correctly and are not restricting the water flow

Make sure the stopper plugs have been removed from the pool

Make sure the strainer is clear from debris

Pressure is too high

Normally this is caused when the item is not regularly cleaned or maintained. Back flush the unit and replace the sand.

How to back flush:

Turn power off (important, should not run the pump dry, will cause damage to pump)
Close Port A using cap (switch from Port D to Port A basically)
Attach hose to Port D
Put the control valve to backwash position (<< symbol)
Turn pump on until water turns clear (or around 3-5 mins)
Turn pump off once water turns clear
Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
Once complete, remove cap from Port A and apply to Port D

Control valve is leaking

Step 1 – Has the control valve been set between 2 different functions

If this is the case please set the control valve to just 1 function only.

Step 2 – Check if the gasket is broken.

Connections are leaking

Step 1 – Check if hoses are out of place.

If this is the case please realign any out of place hoses.

Step 2 – Are the adapters attached correctly?

We recommend to check the adapters are securely fastened.

Step 3 – Are the couplings out of place?

Check the positioning and if they are out of place realign couplings.

Casing is leaking

If the pump casing is leaking this means that the seals are either broken or out of place. Check and realign the seals.

Pool water is dirty

If the pool water is dirty this could be due to blockages stopping the pump from working correctly. We recommend checking the following to resolve this:

Step 1 – Check debris screens are clean and unblocked.

Step 2 – Check running time of pump and increase running time if necessary.

Step 3 – Check your chemical usage.

If you need further chemical advice we recommend using our helpful chemical guide here.

Sand in pool

We recommend completing the following steps to diagnose and resolve the issue causing sand to appear in your pool.

Step 1 – Is the sand being used too small?

The recommended is 0.45mm to 0.85mm #20 Silica Sand.

Step 2 – Move the control valve and perform the back flush to the filter function without stopping the sand filter

Turn off power to the Sand Filter (on/off switch on the pump) as changing the setting whilst running can cause damage to the pump; each setting will control the water flow differently.

Step 3 – Is the skimmer broken?

If this is the case we recommend replacing the skimmer.

Step 4 – Check if the level of the sand is too high

Check the level of the sand is between min and max lines

Step 5 – Has a back flush and rising been performed?

If not, perform the back flush and rinsing procedure. This is especially important to do when the sand is new.

How to back flush:

Turn power off (important, should not run the pump dry, will cause damage to pump)
Close Port A using cap (switch from Port D to Port A basically)
Attach hose to Port D
Put the control valve to backwash position (<< symbol)
Turn pump on until water turns clear (or around 3-5 mins)
Turn pump off once water turns clear
Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
Once complete, remove cap from Port A and apply to Port D

Excessive filter pressure

Step 1 – Is the filter dirty?

If this is the case please perform back wash and rising procedure.

How to back flush:

Turn power off (important, should not run the pump dry, will cause damage to pump)
Close Port A using cap (switch from Port D to Port A basically)
Attach hose to Port D
Put the control valve to backwash position (<< symbol)
Turn pump on until water turns clear (or around 3-5 mins)
Turn pump off once water turns clear
Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
Once complete, remove cap from Port A and apply to Port D

Step 2 – Has the sand bed calcified?

This is rare to happen as long as you are regularly rinsing the sand/backwashing the pump. It means that the sand clumps together and forms hard rocks so it can’t be filtered correctly. We recommend inspecting the sand and change if required.

Step 3 – Insufficient backwash

If after 3-5 minutes after the backwash procedure the water is still not running clear, repeat the process again. If you are struggling to get the water to run clear we recommend changing the sand all together.

Step 4 – Check if the pressure gauge is broken.

Control valve is blocked

Step 1 – Check if the washer is in the correct place on the connectors

If they are in the incorrect place amend this so they are. Check if this resolved the problem.

Step 2 – Check if the hoses are loose

If they are we recommend tightening up the hoses and check if this resolved the issue.

Warning sign is bleeping

Step 1 – Is the filter dirty?

If it is we recommend completing the back flush procedure.

How to back flush:

Turn power off (important, should not run the pump dry, will cause damage to pump)
Close Port A using cap (switch from Port D to Port A basically)
Attach hose to Port D
Put the control valve to backwash position (<< symbol)
Turn pump on until water turns clear (or around 3-5 mins)
Turn pump off once water turns clear
Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
Once complete, remove cap from Port A and apply to Port D

Step 2 – Check if the control valve is set to filter function

The control valve will need to be set to the filter function to stop the warning sign bleeping.

Step 3 – Check if the hoses are broken

Step 4 – Is there a water flow?

Go through this checklist guide:

Stopper plugs removed
Control valve set to closed
Strainer blocked

If this checklist does not resolve the problem the pump will need replacing. Replacements can be purchased here.

If you need any further assistance please contact our Customer Care team below.

Question 5

Filter pump troubleshooting

Accepted Answer

No power

Normally this is caused by an electrical issue. Please ensure that the filter pump is plugged directly into the mains socket and not an extension lead. We recommend also checking the socket with other items to ensure this is not an issue with the socket itself.

Water flow issues

Step 1 – Make sure hoses are clear from any blockages and water is not being restricted by tight connections.

Step 2 – Make sure the stopper caps have been removed and ensure the debris screens are clear.

Step 3 – Check the filter cartridges in the pump are clean or replace them.

Step 4 – Purge any air from the pump pipes which could be preventing a waterflow.

Leaking water from the top of the pump unit

If this issue occurs this means the seal is not aligned correctly. Check the placement of the seal to ensure this is in the correct place.

Noisy filter pump

Step 1 – Check for air trapped in the pump.

Perform air purge operation which removes the build up of air that should not be there from the pipes.

Open/unscrew the Air Purge Valve on the top of the Filter Pump; air is released as water fills the Filter Pump.

When water comes out of the Air Purge Valve screw it closed and wipe away any water.

To start the Filter Pump, insert the plug.

Step 2 – Check if the filter cartridge is dirty

The filter cartridge in the pump may need to be cleaned or replaced.

Leaking water from top ring

Step 1 – Check filter cartridge is correct size

Check the size of the filter cartridge being used and replace with correct size. The size you need should be on the box the pool arrived in.

330gal pool – size I

530 & 800 gal pool – size II

1500 gal pool – size III

2500 gal pool – size IV

Step 2 – Check filter cartridge is positioned correctly

Check the position of the filter cartridge and align if necessary.

Step 3 – Check the filter cap seal is aligned incorrectly

Check the position of the filter cap seal and realign if necessary.

Step 4 – Check if the filter cap seal is damaged

Leaking water from purge valve

Step 1 – Check if the purge valve is missing.

Step 2 – Check if the purge valve is loose.

If it is we recommend tightening the purge valve.

Step 3 – Check if the cap seal is damaged.

Leaking water from hose connections

Step 1 – Check if the hose seal ring is missing.

Step 2 – The clamp is not tightened correctly.

If it is we recommend tightening the clamp correctly.

Pool water is dirty

Step 1 – Check if the filter cartridge is dirty

If it is clean the filter cartridge. If this isn’t possible replace the filter cartridge. This will need to be replaced every 14 days/ uses.

Step 2 – Is the filter pump smaller than the one required for your pool?

If this is the case the pump will not be cleaning your pool correctly. We always recommend checking the compatibility of pools and filter pumps.

Step 3 – Is the operating time of the filter pump under 10 hours a day?

If this is the case we recommend increasing the operating time of the filter pump.

Step 4 – Purchase some chemicals

We recommend purchasing some chemicals to support the use of your filter pump. If you need further chemical advice we recommend checking our chemical guide here.

If you need any further assistance please contact our Customer Care team below.

Question 6

Pool Pump Troubleshooting

Accepted Answer

What type of pump are you using with your pool?

Filter pump troubleshooting Sand filter pump troubleshooting

Question 7

Fast Set Pools Troubleshooting

Accepted Answer

Top ring air valve is deflating

Inflate the air chamber and securely close the valve. Wipe around the valve with soapy water to determine whether there is an air leakage. If you discover there is an air leakage, follow these simple steps:

Step 1: Deflate the top ring by opening the valve.

Step 2: Prepare some hot water over 80ºC (176ºF) and place the valve inside the water for approximately 1 minute (we suggest wearing kitchen gloves during this part of the process to protect your hands from the heat of the water).

Step 3: Wait until the valve has cooled. Once cooled, it should have recovered to its original shape. Repeat the test to ensure the valve is no longer leaking air.

Misshapen top ring

Step 1: Check if pool is placed on uneven ground:

Make sure the pool is setup on level ground surface so the pressure from the water is equal throughout the pool liner.

Step 2: Check that the pool is full:

The pool will need to be filled to 80% capacity.

Step 3: Check for over exposure to sunlight:

Over exposure to sunlight can cause the top ring on fast set pools to expand and become deformed. The fast set pools should not be placed in direct sunlight, unfortunately this is not covered by manufacturers warranty.

If you need any further assistance please contact our Customer Care team below.

Question 8

Pool frame troubleshooting

Accepted Answer

Misshapen pool frame

The most common cause for this is the pool is not set up on flat level ground. We would suggest moving the pool to a different site and setting up again. Leaving the pool on uneven ground can cause a lot of pressure to build on parts of the pool which could cause it to collapse.

Please make sure the pool is not setup on gravel, sand, chippings or other uneven ground types. This type of damage is not covered under the manufacturer’s warranty so you may need to replace parts.

Bent poles

This is often caused either by the pool not being set up on flat level ground or someone standing or leaning on the frame of the pool. We would suggest moving the pool to a more suitable location. We would also advise that you do not stand on the frame of the pool, the ladder must be used for entering and exiting the pool. This type of damage is not covered under the manufacturer’s warranty so you may need to replace parts.

Pool frame bending inwards

This is normal. The pool will bend inwards until the pool has been filled up to 80% capacity. Please see the pool manual for more detailed information and images.

Rusty frame

The frame is covered in a rust resistant coating in order to avoid this. Please make sure the poles are completely dry when they are stored. Any damage to the poles such as scratches or bent parts can cause coating to crack causing rust. This advice also applies to pool ladders.

Poles stuck to pool liner

Please try to remove as many poles as you can from the liner. Photograph any damage to the liner and poles. You will need to contact our Customer Care team below for further assistance with this issue.

If the above troubleshooting does not resolve the problem, please contact our Customer Care team below for further advice and they will assist you further. If you are no longer within your warranty period replacement parts can be purchased here.

Question 9

Pool liner troubleshooting

Accepted Answer

If you are experiencing any of the below with your pool liner we recommend running through the relevant troubleshooting steps:

Pool liner is punctured

Please note: Punctures are not covered under the manufacturer’s warranty.

To locate a puncture on a pool liner we recommend applying diluted washing up liquid from a spray bottle to the surface of the entire liner and around the inflation valve. Bubbles will appear where the puncture is located.

To fix a puncture you will require a repair kit. We would suggest using a waterproof repair patch or epoxy vinyl glue.

Pool liner is leaking

A pool liner could be leaking for several different reasons. Let us run through the troubleshooting steps to resolve this for you as soon as possible.

The first thing to check if you suspect the liner is losing water is to monitor the water level by filling it to the maximum line and gauging how quickly it drops.

Step 1: Check if pool is placed on uneven ground

Make sure the pool is setup on level ground surface so the pressure from the water is equal throughout the pool liner. Also, check for any debris or sharp objects which could cause harm.

Step 2: Check drainage plug or filter pump connection:

There could be an issue with the drainage plug causing the leak. If this is the case we recommend contacting the Customer Care team below.

If the pool has a filter pump we suggest checking the hose connections to make sure they are sealed correctly.

Step 3: Check for a split seam:

If the seam has come part, this can be difficult to fix with repair patches. If you are still within the warranty period, please contact the Customer Care team below to process a warranty claim.

Pool liner is bulging (Fast Set pools only)

If you can see your fast set pool liner has started developing a bulge, we recommend deflating the pool slightly. Please be aware that changes in the ambient air temperature outside will cause the air inside the liner to expand or contract. On hot, summer days we would suggest deflating the pool ring slightly. On colder, winter days you may notice the liner looks a little soft and needs some more air.

Pool liner discolouration/ fading

Products such as washing detergent, moisturiser, deodorant, make-up, sun lotion or fake tan can cause discolouration. We would suggest showering before using the pool to avoid this. If the problem does occur you can use washing up liquid, stain remover or miracle pads to remove stains or marks.

We would not advise that the pool is left in direct sunlight. We would suggest setting the pool up in a shaded spot or using a gazebo or canopy to help protect the pool.

The pool liners have been tested for discolouration due to chemicals. We suggest that the pool is dip tested with the ClearWater test strips daily to check chemical levels.

Signs of mould on pool liner

Mould can occur if the pool is not completely dry when folded or put away. Humidity and dampness can cause mould to grow due to stagnant water.

By keeping the water treated with the correct chemical levels, drying the pool liner completely when it is packed away and maintaining the pool in a clean state when in use you should avoid issues such as this. However, should this problem arise, we would advise to use a solution of water and washing up liquid or stain remover to remove the mould.

If you need any further assistance please contact our Customer Care team below.

Question 10

I want to cancel my order

Accepted Answer

We're sorry to hear you wish to cancel your order with us. We are quick at processing orders, so whilst we try our best, we may have already processed it and will be unable to cancel it.

There are varying time limits within which you can cancel an order, depending on the delivery method chosen.

Express delivery - up to 20 minutes after successfully placing your order.

Saturday delivery - up to 11am on the Friday prior to your selected delivery date.

Standard and all other delivery options. Within one hour of successfully placing your order.

Please contact us below if you wish to cancel your order. If you're unable to cancel your order in time, you can refuse delivery and the items will be returned to us. If the item has already been delivered, you can return this using our returns process here.

Question 11

Which payment methods do you accept?

Accepted Answer

We currently accept the following payment methods:

American Express, Discover, MasterCard, Visa, Paypal & Klarna.

The billing address you provide must match the billing address that is registered with the financial institution that issued the credit card. If a credit card authorisation fails, we reserve the right to cancel your order without notice.

We cannot resolve credit card problems with your financial institution if a card is declined. It is your duty and responsibility as the consumer to settle credit card disputes with the issuing body.

Question 12

My payment was declined, why is there a pending payment on my bank account

Accepted Answer

Sometimes when payments are declined, your banking provider will pre-authorise a payment. This mean they put the funds aside for us to collect but we were unable to collect them for some reason. These will appear as pending, but please be rest assured that the payment will be returned to you by your banking provider (times vary depending on banking provider).

For more information, please contact your bank to confirm the transaction status. If you have any further questions, please don't hesitate to contact our Customer Care Team below.

Question 13

What delivery options are available?

Accepted Answer

To see all our latest delivery options, pricing and expected time frames, please click here.

Question 14

How do I track my order?

Accepted Answer

To track the progress of your order, please click here. Please be aware that the information will only work once the item has left our warehouse and has been scanned by the courier.

You'll receive an confirmation email from us letting you know your order has been dispatched.

Question 15

I have only received part of my order

Accepted Answer

Please be aware that in some circumstances, such as with pools or spas, if you've selected additional items , they can be shipped in two separate deliveries or consignments via a different courier.

Our couriers are always trying hard to get your entire order to you, and the tracking provided should give the latest dates and information.

If the rest of your order doesn't arrive after the expected delivery date, please let us know by contacting our Customer Care Team.

Question 16

What is your returns policy

Accepted Answer

Unwanted Return: As long as the item is unused and in original condition and packaging, you can return the item at your own cost within 30 days and we'll be happy to refund the purchase price back to you.

If the item is returned damaged, used or in unsuitable condition, we're unable to give you a refund and we make have to send it back to you. In this instance, you may have to cover the delivery costs. All items are inspected upon return to us.

We don't access returns for items after the 30 day. If you attempt to return an item after this period, we may send it back to your default delivery address and ask you to cover any delivery costs. When returning items back to us, we recommend using a trackable shipping method in case we need to check it later.

We also recommend retaining proof of postage in case of issues. If a product was purchased and delivered with a promotional free gift, it must also be returned with that free gift to receive the full refund on the original order.

If we receive a return without the Free Gift or promotional item, we reserve the right to deduct the current website price of said gift or item from the return.

Faulty Return: If an item is being returned as faulty or you've received an incorrect item, please follow the returns process here. Don't forget to select the correct returns reason so that a member of our Customer Care Team can assist you as accurately as possible. Your delivery charges will be refunded in certain circumstances, such as if your entire order was faulty or incorrect.

None of the above affects your statutory rights. Under the Distance Selling Regulations, consumers have the right to cancel within a time limit of 7 working days (not including weekends or bank holidays) after the day on which you receive the goods. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us.

Question 17

How do I return an item?

Accepted Answer

Have you decided you don't want your order? As long as the item is unused and in original condition and packaging, you can return the item at your own cost within 30 days and we'll be happy to refund the purchase price back to you.

If you want to start the returns process, we email you instructions for returning your product when you make a purchase. Ship your unused product, in its original packaging, to the address identified in our email.

For more information, view our delivery & returns page here.

Question 18

Where is my order confirmation email?

Accepted Answer

If you haven't received a confirmation email from us regarding your order, please check the following:

Check your Spam/Junk email folders - Check your spam or junk folder as your email software may be marking our emails as junk mail.

Check your email address - Make sure the email address is correct in your account and was correct at the time of making the order.

Contact Us - If you're still having problems, please contact our Customer Care Team below and we will try our best to help.

Question 19

How do I update my contact details?

Accepted Answer

It's easy to change your account details at any time. Simply log into your account here and follow the steps below:

Password - Click on the 'Account Information' tab on the left. You should see a tick box for 'Change Password'. Once clicked, you should be given the option to changed your password.

Email Address - Click on 'Account Information' on the left hand side of the screen. You should then be given the option to update your email address.

Delivery/Billing Address - To add a default delivery/billing address to your account, click the address book on the left. You should now be able to add relevant address details. Once these are saved, click on the 'Account Dashboard' tab. At the bottom of this page, you can then select your default shipping and billing address options.

Telephone Number - To add or update your telephone number, simply click the 'Address Book' tab on the left. Scroll down to the 'Telephone' field and update or add a new telephone number as required.

Once you have made any changes to your account, please remember to click 'Save' to confirm the changes.

Question 20

How do I reset my account password?

Accepted Answer

If you can't remember your password, simply head over to our login area here or by clicking the icon in the top right-hand corner of the screen. Click the 'Forgotten your password?' link and enter your account email address. Once you've submitted that, we'll send you a link so that you can reset your password.

If you can't find the reset email, we recommend that you check your spam or junk folder.

Question 21

I am having trouble signing into my account

Accepted Answer

If you're experiencing issues when trying to sign into your account, try the following steps:

Make sure you're using the email address and password you registered with. If you cannot remember your password, click the 'forgotten your password?' link on the sign in page.

After entering your email address, we'll send you a link in order to change your password. If you still cannot sign in, contact our Customer Care Team below, ensuring to give them as many details as possible.

Question 22

The item I want is out of stock

Accepted Answer

Due to high demand, sometimes our items are out of stock for a short time. Please sign up to our stock notification emails so that you're notified when the product becomes available to order.

Question 23

Can I amend my order?

Accepted Answer

Due to the speed with which we progress orders, we are unable to make changes once the order has been placed. You may still be able to cancel your order and place a new one. The option to cancel varies depending on the delivery option you have selected. To find out how to cancel your order, click here.

Question 24

I have received an incorrect item

Accepted Answer

If you've received an incorrect item, please accept our apologies. In order to get this resolved as quickly as possible, let's start the returns process by clicking the link here.

Please remember to select the correct reason for return. If you're having problems or can't create a return, please get in touch with our Customer Care Team below. For our full returns policy, click here.

Question 25

I have received a faulty item

Accepted Answer

If you've received a faulty item, please accept our apologies. Let us get this sorted for you by starting the returns process here. Please ensure you select 'Faulty' as the reason for return.

If you're unable to create a return, please contact our Customer Care Team Below. For more information on our returns policy, click here.

Question 26

What should I do if my refund is incorrect?

Accepted Answer

If you've received an incorrect refund, please accept our apologies. In these instances, please contact our Customer Care Team below and we will try and resolve this as quickly as possible for you.

To help speed things up, please include your order number and any other details relating to your refund when you get in touch. Before you contact us, there are a few factors which may affect the amount you have been refunded: The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the item(s) are faulty. Any discounts that were applied at the time you ordered, which may now not be applicable e.g Spend & Save Codes.

Question 27

What is the returns policy for free gifts?

Accepted Answer

If a product was purchased and delivered with a promotional free gift, it must also be returned with that free gift to receive the full refund on the original order. If we receive a return without the Free Gift or promotional item, we reserve the right to deduct the current website price of said gift or item from the return.

Question 28

Can I return an item for an exchange?

Accepted Answer

Unfortunately we don't offer direct exchanges for our website orders. All returned orders will be refunded after being inspected by our warehouse team. If you're looking to exchange for a different size, colour or different item, please place a new order. To begin the returns procedure, click here.

Question 29

Have you received my returned item(s)

Accepted Answer

It can take up to 14 working days (excluding weekends and public holidays) from the day after your post your return for it to arrive back at our warehouse and have a member of the team process it. All returns are subject to our fair use and original condition policies.

Please click here to see our full Returns Policy. Once the return has been completed, we'll send you an email to confirm this and any refund will be automatically issued to the payment method used to place the original order. Please be aware this can take up to 10 working days to show up in your account depending on your payment provider.

Question 30

If I have paid using Klarna is the returns process the same?

Accepted Answer

Absolutely! Once we've processed your return, Klarna will void the agreement for that item(s) and refund any balance paid within 5 business days to the account used for purchase.

Question 31

Do you deliver outside of the UK?

Accepted Answer

Unfortunately, as Bestway Store UK, we're unable to fulfil international orders. All of our available shipping destinations are identified at checkout. If you're interested in making an international order, we recommend exploring the list of countries and available retailers from the Bestway Corp Website here.

Question 32

When will my pre-order be delivered?

Accepted Answer

If you have pre-ordered an item, we'll give you an estimated delivery date on your order confirmation. Whilst we do our best to keep to these deadlines, they're an estimate based on when we're expecting the stock to come in and can be subject to change.

Please note: Orders containing pre-order items will be sent when all items are in stock. If you want any in-stock items you have ordered delivered separately before the pre-order item, please contact our Customer Care Team below.

Question 33

What should I do if my order is late?

Accepted Answer

We're sorry to hear your order hasn't arrived yet. We recommend following these steps:

Step 1: Check the estimated data of delivery - This information can be found in your order confirmation email. Please remember that although we try and be as accurate as possible, this time frame is an estimate. For accurate information about your order, please track it.

Step 2. Track your order - You can track your order here. If you've waited until your expected delivery date and the order hasn't arrived, please allow a few extra days for delivery. Our couriers are always trying their best to get your order to you, and should provide the latest information from the tracking links provided

If your order does not arrive within a few days of the expected delivery date, please don't hesitate to contact us below so that a member of our customer care team can assist you further.

Question 34

How do I make a warranty claim?

Accepted Answer

Oh no! We're sorry to hear that you are looking to make a warranty claim. Rest assured we'll do everything we can to ensure you can start using your Bestway product as soon as possible. Our troubleshooting steps will potentially fix the problem without needing to contact us, so we need you to read our guides first before submitting a warranty claim. You can find these within our Product Support section. If you have tried troubleshooting and it didn't solve the issue, please start our warranty claim procedure here.

Question 35

How do I register my warranty?

Accepted Answer

To register your Bestway warranty, please complete our registration form here. For all information regarding your Bestway warranty, or for more T&Cs, please visit our warranties page here.

Question 36

When will I receive my refund?

Accepted Answer

When the items are returned to our warehouse, they are processed and our refund procedure is initiated. You will receive an email to confirm that the refund has been processed to the original payment method used. Depending on your bank provider, these can take up to 10 business days for this refund to show in your account.

Question 37

Can I use more than one discount code per order?

Accepted Answer

When using discount codes, Bestway Store UK can only accept one code per order. For more information about our T&Cs for discounts, click here.

Question 38

Klarna 'Financing' FAQs

Accepted Answer

Who is Klarna?

Klarna is a Swedish payment service provider that takes end‑to‑end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Financing work?

Spread the cost of your order over £500 into equal monthly payments with our financing option:

0% interest spread across 12 or 18 months*.

Financing is a promotional plan on the Klarna Account.

*If you do not make your full monthly payment, the interest free arrangement will cease and you’ll be required to pay interest on all future payments at 18.9% APR Representative. Missing payments can have serious consequences for you. Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future.

How do I use Financing?

When you shop online, Klarna’s system reviews each order to determine which payment options are available to you. If Financing is offered, simply select this option. The first time you shop with Financing you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Financing after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans. You can always monitor the payments due in the Klarna app.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to pay with Financing by Klarna, Klarna will send you an email with further details on how to pay.

Can I pay less than the amount owed each month?

You can at any time choose to pay your minimum payment instead of your interest‑saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest‑saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

Do I need to be 18?

Financing is only available to people aged 18 or over and is an online exclusive payment method.

How do I manage my Klarna account?

Log in to the Klarna App or Klarna.com/uk at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

How can I increase my chances of being accepted for Financing?

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

How is my statement sent?

If you chose to use Financing, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. You can always monitor the active statements in Klarna app at your convenience.

What do I need to provide when I make a purchase?

If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

Is my payment information safe?

Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

How do I make a payment?

First, log in the Klarna app or in www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service.

I haven't received an email with my statement?

Please log in the Klarna app to view the statements or contact Klarna’s Customer Service via live chat or phone.

I haven't received an email with my statement?

Please log in the Klarna app to view the statements or contact Klarna’s Customer Service via live chat or phone.

I have cancelled my order. How long will it take until I receive my refund?

As soon as we have registered your cancellation or your return, the refund will be processed within 5 business days.

What happens if I cancel or return my order?

As soon as we have accepted your cancellation/return, then Klarna will make any necessary adjustments to your balance and provide further help if needed.

I have cancelled my order. How long will it take to receive my refund?

As soon as we have registered your cancellation or your return, Klarna will credit the balance back to your Klarna Account within the next 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

I've received my monthly statement and a payment is due, but I've not yet received my goods?

You should of course not pay your statement until you’ve received your goods. In this case, we would ask that you contact our Customer Care team and get an update on your order. You should also contact Klarna’s Customer Service team so that they can look into postponing the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I still have questions regarding payment

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

Question 39

Klarna 'Pay Later in 3' FAQs

Accepted Answer

Who is Klarna?

Klarna is a Swedish payment service provider that takes end‑to‑end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest‑free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Bestway and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest‑free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest‑free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest‑free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest‑free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest‑free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest‑free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest‑free instalments is denied, it does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest‑free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so‑called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Bestway run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest‑free instalments is widely promoted it is not always universally available. The Pay later in 3 interest‑free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest‑free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel my order?

As soon as Bestway have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don't pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest‑free instalments purchase at bestwaystore.co.uk from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Bestway. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Bestway have received the return (partial or full) and you have received confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods:

In the event that your goods have not been received please contact our Customer Care team to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can look into postponing the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as we have registered your cancellation or your return, the refund will be processed within 5‑7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven't received an email with my statement/ payment information:

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I haven't received an email with my statement/ payment information:

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit the Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

Question 40

Klarna Pay Later in 30 days FAQs

Accepted Answer

Who is Klarna:

Klarna is a Swedish payment service provider that takes end‑to‑end responsibility for your payment. Klarna is the provider of smooth
payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 30 days work?

Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in the Klarna app or by logging into www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, Klarna’s assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days is denied, it does not mean it will be denied for all future orders.

Will a credit search take place against me?

Klarna may run so‑called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither ourselves nor Klarna will run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of Klarna’s Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as we have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don't pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Bestway. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before my due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Bestway will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Bestway have received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods:

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact Bestway’s Customer Care team to check on delivery. You can also contact Klarna’s Customer Service so that they can look into postponing the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon Bestway have registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven't received an email with my statement/ payment information:

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

Question 41

I need help with my Lay-Z-Spa pump

Accepted Answer

Lay-Z-Spa pump error codes Noisy Lay-Z-Spa pump Lay-Z-Spa pump leaking water Lay-Z-Spa pump heating issues Lay-Z-Spa pump electrical issues Lay-Z-Spa pump not filtering Lay-Z-Spa massage seam is not working Lay-Z-Spa HydroJet troubleshooting How does the Lay-Z-Spa 2-level massage regulation work?

Question 42

How does the Lay-Z-Spa 2-level massage regulation work?

Accepted Answer

Do you own a Lay-Z-Spa with the 2-level massage regulation? If you are unsure, please check the ‘Massage system button’ paragraph within the ‘Using the spa’ section of your manual.

What is the purpose of this feature?

This functionality consists of two stage functions on your pump (50% and 100% power consumption). This feature reduces the amount of power used by the AirJet massage system without causing a significant reduction in performance.

The purpose of this feature is all about power saving without any visible changes in either intensity or noise of the AirJets.

How does the functionality work?

The power level is changed through a cycle when pressing the AirJet button on your Lay‑Z‑Spa control panel:

When your Lay-Z-Spa is first turned on and the AirJet button is pressed the power will be at 100%.
Then once the AirJets have been turned off then turned back on again using the massage system button the power level will be at 50%.
Finally, once the AirJets are turned off and back on again the cycle goes back to 100%. The power level will continue to change in this cycle as the AirJets are turned off and on using the Massage system.

If the Lay‑Z‑Spa is turned off or reset the cycle will start at 100% again.

Question 43

Lay-Z-Spa HydroJet troubleshooting

Accepted Answer

Here is a troubleshooting guide which should help to diagnose the issue you are experiencing with your HydroJet Spa.

Jets not working / no pressure:

There could be several reasons why the jets are not working, or the pressure has reduced. This can be easily rectified by following the steps below:

Step 1 - Check if the jet is open:

To resolve this twist the jet clockwise to open the jet. You may need to move the nozzle on the jet to position it correctly. Then twist the jet anti-clockwise to close it.

It is good practice that once exiting the spa, all massage jets are left open to allow chemically treated water to flush through all pipework.

Step 2 - Check for an air lock or debris behind jet:

To resolve this:

Twist the jet until hearing a ‘click’ sound
Pull the jet nozzle out of the liner
Clean behind the jet and clear the nozzle of any debris. By removing the jet this should also remove any air locks behind it.
Insert and twist clockwise to put it back in the liner. Make sure you open the jet again before you continue using the jet system.

Determine if the liner or pump is causing the error:

If you have now checked the nozzles and jets and the issue persists, please follow the instructions below to determine if the liner or pump is causing the problem:

Place the stopper caps over the pipes on the liner.
Remove pump from liner.
Unplug the pump and leave for a minimum of 3 hours.
Plug the pump in and press the HydroJet function on the control panel.
Wave hands in front of connection pipes to feel if there is any air coming out.
Reconnect pump to liner and press HydroJet function to see if this has resolved the issue.

If air is coming out of the connection pipes this means there is an issue with the liner of your spa. Please follow these steps to resolve the issue:

Make sure the liner is inflated correctly.
Check the pump is connected to the liner and the couplings are sealed with no water leaking.
Make sure the water level is up to the maximum (any excess water will go through the overflow drain in the side of the liner).
The HydroJet system should start straight away when activated – if the pump appears to react but there is no water coming from the jets please contact our Customer Care team below.

If there is not air coming out from the connection pipes this means there is an issue with the pump. Please follow these steps to resolve the issue:

Check the pump for any error codes or power issues that may be affecting the function. See our troubleshooting and advice pages for further help with these here.
The HydroJet system should start straight away when activated – if the pump does not appear to react please contact our Customer Care team below for further guidance.

Please note, always press test on the PRCD before the spa pump is turned off and check your power supply. We do not advise using extension leads. The power source should always be a grounded mains socket.

If the above steps provided, do not resolve the issue please contact our Customer Care Team below.

Question 44

Lay-Z-Spa massage seam is not working

Accepted Answer

Here is a troubleshooting guide that should help to diagnose any issues you are experiencing with the massage seam of your AirJet or HydroJet Lay-Z-Spa.

If you are experiencing the bubbles not working or there is a surge in one area of the liner when the bubbles are on we recommend following these steps:

Step 1 - Check air flow from pump:

To check that the pump is working correctly place the stopper caps on the liner and remove the pump. Press the air button on the pump and check if any air flows from the air pipe. If the pump is working correctly please move onto step 2.

If there is no flow please contact our Customer Care team below.

Step 2 - Check massage seam of liner:

Check massage seam of liner for any tears or splits along the seam. If you do find any please contact our customer care team attaching pictures of the problem. If you are within warranty we can look into a warranty claim, or if you are no longer within warranty replacement liners can be purchased here.

Question 45

Lay-Z-Spa pump not filtering

Accepted Answer

Here is a troubleshooting guide which should help to diagnose the filtering issue you are experiencing with all AirJet and HydroJet Spas.

Step 1 - Check if filter cartridges are dirty or perished:

Please follow these steps:

Remove the filter cartridges
Check them for any dirt or dissolved parts.
Always make sure the cartridge is clean and dry when you replace them.
You should change the filter cartridge after every use of the spa.

Step 2 - Check if the filter housing is disrupting the water flow:

Please follow these steps:

Remove the filter housing from the spa and check the black membrane inside is not perished or bent.
Try running the spa without this attached and see if the filter works correctly. You may need to replace the filter housing.

Step 3 - Check if the debris screens and pipework are blocked:

Please follow these steps:

Remove the pump and check the pipework in to the liner for any blockages. You should be able to see all the way to the debris screen.
The debris screen can be cleared with a toothbrush or toothpick. On the newer models of spa you are able to remove the top debris screen for cleaning.

Step 4 - The pump unit might need cleaning:

To clear the pump and the pipework internally you need to complete the backwash procedure:

Turn the pump off using the On/Off power button on the pump display. Remove the plug from the socket.
Remove the pump from the spa liner by placing the stopper caps over the debris screens on the liner.
Unscrew the 3 couplings A, B and C.
Using a hosepipe, flush water in through the pumps B pipe which should then come out the C.
Complete this for about, 2 to 3 minutes.
Once this has been completed, switch the water flow from in through the C and out through the B.
Once you have completed this for roughly 2 to 3 minutes, re-attach the pump to the liner.

You can also view our backwash tutorial video here:

If the steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 46

Lay-Z-Spa pump electrical issues

Accepted Answer

Here is a Troubleshooting Guide which should resolve all electrical issues experienced with all AirJet and HydroJet Spas.

Possible causes of this may include:

If the spa is plugged into an extension lead
If the grounding in the socket being used is incorrect
There is a problem with the electric set up in the house
There may be another appliance causing a problem in the circuit
Overloading the circuit

Are you experiencing tripping electrics?

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Try a different socket:

Turn the pump off using the On/Off power button on the pump display. Remove the plug from the socket.
Plug the spa pump in to another socket (preferably inside your home if you have been trying with an outdoor socket)
Switch the pump on and press the reset/test button on the cable. Press the power button on the pump display screen.

Step 2 - Check this electrical checklist:

• Where is the item plugged into?

• Is the pump plugged into a single of double socket?

• Is the pump being used with an extension lead?

• Are there any other items plugged into the same socket?

• Is the plug socket outside? If so, is the socket waterproof?

• How old is the plug socket?

• Is the plug socket connected directly into the mains or is it a spur?

• Are there any other household items tripping? Is this is at the same time everyday?

• When was the last time the socket was tested by an electrician?

Step 3 - Make sure the socket isn't overloaded/ there isn't a problem with the circuit:

If you find the pump is shutting off or tripping when you press the heat button, we suggest checking the circuit being used.

Please unplug other items on the same circuit for example fridge/freezers, washing machines, kettles as all of these items also require a lot of energy.
If the pump is plugged in to a double socket with another appliance or extension lead, please remove this and try your pump again.
Are other items being switched on when the pump shuts off? This could be a case of overloading or another item on the circuit is causing the issue.

The Lay-Z-Spa pump will draw up to 2850W when heating + bubbles are switched on.

Step 4 - Check if you are experiencing no power to the pump:

Are you experiencing no power to the pump?

We recommend trying the pump power reset steps to try and resolve this and ensure you get back in your Lay-Z-Spa in no time:

Turn Pump On
Press Test – either on the PRCD or on the pump screen display
Turn plug off and remove from socket
Plug back in and turn on
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.

If these steps do not resolve the issue and you need to contact us, we may provide a plug tester in order to check the status of the plug socket as part of our investigation. The PRCD shows “In: 16A” as this is the maximum amperage the RCD can handle before tripping. The spa does not draw 16A of load. There is also a 13A fuse in the plug, so if the load was 16A this would trip every time the spa is used.

We do not recommend that you plug your Lay-Z-Spa into an extension lead.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 47

Lay-Z-Spa pump heating issues

Accepted Answer

Here is a troubleshooting guide which should help to diagnose the issue you are experiencing with all AirJet and HydroJet Spas.

The spa pumps heat the water between by approx. 1ºC - 1.5ºC an hour, so they can take 24-48 hours to heat from cold. This may take longer in colder ambient temperatures.

When the heater button is pressed, the LED screen will switch to tell you the current temperature of the water. So if you are currently seeing a lower temperature this will increase as the water is heating.

The heating button on the display will turn red when it is heating. Once it has reached the set temperature it will turn green.

We recommend running through this heating checklist if you are experiencing any issues:

What temperature is the spa set to?
When did you put the water in to the spa? Was the water cold or warm?
How long has it been left to heat up?
What is the outside temperature? What time of year is it?
Where is the spa set up? Is the spa covered or open to the elements?

If you are experiencing heating issues please run through these troubleshooting steps below:

Step 1 - Complete a thermal reset:

Your pump will require a full thermal reset occasionally during the use of the spa. Please follow these steps:

Turn Pump On
Press Test – either on the PRCD or on the pump screen display
Turn plug off and remove from socket
Plug back in and turn on
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.
Press thermal reset button (See picture for location of reset button on the final page)
Press heater button – pump should be working with no error codes.

Here is a link to our thermal reset video:

Step 2 - Complete a pump reset:

Your pump will require a reset occasionally during the use of the spa. Please follow these steps:

Unplug the pump from the socket
Whilst the pump is unplugged press the thermal reset button in and hold for 5 seconds.
Plug the pump back in to the socket
Set the pump to heat and allow for 5-6 hours of heating.
Check the temperature change and please let us know if the temperature has not increased during this time.

Step 3 - Check the power supply:

Lay–Z–Spa pumps have to be plugged directly into a grounded mains supply. Please see the checklist below for further information:

Where is the item plugged into?

• Is the pump plugged into a single of double socket?

• Is the pump being used with an extension lead?

• Are there any other items plugged into the same socket?

• Is the plug socket outside? If so, is the socket waterproof?

• How old is the plug socket?

• Is the plug socket connected directly into the mains or is it a spur?

• Are there any other household items tripping?

• When was the last time the socket was tested by an electrician?

If the above steps have not fixed this issue please contact our Customer Care team below.

Question 48

Lay-Z-Spa pump leaking water

Accepted Answer

Here is a troubleshooting guide which should help to diagnose the issue you are experiencing with your AirJet or HydroJet spa.

The rubber membrane on the inside of the liner will stop some of the water but not all of it. There may be some water in the massage seam of the spa. There is then a non-return valve on the inside of the pump which will stop any water from going into the pump where it shouldn’t.

If the pump is connected to the spa with the washer in the correct place, you shouldn’t be able to see any water leaking from this. If for any reason you would need to disconnect the pump, the grey spa cap supplied with the spa will need to be placed onto the A pipe coming from the liner to stop the water from trickling out.

Leaking from base of pump:

There may be a perished or damaged washer or seal inside the pump. (Please do not open your pump as this will void your warranty).

To solve this please follow these steps:

Turn the pump off using the On/Off power button on the pump display
Move to the power supply, turn the power off and remove this from the socket
Remove the pump from the spa liner by placing the stopper caps within the spa over the debris screens
Unscrew the 3 couplings A, B and C
Place the grey cap on the A pipe on the liner to stop any water leaking form this pipe
Using a hosepipe, flush water in through the pumps B pipe which should then come out the C.
Complete this for about 2 to 3 minutes
Once this has been completed, switch the water flow from in through the C and out again through the B
Once you have completed this for roughly 2 to 3 minutes, re-attach the pump to the liner
Please ensure the stopper caps have been removed from the inside of the liner before use

You can also see our video which takes you through this process here:

Leaking from pipe 'A' on liner:

There may be water in the massage seam (this is perfectly normal).

The grey cap must be placed over the A pipe, and the stoppers caps over the B and C pipes when the pump is removed from the liner.

Leaking from connections:

During the use of the spa, the washers within the spa couplings may become perished or worn. These are within each of the coupling, A (largest), B and C.

To solve this please follow these steps:

Remove the spa pump from the liner, with the stopper caps placed on the inside.
Check the couplings in the 3 pump connections.
These couplings can be unscrewed using a small screw driver which will allow these washers to be checked.
If these washers are perished or worn, please contact our customer care team below who will be able to provide further assistance.

If the steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 49

Noisy Lay-Z-Spa pump

Accepted Answer

Here is a Troubleshooting Guide and instruction manual which should resolve all issues experienced with all AirJet and HydroJet spas which have become noisy or overly loud.

The issue may be caused by what the spa pump is sat upon.

We would advise to check and ensure the following steps or guidelines are followed on the set up for a Lay-Z-Spa pump:

Ensure the pump is located on a flat, hard surface
Please ensure foam protection mats are used under the pump
Make sure the pump is located away from any walls.
Do not place the pump or spa on any gravel or sharp surfaces.
Ensure that the pump is not enclosed or boxed in.

Once you have checked these recommendations and are still experiencing the issue please follow these troubleshooting steps:

Step 1 - Check water sensor:

To solve this issue please follow these steps:

Turn the pump off using the On/Off power button on the pump display.
Move to the power supply, turn the power off and remove this from the socket.
Remove the pump from the spa liner by placing the stopper caps within the spa over the debris screens.
Strike the pump firmly on the side.
This should move the sensor into the correct position.
Plug the spa back in and reset the pump.

Step 2 - Check for debris build up:

The pump may become noisy if there is debris stuck or the washers have moved inside the pump

To solve this issue please follow these backwash steps:

Turn the pump off using the On/Off power button on the pump display.
Move to the power supply, turn the power off and remove this from the socket.
Remove the pump from the spa liner by placing the stopper caps within the spa over the debris screens.
Unscrew the 3 couplings A, B and C.
Using a hosepipe, flush water in through the pumps B pipe which should then come out the C.
Complete this for about, 2 to 3 minutes.
Once this has been completed, switch the water flow from in through the C and out again through the B.
Once you have completed this for roughly 2 to 3 minutes re-attach the pump to the liner.

View our backwash video which will take you through these steps here:

Please note, when going though the above troubleshooting steps do not hit the pump on either the top or bottom.

If the steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 50

Lay-Z-Spa pump error codes

Accepted Answer

Please click on the relevant error code below to find the step by step troubleshooting guide.

E01 E02 E03 E04 E05 E06 E07 E08 E09 E10 E11 E12 E13 E15 GCF Backwash

Question 51

Backwash

Accepted Answer

If you need to complete the backwash process, please follow these steps:

Attach the stopper caps to the inside of the liner and then remove the Lay-Z-Spa pump unit from the liner (you can do this by unscrewing the 3 couplings ‘A, B and C’).
Using a hosepipe, flush water backwards through the pump. Water should go through pipe ‘B’ and come out of pipe ‘C’.
After a few minutes, flush the water in the opposite direction for about 2 minutes (through pipe ‘C’ and out of pipe ‘B’).

View our video which takes you through these steps here:

Question 52

GCF

Accepted Answer

Is there an GCF error code displaying on your Lay-Z-Spa pump? This is a ground connection failed error code which means there is an issue with the grounding system within your power supply.

Possible causes of this may include:

If the spa is plugged into an extension lead

If the grounding in the socket being used is incorrect

There is a problem with the electric set up in the house * There may be another appliance causing a problem in the circuit

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Try a different socket:

Please follow these steps:

Turn the pump off using the On/Off power button on the pump display. Remove the plug from the socket.
Plug the spa pump in to another socket (preferably inside your home if you have been trying with an outdoor socket)
Switch the pump on and press the reset/test on the cable. Press the power button on the pump display screen.

Step 2 - Check this electrical checklist:

Lay-Z-Spa pumps must be plugged directly into a grounded mains supply. Please see the checklist below:

• Where is the item plugged into?

• Is the pump plugged into a single of double socket?

• Is the pump being used with an extension lead?

• Are there any other items plugged into the same socket?

• Is the plug socket outside? If so, is the socket waterproof?

• How old is the plug socket?

• Is the plug socket connected directly into the mains or is it a spur?

• Are there any other household items tripping?

• When was the last time the socket was tested by an electrician?

Do not use an extension lead as the power supply for the spa pump.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Please note, we may provide a plug tester in order to check the status of the plug socket as part of our investigation.

Question 53

E15

Accepted Answer

Is there an E15 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa pump is experiencing a failed WiFi module connection.

This error code is visible if there is an issue with the WiFi module in the pump body. We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time:

Step 1 - Reset pump:

Please follow these steps to resolve this leaving at least 10 seconds between each step:

Turn the pump off using the On/Off power button on the pump display. Remove the plug from the socket.
Plug the spa back, switch the socket on and press the reset/test on the cable.
Press the on switch on the pump display. This will reset the pump.

Step 2 - Reset your WiFi:

This will depend on your WiFi provider but we would suggest switching it off and re-setting hub. If you are using a mesh network or you have boosters in your home you may find this can cause some interference with the module. The best way to check this is to try connecting the WiFi pump to another network at a friends, neighbours or family members house.

Please note, you can continue to use all other spa functions. You will just need to press any button on the pump control panel to remove the alarm code. This code will only affect the actual WiFi connection and set up.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 54

E13

Accepted Answer

Is there an E13 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa is experiencing an issue with the signal within the pump.

This error code can become visible on 2017 model pumps and newer. (The date of the spa pump can be located on the silver sticker on the pump body itself (S/N Number) or engraved within the handles.)

If this error code does become visible, please contact our Customer Care team below as the pump will need to be either replaced or repaired.

As this is an issue with the signal between two components within the body, please do not attempt to repair or open the pump.

Question 55

E12

Accepted Answer

Is there an E12 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa pump is experiencing water leaking within the body of the pump.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Check the couplings on the pump connections to ensure there is no water leaking from these. Also ensure the washers within these are flat. These can be checked using a screwdriver and simply unscrewing the coupling.
If these are dry and tight, please contact our Customer Care team below as there may be a leak within the pump.
Please do not attempt to reset or use the pump whilst the E12 error code is visible.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 56

E11

Accepted Answer

Is there an E11 error code displaying on your Lay-Z-Spa pump? This is a low salt alarm which features only on HydroJet models. This alarm is visible if there is low salt levels within the spa. This means the spa requires further salt to be added.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time:

Step 1 - Add salt level required:

Unplug the spa pump from the electricity, wait 10 seconds then plug the spa back in.
Reset the spa using the reset button.
Once reset, turn on the Hydro Jet system.
Gradually add and dissolve 0.5kg (500g) of Pure Spa Salt at a time.
Start the Salt Chlorinator System.
Allow the spa pump to run on either the 5 hour or 8 hour setting. If the E11 error code is visible again, place a further 0.5kg (500g) of Pure Spa Salt in the spa.

What salt to use:

Pure Spa Salt is the only salt which is suitable for use in the spa. This can be purchased off either Amazon or eBay.
Ensure Pure Spa Salt dos not contain anti-caking agents.
Place 2kg of Pure Spa Salt on initial set up.
Pure spa salt is required alongside chlorine.

Step 2 - Follow instructions of salt chlorinator function:

Instructions of salt chlorinator function:

To use the Salt Chlorinator System, please add Pure Spa Salt to the water using the following steps:

Turn the spa on, using the reset procedure found below:
- Turn Pump On.
- Press test on the black PRCD on the power cable.
- Turn plug off and remove from socket.
- Plug back in and turn on.
- Press Reset, Test then Reset on the PRCD.
- Press on the On/Off button on the spa pump.
- Press thermal reset button.
- Press the heater button and the spa should now work.
Turn on the HydroJet System to start the water circulation.
Ensure the Salt Chlorinator System is turned off.
Add gradually 2kg of Pure Spa Salt to the spa, please ensure the salt is completely dissolved and dispersed into the spa effectively.
Once the salt has fully dissolved, switch on the Salt Chlorinator System and set the working duration for the system.
This system can be set from 3 hours, 5 hours or 8 hours.
We would advise to attach the spa cover during the Salt Chlorinator process.

Key points when using this function:

These are points which have to be considered and followed once using this function:

Always use Pure Spa Salt, using only sodium chloride (NaCI) salt.
This has to be 99.9% pure or water conditioning salt pellets.
Pure Spa Salt has to be used in conjunction with chlorine.
- The reason for the Pure Spa Salt is to reduce the amount of chlorine required in the spa but not alleviate this altogether.
- Chlorine will also be required in the spa however at a reduced volume.
Pure Spa Salts should last roughly 1 month within the spa water.
After this period of time, the water and Pure Spa Salt will need to be changed and refilled. This will require another 2 kg of salt placed in the spa.
If the spa is not being used, the Chlorinator Function will need to be run for 3 hours a day.
If the spa is being used, the Chlorinator Function will need to be run between 5 and 8 hours a day.
It is possible to switch to using the Chlorine Granules that are in the Chemical Starter Kit, or Chlorine Tablets so that you are able to use the standard test strips.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 57

E10

Accepted Answer

Is there an E10 error code displaying on your Lay-Z-Spa pump? This is a high salt alarm which features only on HydroJet models. This alarm is visible if there has been too much salt added to the spa or a large amount of water has evaporated.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time:

Step 1 - Drain 20% of the spa and re-fill with fresh water:

Do not use the spa or place any further pure spa salts for 24 to 48 hours to ensure the levels reduce.
Unplug the spa pump.
Remove from the liner and drain 20% of the water from the spa. Refill this with fresh water.
Start the Salt Chlorinator System.

What salt to use:

Pure Spa Salt is the only salt which is suitable for use in the spa. This can be purchased on either Amazon or eBay.
Ensure Pure Spa Salt does not contain anti-caking agents.
Place 2kg of Pure Spa Salt on initial set up.
Pure spa salt is required alongside chlorine.

Step 2 - Follow salt chlorinator function instructions:

Instructions of salt chlorinator function:

To use the Salt Chlorinator System, please add Pure Spa Salt to the water using the following steps:

Turn the spa on, using the reset procedure found below:
- Turn Pump On.
- Press test on the black PRCD on the power cable.
- Turn plug off and remove from socket.
- Plug back in and turn on.
- Press Reset, Test then Reset on the PRCD.
- Press on the On/Off button on the spa pump.
- Press thermal reset button.
- Press the heater button and the spa should now work.
Turn on the HydroJet System to start the water circulation.
Ensure the Salt Chlorinator System is turned off.
Add gradually 2kg of Pure Spa Salt to the spa, please ensure the salt is completely dissolved and dispersed into the spa effectively.
Once the salt has fully dissolved, switch on the Salt Chlorinator System and set the working duration for the system.
This system can be set from 3 hours, 5 hours or 8 hours.
We would advise to attach the spa cover during the Salt Chlorinator process.

Key points when using this function:

These are points which have to be considered and followed once using this function:

Always use Pure Spa Salt, using only sodium chloride (NaCI) salt.
This has to be 99.9% pure or water conditioning salt pellets.
Pure Spa Salt has to be used in conjunction with chlorine.
- The reason for the Pure Spa Salt is to reduce the amount of chlorine required in the spa but not alleviate this altogether.
- Chlorine will also be required in the spa however at a reduced volume.
Pure Spa Salts should last roughly 1 month within the spa water.
After this period of time, the water and Pure Spa Salt will need to be changed and refilled. This will require another 2 kg of salt placed in the spa.
If the spa is not being used, the Chlorinator Function will need to be run for 3 hours a day.
If the spa is being used, the Chlorinator Function will need to be run between 5 and 8 hours a day.
It is possible to switch to using the Chlorine Granules that are in the Chemical Starter Kit, or Chlorine Tablets so that you are able to use the standard test strips.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 58

E09

Accepted Answer

Is there an E09 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa pump is experiencing a fuse failure.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Check fuse connection:

Internal fuse failure/ disconnection:

Within your pump, there is a variety of fuses. Sometimes, one of these can become disconnected. The pump unit must always be plugged into a grounded mains plug socket. You must not attempt to run the unit off of a coiled extension lead or a spur. This can cause the pump to stop working. Please also check the RCD and fuses.

To resolve this please follow these steps:

Turn the spa completely off
Turn the power off at the socket
Remove the plug from the socket for the pump.
Press the following buttons on the PRCD – Reset, Test and then Reset.
Turn the pump back on, using the On/Off button on the display.
Please ensure you hold your finger down for 10 seconds.

Please also check the electrical checklist here:

• Where is the item plugged into? How old is the plug socket?

• Is the pump plugged into a single of double socket?

• Is the pump being used with an extension lead?

• Is the plug socket outside? If so, is the socket waterproof?

• Are there any other household items tripping?

• When was the last time the socket was tested by an electrician?

Step 2 - Check the main fuse in the plug:

The main fuse in the plug may be causing an issue.

Do not open the pump casing at any point as this will void the warranty.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 59

E08

Accepted Answer

Is there an E08 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa pump is experiencing a power supply issue.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Complete thermal reset:

The pump will require a full thermal reset occasionally during the use of the spa. Please follow these steps making sure 10 seconds is left between each step:

Turn Pump On
Press Test – either on the PRCD or on the pump screen display
Turn plug off and remove from socket
Plug back in and turn on
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.
Press thermal reset button (See picture for location of reset button on the final page)
Press heater button – pump should be working with no error codes.

Here’s a link to our thermal reset video:

Step 2 - Check power supply:

Lay-Z-Spa pumps have to be plugged directly into a grounded mains supply. Please see the checklist below for further information:

Where is the item plugged into?

• Is the pump plugged into a single of double socket?

• Is the pump being used with an extension lead?

• Are there any other items plugged into the same socket?

• Is the plug socket outside? If so, is the socket waterproof?

• How old is the plug socket?

• Is the plug socket connected directly into the mains or is it a spur?

• Are there any other household items tripping?

• When was the last time the socket was tested by an electrician?

If the following steps provided above do not resolve the issue please contact our Customer Care team below.

Question 60

E07

Accepted Answer

Is there an E07 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa pump is experiencing an electrical fault.

We recommend the following troubleshooting steps to resolve this and get back in your Lay-Z-Spa in no time.

Step 1 - Complete a thermal reset:

We would recommend going through the thermal reset procedure. Please ensure there is 10 seconds left between each of the following steps:

Turn Pump On
Press Test – either on the PRCD or on the top display panel for the pump
Turn plug off and remove from socket
Plug back in and turn on
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.
Press thermal reset button (See picture for location of reset button on the final page)
Press heater button – pump should be working with no error codes.

Here is a link to our thermal reset video:

Step 2 - Make sure the water sensor is in the correct place:

Strike the pump firmly to make sure the water sensor is in the correct place. Do not hit the pump on either the top or bottom.

Once these steps are completed always ensure the stopper caps are removed from the inside of the liner before use.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 61

E06

Accepted Answer

Is there an E06 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa pump is experiencing an electrical fault.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Test the alarm button:

This error code is visible if there is an issue with the fuse within the pool heater. Please do not attempt to open up the pool heater, change the fuse or aim to resolve the issue. Please contact us below for more advice from a member of our Customer Care team.

Please follow these reset steps to resolve this, making sure you are leaving 10 seconds between each step:

Start of by turning the pump off and unplugging this from the power supply.
Turn Pump On at the power and power supply on the pump itself.
Press Test
Turn plug off and remove from socket
Plug back in and turn on
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.
Press thermal reset button (See pictures below for location)
Press heater button – pump should be working with no error codes visible.

Here is a link to our thermal reset video:

Step 2 - Check power supply:

Your pump unit must always be plugged into a grounded mains plug socket. You must not attempt to run the unit off of a coiled extension lead or a spur. This can cause the pump to stop working. Please also check the RCD and fuses. To solve this we recommend going through the following electrical checklist:

Where is the item plugged into?
Is the pump plugged into a single of double socket?
Is the pump being used with an extension lead?
Are there any other items plugged into the same socket?
Is the plug socket outside? If so, is the socket waterproof?
How old is the plug socket?
Is the plug socket connected directly into the mains or is it a spur?
Are there any other household items tripping?
When was the last time the socket was tested by an electrician?

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 62

E05

Accepted Answer

Is there an E05 error code displaying on your Lay-Z-Spa pump?

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Pump needs resetting:

Your pump will require a full thermal reset occasionally during the use of the spa. This is required once the error code E05 is visible on the pump.

Please follow these steps to resolve this. Please ensure there is 10 seconds left between each step:

Turn Pump On
Press Test – either on the PRCD or on the pump screen display
Turn plug off and remove from socket
Plug back in and turn on
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.
Press thermal reset button (See picture for location of reset button on the final page)
Press heater button – pump should be working with no error codes.

Link to our Thermal Reset video:

Step 2 - is your pump experiencing a water flow issue?

If the previous step does not resolve the error code, there could be an issue with the water flow sensors in the pump body. To check this please follow these steps:

Turn the pump off using the On/Off power button on the pump display.
Move to the power supply, turn the power off and remove this from the socket.
Remove the pump from the spa liner by placing the stopper caps within the spa over the debris screens.
Unscrew the 3 couplings A, B and C.
Using a hosepipe, flush water in through the pumps B pipe which should then come out the C.
Complete this for about, 2 to 3 minutes.
Once this has been completed, switch the water flow from in through the C and out again through the B.
Once you have completed this for roughly 2 to 3 minutes re-attach the pump to the liner.

This should resolve the issue with the E05 error code, please ensure the stopper caps have been removed from the inside of the liner before use.

View our video to the backwash steps here:

If the above does not solve the error code please contact our Customer Care team below.

Question 63

E04

Accepted Answer

Is there an E04 error code displaying on your Lay-Z-Spa pump? This means your Lay-Z-Spa pump is experiencing a heating issue.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Check if pump is overheating:

Please follow these steps to resolve this:

Turn the power to the pump off and remove the plug from the socket.
Remove the pump from the liner by placing the stopper caps on the inside over the debris screens.
Take the spa pump off and place this in a cool area or inside.
Once this has cooled down for 1 to 2 hours, reattach the pump to the liner and complete the full reset.

Step 2 - Check if the pump's thermometer reading incorrect:

If the above does not solve this, the thermometer reading could be incorrect.

Please compete the full thermal reset steps to check this:

Turn Pump On.
Press Test – either on the PRCD or on the pump screen display.
Turn plug off and remove from socket.
Plug back in and turn on.
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.
Press thermal reset button (See picture for location of reset button on the final page).
Press heater button – pump should be working with no error codes.

You can also view our video with the Thermal Reset steps here:

Step 3 - Is the spa in direct sunlight?

Ensure the spa is out of direct sunlight and do not use the pump in over 40°c.

If you experience this error code make sure the full thermal reset steps listed above are completed before the pump is used again.

If the following steps provided above, do not resolve the issue please contact our Customer Care team below.

Question 64

E03

Accepted Answer

Is there an E03 error code displaying on your Lay-Z-Spa pump? This means the ambient air temperature is too low.

We recommend following these troubleshooting steps to get back in your Lay-Z-Spa in no time.

Step 1 - Check if the pump is too cold:

Remove the pump from the spa by placing the stopper caps on the inside of the spa over the debris screens.
Carry the spa pump indoors or to a warmer place.
Leave this within a warm area for 2 to 3 hours for the internal parts to warm up.
Once the spa pump has warmed up, the error code should disappear.
Please ensure the full reset procedure is completed before re-using the spa and make sure the stopper caps have been removed from the inside of the spa liner before the spa pump has been used.

Step 2 - Thermal reset procedure:

Need help with how to complete the full reset procedure? Walk through this step by step guide:

Turn Pump On
Press Test – either on the PRCD or on the pump screen display
Turn plug off and remove from socket
Plug back in and turn on
On the PRCD (black box) press: Reset → Test → Reset.
Hold down the On / Off button on the pump for 5 seconds.
Press thermal reset button (See picture for location of reset button on the final page)
Press heater button – pump should be working with no error codes.

Here is a link to our thermal reset video:

If this does not resolve the issue, or if the ambient air temperature is above 10ºC please contact our Customer Care team below.

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