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For urgent service issues, please call 888-581-PURE or complete the form to the right for immediate attention.

If you’re experiencing a minor service issue or have a service-related question, you might be able to resolve it quickly by referring to our list of Frequently Asked Questions below. If none of the FAQs addresses your concern, simply complete the form on this page and we’ll get back to you promptly with an answer.


  • What should I do if my red service light comes on?

    This can happen for a variety of different reasons. We recommend the following steps to resolve it:

    1. Drain a cup of water out of the machine.
    2. Unplug the machine, and wait 30 seconds.
    3. Plug the machine back in again.

     

    After that, the machine will run through a system check. If the light does not turn on again, all is well. If the red light turns on again either right away or within the next day, please call us for service.

     

  • What does it mean if the filter lights illuminate?

    The filter lights are set to turn on at a specific gallon reading. They indicate your system’s filters are nearing the end of their life. Please note your water is still perfectly fine to drink! The lights are simply meant to let you know it’s time for us to change your filters. Make note of when the filter lights became lit, and contact us. We’ll send someone to your location to change your filters promptly.

  • What should we do if our hot water stopped working?

    Here’s what we suggest for each of the hot water issues you might be experiencing:

    1. Water comes out, but it’s not hot.

    In this situation, check the hot water switch. You can find it on the back of your machine - around the left-hand side and about one third of the way down from the top of your unit.

    The switch should be turned on (flat on the top and popped up on the bottom).

    Scenario 1:
    If the switch is in the off position, turn it on. After doing that, you should have hot water within 10-15 minutes.

    Scenario 2:
    If you have no hot water even though the switch is on, try turning it off and then on again to see if that fixes the issue.

    If these recommendations don’t work, call us and we’ll send a technician to fix the problem.

    2. No water comes out when you press both red buttons for hot water.

    This can happen if a large volume of hot or cold water has been used right before you try to get hot water from your cooler. In this situation, wait between 30-45 minutes, then try again to dispense hot water.

    If the problem isn’t caused by high usage, call us so we can send a technician to your location to fix the issue.

  • What should we do if our machine has no power?

    We recommend to first make sure the outlet your machine is plugged into has power. If not, plug it into one that does to confirm the machine is working. If your machine does not work when plugged into an active outlet, contact us so we can send a technician to your location.

  • I don’t see my problem here, or I tried your fix and it’s still not working.

    Please call us to let us know. We’ll send a technician to service your machine and put it in working order again.