Troubleshooting Guide

Customer Support

Here you can find lots of topics related to Living-Water Ltd. customer care.

Bottled Coolers

Not chilling?

Please check the following first:

Is the machine plugged in and switched on?
If you’ve just dispensed a large volume of water, you may first have to wait for further water to chill again

Still not chilling? Try these:

Unplug the water cooler from the wall socket
If there is a removable power lead at the back of the water cooler, disconnect this and re-connect it ensuring a tight connection
Switch the cooler back on and wait at least 30 minutes before trying the chilled water again

Still no joy?

Not heating?

Please check the following first:

Is the machine plugged in and switched on?
Is the control switch for the hot water tank switched on? This is located at the back of the cooler.
If you’ve just dispensed a large volume of water, you may first have to wait for further water to heat up again

Still not chilling? Try these:

Unplug the water cooler from the wall socket
If there is a removable power lead at the back of the water cooler, disconnect this and re-connect it ensuring a tight connection
Switch the cooler back on and wait at least 30 minutes before trying the hot water again

Still no joy?

Not dispensing?

Please check the following first:

Ensuring this is done in an upright position so that the bottle automatically seals itself, pull the bottle up from the water cooler to remove it
Dispense any water remaining in the tank until nothing is dispensing
Put a fresh bottle on the unit and leave it for 30 minutes before trying

Still no joy?

Cooler leaking?

Please check the following:

If there is a blue valve floating in the bottle, this will be the cause of the issue. Remove the faulty bottle in an upright position to make sure it auto-seals.
If there are any holes / small cracks in the bottle, this will be the cause of the issue. Remove the faulty bottle in an upright position to make sure it auto-seals.
If the drip tray is full and water is overflowing from here, remove the drip tray and empty it into the nearest waste water outlet (sink, bathroom, etc.)
If there is anything leaking from the taps, and you have tried to lift and close the taps multiple times, it will be best to remove the water bottle, and put the machine out of order until an engineer can attend.

Still no joy?

Water tastes funny

Please contact us to arrange an engineer’s visit at the soonest available opportunity

This is typically caused by the bottle being exposed to direct sunlight. In the long term, it is advisable that a UV protective bottle cover is used to limit bottle exposure to direct sunlight. Please contact us to discuss this.

Faulty bottles?

If you have a faulty water cooler bottle please contact us to discuss this.

Machine infestation?

If you think there may be an infestation in your machine, please contact us to discuss this.

Machine contamination?

If you think that your machine has become contaminated, please contact us to discuss this.

Other water issues?

If the issue with your machine isn’t listed or if you’re still having problems please contact us to discuss this.

Mains Coolers

Not chilling?

Please check the following first:

Is the machine plugged in and switched on?
If you’ve just dispensed a large volume of water, you may first have to wait for further water to chill again

Still not chilling? Try these:

Unplug the water cooler from the wall socket
If there is a removable power lead at the back of the water cooler, disconnect this and re-connect it ensuring a tight connection
Switch the cooler back on and wait at least 30 minutes before trying the chilled water again

Still no joy?

Not heating?

Please check the following first:

Is the machine plugged in and switched on?
Is the control switch for the hot water tank switched on? This is located at the back of the cooler.
If you’ve just dispensed a large volume of water, you may first have to wait for further water to heat up again

Still not chilling? Try these:

Unplug the water cooler from the wall socket
If there is a removable power lead at the back of the water cooler, disconnect this and re-connect it ensuring a tight connection
Switch the cooler back on and wait at least 30 minutes before trying the hot water again

Still no joy?

Not dispensing?

Check the following:

Is the machine plugged in and switched on?
If you’ve just dispensed a large volume of water, you may first have to wait for further water to fill up and re-chill / re-heat
Is the mains water flowing into the cooler? Check by tracing the tubing connection from the back of the machine to the installation point. If the pipework is not in line with the installation, try to gently tug this to get it inline. If this happens, you will start to hear the water filling the machine.
Another possibility (especially if you find the unit not dispensing in the morning where it was working the night before) is that the anti-flooding water block device has shut off the water supply. Follow the below instructions to reset this:

4.1. Please make sure filter is not broken and all piping attached.

4.2. Please turn off black shut off valve 90 degrees(clockwise)

4.3. Unscrew Grey Adapter from Water Block

4.4. Push Red Button in the middle of water block. If it clicked or was pushed then it was reset

4.5. Put back adapter tightly

4.6. Open valve on step 2 and see if any leak occurs

4.7. Check on the tap if water running

Still no joy?

Cooler leaking?

Please check the following:

If the drip tray is full and water is overflowing from here, remove the drip tray and empty it into the nearest waste water outlet (sink, bathroom, etc.)
If there is anything leaking from the taps, and you have tried to lift and close the taps multiple times, it will be best to use the turn the shut off valve 90 degrees to shut off the water supply, dispense water from the machine until nothing comes out, and put the machine out of order until an engineer can attend.

Still no joy?

Beeping or alarming?

This occurs with machines that have internal waste kits installed, and is a signal that the waste bucket is full and needs to be emptied. Please dispose of the water in the waste bucket in the nearest available waste line (sink/bathroom etc)

Water tastes funny?

Please contact us to arrange a call-out at the soonest available opportunity

Machine infestation?

If you think there may be an infestation in your machine, please contact us to discuss this.

Machine contamination?

If you think that your machine has become contaminated, please contact us to discuss this.

Other water issues?

If the issue with your machine isn’t listed or if you’re still having problems please contact us to discuss this.

Hot Water Boilers

Not heating?

Please check the following first:

Is the boiler plugged in and switched on?
If you’ve just dispensed a large volume of water, you may first have to wait for further water to heat up again

Still not heating? Try these:

Unplug the boiler from the wall socket
If there is a removable power lead at the back of the water cooler, disconnect this and re-connect it ensuring a tight connection
Switch the cooler back on and wait at least 30 minutes before trying the hot water again

Still no joy?

Not dispensing?

Check the following:

Is the boiler plugged in and switched on?
If you’ve just dispensed a large volume of water, you may first have to wait for further water to fill up and re-heat
Is the mains water flowing into the boiler? Check by tracing the tubing connection from the back of the boiler to the installation point. If the pipework is not in line with the installation, try to gently tug this to get it inline. If this happens, you will start to hear the water filling the boiler.
Another possibility (especially if you find the boiler not dispensing in the morning where it was working the night before) is that the anti-flooding water block device has shut off the water supply. Follow the below instructions to reset this:

4.1. Make sure filter is not broken and all piping attached.

4.2. Turn off the black shut off valve 90 degrees(clockwise)

4.3. Unscrew Grey Adapter from Water Block

4.4. Push Red Button in the middle of water block. If it clicks or pushes in then it has reset

4.5. Put back adapter tightly

4.6. Open valve on step 2 and see if any leak occurs

4.7. Check on the boiler if the water is running

Still no joy?

Boiler leaking?

Please check the following:

Is the drip tray in line with the boiler and tap?
If the drip tray is full and water is overflowing from here, remove the drip tray and empty it into the nearest waste water outlet (sink, bathroom, etc.)
If there is anything leaking from the taps, and you have tried to lift and close the taps multiple times, it will be best to use the turn the shut off valve 90 degrees to shut off the water supply, dispense water from the machine until nothing comes out, and put the machine out of order until an engineer can attend.

Still no joy?

Boiler light flashing?

This indicates a fault with the boiler. It will be best to turn the shut off valve 90 degrees to shut off the water supply, dispense water from the machine until nothing comes out, and put the machine out of order until an engineer can attend.

Taps & Under Counter

Not chilling?

Please check the following first:

Is the machine plugged in and switched on?
If you’ve just dispensed a large volume of water, you may first have to wait for further water to chill again

Still not chilling? Try these:

Unplug the water cooler from the wall socket
If there is a removable power lead at the back of the water cooler, disconnect this and re-connect it ensuring a tight connection
Switch the cooler back on and wait at least 30 minutes before trying the chilled water again

Still no joy?

Not hot?

Please check the following first:

Is the machine plugged in and switched on?
Is the control switch for the hot water tank switched on? This is located at the front of the heating unit.
If you’ve just dispensed a large volume of water, you may first have to wait for further water to heat up again.

Still not heating? Try these:

Unplug the unit from the wall socket
If there is a removable power lead at the back of the water cooler, disconnect this and re-connect it ensuring a tight connection
Switch the cooler back on and wait at least 30 minutes before trying the hot water again

Still no joy?

Not dispensing?

Check the following:

Is the machine plugged in and switched on?
If you’ve just dispensed a large volume of water, you may first have to wait for further water to fill up and re-chill / re-heat
Is the mains water flowing into the cooler? Check by tracing the tubing connection from the back of the machine to the installation point. If the pipework is not in line with the installation, try to gently tug this to get it inline. If this happens, you will start to hear the water filling the machine.
Another possibility (especially if you find the unit not dispensing in the morning where it was working the night before) is that the anti-flooding water block device has shut off the water supply. Follow the below instructions to reset this:

4.1. Please make sure filter is not broken and all piping attached.

4.2. Please turn off black shut off valve 90 degrees (clockwise)

4.3. Unscrew Grey Adapter from Water Block

4.4. Push Red Button in the middle of water block. If it clicked or was pushed then it was reset

4.5. Put back adapter tightly

4.6. Open valve on step 2 and see if any leak occurs

4.7. Check on the tap if water running

Still no joy?

Tap leaking?

Please check the following:

If there is anything leaking from the taps, and you have tried to open and close the tap multiple times, it will be best to turn the shut off valve 90 degrees to shut off the water supply, dispense water from the machine until nothing comes out, and put the machine out of order until an engineer can attend.

Customer Support