Frequently Asked Questions
Registering My Appliance
How do I register my appliance?
You can register your appliance by logging in to your account - CLICK HERE.
Once you submit your registration request, one of our team will verify your account within one-working-day.
What information do I need to register?
You will need the below information to register your appliance:
- Valid proof of purchase receipt (which confirms the date of purchase and the appliance listed on receipt)
- Appliance serial number
Where can I find my serial number?
You can find the appliance serial number printed directly onto your instant hot water tank. This can be found on the top or the back of your boiler.
The serial number is 10 digits long and will be numbers only.
Serial Number Format Example: 2024 11 1234
What is a valid proof of purchase receipt?
A valid proof of purchase receipt must include the following:
- Confirms the date of purchase
- Confirms the name of the appliance purchased
- Must be a printed or e-receipt received from seller (we do not accept emails or text conversations as a valid proof of purchase)
If you cannot provide a valid receipt, you will be declined for registering your product until a valid receipt is provided.
If you have lost your receipt or no longer have your receipt, you must contact the seller where you purchased your appliance.
My registration request has been declined, what should I do?
If your appliance registration request has been declined, we will have sent you an email stating the reason for the decline.
Common reasons for being declined:
- Invalid receipt provided - this is where the receipt provided for your appliance does not clearly confirm the date of purchase, or the appliance isn't listed on your receipt
- Incorrect serial number - this is where the incorrect serial number format has been entered at registration
- Warranty period has already surpassed - this is where the date of when you first purchased your appliance was more than two-years before registering your appliance with Water Solutions Direct. This means the two-years free warranty period has already expired.
Frequently Asked Questions
Warranty Questions
What is a manufacturers warranty?
A manufactures warranty protects your instant hot water appliance for any technical faults/defects which may occur during your warranty period.
You are not covered or protected for any physical damage caused to your water appliance including damaged-in-transit, improper installation or wear-and-tear.
You can also extend your warranty for only £4.09 per month (£49 per year). Only registered and existing appliances with a valid warranty can be extended. Click here to view.
How long is my initial warranty period?
You must register your appliance for warranty before the warranty period becomes active.
Once your registration request has been approved, your warranty period will start from the date you originally purchased your appliance, and protects your appliance for two-years*
*Your appliance warranty may be invalid if you have not replaced the carbon water filters once every six-months. You must only replace these filters with WSD approved filters. You can purchase replacement filters HERE.
You can also extend your warranty for only £4.09 per month (£49 per year). Only registered and existing appliances with a valid warranty can be extended. Click here to view.
How often do I need to change my filter?
You must change/replace the carbon water filter in your hot water appliance every six-months. Filters must be replaced by WSD approved products only. Failure to show evidence of approved filters being purchase or used will invalidate your appliance warranty.
To purchase approved filters, please CLICK HERE.
How often should I descale?
Descaling should be carried out regularly, and is recommended every 4-6 months (depending on your local water hardness)
You can view your local water hardness on our home page.
To purchase descale maintenance bundles, please CLICK HERE.
My warranty period has expired and I need support, what should I do?
If your initial warranty period has already expired, and you have not extended your warranty before this has expired, we can still provide support.
Please email info@watersolutionsdirect.com and allow up to 7-working-days for a response from one of our team.
Please provide as much information as you can on your email including:
- What you need support with
- Video/Image of issue
- When you purchased the appliance
- Where you purchased the appliance
- The type of appliance (3-1 / 4-1)
- When you last descaled your appliance
- When you last changed the filter in your appliance
- Your full name
- Your phone number for us to call you back on
Frequently Asked Questions
Fault Finding & Error Codes
Code: E3
This error is most common on install when the boiler has not been primed (filled with water).
Steps on how to clear this error:
- If this is a brand new install, please turn the power off and operate the boiling side of the handle to fill the boiler with water.
- If this error appears over 6-months after install, it could be a scale-related issue, and the first protocol is to descale the appliance.
You can purchase descaling maintenance kits by CLICKING HERE
Code: E8
This error indicates a thermistor issue and is most commonly caused by scale on the NTC. This can usually be cleared by descaling the appliance. If this does not work, the boiler may need to be sent to us for inspection.
You can purchase descaling maintenance kits by CLICKING HERE
Water is leaking from the boiler unit into my cupboard
This is most commonly caused by scale or a blockage build-up.
Please refer to the descaling method to resolve this and make sure you have changed your filter in accordance with the warranty.
You can purchase replacement filters by CLICKING HERE.
You can purchase descaling maintenance kits by CLICKING HERE
The tap keeps dripping after I use it
This is most commonly caused by scale in the system and it needing descaled or the filter needing changed.
You can purchase replacement filters by CLICKING HERE.
You can purchase descaling maintenance kits by CLICKING HERE
The boiling water pressure has reduced over time
You tank needs descaled and the filter must be replaced.
You can purchase replacement filters by CLICKING HERE.
You can purchase descaling maintenance kits by CLICKING HERE
The boiler seems noisier when boiling over time
Your tank has a build-up of scale and requires descaling.
You can purchase descaling maintenance kits by CLICKING HERE
Frequently Asked Questions
Descaling My Appliance
How often should I descale my appliance?
Descaling should be carried out regularly, and is recommended every 4-6 months (depending on your local water hardness)
You can view your local water hardness on our home page.
To purchase descale maintenance bundles, please CLICK HERE.
How do I descale my appliance?
You can view our video showing you how to descale your appliance or download our PDF to view these instructions by CLICKING HERE