Technical Service

1. TECHNICAL SERVICE and AFTER-SALES SERVICE

The Innowater service is not confined solely to selling the product. We offer prior advice to select the Chlorination equipment, and handle any possible incidents through our aftersales service. The purpose of our official technical service is to offer the most comprehensive and direct customised technical support possible. We will resolve any incident during or beyond the warranty period.

The Innowater Technical Service and Aftersales Service is based on these three principles:

Prior advice:
To offer effective maintenance of swimming pools with Salt Water Chlorination, you will first need to inform us of the key characteristics of your pool: location, cubic metres, average number of bathers, if it is heated, covered, etc. This will allow our professional team to advise you as to the type of Electrolysis that would be most appropriate. Remember that Salt Water Chlorination is suitable for all types of swimming pool.
Repairs and maintenance:
Once you have purchased your water Electrolysis product, our professional maintenance unit will guarantee a whole range of quick and efficient repairs at our facilities. If your equipment is under warranty it will be inspected within 24-48 hours, and outside the warranty within 72 hours of arrival. We can also offer Maintenance Plans to ensure the efficiency and long life of your Chlorination product.
Telephone and chat service:
Our telephone support is based on a personal approach. Pass any query on to us by phone or direct chat with our technical staff.

2- FAQs

When installing your Salt Water Chlorination equipment, these frequent queries will prove particularly helpful:

Where do I add the salt to the swimming pool, and how often?
The salt is added directly to the swimming pool basin. With the equipment switched off, the pump should be turned on until the salt is fully dissolved. You should only add more salt if you are refilling the swimming pool, or perform regular filter backwashes. To guarantee optimal swimming pool maintenance, the Salt Water Electrolysis equipment will tell you when it needs more salt. Remember that when topping up the salt you will need to measure the level in the pool and make up the difference.
What type of salt should I use? And how much?
Any type of salt can be used for your swimming pool Salt Water Chlorinator. Nonetheless, the higher the percentage of sodium chloride, the more efficient it will be. The amount of salt is around 5 kg/6 kg per m3 in the case of an open-air pool. And in the case of an indoor pool (heated to around 28-30°), the level will be 3 kg/4 kg per m3.
What should the chlorine level in the water be? And the pH?
The chlorine level in the water should be around 1 ppm in a private swimming pool. In the case of Salt Water Chlorination of public swimming pools, it will depend on the regional regulations. Nonetheless, the optimal level is around 1.5 ppm. The pH should always be kept between 7.2 and 7.6.
Can a disinfected pool lose chlorine after the water is filtered?
The chlorine is not lost. If the filter is dirty, in other words has a high content of organic matter, then the amount of chlorine will drop as it passes through the filter. This is because the chlorine reacts with the organic matter present in the filtration system.
Is Salt Water Chlorination compatible with other chemical products, such as flocculants and algicides?mpatible la cloración salina con otros productos químicos como floculante o algicidas?
All chemical products are compatible with Salt Water Chlorination. You should bear in mind, though, that if you maintain proper Salt Water Chlorination of your pool, you will not need to add any other product. Our Electrolysis equipment is also capable of handling shock treatments.
Why does the level of chlorine in the pool not rise if the salt level is correct and the pH is properly regulated?
This typically happens in new pools, or those that have recently had their water changed. If the equipment does not indicate any error, then a chlorine stabiliser (cyanuric acid) will need to be added to keep the chlorine in the water. The proportion should be 1 kg per 23 m3 of water.

3- PROBLEMS and SOLUTIONS

Innowater aims to assist you in all water Electrolysis maintenance processes. We therefore offer direct solutions to any incident that might arise.

The device indicates: "Low water level in cell"
Check that the water reaches the sensor (a small titanium part located at the top of the cassette). If it does not reach this level, you will need to top the swimming pool up to half way up the skimmer and drain the filtration system. If the problem persists, send your device for servicing.
The device indicates: “Low salt”, “Insufficient salt” or “Cell not found”
First of all, check the level of salt in the water and clean the cell. It is also important to check the cell connection cable. If the error persists, check the TVI values on the screen under item 3 on the menu, and contact the technical service.
The water has turned a greenish colour
This is because of an excess of metal ions, which become coloured when the disinfectant is added. You should check the pH, and adjust it to between 7.2 and 7.6. If the problem persists, perform super-chlorination and scrub the walls and base of the swimming pool.
Lime scale has formed in my swimming pool
Lime scale forms in a swimming pool because of hard water and high pH, which causes the calcium carbonate to become visible and precipitate. To resolve this, you will need to perform flocculation: shut down the filter and allow the solid matter to sink to the base of the pool. After 24 hours, use the pool bottom cleaner. Lastly, adjust the pH to between 7.2 and 7.6 and continue with your regular treatment.
The level of alkalinity can affect the swimming pool
An alkalinity of more than 225 mg/L will make it difficult to stabilise the pH and cause corrosion to the installations. The water will take on a greenish tone and may cause eye irritation. To resolve this, you will need to add hydrochloric acid or sodium bisulphite. Meanwhile, an alkalinity level below 75 mg/L will also make it difficult to stabilise the pH. This occurs as a result of the characteristics of the water used to fill or top up pool, and chemical products that have been added. To resolve the issue, add sodium bicarbonate or sodium carbonate to the swimming pool water.

4- AUTHORISED TECHNICAL SERVICE NETWORK

Our Technical Service and Aftersales Service network is:

Official Authorised Technical Service Network

English

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