Problem and Error Reporting

We’re sorry you’re having trouble with your Wellis spa. Our full warranty is valid worldwide. Please fill out this form for customer service.

Useful Information


Water Drain


Where can you find the serial number?
See the picture below.

Wellis Serial Number

    Contact details:

    Error reporting data:

    Was the installation handled by Wellis Service?

    Date of purchase?

    For a Long Life


    At Wellis, our goal is to reduce routine maintenance tasks for the user. In order to keep your spa’s water crystal clear for several months, here is some helpful information you’ll need. Routine maintenance can help you have more time to enjoy carefree spa use.


    Put the cover on the tub when it is not in use. When your tub is filled with water but not in use over a long period, remove the cover once a week for 30 minutes to ventilate the spa.

    The spa cover has several purposes. It saves energy by insulating the spa.

    The use of the cover prevents leaves and debris from falling into the tub, so there is less exposure to environmental impacts. Close the cover and lock it to prevent children from using the tub without parental supervision.

    Cover use is also required to protect your warranty. UV radiation may be harmful for the tub body when it is not filled with water. Damage caused to the tub body by the sun is not covered by the warranty.


    Check the spa water sanitization and chemical balance.

    Use your chemicals according to package instructions.

    Wellis Crystal with Bio Disinfectant
    With Chlorine
    With Bromine

    1. Water/calcium hardness recommended value: 80 – 200 ppm

      This value is determined by the amount of dissolved calcium and magnesium salts and minerals. Hard water contains too much of these dissolved materials, which will result in scaling. It can cause significant damage to the tub wall, the plumbing and the filter, as well as the heating and mechanical units. Soft water can be achieved by the water softener with resin tank used for this purpose. Hot tubs should be used with water hardness calcium levels between 80-200 ppm, with the ideal calcium level around 180 ppm. 

    2. Setting the pH recommended value: 7.2 – 7.8

      The first important indicator is the water’s pH value. The pH value is measured on a scale of 0 to 14, where a value of 7 is considered neutral. Below that, water is acidic; above it, alkaline. The pH value of human eye is around 7.5. Over 7.8, water irritates bathers’ eyes. Experience shows that most of the problems are caused by a pH value that is too high. Inappropriate values reduce the effect of the sanitizer. The pH value of water normally increases while the tub is not in use, and, therefore, mostly pH reducers must be used.  The ideal pH level is 7.6.

      Recommended Chemical: pH Decreaser

      pH Reducer Granules (100%) – 1000g package: It can be used together with any disinfectant; these pH decreaser granules are highly effective.
      Dosage: in order to reduce the water pH value by 0.1, add 1000g of pH reducer granules to 100 m3 tub water. It is recommended to add at the water inlet or at several points on the tub. Dissolve it in tap water before use (1kg pH reducer granules in 10 l water)

    3. Wellis Crystal Bio Disinfectant

      The Crystal Bio Disinfectant sanitizer kills or neutralizes microorganisms (bacteria, algae, fungi, viruses) present in water. Microorganisms are small, microscopic forms of life that are not visible to the naked eye, and are constantly transferred into the water by rain, wind, or bathers. If they are not destroyed, they will be transferred by water from one person to another. Organic matter present in the hot tub water may turn the water opaque or cloudy.

      Recommended Chemicals: Wellis Crystal 100% Bio Disinfectant

      Package size: 2×1 liter
      Chlorine-free spa sanitizer is available with a concentration optimized for hot tubs. It can be used for all tubs equipped with a water circulation and filtering system. 3.38 oz of Wellis Crystal is required for 264 gallons of hot tub water. The presence of disinfectant in the water can be detected with the use of various testers, including the Aquacheck 5-in-1 tester.

    4. Foaming

      Bubbles and colloidal contamination accumulate in different sizes of foam clots on the water surface. This foam is mostly formed by particles removed by water from human skin, cosmetics, body lotions, etc., and by the mixing of various chemicals. It jeopardizes the maintenance of aesthetic quality and cleanliness of your hot tub water.

      Foaming is a condition in which there are foam clots or a continual foam layer present on the water surface 30 seconds after the massage motors are stopped.

      Recommended Chemical: Foam Stop Anti-Foam Liquid for Tubs

      Package size: 35.27 oz

      Effectively decreases foam formation caused by body lotions or other materials. Apply dosage depending on foaming intensity, until foam disappears. After adding, wait until the material is thoroughly dissolved in the tub.

    5. Filter Cartridge Cleaning

      Filter cartridges are designed to remove impurities from the tub water. Therefore, keeping them clean is essential. In case of highly contaminated filter cartridges, the system may not provide the proper amount of water flow. In this case, the control unit may disable operation if there is an error message displayed on the operating unit. The filter cartridge(s) must be cleaned weekly. It is recommended to soak the filter cartridges in the chemical solution Filter Cleaner for 24 hours.

      Power off the tub before removing the filter cartridge(s). In case of operating without filter cartridge(s), there is a danger of damaging the circulation pump. Unscrew the filter cartridge(s) and use a strong jet of water to remove any deposited impurities from between the pleats or membranes. Never use the tub without a filter cartridge. It is recommended to have an extra filter cartridge on hand

      The filter cartridges must be replaced every three months!
      Wellis hot tubs currently have three different filter housing designs:

      • Skimmer housing
      • Floating filter housing
      • Wall-mounted filter housing

    Filter replacement in a skimmer:

    • Remove the filter cartridge by turning it counterclockwise
    • While still in the water, tilt the filter cartridge a bit sideways to allow air to leave the cartridge
    • Screw in the cleaned or new filter cartridge by turning it clockwise


    • Exchange the water (except for tubs equipped with In-Clear)
    • Find the drain in the tray and remove the plug cap.
    • Screw in its place the spacer provided with the tub.
    • Turn off the larger receiving part counterclockwise as far as you can.
    • Then pull the receiving part towards yourself – the water will start to flow out of the tub.
    • After all the water is drained from the tub, repeat the steps above in reverse order.

    Filling up the tub with water: please note that the tub must always be filled through the filter housing. If it is not, air can get into the circulation system. In this case, the tub heater may be damaged.
    Replace the filter cartridges with new ones.
    If necessary, replace the UV bulb, or order a replacement.

    Draining the spa


    Draining the spa with water must always be done through the drainage pipe. If this is not done, the circulation system may become air-logged, damaging the spa.

    • Locate the drain on the tray and remove the cap
    • Screw the metric spacer for the spa into place
    • Screw out the larger receiver counterclockwise
    • Then pull the receiver towards you – at this point the water will start to flow out of the spa
    • Once the water has emptied, repeat the above processes in reverse order
    Adapting to the weather

    Winterizing / for Spring


    • Disconnect the spa from the power source.
    • Remove the filters.
    • Remove water from the spa with a submersible pump.
    • Remove residual water in the jets using a wet vacuum cleaner.
    • Wipe the spa dry.
    • Remove spa side covers.
    • Disconnect the detachable joints of the motors and controls, unplug the antifreeze plugs, and remove the water from the pump housing of the motors.
    • Finally, cover your spa tightly for winter.

    In the Spring

    • Remove the spa cover.
    • Connect the detachable joints of the motors and controls.
    • Clean the spa body of any dirt that may have fallen into it during the winter season.
    • Fill the spa with fresh water.
    • Install new filters; do not use old or dirty filters.
    • Power on the spa.
    • Check for proper operation (drips, leaks, motors).
    • Balance the spa chemicals.