Hot tub Customer Center

Hot Tub Customer Center

Find Everything you need from answers to frequently asked questions, user manuals, video guides, and more!

Frequently Asked Questions

Studies have shown that both heat and cold therapy can promote healing and prevent muscle damage following exercise. Your home spa offers the most immersive therapeutic opportunity available, especially now that you have the option to set your spa as a hot tub or a revolutionary cold tub. As you stay in touch with your body’s cycles of stress and recovery through exercise, hot tub sessions can enhance your workouts and your progress toward a healthier body.

Over time, thanks to the effects of chlorine on fabrics, particularly on spandex, using a hot tub may damage your swimsuit. Colors could fade, fabrics with elastic content might lose their elasticity, and some fabrics could eventually weaken and tear. However, hot tubs that use non-chlorine water care options are considerably gentler on swimsuit

If the calcium hardness level of your spa water is above 75 parts per million, then the Vanishing Act calcium remover is the ideal tool to bring your calcium hardness level down into the okay range.

To use the Vanishing Act, follow these steps:

  1. First, rinse the Vanishing Act calcium remover with running water until the water runs clear. Then place in the hot tub, slight color transfer to the water may occur, and can easily be removed with chlorine.
  2. Place the Vanishing Act calcium remover flat side down over the heater return in the foot well. After 10 to 12 hours, flip the calcium remover over and reposition over the heater return. After a total of 24 hours, take the calcium remover off of the heater return and discard. It’s okay to use the spa while the Vanishing Act is in the foot well, just be sure to replace it over the heater return when you’re done.

It’s important to remember that the calcium hardness level of your spa water can increase over time as a result of topping off. Be sure to measure the calcium hardness level regularly, and use a Vanishing Act to ensure that the calcium hardness level stays within the okay range between 25 and 75 parts per million.

Typically, the average cost of moving a hot tub is $200 to $400 dollars for an on-site move, but, again, it depends on the variables and the difficulty involved. For example, if the hot tub also has to move through multiple awkward spaces, additional charges may apply. The price you can expect is also highly variable based on where you live.

When it comes to off-site moves, there is no set price due to the variations in distances. Many dealers don’t offer off-site moving service. They can, however, refer you to a dependable service.

Many spas need to be drained and refilled every three to four months due to chemical build-up. But the timing really depends on the water care system you choose and your usage habits. Changing spa water is a time-consuming task, and if you’re new to hot-tubbing, the thought of having to do it every few months may cause you to think twice about purchasing your first spa. But here’s the good news: HotSpring® has just introduced a water care system that keeps your spa water clean and ready to use for up to a year with normal use.

The new FreshWater® Salt System* is a titanium cartridge-based system that generates chlorine from salt in precisely measured amounts. One easy-to-replace cartridge keeps chlorine levels in your spa low while maintaining clean water that won’t irritate eyes and is silky smooth on the skin for up to four months. Water care is something you can easily manage yourself, and with normal use, your hot tub water will last 12 months before it needs to be drained and refilled. This innovative approach to hot tub water care is available on all Hot Spring Highlife® Collection and Limelight® Collection spas.

GFCI issues are a relatively common occurrence with hot tubs, and often can be resolved with little fuss or expense. However, because electricity and water are an extremely dangerous combination, make sure you know what you’re doing before troubleshooting any electrical problems. Unless you’re confident in your ability to address GFCI issues yourself, always consult a professional hot tub repair expert or electrician. An improperly-wired hot tub can result in electrocution or an electrical fire. Electrical work such as installing a hot tub or making adjustments to its components or wiring must be performed by a licensed electrician and must adhere to all local and national electrical codes. As a reminder, always turn off your hot tub and disconnect it from the power supply before attempting any repairs.

A GFCI—a Ground Fault Circuit Interrupter—is a device used to protect your hot tub from unusual fluctuations or deviations in your power supply. Ground faults and short circuits occur when electricity takes a path the designers of the circuit didn’t intend. When a GFCI detects an anomaly in the electrical supply, such as a ground fault or a short circuit, it interrupts the circuit and cuts off all electricity to your spa. When this interruption occurs, it’s often referred to as “tripping” the GFCI.

Even if you’ve never experienced any electrical problems with your hot tub, make sure you know where your GFCI is located. While some hot tubs are designed to plug into a traditional 120-volt outlet, most will require the installation of both a GFCI circuit breaker and a dedicated electrical outlet designed to handle the increased voltage—generally 220 to 240 volts—necessary to power your spa. Most likely, you’ll find your GFCI in the control panel located close to or containing the outlet your spa or hot tub uses. To reduce the risk of the electrical supply coming in contact with water, the National Electrical Code requires that the electrical components, including the GFCI, be located a minimum of six feet away from your hot tub.

Your GFCI should have a visible reset button. These buttons are usually red and are clearly labeled “reset.” To reset your GFCI, simply press the button. This will restore the electricity supply to your spa.

When your GFCI trips, it’s an indication that something unexpected has happened with your electrical supply. This might be a one-time occurrence, which may be resolved by simply pressing the button to reset the breaker. If your GFCI repeatedly trips whenever you turn on your hot tub, it means there’s an ongoing problem that must be addressed and resolved. There are a few reasons why your GFCI might trip each time you power up your hot tub:

  • There may be an issue with your GFCI. Disconnect all hot tub components from your GFCI, then reset it. If it immediately trips even though nothing is attached to it, your GFCI is most likely faulty and will need to be replaced.
  • There may be an issue with one of your hot tub’s components, such as the heater, the pumps, or the entertainment system. If these components can be individually disconnected from your GFCI, disconnect them all, then reconnect and test them one at a time. If any of them cause your GFCI to trip when you turn your hot tub on, the faulty component will most likely need to be serviced or replaced.
  • Your GFCI may be wired incorrectly. To isolate a faulty switch or wire, disconnect wires one at a time to each switch, then test the GFCI to see if any individual wire causes it to trip.

Depending on where you live, or if you get your water from a well, you may have high metal content, like iron or copper, and that can complicate spa water care. If you’re not sure if you have metals in your water, talk to your Hot Spring dealer. If you do determine that there are metals in your water, we suggest using our Clean Screen filter to fill your spa.

Once you’ve filled your spa with fresh water using the Clean Screen filter, we suggest that you add a double dose of our FreshWater® Stain & Scale product. The Stain & Scale product will help you address any additional metals that have been introduced into the spa when you’ve filled it.

No. Hot tubs don’t cause skin rashes. Bacteria does. If bacteria is growing in the water, that means the hot tub hasn’t been sanitized properly.

A high quality hot tub is designed to provide years, even decades, of enjoyment. Over the years, your hot tub will naturally require some maintenance. Internal operating components like heaters and jet pumps are wearable mechanical parts that may eventually need to be repaired or replaced.Whether inside or outside your warranty period, the first step you should always take is to refer to the troubleshooting guide in your hot tub owner’s manual to determine whether you can solve the problem yourself. In some cases, what appears to be failure is really something as simple as a tripped breaker. Other problems can be addressed by performing routine owner tasks like cleaning your filters.

During your hot tub’s warranty period, only an authorized technician should perform needed repairs. Otherwise, you may void your warranty.

Request A Service

Could your hot tub use a service? Our trained experts will make sure your spa is running like new! We have factory parts in stock and years of experience fixing spas! From electrical to heaters and filters, we do it all. Click below to request a service and learn more.

Request A Service

Could your hot tub use a service? Our trained experts will make sure your spa is running like new! We have factory parts in stock and years of experience fixing spas! From electrical to heaters and filters, we do it all. Click below to request a service and learn more.

Video Guides

How To Add Chemicals To Your Spa

How To Clean Tri-X Filters

Finding A Spa's Serial Number

How To Use The Cover Cradle II

Find Your Service Manual

Lost your hot tub’s service manual? No worries, they are free and easy to download. Choose your hot tub brand below to get started.

Hot Tub Accessories

Many of our high efficiency gas fireplaces give you the most burn for your buck. Our high BTU units will heat your home quickly; however, due to our excellent turndown ratios, the heat output drops down to provide proper heat, which also lowers your operation costs.

Yes, you can install a TV above all of our gas fireplace models. We recommend using our optional CoolSmart TV Wall™ Kit, which reduces the temperature of the wall and allows you to lower the minimum distance above the fireplace to safely install a TV (either mounted or in a recess pocket). Your professional dealer can help you in determining the correct method that will work best for your installation needs.

We offer an array of gas fireplace models to accommodate any of your heating desires, from zonal heating to whole house heating. Our optional Power Heat Duct Kit gives you the ability to redirect up to 50% of the heat from your fireplace to one or two additional rooms in your home within 20 feet of your fireplace!

Yes! All of our gas fireplaces have a battery back-up and can operate during a power outage.

No. Our gas inserts are designed as complete, efficient home heating appliances. Gas logs are used for decorative purposes and are not designed to heat your home.

An electrical cord/power is required to operate our efficient convection fans and decorative Accent Lights on our gas inserts; however, it can be hidden out of sight by being routed in your fireplace with our exclusive tested and approved UL Wiring Kit.



All Fireplace Xtrordinair® gas insert models are designed to provide optimal convective heat with or without the use of the standard fan. We find our customers prefer the quiet, immediate heat transfer of the fan that can be operated from the comfort of your favorite chair with our GreenSmart® Deluxe Remote.



Our gas inserts are sealed, direct vent heating appliances that utilize outside combustion air for greater efficiency and have less exhaust leaving, so draft is ensured with a liner. Learn more.


We offer both our exclusive Positive Pressure system and Natural Convection wood burning fireplaces! Positive Pressure, or Posi-Pressure draws outside air into the cavity around the firebox and heats it, then circulates it throughout the home and seeks out cold spaces, warming your entire home. Natural Convection pulls room air from below the fireplace, heating the air as it is channeled around the firebox and distributing it back into your room through the convection chamber to evenly heat your home.

Please note: Our exclusive GreenStart™ Igniter is an available option with our Apex wood fireplace models.

Our zero clearance wood fireplaces are clean-burning EPA certified home heaters. They are all sealed appliances that pull all of their combustion air from outside, so you are not using your heated air from inside for combustion. And in many cases, installing a zero clearance wood fireplace is half the cost of installing an open masonry fireplace.



Yes! We feature a variety of beautiful, handcrafted mantels from our Custom Shop Collection that can be installed safely above our fireplaces. These non-combustible mantels are available in multiple styles and sizes.



All of our wood fireplaces feature catalytic technology. Our state of the art catalytic technology allows our large capacity wood fireplaces to produce highly efficient, clean fires in all burn settings. This bulletproof technology achieves roaring fires with super-long burn times and very high BTUs, making it the perfect system for our powerhouse home heaters.


Our inserts feature a bypass damper, which allows you to have a larger exhaust opening for smoke to exit through the chimney rather than into your room. Our GreenStart™ Igniter option also allows you to start your fire with the push of a button, establishing a strong draft and preventing smoky startups and smoke spillage!


Yes, and even better! Our Flush Wood Hybrid-Fyre® Inserts are excellent heaters. Their flush appearance gives you a clean, finished look that resembles a wood fireplace and allows for more room on the hearth, while their convection chamber delivers air efficiently throughout your home.

Yes. All of our wood insert models feature the award-winning Hybrid-Fyre® technology. Hybrid-Fyre® is the most efficient wood burning technology in the world! This patented technology highlights the strengths of both catalytic and non-catalytic technologies to create an advanced combustion system that burns less wood to generate the greatest heat output.

Testing the moisture level in your wood is a crucial, yet often ignored step when burning wood fires. Wet wood creates excessive smoke and moisture in the firebox, whereas dry wood allows for a hotter, more efficient burn. Fireplace Xtrordinair® includes a FREE MOISTURE METER with every wood model so you can ensure you are burning dry wood and getting the highest performance out of your appliance. Simply split your wood and use your moisture meter to test it out!