Need to pay your bill?

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Query about a bill you've received?

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Please complete the details below, giving us the previous and new purchase order information and we will update your account information accordingly.

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If you believe you have been overcharged on a bill, please contact us urgently on 0333 323 2796.

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If you'd prefer to pay your bills via Direct Debit, please complete our online direct debit signup form. Alternatively you can call us on 0333 323 2797.

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If you're having difficulties or issues using our ebilling system, please complete your details below and a member of our team will be in touch.

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If you can't find the answer to your query please complete your details below along with the details of your query and a member of our team will contact you.

Need to order more water?

Please complete your details below, along with details on how much water you'd like to order and one of our water experts will contact you to confirm delivery.

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Need another cooler?

Please complete your details below and one of our water experts will contact you to discuss your options.

When will my order arrive?

If you are unsure when your order will arrive, please complete your details below and one of our water experts will contact you.

Want to arrange a sanitisation service?

If you'd like to request a sanitisation service outside of your regular service, please complete your details below and one of our water experts will contact you.

Moving things around?

If you have a bottled water cooler then it's very likely you can simply move it to a new location. If however you are unsure or have a mains-fed water cooler them we will need to arrange a site survey for you. If you think this maybe required please complete your details below and one of our water experts will contact you.

Not sure when your site survey is taking place?

If you are unsure when your site survey is due to take place, please complete your details below and one of our water experts will contact you.

When is my cooler being installed?

If you are unsure when your cooler is due to be installed, please complete your details below and one of our water experts will contact you.

Want to order accessories for your cooler?

Please complete your details below, along with what you want to order and one of our water experts will contact you. If you need further product information or you're unsure what you need, view all of our available water cooler accessories.

Need proof of delivery?

If you require proof of delivery of an order please complete your details below and one of our team will contact you.

Something else?

If you can't find the answer to your query please complete your details below along with the details of your query and a member of our team will contact you.

Not chilling?

If your bottled water cooler doesn't appear to be chilling correctly please try the following:

Initial Checks

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The machine may need time to re-chill if it has had a high volume of usage

If the above hasn't resolved the issue, the following steps can be done

1. Switch the power off at the wall and safely remove the plug
2. You will then need to disconnect the power lead located at the bottom of the unit (usually found on the bottom left hand side)
3. Reconnect all leads and ensure that the power lead at the back of the unit is firmly in place as this can sometimes come loose
4. Leave the cooler for 30-45 minutes for the tank to re-chill

If the above hasn't resolved the issue, please complete our Service Request form below and one of our water experts will contact you to arrange an engineers visit.

Not heating?

If your bottled water cooler doesn't appear to be heating correctly please try the following:

Initial Checks

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The machine may need time to re-heat if it has had a high volume of usage

If the above hasn't resolved the issue, the following steps can be done

1. Switch the power off at the wall and safely remove the plug
2. You will then need to disconnect the power lead located at the bottom of the unit (usually found on the bottom left hand side)
3. Reconnect all leads and ensure that the power lead at the back of the unit is firmly in place as this can sometimes come loose
4. Leave the cooler for 30-45 minutes for the tank to re-heat

If the above hasn't resolved the issue, please complete our Service Request form and one of our water experts will contact you.

Not dispensing?

If your bottled water cooler doesn't appear to be dispensing correctly please try the following:

1. Remove the bottle. (Before removing, check that the blue valve on the bottle is not floating in the water. If it is, you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage)
2. Once the bottle is removed, dry around the neck of the machine with a cloth or towel to get rid of any excess water
3. Drain the taps until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
4. Once the above is complete, replace the bottle on the unit and leave to chill/reheat for 30-45 minutes. (If the blue valve is floating in the water, you will would need to use a fresh bottle of water)

If the above hasn't resolved the issue, please complete our Service Request form below and one of our water experts will contact you to arrange an engineers visit.

Cooler Leaking?

If your bottled water cooler appears to be leaking please check the following:

Is anything floating in the bottle? i.e. blue valve

If yes, the bottle is faulty and will need removing and replacing (you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage)

Are there any holes or cracks in the water bottle?

If yes, the bottle is faulty and will need removing and replacing (you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage)

Is there anything leaking from the taps?

If yes and your cooler is a bottle-fed glacier, the taps can be turned clockwise gently where the lever connects to the top of the tap. This will tighten the tap back up and on most occasions, will stop the leak. If your cooler is not a bottle-fed glacier the machine will need to be isolated, using the steps below prior to completing our Service Request form to arrange an engineers visit.

Isolating a Bottled Machine

1. Remove the bottle of water. (If the blue valve is floating in the bottle you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage)
2. Drain the taps until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
3. Switch the machine off at plug until the engineer arrives

Is the drip tray full?

If yes, gently remove the drip tray and empty into the nearest sink, being careful not spill any water.

If you've checked the machine and are still experiencing issues, please complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Water tasting funny?

If the water being dispensed from your bottled water cooler is tasting funny you will need to complete our Service Request form and one of our water experts will contact you to arrange an engineers visit. Alternatively please call us on 0333 323 2797 to speak to a member of our team.

Water bottle turned green?

If the bottle for your bottled water cooler has turned green please call us on 0333 323 2797 to speak to a member of our team.

Faulty bottles?

If you have a faulty water cooler bottle please call us on 0333 323 2797 to speak to a member of our team.

Machine infestation?

If you think there may be an infestation in your machine, please call us on 0333 323 2797 to speak to a member of our team.

Machine contamination?

If you think that your machine has become contaminated, please call us on 0333 323 2797 to speak to a member of our team.

Something else?

If the issue with your Bottled water machine isn't listed or if you're still having problems complete our Service Request form and one of our water experts will contact you to arrange an engineer visit.

Not chilling?

If your Cerise water cooler doesn't appear to be chilling water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The machine may need time to re-chill if it has had a high volume of usage

If this has not resolved the issue, please complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Not heating?

If your Cerise water cooler doesn't appear to be heating correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The machine may need time to re-heat if it has had a high volume of usage
3. Double check that the hot switch is turned on. This is located behind the lift up panel at the front of the machine

If the above hasn't resolved the issue, please complete our Service Request form below and one of our water experts will contact you to arrange an engineer visit.

Not dispensing?

If your Cerise water cooler doesn't appear to be dispensing correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Is the hydration pack empty? If yes, change the hydration pack for a fresh pack.
3. Can you hear the pump when operating the tap? If yes, you will need to check the feed tube is fully connected to the plunger and that the plunger is fully inserted in to the hydration pack

If the above hasn't resolved the issue, please complete our Service Request form below and one of our water experts will contact you to arrange an engineer visit.

Cooler Leaking?

If your Cerise water cooler appears to be leaking please try the following:

Is the drip tray full?

If yes, gently remove the drip tray and empty into the nearest sink, being careful not spill any water

Has any water been spilt whilst changing the hydration pack?

If yes, ensure all spilt water is dried up

If the above do not resolve the issue, the machine will need to be isolated, using the steps below prior to completing our Service Request form below to arrange an engineers visit.

Isolating a Cerise Machine

1. Remove the Hydration Pack from within the machine and dispose of it
2. Drain the taps until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
3. Switch the machine off at plug until the engineer arrives.

Water tasting funny?

If the water being dispensed from your Cerise water cooler is tasting funny you will need to complete our Service Request form and one of our water experts will contact you to arrange an engineers visit. Alternatively please call us on 0333 323 2797 to speak to a member of our team.

Machine infestation?

If you have a faulty water cooler bottle please call us on 0333 323 2797 to speak to a member of our team.

Machine contamination?

If you think that your machine has become contaminated, please call us on 0333 323 2797 to speak to a member of our team.

Something else?

If the issue with your Cerise water cooler isn't listed or if you're still having problems complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Not Chilling?

If your Mains-Fed water cooler doesn't appear to be chilling water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The machine may need time to rechill if it has had a high volume of usage
3. Ensure the compressor switch is turned on. If it is not, this should be turned on, you will then need to allow 15-20 minutes for the internal tank to chill
4. If the unit is in a high temperature room this may affect the temperature of the water, if this is the case, the machine will need relocating

If this has not resolved the issue, please complete our Service Request form and one of our water experts will contact you to arrange an engineers visit

Not heating?

If your mains-fed water cooler doesn't appear to be heating correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Ensure that the hot switch is switched to the on position Note: on WL3 and WL4 machines, there is a power switch plus a compressor/heat switch, both must be switched on)
3. Check that the machine has not been overused. The machine may need time to re-heat if it has had a high volume of usage
4. If your machine dispenses hot water throughout the day but not first thing in the morning, it may be in sleep mode. You will need to complete our Service Request form to arrange for an engineer to visit to resolve this.

If the above hasn't resolved the issue, please complete our Service Request form below and one of our water experts will contact you to arrange an engineer visit.

Not dispensing?

If your Mains-Fed water cooler doesn't appear to be dispensing water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The tank may need time to refill if it has had a high volume of usage
3. Ensure the mains water supply is running to the cooler, to do this follow the pipework from the back of the machine to the isolation valve. The valve should be in line with the pipework if water is running to the machine. If it is not in line, you can gently turn the valve until it is inline, you should then start to hear water filling the machine.

Note: If the machine in question is Glacier or Everest machine, there is an additional check that can be carried out. Lift the lid on the unit and locate a switch. If the button is red, you will need to slide this across to green, you should then begin to hear the water filling the machine. If the button will not slide fully from red to green then the button is faulty. If the button will slide to green fully, or the button is already green and is the machine is not dispensing you will need to complete our Service Request form to arrange for an engineer to visit..

If the above hasn't resolved the issue, please complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Cooler leaking?

If your Mains-Fed water cooler appears to be leaking please check the following:

Is there anything leaking from the taps?

Is there anything leaking from the taps?

Is the drip tray full?

If yes, gently remove the drip tray and empty into the nearest sink, being careful not spill any water.

Does your machine have an internal waste function?

Does your machine have an internal waste function?

Does your machine have an external waste function?

If yes, check the back of the machine to ensure the pipework is in place as it should be.

If this has not resolved the issue, you should isolate the machine (instructions below) and complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

To Isolate a Mains-Fed Machine

1. Follow the pipework at the back of the unit until you see the isolation valve. Turn the valve so that it is not in line with the pipework, this will shut off the water supply to your machine
2. Drain the taps until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
3. Switch the machine off at the wall until the engineer arrives.

Alarming or beeping?

If your Mains-Fed water cooler is alarming or beeping please try the following:

Does the machine have an internal waste function?

If yes, check that your internal waste bag, if it is full this will need to be emptied

Is the drip tray full?

If yes, gently remove the drip tray and empty into the nearest sink, being careful not spill any water

If the above hasn't resolved the issue, please complete our Service Request form below and one of our water experts will contact you to arrange an engineer visit.

Freezing?

If your Mains-Fed water cooler is dispensing frozen water or ice, the machines temperature may be set too cold.

You will need to complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Water tasting funny?

If the water being dispensed from your Mains-Fed water cooler is tasting funny you will need to complete our Service Request form below and one of our water experts will contact you to arrange an engineers visit. Alternatively please call us on 0333 323 2797 to speak to a member of our team.

Machine infestation?

If you think there may be an infestation in your machine, please call us on 0333 323 2797 to speak to a member of our team.

Machine contamination?

If you think that your machine has become contaminated, please call us on 0333 323 2797 to speak to a member of our team.

Something else?

If the issue with your mains-fed water cooler isn't listed or if you're still having problems complete our Service Request form below and one of our water experts will contact you to arrange an engineer visit.

Not heating?

Hot water from a Hot Water Boiler will typically be between 90-95 degrees.

If your Hot Water Boiler doesn't appear to be heating water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The machine may need time to re-heat if it has had a high volume of usage

If the above hasn't resolved the issue, please complete our Service Request form below and one of our water experts will contact you to arrange an engineer visit.

Not dispensing?

If your Hot Water Boiler doesn't appear to be dispensing water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Is the lever/tap or push button broken? If yes, you will need to isolate the machine (instructions below) to prevent any further leaks prior to completing our Service Request form to arrange an engineers visit.

To Isolate a Hot Water Boiler

1. Follow the pipework at the back of the unit until you see the isolation valve. Turn the valve so that it is not in line with the pipework, this will shut off the water supply to your machine
2. Drain the boiler until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
3. Switch the machine off at the wall until the engineer arrives.

Machine leaking?

If your Hot Water Boiler appears to be leaking please check the following:

Is the drip tray full?

If yes, gently remove the drip tray and empty into the nearest sink, being careful not spill any water

Is the drip tray inserted correctly in line with the boiler?

If no, this should be corrected. There is a condensation pipe that feeds from the boiler to the drip tray and if the drip tray is misaligned, it will mean that the condensation is not being caught anywhere and may leak out of the bottom

Is the lever/tap or push button broken?

If yes, you will need to isolate the machine (instructions below) to prevent any further leaks prior to completing our Service Request form to arrange an engineers visit.

If you've checked the machine and are still experiencing issues, you should isolate the machine (instructions below) and complete our Service Request form to arrange an engineers visit.

To Isolate a Hot Water Boiler

1. Follow the pipework at the back of the unit until you see the isolation valve. Turn the valve so that it is not in line with the pipework, this will shut off the water supply to your machine
2. Drain the boiler until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
3. Switch the machine off at the wall until the engineer arrives.

Boiler light flashing?

If the ready/power Hot Water Boiler light is flashing there is a fault with your hot water boiler and you will need to isolate the machine (instructions below) and complete our Service Request form to arrange an engineers visit.

To Isolate a Hot Water Boiler

1. Follow the pipework at the back of the unit until you see the isolation valve. Turn the valve so that it is not in line with the pipework, this will shut off the water supply to your machine
2. Drain the boiler until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
3. Switch the machine off at the wall until the engineer arrives.

Machine infestation?

If you think there may be an infestation in your machine, please call us on 0333 323 2797 to speak to a member of our team.

Machine contamination?

If you think that your machine has become contaminated, please call us on 0333 323 2797 to speak to a member of our team.

Something else?

If the issue with your hot water boiler isn't listed or if you're still having problems complete our Service Request form below and one of our water experts will contact you to arrange an engineer visit.

Not chilling?

If your Tap doesn't appear to be chilling water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The Tap’s Under-Counter unit may need time to re-chill if it has had a high volume of usage.

If this has not resolved the issue, please complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Not heating?

If your Tap doesn't appear to be heating water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Check that the machine has not been overused. The Tap’s Under-Counter Unit may need time to re-heat if it has had a high volume of usage.

If this has not resolved the issue, please complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Not dispensing?

If your Tap doesn't appear to be dispensing water correctly please try the following:

1. Double check that the machine is plugged in and switched on
2. Ensure the mains water supply is running to the machine, to do this follow the pipework from the back of the Tap’s Under-counter unit to the isolation valve. The valve should be in line with the pipework if water is running to the machine. If it is not in line, you can gently turn the valve until it is inline, you should then start to hear water filling the machine
3. Check whether the pipework from the back of your machine has a water blocker. If a lot of water has been drawn off at once this may have switched on. This can be reset by pressing the water blocker lever
4. If there is an LED display on the machine, double check whether it is displaying the source of the fault. If this is the case, call our team who will arrange an engineer to visit.

If the above hasn't resolved the issue, please complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.

Tap Leaking?

If your Tap or Under-Counter Machine appears to be leaking please check the following:

Is there anything leaking from the tap?

If yes, you will need to isolate the machine (instructions below) to prevent any further leaks prior to completing our Service Request form to arrange an engineers visit.

Is the drip tray full?

If yes, gently remove the drip tray and empty into the nearest sink, being careful not to spill any water

Does your tap have an external waste function?

If yes, check the back of the machine to ensure the pipework is in place as it should be. If you've checked the Tap and Under counter machine and are still experiencing issues, you should isolate the machine (instructions below) and complete our Service Request form to arrange an engineers visit.

To Isolate a Tap and Under-Counter Machine

1. Follow the pipework at the back of Under-Counter machine until you see the isolation valve. Turn the valve so that it is not in line with the pipework, this will shut off the water supply to your tap and Under-Counter machine.
2. Drain the machine until the internal tank is empty (Open the taps as if you were dispensing cups of water until nothing else will come out)
3. Switch the machine off at the wall until the engineer arrives

Water tasting funny?

If the water being dispensed from your tap is tasting funny you will need to complete our Service Request form and one of our water experts will contact you to arrange an engineers visit. Alternatively please call us on 0333 323 2797 to speak to a member of our team.

Contamination?

If you think that your Tap or Under counter machine has become contaminated, please call us on 0333 323 2797 to speak to a member of our team.

Something else?

If the issue with your tap isn't listed or if you're still having problems complete our Service Request form and one of our water experts will contact you to arrange an engineers visit.