Ella installs a control button or switch only when the matching feature is built into the tub, so a missing switch almost always means the feature was not on the order placed with Ella. Support resolves this by pulling your order and reviewing photos of the tub in your bathroom against what was built. If a dealer or installer quoted a feature that never made it onto the order placed with Ella, the difference is resolved with that dealer.

Why There Is No Switch

Every feature on a walk-in tub has its own control, and a control is fitted only when the equipment behind it is installed. A tub with a single water button and no other controls was built as hydro-massage only. The pumps are fairly large components under the tub, along with a tank, so a small black fitting seen through the access panel is not a pump. The independent foot massage is a separate therapy package with its own control, so if it is not on your invoice the tub was built without it, no matter how similar the online videos look. What each button does helps you identify what your tub has.

How Support Confirms What Was Built

1. Have your serial number, invoice or order number ready. The serial label is behind the magnetic access panel beside the door.
2. Send photos of the control panel, the deck around the seat, and the underside of the tub through the access panel showing the pumps.
3. Support pulls the order and compares the photos with what the tub was built with.
4. If the feature is on the order and missing from the tub, the team handles it under the warranty. If the feature was never on the order, the team explains what the tub was built with and which options exist for it.

When a Dealer Quote and the Factory Order Differ

Some customers buy through a dealer or installer who provides a quote listing heated seats, LED lights and other options. What Ella builds is what appears on the order the dealer placed with Ella. If the dealer's quote promised a feature that is not on that order, the resolution is between you and the dealer, and Ella can confirm exactly what your tub shipped with to support that conversation. Customers who purchased from a retailer should read how support, parts and warranty work for retailer purchases.

Claims You May Hear That Are Not Accurate

The team has heard installers tell customers that Ella stopped offering the LED light because of leaks. That is not true. Ella has never dropped the light for that reason, and the LED chromatherapy light remains an available option. If the light is not on your tub, it was not on the order.

Adding the Feature Later

Some options can be added after delivery and others cannot. The heated seat and backrest is built in under the seat and back at the factory, while other upgrades depend on the model and the existing plumbing. See adding air jets, a heater or a heated seat later before assuming a feature can be installed in place.

Related Guides

• Heated Seat and Back Not Warming Up: Checking the Control Box LED and the Button Prongs
• Why Won't My Chromatherapy Light Turn On?
• Air Pump Whines or Stopped Working: Tests Before Replacement and How a New Pump Ships

Related Videos

Common Questions

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.