If your walk-in tub will not drain, drains very slowly, or the water just sits with the drain open, the first thing to check is whether the stopper is actually lifting. Ella drains are gravity driven with no pump, and an average size tub empties in about 80 seconds under ideal house plumbing, so when a dual drain tub takes 54 minutes to drain, or a Capri drained fine two months ago and now nothing moves, either the stopper is not rising all the way (the handle stopped short, or the cable that lifts it has stretched or broken) or the house drain behind the tub cannot carry the water away. Turn each handle fully open and watch the chrome plug, and you will usually know which one it is. The full walkthrough lives in tub drains slowly, will not drain, or loses water.

Likely Causes

• A drain handle that is not turned all the way open, so the stopper lifts only part way.
• A stretched or broken drain cable: the handle turns, the stopper stays down, and the drain looks stuck in place.
• A restricted house drain, trap or vent; the tub only releases water as fast as the house plumbing accepts it.
• A house connection with many elbows or only some ports connected; a Y fitting with fewer elbows drains better than a T.
• A stopper set too low on its stem so it barely rises when opened.

What to Check, in Order

1. Turn each drain handle fully open until it stops (clockwise on the cable dial tubs), and check both handles. On Transfer tubs the extension handle pointing up means open; Standard, Zen and Flow tubs use a chain operated plug you lift by hand.
2. Watch the stopper while you turn the handle. If it stays down or barely moves, the cable or the plug height is the problem, not the plumbing. Please never push, nudge or hold a stopper with your foot.
3. Compare the two drains. If one side drains and the other does not, that side's cable or stem is the suspect; see replacing and adjusting the drain cable. If both stoppers are up and both sides drain slowly, look to the house plumbing.
4. Have a plumber confirm the house drain flows freely and is vented. The drains sit on the opposite side from the door, so a right door tub has its drains on the left.
5. Ask your installer how the house connection was made. All four ports connected gives the fastest drain, and a Y fitting beats a T; the options are in drain configurations for the house drain.
6. If the cable is at fault, it is a replaceable part reached through the front access panels without pulling the tub.

When to Open a Ticket

If the stopper will not lift with the handle fully open, or both drains are open and the tub still crawls, contact your Ella dealer or the team at (800) 480-6850, or open a ticket at ellasbubbles.com/support with your model and serial number, a short video of the handle being turned while you watch the stopper, and a photo of the house drain connection behind the access panel. The team confirms the cause from what you send.

Common Questions