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What Should I Check Before Filing a Walk-In Tub Warranty Claim?

Updated September 2026

▶Glossary7
  1. Three Checks That Save Days of Waiting
  2. What to Gather If the Problem Is Real
  3. What Happens After Verification
  4. If the Warranty Was Never Activated
  5. Related Guides
  6. Related Videos
  7. Common Questions

Before you file a warranty claim, rule out three things that look like defects but are normal: the air system's Auto Purge, the quiet hum of the ozone sterilization system, and a pump cord or push-button air tube that has simply come loose. If the symptom remains, gather photos, a short description and your serial number and open a ticket at ellasbubbles.com/support or call (800) 480-6850. The full filing process is in How do I start a warranty claim for my Ella walk-in tub?.

Three Checks That Save Days of Waiting

  • Auto Purge. About 20 minutes after you turn the air massage pump off, the air system starts on its own and runs for 120 seconds. It is completely normal, even if it starts while you are still in the tub. Understanding the Auto-Purge cleaning cycle explains it in detail.
  • Ozone hum. A light humming noise with nothing visibly running is usually the ozone sterilization system, which hums quietly when it runs by itself. No claim is needed.
  • Cords and air tubes. If one massage system is not running, pull the magnetic access panel and check that its pump cord is plugged in and that the push button's air tube is seated on the control box. Check both before filing.

What to Gather If the Problem Is Real

Find your serial number on the label behind the magnetic access panel next to the door, and photograph the label while the panel is off. Your model number, SKU or UPC is on your proposal, invoice or order confirmation. Take clear photos of the defective part and, if it helps, a short video of the symptom. Write a short description of what happens, when it started and which control or component is involved. Then open a ticket or call, and include your contact and shipping details and where you purchased. Photos and a description are required for verification, so having them ready is the fastest path to a shipped part.

What Happens After Verification

The team reviews the photos and description, and may ask a question or two or suggest a quick check. Once the defect or malfunction is verified, the replacement part ships to the original customer's address without charge, and delivery depends on parts availability and your location. Labor, installation and removal costs are not included, and neither is water damage to structures or property. Ella does not send technicians. Your own licensed plumber or electrician installs the part, with free lifetime technical support from Ella's Bubbles by phone, email or live video. For the thermostatic control valve, removal and cleaning should only be done by a licensed and insured contractor or plumber. What the Lifetime Limited Warranty covers has the full coverage table.

If the Warranty Was Never Activated

Activation is required to put the warranty in force, but there is no published deadline. The form is completed and signed by both the customer and the installer and returned with a copy of the sales receipt at ellasbubbles.com/warranty-activation/. If it was never submitted, the team will ask for a copy of your invoice and send you the form as part of your claim rather than turning you away. Mention on the ticket that you have just activated so the team can confirm it was received.

Chapters in this video
  1. 0:00 Air Massage Speed Control The video demonstrates how to control the three-speed air massage function on the walk-in tub.
  2. 0:23 Auto Purge System Explained The video explains how the auto purge system keeps the walk-in tub fresh and clean by blowing water out of the air pipes.
  3. 0:48 Auto Purge While Bathing The video addresses what happens if the auto purge system activates while someone is still in the tub.
Chapters in this video
  1. 0:00 Understanding Air Signal Connections The technician explains how the push control sends an air signal to the control box via an air tube.
  2. 0:51 Securing Control Box Connections The technician demonstrates how to firmly plug the air tube onto the nipple of the control box.
  3. 1:03 Checking The Button Connection The technician shows how to retrieve the button from its housing using a flat screwdriver.
  4. 1:21 Securing The Pump Connection The technician pulls out the black pump part and secures the connection with the lock nut and hose.
  5. 1:40 Reassembling The Button The technician puts the pump and button back in place, securing it with the chrome ring.

Common Questions

My tub started running by itself after I turned it off, is it broken? Probably not. The air system's Auto Purge starts about 20 minutes after the air pump is switched off and runs for 120 seconds. It is normal and no claim is needed.

Why does my tub hum when nothing seems to be running? That is usually the ozone sterilization system, which hums quietly when it runs on its own. It is working as designed.

One of my massage systems will not start, what should I check first? Pull the magnetic access panel and confirm the pump cord is plugged in and the push button's air tube is seated on the control box. If the system still will not run, photograph the part and open a ticket.

Does Ella send a technician to replace a warranty part? No. The part ships to the original customer's address at no charge after verification, and a local licensed plumber or electrician does the labor. Ella provides free lifetime technical support by phone, email or live video.

Can I file a claim if I never activated the warranty? Yes. The team will help you complete the activation form and ask for a copy of your invoice as part of the claim. Mention on the ticket that you have just activated.

Related guides

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