ION Bottleless Water Cooler Troubleshooting FAQ

Natural Choice strives for excellence in everything we do.  On occasion, however, you may experience a problem that requires Technical Support.

Please take the time to locate the different support sections that Natural Choice has available, or do not hesitate to contact us directly.

How do I know if the filter needs to be changed?

If you have an ION, the PureAlert™ Filter Timer automatically indicates when the filter needs changing after 1,500 gallons or 1 year, whichever comes first. You'll see that 2 LED's below the Touch Panel are solid RED.  After changing the filter, be sure to press the Filter Reset button located just above the filter. Hold this button until you hear a long beep.

Important! Even if the LED's are Green and you change the filter every year, be sure to press the Filter Reset button until you hear the beep. This audible beep confirms that the PureAlert™ Filter Timer has been reset back to zero.

How much space is required for the ION and Base Cabinet?

Dimensions for the ION and SlimLine cabinet are shown in the Roughing In Guide (PDF).

I don’t remember who sold or rented us the cooler. How do I get service?

Natural Choice has factory authorized dealers located in most parts of the USA, Canada, and certain international markets. Call us at 1-800-547-7726 and we can help locate a dealer or service resource near you.

My water cooler isn’t working. How can I get help?

If you are leasing or renting the ION Bottleless Water Cooler from an authorized Natural Choice dealer, contact that dealer and they will help you. When the ION is being rented or leased, repairs are commonly included at no charge. If you are unsure of your dealer, just call us at 815-874-4444. Another option is to review basic service procedures in Basic Service Videos.

The water from the ION isn’t cold. What can I do?

Every ION Filtered Water Cooler is equipped with the energy-saving SleepMode™ feature, which automatically turns off the refrigeration system when the room is dark (e.g. on evenings and weekends). Make sure the room where the ION is located is well lit. If not, you may need to program the SleepMode™ feature OFF. This is easily done by referring to the Owner’s Manual (PDF) or contacting Technical Support at 800.547.7726. Another option is to review basic service procedures in Basic Service Videos.

The water from the ION isn’t hot. What can I do?

This can be caused by the SleepMode™ feature which turns down the temperature of the hot water to 135ºF when the room is dark (e.g. on evenings and weekends). If the ION is located in a room where the lights are turned ON and OFF throughout the day, you'll need to program the SleepMode™ feature OFF. This is easily done by referring to the Owner’s Manual (PDF) or contacting Technical Support at 800.547.7726. Another option is to review basic service procedures in Basic Service Videos.

The water isn’t dispensing. How do we fix this problem?

If you press on the Touch Panel and don't hear any "clicking" noise (which indicates the valves are opening and allowing water to pass through the ION), then the Touch Panel may require replacement. When cleaning the ION, be careful to keep water away from the Touch Panel area and also avoid detergents—clean the ION with mild soap and a damp towel. Moisture can damage the Touch Panel and require more frequent replacement.

There was a power outage and now the ION isn’t working.

If the ION has 2 blinking Orange lights and does not dispense water, try pressing the following sequence of buttons on the Touch Panel:

  1. Press the cold water button on the Touch Panel.
  2. Press the far left button on the Touch Panel (either ION logo or Hot Safety button depending on your model).
  3. Press the hot water button (for models with Hot Water).
  4. Press the far left button one more time.

Which cups fit the cup dispenser?

The SlimLine™ Cabinet is designed to hold a variety of 7 oz cups. These cup styles and manufacturers are listed in the SlimLine™ Brochure (PDF).

Why are the LED lights blinking? What do they mean?

The LED lights can indicate a problem with the ION. Review these LED combinations and their meaning.

Customer Service
800.547.7726