Tell us whether you made one normal reset and what happened afterward.
Visit our showroom Owner guide · Troubleshooting
Before You
Request Service
A few details up front can help us understand what’s happening and determine the next step more efficiently.
Submit what you have. Unknown information is not a barrier to service—Omaha Hot Tubs can help with the rest.
What to have ready
The Details That
Help Us Start
Gather what is readily available. You do not need to delay your request while searching for a detail you cannot find.
- 01Spa brand
- 02Spa model
- 03Serial number
- 04Approximate purchase or installation date
- 05Error code or message
- 06Short description of the problem
- 07When the issue started
- 08Whether the spa is heating
- 09Whether pumps or circulation are operating
- 10Whether the issue is constant or intermittent
- 11Troubleshooting already tried
Identify your spa
Where to Find Your
Model & Serial Number
Location can vary by spa series and model year.
Current Sundance documentation shows the serial nameplate along the lower equipment side of the spa, and Sundance identifies model and serial information on a silver plate in the equipment bay for some models.
Look only for information that is readily visible on the lower cabinet or equipment side. Do not remove cabinet panels just to complete a service request. If you cannot locate the label, contact Omaha Hot Tubs and we’ll help you identify what you need.
Describe what you observe
Symptoms Help More
Than a Guess
Tell us what you see, hear, or feel from normal owner-level observation. You do not need to identify the failed component.
Helpful wording“The spa is not heating.”Instead of: “The heater is bad.”
- What the spa is doing—and what it is not doing
- Any error message or code on the control panel
- Whether the problem began suddenly or gradually
- Whether it happens constantly or only sometimes
- Whether the spa is still heating
- Whether the pumps, jets, or circulation are working
- Anything that changed shortly before the problem began
What have you already tried?
Help Us Avoid
Repeating Steps
Let us know what you have already tried so we can avoid repeating steps unnecessarily.
Note whether the water was at its normal operating level.
Tell us whether the filter was inspected, rinsed, or recently replaced.
List any flow troubleshooting or other Omaha Hot Tubs steps already completed.
Do not attempt a new internal repair merely to complete this section.
Before you submit
Safe Checks,
Nothing Internal
These quick observations can make the request more useful without opening the equipment compartment or handling internal components.
- Verify the spa is at its normal water level.
- Check the filter condition.
- Note any error code or message.
- Confirm whether the spa is heating.
- Confirm whether pumps or circulation are operating.
Flow-related issue?
Use the Existing
Flow Guide First
For a flow error, use the existing guide for water-level, filter, and circulation-related checks. This page does not duplicate that process.
View Flow Error TroubleshootingPhotos, video & warranty
Useful Context,
Shared After Review
Photos or video
The current service form does not accept direct uploads. Omaha Hot Tubs may ask you to send photos or video by text after reviewing your request.
- Control-panel error message
- Visible leak or affected area
- Unusual water movement
- Model or serial label, if needed
Warranty questions
If you think the issue may be warranty-related, mention that in your request. Omaha Hot Tubs will help determine the appropriate next step. You do not need to decide coverage before asking for help.
Official Sundance Warranty ResourceQuick service-request checklist
Before You
Submit
Use this as a final review—not as a list of requirements. If something is unknown or unavailable, submit what you have.
- 01Model and serial number, if available
- 02Error code or message
- 03Description of the problem
- 04When the issue started
- 05Heating status
- 06Pump or circulation status
- 07Troubleshooting already tried
- 08Photos or video ready if requested
- 09Warranty concern noted, if applicable
Ready for the next step?
Send What
You Know
We’ll review your request and contact you to discuss next steps and scheduling.
Omaha Hot Tubs primarily supports Sundance spas. Select Pinnacle or Premium Leisure spas previously sold by Omaha Hot Tubs may be assessed individually.Related owner resources
Continue With
The Right Resource
Troubleshooting PDFFlow Error HelpWater-level, filter, and circulation checks. Everyday careFilter CareInspect, clean, and replace spa filters. Urgent seasonal guidanceCold Weather HelpSafe first steps when heat or power is lost. Everyday careMaintenance BasicsReturn to a normal ownership routine. Owner libraryAll Owner GuidesBrowse every available guide. Repair coordinationService & SupportOpen the existing secure request form.