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A lot of pool equipment problems can be diagnosed on video: a pump that won't prime or loses prime, heater codes and heaters that won't fire, salt cell and chlorinator lights, Pentair, Hayward and Jandy error codes, variable-speed pump alarms, filter pressure, automation that won't respond, and cloudy or green water basics. If your issue needs hands-on work, we'll tell you and can connect you with a local pro.

Yes. In-ground and above-ground pools, and pools with an attached spa, all get the same one-way video call at the same prices. A tech walks you through the safe checks and tells you when it needs a pool tech, electrician or gas pro on site.

It's one-way video. Right after you book, we email you a secure link to our own video call page, plus a 6-character join code, from [email protected] (look for the email titled JOIN YOUR VIDEO CALL). At your appointment time, tap the link (or go to poolhelpline.com/join and enter your code), allow camera and microphone access, and point your phone at the equipment. The tech sees what your camera sees and talks you through it by voice. You can also send photos, files and messages in the call chat. We record the call's audio and a transcript, not the video, and the tech may save still snapshots from your camera, for example of a model label. No Zoom, FaceTime, or app download needed.

On purpose. The tech joins audio only so the call stays focused on your equipment. You don't need to watch a face on a small screen while you hold a phone over the pump. Just listen and follow along. It also keeps things simple and private on both ends.

No. The call runs in your phone's web browser (Safari or Chrome) from the secure link we email you (or by entering your join code at poolhelpline.com/join). It opens your rear camera by default, and you can switch cameras or turn on your flashlight where your phone supports it.

Usually just a smartphone with a good connection at the equipment pad, and sometimes a screwdriver to open an access panel (with the power off). A water test kit or strips help for water questions. If anything else would help, we'll let you know when you book.

The brand and model of the equipment you're calling about (on a label on the pump motor, filter tank, heater or salt cell), any code or light on the display, and a photo or short video of the problem. For water questions, your latest test results.

Some checks are safe for owners, like the water level, skimmer and pump baskets, the lid O-ring, valves, filter pressure, settings and water testing. Anything involving wiring, breakers, GFCIs, pool lights, gas or the inside of a heater should be done by a licensed electrician or qualified pool technician. Always turn the pump off and switch off the breaker before opening equipment, and relieve filter pressure before opening a filter. Never go in the water if you suspect an electrical problem. We only guide you through steps that are appropriate, and we'll stop the call if something looks unsafe.

Submit a free 'Find a Local Pro' request and we'll try to match you with a vetted contractor in your area.

Quick Fix is $49 for up to 15 minutes. Full Diagnostic is $89 for up to 30 minutes. Priority Fix is $139 for up to 30 minutes, with priority scheduling and a follow-up from our team with a parts quote if you need parts. No call runs longer than 30 minutes. You're paying for expert time; results depend on the equipment.

Yes, the Pool Helpline Promise. If your call doesn't leave you with a clear next step, whether that's a fix, a diagnosis, or the part or pro you need, email [email protected] within 7 days and we'll refund your call fee. No hoops. And if a part we sold you doesn't fix the problem, your follow-up call is half price. The refund covers one call per household per issue, and it doesn't apply when the call can't happen on the customer's end (for example, no camera access or no connection after we've tried). See our Terms of Service for details.

Yes. To cancel or reschedule, email [email protected]. Cancel at least 24 hours before your call for a full refund. You can reschedule for free up to 2 hours before your call. If you cancel less than 24 hours ahead, don't show up, or join more than 10 minutes late, the call counts as used and isn't refunded.

After you tell us about the problem on the booking page, you're taken to our Square booking page for the call type you chose. Tap Add, then Next, pick a time, and pay in full securely with Square. We never see or store your card number.

We connect you with the next available tech, same-day when possible (we can't promise an exact response time). The tech explains the diagnosis and next steps on the call, and if you need parts, you get a follow-up from our team with a parts quote.

Yes. Send us a part request with your equipment brand and model (a photo of the equipment label and the old part's sticker helps). We look up the correct OEM or compatible part and reply by email with price and availability. We'll confirm fitment and price with you before you pay.

We offer multiple shipping options depending on the part's availability (in stock, back order or special order), and your quote shows the options and timing. Parts ship once you approve your quote and pay, and we email you tracking. Because every part is sourced to your specific equipment, returns are reviewed case by case. Contact us before sending anything back. Electrical parts (motors, drives, boards, heater controls, power centers) and special-order items can't be returned once ordered. Parts carry the manufacturer's warranty only.

We help with all the major pool equipment brands, including Pentair, Hayward, Jandy and Zodiac, Raypak, Sta-Rite and Polaris, plus salt systems like Hayward AquaRite and Pentair IntelliChlor. If you're not sure what you have, send us a photo. Brand names are trademarks of their owners; we're independent and not affiliated with any manufacturer.