Bettertap™Support
Troubleshooting & self-help
Type what you're seeing and we'll take you straight to the fix — most issues clear in a minute or two.
Water taste & flow
How the water pours and tastes.
A just-fitted MAZE can carry a faint, harmless edge for the first day or two as it settles into your water. Flush it through and it clears.
- Run cold water continuously for about three minutes to rinse the fresh media.
- Pour off and discard the first few glasses rather than drinking them straight away.
- Keep using the system normally — the taste typically evens out within 24 to 48 hours.
- If anything still seems off after two days, confirm the filter is seated fully and try one more flush.
Cloudiness is almost always tiny air bubbles, not a fault. Left to stand, the glass clears from the bottom up.
- Fill a clear glass and let it rest on the counter for a minute or two.
- Watch whether it clears from the bottom upward — that confirms dissolved air, which is harmless.
- Dispense a few extra cups to clear trapped air after a filter change or a period of no use.
- If the water stays hazy after standing, fit a fresh MAZE filter and flush it through.
A weaker stream usually points to a tired filter or a partly closed supply rather than the unit itself.
- Check that the under-counter supply valve is turned fully open.
- Note how long the MAZE has been in use — flow tapers as it nears the end of its life.
- Swap in a fresh MAZE filter if yours is near or past its replacement point, then flush it.
- Make sure the supply line isn't kinked or pinched where it routes beneath the counter.
Harmless fine carbon dust can shed from a brand-new filter. A short flush clears it for good.
- Run cold water for two to three minutes to wash out any loose media.
- Discard those first cups instead of drinking them.
- If specks keep appearing after a thorough flush, reseat the MAZE filter and rinse again.
- Persistent specks after reseating mean it's time for a replacement filter.
That scent is incoming municipal chlorine. A working MAZE reduces it — so a stronger smell usually means the filter needs attention.
- Dispense a fresh glass and smell it after the line has had a chance to clear.
- Check how long the current MAZE has been fitted.
- Replace the filter if it's near the end of its cycle, then flush it through.
- If a new, flushed filter still lets the smell through, get in touch so we can help.
Temperature & dispensing
Hot, cold and everything between.
The heater needs a short window to reach temperature, and a back-to-back pour can briefly outrun it.
- Give the unit a few minutes after switch-on or after a long idle period to heat up.
- Avoid drawing several large hot pours one after another — pause to let it recover.
- Open the hot setting in the app or on the panel and confirm it's at your preferred level.
- If it still runs lukewarm after a full warm-up, reach out for a closer look.
The chiller also needs time to build a chilled reserve, especially after install or heavy use.
- Allow a couple of hours after first switch-on for the cold tank to chill fully.
- Space out large cold pours so the reserve can recover between them.
- Confirm the cold setting in the app or on the panel is set to your liking.
- Make sure nothing is crowding the vents and trapping heat around the unit.
When nothing pours, the cause is nearly always the supply, the power, or an active child lock.
- Confirm the unit is powered on and the panel is lit.
- Check that the under-counter supply valve is fully open.
- See whether the child lock is engaged — release it before trying a hot pour.
- Cycle the power off and on, wait a moment, then try a cold pour first.
- If there's still no water, get in touch and we'll help you diagnose it.
A pour that cuts short usually means a safety timeout has kicked in or the supply briefly dipped.
- Release the dispense control, pause a few seconds, then start a fresh pour.
- For large fills, dispense in shorter bursts rather than one long continuous draw.
- Confirm the supply valve is fully open so the unit isn't starved of water.
- If pours keep cutting out, note any panel light and contact us.
The child lock guards hot dispensing on purpose, so it asks for a deliberate action to clear.
- Press and hold the lock control for the full prompt rather than a quick tap.
- Watch the panel for the indicator to confirm the lock has cleared before pouring.
- You can also toggle the lock from the app if the panel isn't responding.
- If it stays locked, power the unit off and on, then try the hold again.
Filter & UV maintenance
The MAZE filter and UV lamp.
This prompt tracks your filter's working life so you always pour through fresh media. Swapping it takes a minute.
- Have a fresh MAZE filter ready before you begin.
- Lift out the spent cartridge and seat the new one until it locks into place.
- Run cold water for two to three minutes to flush and prime the fresh filter.
- Reset the filter reminder in the app so the next cycle is timed correctly.
- For the full walkthrough, see our step-by-step guide.
A filter that won't sit right is usually slightly out of alignment or has a cap still on it.
- Remove any protective cap or wrap from the new cartridge before fitting.
- Line up the filter with the housing guides and press firmly until it locks.
- Give it a gentle tug to confirm it's secure and won't lift out.
- Run a short flush and check around the housing for any drips.
The UV lamp keeps stored water fresh between pours, so it's replaced on a yearly schedule.
- Order a genuine BetterTap UV lamp if you don't already have one on hand.
- Power the unit down before opening the lamp compartment.
- Fit the replacement lamp as shown, handling it by the ends only.
- Restore power and reset the UV reminder so the next year is tracked.
- See the UV lamp guide for the full sequence.
If the indicator lingers, the lamp usually needs reseating or the reminder needs a manual reset.
- Power the unit off and confirm the lamp is pushed fully into its socket.
- Check the lamp is a genuine BetterTap part — others may not register correctly.
- Restore power and manually reset the UV reminder in the app.
- If the indicator still won't clear, get in touch with the details.
Power & errors
Lights, power and alerts.
No power almost always traces back to the outlet, the plug, or a tripped circuit rather than the unit.
- Confirm the plug is fully seated in the wall outlet.
- Test that outlet with another small appliance to be sure it's live.
- Check your home's breaker panel for a tripped circuit and reset it if needed.
- If the outlet works but the unit stays dark, reach out for service.
A warning light is the system asking for a small bit of attention. A power cycle clears most of them.
- Note the color and pattern of the light — steady or blinking — before doing anything.
- Power the unit off, wait about thirty seconds, then power it back on.
- Check whether a filter or UV reminder is the cause and clear it if so.
- If the warning returns, share the light pattern with us and we'll guide you.
After an outage the system simply needs a moment to come back and may ask you to confirm a few preferences.
- Wait a minute for the unit to finish powering back up after the supply returns.
- Check your hot and cold temperature settings and adjust if they've reset.
- Allow time for the cold reserve to chill and the heater to reach temperature again.
- Reconnect in the app if it asks you to confirm the link.
App & connectivity
The app and your connection.
A failed pairing is usually a network or proximity hiccup, not a fault with either device.
- Keep your phone close to the unit while you set up the link.
- Confirm your phone and the unit are on the same home Wi-Fi network.
- Make sure you're joining a 2.4 GHz network rather than a 5 GHz one.
- Close and reopen the app, then start the pairing again.
- If it still won't link, restart your router and retry.
Intermittent drops usually come down to a weak signal where the unit sits or an app that needs refreshing.
- Check the Wi-Fi signal strength in the kitchen where the unit lives.
- Move your router closer or add a mesh point if the corner is a dead spot.
- Update the app to the latest version from your app store.
- Remove and re-add the unit in the app to refresh the pairing.
When a change doesn't show up, the app and unit just need a moment to reconnect and refresh.
- Confirm the unit is online and showing as connected in the app.
- Pull to refresh, or close and reopen the app to force a sync.
- Check your phone has a working internet connection.
- Re-enter the setting once the unit shows as connected again.
Leaks
Drips, pooling and moisture.
A puddle deserves a quick, calm response. Stopping the supply first keeps a small drip from becoming a bigger one.
- Turn off the under-counter supply valve to stop the water at the source.
- Wipe the area dry so you can see exactly where the moisture is coming from.
- Check the connections behind and beneath the unit for an obvious loose fitting.
- Reopen the valve slowly and watch whether the drip returns.
- If it keeps leaking, leave the valve closed and contact us right away.
A small leak right after a filter swap nearly always means the cartridge isn't quite seated.
- Confirm the new filter is pressed fully home and locked into the housing.
- Check that no old seal or packaging is left in the housing.
- Wipe the area dry and run a short flush, watching for fresh drips.
- If it still seeps, reseat the filter once more and re-check.
The drip tray catches the small splashes of everyday use and simply needs emptying now and then.
- Lift the drip tray clear and empty it.
- Rinse and dry it, then slide it back into place.
- Empty it more often if you fill large bottles and pots regularly.
- If it fills with no dispensing at all, close the supply valve and get in touch.
Still need help?
We're happy to take it from here.
If the steps above didn't sort it, our team will. Reach us whichever way suits you.
Call (646) 386-1427 • WhatsApp us • Email hello@bettertap.com