FAQs - all your questions answered

We understand nothing ever goes to plan so here’s some knowledge we’ve accumulated over the years that should help you out of most tricky situations

If there's a question we haven't answered for you here, please ask your local Sapphire Spa Retail Store or contact us directly

we're here to help

Filling your spa

Now that you're ready to fill your spa, make sure you read the instructions in your owner’s manual and fill the spa by removing the filter cartridges and placing the hose inside the skimmer box, instead of the foot well. This just ensures the pipework underneath the spa is full of water first, reducing the chance of you getting an airlock in the pumps.

Ensure your spa is filled to the correct water level, which is half way up the skimmer box as you can see here. You can find a copy of our owner’s manual and tips on filling your spa via the weblink listed below.


Bleeding the pumps to remove an airlock



Draining your spa

Please read below for instructions on draining our Sapphire Spas


Note: myHotTub / myGetaway & our Swim Spas have a different drainage procedure to the spa pool models

It is recommended to drain one third of your spa water every three months to refresh your system and maintain good, clean water again, but a full drain every 6 to 12 monthsThis will be determined by which sanitisation system your spa is fitted with and how often the spa is used. A water test from your local pool & spa store will tell you when its time to drain based on the total number of dissolved solids in the water which can make it difficult to maintain balance of the water and hamper the sanitiser effectiveness.

In order to drain your SPA POOL you will need to locate your drain valve / for myHotTub & SWIM SPAS a drain hose will be found within the cabinet so you will need to remove the appropriate cabinet door to access (remove screws with allen key provided & lift door then pull outwards at the base)




  1. Locate the drain/refill valve towards the base of your spa cabinet
  2. Remove the cap by unthreading counter-clockwise and fit the hose connector supplied
  3. Remove the cap to reveal the threaded connection.
  4. Pull to extend the threaded connector to open the valve which will release the water and drain through gravity feed
  5. Connect your hose and drain to a suitable area (use the water on your garden, it is advisable to allow the water to cool and ensure that no chemicals have been added for several days beforehand)
  6. The spa water will drain out through gravity feed only, so this may take several hours (ensure you run the water to an approved discharge area)
  7. Once the spa is emptied, remove the hose and push the valve back in to close then replace the cap
  8. TIP: FOR SPA POOLS - ONLY EMPTY TO THE TOP OF THE FOOTWELL to eliminate any airlocks within the plumbing






Locate the drain hose within the cabinet of your myHotTub spa pool then follow the instructions below



Locate the drain hose within the cabinet of your swim spa, then follow the instructions below




Water Sanitisation & Maintenance

You can read more about our simple water care systems here

How often should I replace my spa water?

Please check details of water restrictions that may apply at the time of replacing spa water. Drain 1/3 of your spa water and refill about every 3 to 4 months as long as water quality, cleanliness and clarity are being maintained. It is advisable to completely drain your spa pool every 6 to 12 months.

Refer to ‘How do I drain my spa’ within this section for instructions.

What do I need to know about water maintenance?

It is important to have clean, sanitised water. Water balance and maintenance are probably the most important areas of your spa pool that must be monitored regularly. Your dealer will have the best advise and water management program that will achieve perfect water in your spa that best suits your conditions.

Fundamentally there are three areas of water maintenance you need to adhere to:


Filtration is managed by your control system and, once set, will give you the required filtration needed to keep your spa water at optimum cleanliness levels. It is essential that filter cartridges are cleaned regularly (refer Filter Maintenance)


Sanitisation is essential in health and well being of all bathers in your spa. It is your responsibility to regularly monitor and maintain satisfactory levels. The sanitiser will chemically control bacteria and viruses present in the water or those introduced during use of the spa. Several sanitisation methods are available. Upon ordering your spa, you will have already chosen a sanitisation method; ozone or conventional sanitisation chemicals. Your dealer has advised you of the most suitable santisation method.

Chemical Balance

Chemical Balance and pH control is essential for the overall balance of your water. Correct balance determines the effectiveness of your sanitiser to work at its maximum efficiency, minimises scale build up and corrosion of metals, and extends the general life of your spa. Regular testing and dosing is essential and it is advisable to get your water analysed through your Sapphire Spas dealer periodically

Clearzone Sanitisation

What is Clearzone?

Clearzone is the ultimate spa sanitisation method and definitely the way to go if you are looking for great water quality to enjoy with and look after your family! 

Please read our blog written by the manufacturer of this product

'How to clean your spa with minimal chemicals'

Ozone Sanitisation

What is Ozone?

Ozone is active oxygen, O. It occurs naturally in the earth’s atmosphere to protect us from the sun’s harmful rays.


What are some of the uses of Ozone?

Some common uses are: pool and spa water purification, drinking water purification, waste water purification and air freshening.


How long has ozone been used to purify water?

Since the late 1800’s.


How long has ozone been used to purify pool and spa water and odours from the air?

Over 50 years.


How does the ozone used for water purification affect the air we breathe?

The amount of ozone produced by an ozone generator is insignificant to the normal atmosphere we live in. When dissolved in water, ozone is extremely safe. Excess ozone quickly converts back to oxygen. Note: do not breathe concentrated ozone gas.


Is ozone the same as SMOG?

No! smog is air pollution caused by combustion polluters. While smog contains small amounts of ozone, it is largely composed of harmful chemicals such as carbon monoxide. In fact, smog and other pollutants may contribute to the damage of the ozone layer.


If I use ozone in my pool or spa, will I help replenish the ozone layer?

No, because ozone reacts so quickly with contaminants in water and air that it converts back to oxygen within minutes or even seconds. Any ozone molecules that break free from the pool or spa water will conver to oxygen and never reach the atmosphere.


Will ozone hurt me?

No! In the quantities necessary to be effective, ozone is very gentle to humans and equipment in water. However, you should never breathe concentrated ozone gas.


Does ozone have an odour?

Yes. Depending on the concentration, the odour ranges from slightly sweet to moderately antiseptic.


Will ozone kill bacteria?

Yes. It is one of the most effective, complete bactericides of all the earth’s measureable elements.


Will ozone kill viruses?

Yes. Ozone kills virtually all known viruses in water and air.

Filter Maintenance

How often should I clean my filter cartridges and what’s the best way to do this?

Your spa filter system is crucial for the overall quality of the spa water. Dirty, worn out filters will fail in their job of trapping spa contaminants and will put undue strain on the spas pump motor, possibly shortening the life of the equipment.

Spa filter cartridges are made of a polyester micro-pore pleated filter media, designed to trap small contaminants suspended in the water. Sapphire Spas filters are a genuine 100sqft (2x50sqft cartridges) of filter media, designed to give the maximum area for collection of particulate matter from the water.

It is recommended that you clean your spa filter cartridges every two weeks (more often when bather load is heavy).

First, open the filter door by pushing in inwards. Placing two hands on the filter faceplate, evenly slide it upwards until you can freely remove it. Next, you need to slide out the cartridge cover and locate the 2 x filter cartridges in the base of the filter box. Remove the two cartridges in turn then clean as described below.

Use a garden hose and apply the water stream at a 45 degree downward angle. Ensure all debris and foreign matter is dislodged by spraying in between each pleat in the filters.

At least every 3 to 4 months and with EVERY water change, your cartridge filters should be pre-rinsed with the garden hose and then, following instructions, be soaked overnight in a commercial cleaning agent. You MUST consult your Sapphire Spas dealer for instructions on soaking overnight. Once clean, replace the filters, one at a time, then replace the cartridge cover. Finally, you need to replace the filter faceplate by sliding it back onto the front of the filter box. You must let the filter door fall back open into the filter box as you’re replacing the faceplate.

It is recommended that you have a spare set of filters available, when you are soaking the used filters, so you will never have to wait to use your spa and the filters will last longer. If you are using a filter rotation system, allow filters to dry, ready for immediate swap over next maintenance program. It is recommended that your filter cartridges be replaced every 18-24 months.

  • Don’t use laundry detergents or household cleaners to soak your filters as they may cause a major foaming problem.
  • Don’t use a power-washer or dishwasher to clean cartridge filters as the high water pressure will damage the filter media.
  • Don’t use a muriatic acid for acid soaking/washing of filters as acid reduces filter life and is dangerous to use.


Cleaning your SWIM SPA filters - 4 x filters in most Sapphire swim spas

General Cleaning & Maintenance

How much maintenance is involved in owning a spa pool?

It is important that you make specific times to give your spa pool the ‘once over’, probably every 3-4 months.

The following is a guideline that you might like to follow:

  • Disconnect the power source.
  • Drain all the water from the spa.
  • Remove any dirt or sand that may be in the spa. Inspect the acrylic surface.
  • Treat and stain the cabinet (if required).
  • Clean your hardcover and treat with the recommended product (consult your dealer).
  • Remove and clean your headrests.
  • Remove and clean all jets (refer Jet Maintenance & Removal)


How do I clean the spa surface?

Acrylic is very easy to clean and generally stains and dirt won’t adhere to the surface, however you may wish to wipe down the acrylic surface with a soft, damp cloth/sponge and a non-abrasive cleaner (ex. methylated spirits) after use or during your normal maintenance program. For more stubborn marks, your should consult your Sapphire Spas dealer for advice on the recommended acrylic surface cleaner.

You may also experience surface scratches. The usual method of removal is to apply 1200 wet/dry sandpaper lightly rubbing out the scratch in a circular motion and then polishing the acrylic surface with Brasso, car polish or similar product. It is strongly recommended however, to consult your Sapphire Spas dealer before attempting this method.

Do not expose acrylic shell to direct sunlight for any prolonged period as this may have a detrimental effect on the surface and possibly void warranty. Avoid allowing dirt and sand, caused by bathers entering the spa, simply by placing a mat or footbath in the entry areas of the spa. This will assist in the easier maintenance of the acrylic surface.


How do I clean the headrests?

In your regular maintenance program it is suggested that you remove the headrests to clean behind them when you drain the spa. Thoroughly clean the headrests with a damp cloth or sponge. The headrests are covered by a warranty of two years exclusive only to Sapphire Spas. With care and good chemical balance, your headrests will last many years


How do I maintain my cedar cabinet?

Your portable spa pool is engineered and designed with the highest grade 20mm western red cedar available, and has been treated with a premium grade mould resistant stain. Regular treatment of the cabinet will enhance the natural look of the cedar and ensure that your spa will always look the centre piece in its location for many years to come.

To treat your spa cabinet, you will need to lightly sand the timber, then apply a good even coat of stain. If necessary, allow first coat to dry and apply a second coat. Small marks and scratches can be treated in the same way.

The life of your timber cabinet will depend on how you wish to maintain it. Harsher conditions will determine how often you require treatment of the timber.

If you notice that the cedar is turning a grey colour or has lost its richness in colour, you may need to give the cabinet a treatment. A treatment may be required after 6 months of usage and then periodically every 12 months to follow should be sufficient.

Consult your dealer for the ideal product to stain and protect your cabinet.


How do I look after my hardcover?

Ensure your cover is locked down when the spa is unattended. Refer to hardcover manufacturer’s instructions for correct fitting of cover. Check that all the cover’s locks are undone before lifting the cover.

Leave the hardcover off for at least one hour after adding chemicals to your spa to allow them to dissipate.

Take care with sharp objects & rough surfaces when removing or storing your cover. Use of a Hardcover Lifter will protect your spa cover. The hydraulic arms allow the cover to gently slide into the lifter, and it’s stainless steel marine grade construction is manufactured to suit the great outdoors.

Maintaining your hardcover should be part of your regular maintenance program. Dirt acts as an abrasive to the vinyl and can also cause wear to the folds, seams and stitiching. Mildew on damp, dirty vinyl will begin growing in the fabric, accelerating failure. Wash your cover regularly with mild detergent & rinse well with clean water (refer Hardcover Care Instructions).

NOTE: Never use laundry detergent, abrasives, alcohol based product, dish soaps or harsh household cleaners. These can actually remove some of the topcoat and cause premature vinyl failure.

A small amount of spray lubricant (consult your dealer) on the zip sliders from time to time will ensure zips operate properly for many years. In the manufacture of your hardcover, it is sealed with a special top coat which holds in compounds and softening agents to keep the vinyl supple. To keep your spa cover in top condition, a vinyl protectant is recommended (such as 303 Aerospace - consult your dealer). Do not use a petroleum based protectant (Armor All is not recommended).

Do not allow children or pets to walk or jump on the hardcover.

Do not lift or pull your cover by its straps, flaps, skirts or heat seals.

Foam core should be turned over at least once every six months.

All vinyl, even the high grade type used on Sapphire Spas, is UV Sensitive which can degrade when exposed to sunlight or mildew.


How do I maintain spa chemistry?

The pH affects the chlorine level and alkalinity affects the pH. Therefore it is important to adjust the total alkalinity first, then the pH and then the chlorine level, in that order. Regularly checking the chemistry of your spa water is an important component of a sound spa care program. Other ways of managing your water are available, but we are going to cover this method in depth, as it is the best way to keep your spa water clean, clear and safe while minimizing the chemical levels in your water.

Again, the 3 most important things to check and adjust in this order are:

  • - Total alkalinity
  • - pH level
  • - Chlorine residual

Maintaining proper levels of these key items will make your spa’s water clear, comfortable and safe, and will help protect the spa’s shell surface and equipment.

Weekly Care

Test the alkalinity, pH, and chlorine residual to ensure proper levels. If you are using your spa very frequently, you may have to test your spa more often to keep the measurements at the recommended levels. Remember, alkalinity should be 80-120ppm; pH should be 7.2 - 7.6; and chlorine residual should be 1-3ppm. You will start to get a feel for what to add and how much during the few months of owning a spa, and soon this procedure will be second nature for you.

If foaming occurs, don’t be alarmed. Foaming usually occurs from soap residue in bathing suits or hair and can be easily removed. Use the recommended dosage of Anti-Foam, which breaks the soap bubbles and eliminates the foam on contact.

Fortnightly Care

You should also clean your filters at least on a fortnightly basis. See the filter cleaning instructions for more information. Also consult your owner’s manual to make sure your spa control has the filter replacement times set correctly. Then your spa will remind you when it’s time to clean or rinse your filters.

Monthly Care

You’ll want to test the calcium hardness of your spa’s water on a monthly basis. The ideal level of calcium hardness is 100 to 200 parts per million or ppm. The only way to reduce the concentration of calcium is to dilute it with water or empty your spa and refill it with new water. Calcium levels build up over time and can damage equipment in your spa. If you are over the 200 ppm mark, it’s probably time to change your water. You should also clean your filters (and inner filter screens) on a regular basis. See the filter cleaning instructions for more information. Also consult your owner’s manual to make sure your spa control has the filter replacement times set correctly. Then your spa will remind you when it’s time to clean or rinse your filters.

Every 4-6 Months

Every 4 to 6 months, you’ll want to completely drain and refill your spa according to the refill section of your Water Care Guide. You can also clean and polish your spa’s shell during this process. This may need to be done more or less often, depending on other factors, such as your level of use. See your Owner’s Manual or contact your authorized Sapphire Spas dealer for more details.

What Else You Should Know

Depending on your spa model, you probably have an ozone generator. The great part about ozone is that it is another non-chemical way to reduce the use of chemical sanitizers in your spa. We recommend that your Dealer test your ozone generator after a period of 2 years to ensure maximum effect.


Do I have to clean the jets?

To keep your jets performing at the optimum level, it is recommended that you periodically remove them to inspect and clean. A build-up of dirt and sand at the back of the jets will have a detrimental effect on their performance and life. Simply by turning your jets firmly to the left, you can remove the jet assembly from the housing. Gently tap the jets on a hard surface to loosen any debris and soak in a bucket of warm water. Refit jets to the body housing.


How do I adjust the jets?

Simply turn the outer ring of the jet anti-clockwise to fully open jets and clockwise to close.


I’ve turned on the pump but there’s no water coming from my jets?

Ensure all jets are open; jet face needs to be turned anti-clockwise. If problem persists, ensure there’s no air-lock within the boost pump.



What do I do if my light doesn’t work?

Lights should be replaced by an authorised technician from your local store.


After re-filling the spa, the pump keeps cutting out?

This can be caused by an air lock.

Remedy: Open the cabinet door and slightly loosen the top lug on the blue pump until you see a small amount of water escape, (apply this to whichever pump is not operating if you have a 2 or 3 pump system) this will allow the trapped air to escape. BE CAREFUL NOT TO FULLY REMOVE THIS LUG

Turn the spa on, this should have removed the air lock.

You will find further assistance on this page

For further assistance, please contact your Dealer.


What do I do if my light doesn’t work?

Contact your Dealer to organise replacement.