Maytronics Dolphin Supreme M500 Questions & Answers
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I have an M500 dolphin carried out upside down test and only one side of the two sets of brushes rotate one way then the other
Hi Phillip, Thank you for your enquiry regarding your Dolphin M500. Please contact our customer care team on 1300 693 657 option 2. Please have your 10 digit robot serial number available. One of our friendly team members will go through troublshooting with you to assist in resolving your issues.
Thank you!
I am having problems with my M400 foam rollers not lasting and cracking in many places... the pool is fiberglass ... why would this be happening?
Hi David,
Thank you for your enquiry regarding your Dolphin M400.
Please contact our customer care team on 1300 693 657 option 2. Please have you robot serial numver available.
Many thanks and have a great day!
I have a Dolphin M550 when after a power failure to the house the dolphin will not power up when power resumes to the house. M500 has to be manually powered up again. Is this normal . Glenn Cooper
Hi Glenn, Thank you for providing feedback on your Dolphin M500. To get a better understanding of what you're experiencing, please contact our customer care team on 1300 693 657 option 2. Please have your robot serial number available.
Many thanks and enjoy the rest of your day!
Hi, I have Dolphin M500 , that I purchased on May 2018, recently , have noticed that upon operation, power lamp illuminates and the robot bubbles, then it does not move and stops bubbling. Using the remote control it runs for a few minutes then stops, but if I use the remote as a Joy stick I can run the robot. I have cleaned the impeller and ensured that the drive system moves freely by hand. What shall I do?
Hi Admed, thank you for reaching out. Maytronics recommends to reach out to the agent of purchase to inspect the unit to determine the cause. Please do not hesitate to contact our Customer Care Team on 1300 693 657 option 2 for any further assistance. Many thanks!
Thanks for the advice. It seems that the power supply is faulty. The part number of the power supply that I have is 9995678-BTRF. Is this the same as 9995678 ?
The machine serial # is L17863FG6H
Hello Ahmed. If the power supply seems faulty, a replacement may be required. As this Dolphin is located outside of Maytronics Australia, it is recommended to confirm with your local agent as to whether the part information has remained the same.
Hi.. What is the Diff in the between having foam rollers and the rubber ones like i see in the pic ? i have a concrete pool..
Hi Cappa Thank you for your inquiry regarding the difference between our wonder brush and combined brush rollers. The WB (Wonder brush) is suitable for smooth surfaced pools such as concrete, fibreglass, tile or vinyl where as the CB (Combined brush) is suited to coarser surfaces such as quartz, granite or pebble. If you require further information on which cleaner is best for you please contact our Customer Care Team on 1300 693 657 option 2.
Hi I love my M500 for my fibreglass pool but one set of the rollers keeps disintegrating - I’ve replaced them 3 times in 1 year. I get the water checked regularly by the shop I bought the m500 from (https://www.swimpoolteam.com.au/contact) and they tell me it’s fine and have no idea why one set disintegrates. This is disappointing AND expensive- please help.
Hi Nicko Thank you for reaching out regarding the rollers on your M500 robotic pool cleaners. Are you able to contact our Customer Care Team on 1300 693 657 Option 2 and one of our team members will be able to go through some troubleshooting regarding this issue with you.
I’ve just had to purchase a second set of rollers for my M500 only 9 months after purchasing the unit. Why such a short life span? Is this covered under warranty?
Hi Murray. Thank you for reaching out. Brushes are not covered under warranty as they are a consumable item of which do wear over time. Brushes generally wear faster when they are exposed to high levels in water chemistry (specifically chlorine), when the robot is left in the pool and also in instances whereby the incorrect brush type is used on a pool surface. Please do not hesitate to contact our Customer Care Team on 1300 693 657 option 2 for any further information.
What is the difference between the brush type WB and CB. What pool types should these different brush configurations be recommended for? Thank you
Hi Scott. Thank you for reaching out. The WB Brush type is recommended for smooth surfaces such as fibreglass and tile and the CB (combined) brush type is recommended for surfaces such as pebblecrete. Please do not hesitate to contact our Customer Care Team on 1300 693 657 option 2 for any further information.
Is there any differences between Dolphin M500 and Dolphin Supreme M500 ?
Hi Liviu. The full name of the Dolphin M500 is the Dolphin Supreme M500. These model names both refer to the Bluetooth and smartphone compatible model that is the Dolphin Supreme M500 of which is available for purchase. Please do not hesitate to contact our Customer Care Team on 1300 693 657 option 2 for any further information.
What does the different settings do? All my dealer said was "Just put it on #2" I would really like to know what the other settings are for?
Hi Ed E. The Dolphin M500 is Bluetooth and smartphone compatible whereby more features are able to be accessed via the My Dolphin smartphone application. We are unsure as to what is being referred to by "#2". However, please feel free to send through any screen shots to our Customer Care Team at customercareau@maytronics.com to look into this with you.
how do i replace the middle brushes?
Hi Bryan. To replace the Active Brush, we recommend an authorised dealer to do so due to the smaller parts that hold it in place. If you'd like to locate your closest dealer for further guidance, please visit us external link . Please do not hesitate to contact our Customer Care Team at customercareau@maytronics.com for any further information.
Hi, have completed a. quick test and one side does not run one direction but runs for the 10 secs the other way, the other side all good. Does this mean that the circuit board may have a fault? The reason I ask is when the unit is in the pool after a period of time the unit just turns in one direction in circles as the crawler on the faulty side is not turning. the unit is a Supreme M5 4 years old.
Thanks Steve
Reason for this is with time the holders of the underneath white brush getting worn off. Easy Test is try rotating the brushes by hand manually and they should rotate. If they are not rotating freely you got a problem them. Call the help line and they will help you. When this happened to mine I called them and they sent the replacement parts which I replaced myself as it was easy. Best of luck......
Hi Steve,
Please contact us on 1300 693 657 or at customercareau@maytronics.com so that we can gather further information and understand more in depth what you are experiencing. We will then do our best to assist you.
Thank you.
My nearly three year old M500 has suddenly stopped working. Connector module ("reset" and "test" buttons) could be the culprit as "Test" button is now jammed. Is this likely to be the cause or is there another potential problem? How much is a replacement connector?
JC-Bellbowrie
Hi JCB, if it is just under 3 years old, you will be cover by warranty for a replacement part. Please call us at Maytronics on 1300 693 657 and we will help you out. If you can please also get your serial number ready that would make it easier. It is located on the inside of the chassis.
When I connect the App to my M500 it gives me the incorrect date for the next clean. I’ve deleted the app and re-installed it. Also power cycled the main unit. Can you assist?
Hi, please call us at Maytronics on 1300 693 657 and we will connect you with customer service tech who can help.
I have just changed the foam rollers on my M5. It is now moving again, but only in circles... help.
Hi, your best option is to call us at Maytronics on 1300 693 657 so we can provide some technical support.
I have an M500 and it appears to be getting unreliable after the warranty expiration. The power supply button light will turn on, but the other lights (over 1, 2 and 3) will not turn on. Consequently, the robot would not turn on. I took it back to my dealer who first diagnosed it as a bad cable issue (although no dogs to bite the cable, no tears, or visible breaks). The unit performed as normal for about 2 months. Then it stopped working again. Again, a diagnosis of a bad cable (this is at $300 per cable). Less than 1 month later, it will not turn on again. The power button light will turn on, the 3 blue lights will flash twice and then all lights turn off within about 3 seconds. So is this the power supply this time? I'm almost at the point of spending the same amount of money in repairs as buying a whole new unit.
Hi, please call us at Maytronics on 1300 693 657 so we can help work out exactly what is happening with your cleaner. We would gladly have a look at your Dolphin to give you the best advice.
I am having the exact same issue after 30 days!
Do you have a dealer in Denmark? I want to Bay Dolphin M500 to My pool
Hi, we can recommend you to two businesses in Demark:
1) Aquatech - external link (located in Fensten)
2) Welldana - external link (located in Esbjerg)
Spain calling, Guillermo. Since 3 days I have the M500 robot. Everything seems to work except moving up to the waterline. The robot goes up a bit to stay "on its hind legs". My pool has rectangular corners. Any help please?
Hi there. Greetings from Poland. 2 days ago I’ve bought m500 WB. I have glass mosaic pool. He could reach water line on beginning. But second day he can’t climb on walls at all. Any advices? Pool is with sweet water and active oxygen.
Sebastian
Hi Sebastian, your best option is to call the place of purchase for product support. Failing that please contact Maytronics, here is the link: external link and we can connect you local representation.
Hi, we bought a used dolphin a few weeks ago. When we are taking it out of the pool the dirt it collected spills back into the pool... what are we doing wrong?
Hi, please call us on 1300 693 657 and we can help work out why this is happening and help you fix it up.
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