Emerald All-in-One Heat Pump 270L EE-HWS-A1-270 Questions & Answers
VerifiedMPN: EE-HWS-A1-270
I don’t have any pressure anymore when I release the pressure control valve. Otherwise everything is working fine.
Hi Julie We would love to help you, are you able to complete this form so we can take a look and the Tech Support Team will advise? external link Thanks! Team Emerald
difference between 270E & 270
The main difference between the Emerald 270 and 270E hot water heat pumps is the inclusion of an optional electric backup heater in the 270E model. The 270E (EE-HWS-A1-270E) features a built-in electric heater, while the 270 (EE-HWS-A1-270) relies solely on the heat pump for water heating. The 270E also comes with smart features like Wi-Fi connectivity for remote control via the Emerald app Copied from google AI
Hi Bruce, Thank you for reaching out and for sharing your question. Please see the answers below and let us know if you have any additional questions. EE-HWS-A1-270E: This model includes a built-in 1.6 kW electric heating element. This feature allows the unit to provide additional heating support during periods of high demand or in colder ambient temperatures. It also enables the E-Heater mode, which can be particularly useful for ensuring consistent hot water supply during colder months or when rapid heating is required. EE-HWS-A1-270: This model does not include the electric heating element. It relies solely on the heat pump mechanism for heating water.
Do you need a plumber to change the anode?
Hi Katarina, Thank you for your question. Yes, we recommend having a licensed plumber replace the magnesium anode. This ensures the correct installation and helps maintain the longevity of your heat pump. If you need assistance, please visit our support center: external link . Warm regards, Emerald Team
Could you please provide easy to follow instructions regarding cleaning? The manual mentions that ideally this needs to be cleaned regularly, but I can't really wrap my head around exactly how. I even called a plumber and he was also unsure what to do. I'm also worried about water becoming dirty if the tank is not cleaned but again, not sure what to do about it.
Hi Andrey, Thank you for reaching out. We understand the importance of proper maintenance for your unit. For assistance, please visit our support center at external link , and our team will be more than happy to assist you with the maintenance information. Warm regards, Emerald Team
I have downloaded the app and registered the warranty np but haven't worked out how to operate/adjust the unit. However, my question is, my cold-water pipes are growling since the unit went in 10 days ago. Every time I turn on the cold water taps in the kitchen/laundry and the washing machine, which is only connected to a cold-water tap the pipes growl. Has anyone else had this issue? I have advised the installer, no answer yet.
Hi Catherine, Thank you for bringing this to our attention. Emerald hot water systems have very limited interaction with your cold water supply; other than refilling the tank itself. However, as the installation of a heat pump can often involve new pipework or amendment of the existing pipework, we would like to find out more information regarding the concerns you have. Please reach out to our support form so that we can support you with any issues you may have regarding the operation of the unit.
external link . Warm regards, Emerald Team
I've set the heat pump on a timer to only heat water during 10am-4pm to take advantage of solar panels generating electricity and ensure effective heat transfer since it's warmer at that time of day. However, last night, the Heat pump water heater suddenly overrode my timer and started heating water to 60C during the evening where I'm paying peak rates. It seems that my heat pump is now heating at all times without regard to my timer setup and temperature setup. Even if I try to turn off through the app, the unit continues to keep heating. How can I fix this without physically turning off at the powerpoint?
Hi Kim, Thank you for taking the time to share on what you are currently experiencing with your Emerald Energy Heat Pump. We understand how important it is to maximize the use of your solar panels to save on electricity costs. To provide you with personalized assistance and resolve the issue, please don't hesitate to get in touch with our dedicated support team using the link below: Feel free to reach out to us anytime at external link . Warm regards, Emerald Energy Team
Emerald energy can you please answer this publicly? I am having the same issue, have tried to reach out via email but no reply yet. I have set the physical heat pump timer and a smart action in the app :(
If you're experiencing it too, I think it may be a software issue.
Hi Hannah and Kim, Thank you for taking the time to inform us about what you're experiencing with your Heat Pump System. Our Development team has recently released a new firmware update for the App, which was aimed at improving the Emerald App and its quality of life. Unfortunately, this may have affected a small number of user's Smart Actions. We are happy to assist you further with a new firmware update. Please reach out to us through our support form at external link . Warm regards, Emerald Energy Team
I have the same issue. And despite turning off the pump via app, the pump continues to run while the app shows its off and temperature increasing from 54 to 56 as now.
I also have the same issue and I am having to turn off the unit power to stop it heating in the middle of the night. Emerald Energy can you please tell us when are you pushing out a new firmware update to fix this issue ? Thanks.
Hi Riz & Sue, Thank you for bringing this to our attention and we apologise for the inconvenience. We understand the importance of setting up timers through the Emerald App. Please be advised that our team have identified an issue that is affecting a small number of users and are working diligently on getting this resolved. If you have any questions or concerns for an updates, please don't hesitate to get in touch with our dedicated Support team using the link below. Feel free to reach out to us anytime at external link . Warm regards, Emerald Energy Team
Can you please give an update on this issue? Has it been fixed? I am going to install this system and don't want to have this problem during the middle night.....
Hi Athena, Thank you for reaching out and your interest in our product. We understand your concern about the issue, and appreciate your patience. I'm pleased to inform you that the issue we mentioned has been thoroughly investigated and fixed. Our team has worked diligently to ensure that the system runs smoothly, especially during critical times like the middle of the night. We’d like to help you set up your Heat Pump Timer Schedule to manage its operation more effectively. Feel free to reach out to us anytime at external link . Warm regards, Emerald Energy Team
I'm still having issues with smart actions sometimes not working, it leaves the system running during peak times.. is there a fix for this? I'm on the latest firmware 1.0.34
Hi Cam, We apologise for the delay getting back to you and for any inconvenience you've experienced with the smart actions not working as expected. Please be advised that our software team is in the process of releasing an update specifically for the Smart Actions and Activity Log. If the issue persists, please contact our support team directly so we can investigate further and provide a solution anytime at external link . Warm regards, Emerald Energy Team
Hi, I am still waiting on a fix for scheduled tasks to work. And a reminder that Solar Victoria "as of 1 March 2024, it’s mandating timers for heat pump hot water" that you are currently in breach of.
Hi Cam, Thank you for bringing this to our attention, and we apologise for the delay in getting back to you. Our team is actively working on a fix, and we will keep you updated on our progress. In the meantime, we recommend setting up additional Smart Actions 5 minutes before and after your current ones to ensure they are executed correctly. If the issue persists, please don’t hesitate to reach out to us and provide the update anytime at external link . Warm regards, Emerald Energy Team
This is still an issue a year later. Any update as of August, 2025?
Where is the Emerald heat pump made
Hi Jeffery, Thank you for reaching out with your question regarding our Emerald Energy Heat pump. We're delighted to assist you with your inquiry. Emerald Energy's systems are meticulously crafted in Australia to cater to the specific demands of the Australian climate. Our product development team is responsible for designing and engineering these systems, with components sourced globally. Our systems are manufactured in China, utilising these components and adhering to our unique design philosophies. Should you have any questions or concerns in the future, please don't hesitate to get in touch with our dedicated Support team using the link below. Feel free to reach out to us anytime at external link . Warm regards, Emerald Energy Team
My take is , parts "made in China", and possibly put together in Australia at best, at worst, All of it is from China. And yes, I am also considering a heat pump.
Hi Jeffrey, Thank you for your valued feedback! Our Australian team works diligently to design systems tailored to Australian climates. We are continually seeking ways to enhance our design philosophies. While the majority of our systems are assembled in China with parts sourced globally, Emerald has been an Australian-owned and operated company for over 15 years, dedicated to creating products for Australian consumers. If you would like more details or technical information about our systems, please reach out to us at external link . Warm regards, Emerald Energy Team
I have Emerald EE-HWS-A1-270 system installed today. Just curious to know that will it function automatically or do we manually need to turn it on and off?
Hi Manjit,
Thank you for reaching out. The system will function automatically, so there is no need for you to manually turn it on and off.
We hope you enjoy your new Heat Pump.
Thanks again, Emerald Energy Team
RE: New Heat Pump EE-HWS-A1-270 installed 11/01/24. Working well so far. o The tank temperature is 60deg C. I know this is important to prevent legionnaire's disease. o But the output temperature is too high: also 60 deg C. I need to drop the output temperature to 50 deg C. I understand I do this using the orange mixer knob. o On this orange knob, does the -- (minus) on the curved arrow on the front of the orange knob mean 'to lower the output temperature turn this way' (clockwise), or 'to mix less cold water turn this way' (clockwise)? o Also, how sensitive it this knob? Eg how many degrees change will I get if I turn the knob 1/4 turn? And will this change be virtually immediate? (I have a hot water tap 1.5m of pipe from the orange knob.) NOTES: 1. Installers should explain this to the customer!! 2. I am learning how to use the control panel and the App, so I know how to check the internal tank temperature. 3. I am measuring the output temperature at the nearest hot tap using a large mug and two laboratory thermometers.
Hi David, Thank you for reaching out with your questions regarding the temperature settings on your new All-in-One Heat Pump 270L EE-HWS-A1-270. We're glad to hear that the unit is working well for you so far.
We can see you've reached out to us with this enquiry directly through our support form. Our technical specialists will be happy to assist you, as they are best equipped to handle this matter.
Kind regards, Emerald Energy Team
Same Problems.
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