Emerald All-in-One Heat Pump 270L EE-HWS-A1-270E Questions & Answers

Hi NotoolsNoservice We are happy to answer these questions for you... 1. We recommend that you release the TPR valve every 6 months (this can be done by yourself). The Magnesium anode we recommend to get checked and replaced by a service technician if needed every 2-3 years.

2. The heat pump does require a continuous water supply when heating. If the pressure pump is switched off, the unit won’t be able to operate correctly. We recommend keeping the water supply on or having a timer schedule whenever the system is scheduled to heat.

3. You can set up timers using Emerald App or using the control panel so you can control when you would like the heat pump to work.

Thank you again for your interest, if you need assistance, please visit our support center: external link 

We hope this helps. Team Emerald

Thanks, that answers my question.

Hi Adam, Thank you for reaching out. The reason the bar graph only shows 80% is due to an incorrect Set Temperature displayed in the Emerald App (showing 60/70 instead of 60/60). This happens when the wrong Model Number is selected during the setup process. To fix this, please update the Model Number in your Emerald App by following the steps below: 1. Open the Emerald App. 2. Go to Heat Pump. 3. Tap Settings for your Heat Pump. 4. Select Heat Pump Information. 5. Update the Model Number by selecting the correct one (you can find it on the sticker label of your Heat Pump). 6. After choosing the correct Model Number, the app will automatically update. If you’re unsure, feel free to send us a photo of your Heat Pump’s sticker label so we can confirm the correct Model Number with you. Once updated, the bar graph should then display correctly at 100%. Thank you. Emerald Team.

still waitng on answer

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.

No the company is Australian and still going strong. Whoever told you not to instal it was probably trying to sell you another brand.

Hi Divya, Thank you for reaching out! We’re happy to confirm that the Emerald All-in-One 270L is still available. If you’re looking for installation support, we’d be glad to assist you in connecting with one of our accredited installation companies. For more information, please visit our support center: external link  Warm regards, Emerald Team

Hi Hamcro, Thank you for reaching out. Our team is delighted to assist you with pricing and availability. To ensure a personalized and efficient response, could you please provide further details using our direct contact form? This will allow us to connect you with one of our friendly Account Managers who will be able to address your needs promptly. Please don't hesitate to contact us using the following link: external link . Should you require any additional information or assistance, please feel free to let us know.

Did you get an answer. I would love to know too.

No sorry

Hi Petrina, Our apologies for the delay in getting back to you. Thank you for your attention to maintenance, and we appreciate your trust questions in our product. The longevity and performance of your heat pump depend on several factors, including usage and the quality of the water supplied. To help you maintain your system effectively, here are some key maintenance tips: Magnesium Anode Replacement: For optimal performance, we recommend replacing the magnesium anode every 2-3 years. TPR Valve Overflow Pipe Draining: To prevent blockages, it's important to drain the TPR (Temperature and Pressure Relief) valve overflow pipe every 6 months.

Cost Estimates: The exact cost can vary depending on the following factors: * Attending Service Agent's service costs * Parts required (third-party anodes can be used)

Following these maintenance procedures will help ensure the efficiency and durability of your heat pump. If you have any further questions or need assistance, please feel free to reach out to us at external link .

Warm regards, Emerald Energy Team

What's the cost of Magnesium anode?

Hi Bobs, Our apologies for the delay in getting back to you. Typically, the cost of a Magnesium Anode is around $29.99 plus delivery fees, which are approximately $12.00. Should you have any questions, 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

No it doesn't. I needs to run when it is heating up.

I never noticed it running for that long, I guess it is the initial intake of water in the tank, it has a bigger tank compared to my normal gas one that is probably it took longer to heat all that water. But once it’s all within the set operating temp, the unit will turn off and will only turn on again if the water temp in tank goes below the set figure which 60 deg in mine. Best to download the app so you can set it to quiet mode at night or get that boost mode if you need it to heat the water faster than normal in case too many are using it. Cheers Al

Hi philipjones95, Thank you for reaching out and sharing your concerns about our Emerald Heat Pump. We appreciate your feedback and are here to help. Our Emerald Heat Pump is equipped with a Water Temperature Sensor that activates the system when the water temperature drops to around 44-46 degrees which is the deadband temperature. The system then heats the water to the set temperature and turns off, along with the fan. We understand that the system may produce more sound than your previous gas or electric system. We’d like to help you make the most of the features of your Heat Pump, such as Timer Schedule, Boost Mode, and Silent Mode, to manage its operation more effectively. Please reach out to our Support Team for further assistance and guidance:https://emeraldenergy.com.au/contact-us/ Warm Regards, Emerald Energy Team

Hi Errol, Thank you for reaching out with your inquiry. The cost of maintenance varies based on factors such as the specific model of your heat pump and any additional services required. We encourage you to reach out to us directly at external link  so we can better assess your maintenance needs.

Warm regards, Emerald Energy Team

Hi Errol, Did you find out the costs?

Hi Petrina, We apologise for the delay in getting back to you. We understand the importance of knowing the exact cost. However, please note that the estimated cost can vary depending on several factors, including: The service fees of the attending Service Agent The parts required (third-party anodes can be used) Should you have any questions or concerns in the future, please don't hesitate to get in touch with our dedicated Support team at external link . Warm regards, Emerald Energy Team

No idea sorry

4 showers in a row No problem

Hi Gabriel, Thank you for reaching out to us and we understand the importance of reliable hot water supply, especially for a family of four. Regarding your inquiry, the 270E is designed to provide hot water efficiently for multiple fixtures simultaneously. While the instant boost feature ensures a comfortable shower experience for one person, it's understandable that you're seeking assurance for simultaneous usage.

Typically, with proper installation and usage, the 270E can support multiple showers running simultaneously. However, factors such as water pressure, temperature settings, and the condition of plumbing fixtures can influence the performance.

We're committed to providing you with the best possible experience, and we value your feedback as it helps us improve our products and services.

If you have any further questions or concerns, please don't hesitate to reach out at external link .

Warm regards, Emerald Energy Team

Thanks for the response.

You're welcome

Hello Matt, No timers are needed on the unit. Smart actions are triggered automatically, i.e. Switch-on at 11:00 am and Switch-off at 7 pm. You will receive notifications on the smart phone. So far it worked out very well for me. Timers on the unit are cancelled by setting the on and off time to be the same.

thanks Val

Absolutely, Matt. Val's advice is spot on. Using smart actions with your heat pump means you don't need manual timers, and his method to clear existing timers by matching the on and off times is correct.

Smart actions are indeed an efficient way to operate your heat pump, especially to align with solar power usage. If you have any further questions, please feel free to reach out to our support team at external link , who will be able to assist you with any technical enquiries.

Kind regards, Emerald Energy Team

Hi Davrown, Thank you for reaching out. We're committed to ensuring your heat pump operates flawlessly and appreciate the opportunity to address and resolve your concerns. For a detailed understanding of your Heat Pump's behaviour and to receive the best technical support, please reach out to our support team directly at external link . They are ready to assist you with any questions or concerns you may have.

Thanks again, Emerald Energy Team

I got my unit installed 5 days ago and have this exact same issue. Daily at 8am the device changes the temperature to 60 degrees, heats up to this temp, then reverts to 50 degree i have it set at. How do i fix this?

Hi Mark, We want to clarify that the automatic adjustment of the water temperature to 60°C, despite being set to a lower temperature, is a necessary safety feature. This is designed to prevent the growth of Legionella bacteria, ensuring the health and safety of our customers.

We apologise for any inconvenience this may cause and appreciate your understanding of the importance of these safety features. If you have further questions or require assistance in optimising your unit's performance while adhering to safety standards, please do not hesitate to contact our support team at external link .

Thank you, Emerald Energy Team

So we are stuck at 60deg no matter what ?

Peter, I can tell you what I did, but you might want to check this with a plumber, or get him to do it for you. On the side of my unit, attached to the water pipes about halfway down the side of the unit, there is an orange knob. This is a 'hot water tempering knob'. It is designed to change the temperature of the water entering your home by mixing the emerging hot water with cold water. To do this, the valve mixes cold water with the hot water leaving the unit. There is a + and a - on the valve. I am advised that the + means 'adding more hot water'. The - means 'adding less hot water'. I used an accurate thermometer in a teacup to measure the hot water temperature at the first tap after the HWS unit, and it was 60deg Celsius. (This has to be done when the water is at its maximum temperature of course, just after the water heating cycle finishes.) Now, we want our hot water at 50 degrees, so I turned the knob in the - direction a small amount. I then used the same thermometer and cup to measure the water temperature. I kept adjusting the orange knob until the water reached 50deg. I think this knob is mechanical, not thermostatic, so when the internal temp of the HWS drops to say 55deg, I think the water temperature in my home gets lower than 50deg. But that's not a problem for us because then we just add less cold water at our taps. And we know the water temperature in the HWS always gets heated to 60deg every day, keeping us safe from legionella disease.

Hi WoodenEye, Thank you for reaching out. Carbon Savers is a trusted installation partner of Emerald. When personal questions are asked about household income, the number of people and rooms in the house, and the names on the rates notice, this is typically to determine eligibility for government rebates and incentives, and to ensure that the heat pump system you receive is the most suitable for your specific needs.

Regarding the product options, the difference between the E and non-E models of our Heat Pumps are as follows:

- The 270 E model (EE-HWS-A1-270E) includes an electric heating element. When boosted, this feature allows for quicker water heating and a faster recovery rate. However, this can impact energy efficiency slightly due to the additional electric element.

- The non-E model (EE-HWS-A1-270) does not have an electric heating element. When boosted, it still provides improved heating efficiency by increasing the work rate of the system. However, this will not be as rapid as the electric boost in the E model.

We recommend you make a decision about choosing a non-E vs E model based on your personal preference and circumstances.

Should you require further assistance, please contact us directly at external link , and our team would be happy to assist you further.

Kind Regards, Emerald Energy Team

Can anyone of Emerald let me know that Emerald 270L's Tank have any vacuum flask protection?

I just paid outright so only got the required questions to ensure the 270E was the correct fit for my place. All went to plan through to installation. The Rates Notice query would be required to get the Govt Rebate to ensure no double dipping etc for any property.

Hi Belal, The Emerald 270L Heat Pump employs a different approach to insulation and efficiency: 1. The tank is made of diamond enamel, which is noted for having better insulation properties compared to stainless steel. This material improves heat retention and efficiency.

2. The system uses air pressure to ensure that cold air does not enter the system, maintaining the desired temperature by preventing external temperature influences.

These features maximise the performance of the system by enhancing efficiency. They achieve the same outcome of reducing heat loss and maintaining temperature stability.

Can someone advise approx how long the E and non E versions take to heat water? We are a family of 5 so sometimes need access to lots of hot water in a small timeframe.

Hi Andrew, Thank you for reaching out. Typically, at an ambient temperature of around 20°C, the average hot water recovery rate is approximately 58 liters per hour. If you expect to use at least 50% of the tank’s capacity, it would be reasonable to allow it to run for about 2 hours. For reference, the expected heating time is: Summer (20°C – 60°C): 2–3 hours Winter (20°C – 60°C): 5–7 hours If you need assistance, please visit our support center: external link . Warm regards, Emerald Team

Could someone from emerald energy please address this post? Specifically, how will this requirement affect warranty claims? Will you require proof of servicing to honor your warranty?

Hi Sash and Tim, Thank you for bringing this warranty information to our attention. We appreciate your concern and would like to assure you that we are looking into these details. Please note that our offices will be closed during the festive period, and we will respond to you promptly early in the new year. We appreciate your understanding during this time.

Thank you, Emerald Energy Team

Dear Sash and Tim, Thank you for your valuable feedback and queries regarding our All-in-One Heat Pump, and the associated warranty and app functionalities. Warranty Concerns: Regarding the maintenance schedule, the recommended checks and cleanings are in place to ensure the longevity and efficiency of your unit. We realise that this may seem frequent compared to traditional electric water heaters, but these steps are crucial for maintaining the advanced technology of our heat pumps. Regarding warranty claims, while regular maintenance is advised, we evaluate each situation on a case-by-case basis. Proof of servicing is helpful but not always mandatory for warranty claims. We aim to be reasonable and understanding of our customers' circumstances. App Functionality: Regarding the app functionality, we hear your concerns about the current limitations, specifically the absence of temperature control and detailed scheduling options. Our goal with the app's design was to simplify operations and ensure the system's efficiency and reliability. However, we acknowledge that this might not align perfectly with every user's expectations. While direct temperature control is not currently available via the app, you can manually adjust it on the unit. Please note frequent temperature adjustments can impact the system's efficiency. As for the boost scheduling feature, its exclusion was a strategic decision to optimise the system's energy efficiency. Frequent boosting can lead to increased energy consumption, which contradicts the unit's energy-saving purpose. We value user input and are considering reintroducing some of these features in future updates, particularly if we see a consistent demand. Your feedback is instrumental in guiding our development process. We aim to strike a balance between offering comprehensive control options and maintaining the efficiency and simplicity of our systems. We appreciate your patience as we work to enhance our products and services. Please feel free to reach out to our customer support team at external link  for any immediate assistance or further clarification. Thank you for choosing Emerald Energy, and we are committed to ensuring your satisfaction with our product. Kind regards, Emerald Energy Team

Not sure if this is helpful but with our old heat pump hw system (with no booster)we were able to have plenty of hot water when outside temperatures dropped down to -4’C . This was about 10-15 yrs ago with an older system with old tech. I thought the booster element in these systems was to quickly heat water should you be running low on hot water ? We only ever ran out of hot water on our ~300L tank when we had a house full of people to stay and lots of showers and baths were run. So this is the main reason I’m currently considering a new heat pump system with a booster element.

Dear Sash, We hear you and appreciate your feedback. We are very keen to work with you to achieve the best possible outcome, as supporting customers is always our top priority. It's clear from your detailed comments that there are several ways we can assist. A member of our support team will contact you shortly to discuss your feedback and support in providing resolutions. Kind regards, Emerald Energy Team

I have been looking to replace my hws with this brand, but won't be now as I'm a techy geek girl and not connecting to WiFi I would be upset as well. Broken promises with cheap machine

Believe made in China. Am happy w the one I have

Hi Allan, Our Emerald Energy Heat Pumps are designed and engineered for Australian climates in our Australian head office, and as Terry kindly pointed out, manufacturing takes place in China with componentry sourced globally.

Thank you, Emerald Energy Team

Hi Donna, Thank you for your inquiry. I understand that you've been in touch with our support technician, Adam. He mentioned that the prices for our products vary by state and are heavily influenced by installation costs, which can be quite specific to each situation. Additionally, government rebates and incentives for heat pumps are also dependent on location and the user's eligibility to receive them.

We hope this answers your question.

Thanks again, Emerald Energy Team

Hi Gordon, Both models are quite similar, with two key differences: 1. The Commercial Model Heat Pump can reach a higher set temperature for various commercial applications 2. The Commercial Model has a different deadband, which is the temperature the system drops before starting operation again - for example; the Residential system will lower by 8 degrees before reactivating, while the commercial will drop by 3 before reactivating.

We hope this answers your question.

Thank you, Emerald Energy Team

Thank you.

Hi Elwyn,

Thank you for your question. Please reach out to our support team at support@emeraldenergy.com.au who will be able to help you identify whether your Heat Pump unit has Wi-Fi capabilities or not.

Thanks again, Emerald Energy Team

Hi Brant, that will depend on whether the unit has a WiFi chip. I have asked this question myself but have not yet received a reply. I don't think that my unit has a WiFi chip. However, I am not that concerned as I have set the Timer to heat during the daytime between 10:00 am and 4:00 pm which coincides with the best time for solar energy from my roof to be produced.

Hi Brant. I’ve not used the Wi-Fi feature in my heat pump but I believe it does have it. I think there might be a few versions of the heat pump so it might be worth asking your install company if they have the Wi-Fi version. I also spoke directly to Emerald Energy and they were helpful with providing detail about the heat pump. Perhaps contact them via their website and see if they can help with your questions.

Hi Brant, As JVO and Kim have kindly pointed out, not every unit has a Wi-Fi chip built into it. Our next Wi-Fi stock will be available in the coming months. If you are looking for a Wi-Fi enabled Heat Pump unit, please feel free to reach out to our support team at support@emeraldenergy.com.au who can help you to find an installer with this model.

Thank you, Emerald Energy Team

How do I know if our unit has a chip or not??