Support

FAQs / All

  • How to remove the adapter from a Twin Gauge Co2 Regulator

  • How to find a part in 3 clicks

  • Are Deep Sparkle® CO2 cylinders recyclable?

  • I have some CO² cylinders but am not sure if they are spent. How can I check if they are still pressurised?

  • I have some CO² cylinders but am not sure if they are still usable. How can I check?

  • Is there a refillable option for your tap systems’ CO2 cylinders?

  • The item I want says Out of Stock. When can I expect an update?

    Out of stock items can be ordered as normal. Once submitted, a member of our team will be in touch within 1 working day to provide an expected delivery date.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • Access our blog

    Discover the latest news, expert insight and exclusive business advice for the water industry.

     

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  • Access our distributor resources

    Full sales and marketing support to satisfy and grow your customer base – downloadable brand assets, white papers, CAD files, legal help, and a multimedia library.

     

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  • Access our exploded diagrams

    Innovation illustrated – essential resources for technicians.

     

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  • Access our how-to videos

    Master your water dispenser with this complete archive covering all matters of installation, maintenance and upgrades.

     

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  • Access our parts and part numbers

    What you need, where you need it, when you need it. Equip yourself today.

     

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  • When can I expect delivery of my order?

    Standard parts are next-day despatch. For bulk orders, machines 1-100 are dispatched within six days. Orders of 100+ machines will be dispatched within 21 days. This also applies to non-standard parts – such as B2 parts, or those belonging to any other discontinued item.  

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • How is the carriage cost calculated?

    Parts orders in the UK and Northern Ireland are calculated on the value and weight of the goods. EU delivery prices are based on their value, weight and final destination. 

    Please remember that there is an extra Dangerous Goods surcharge for CO2. This charge differs depending on the quantity of canisters purchased. 

    All appliance orders now go out on pallets. In the UK this costs £54.50 per pallet. EU-based appliance orders will be determined by destination and weight.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • Can I order parts separately?

    Borg & Overström distributors can order parts separately.

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  • How do I dispose of empty CO2 canisters?

    CO2 canisters are fully recyclable and can be disposed of in general waste.

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  • I’ve forgotten my password or login details for the resource centre. Can you help me?

    Click here to reset your password. You’ll receive an email which includes instructions to update your personal details. Occasionally, these emails end up in spam folders so please make sure you check all folders if the email doesn’t arrive promptly.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • Where can I get pictures of your appliances?

    Images and marketing support material for all appliances can be found within the ‘resource’ areas of the website under your account login. If you have any special requirements then please email sales@borgandoverstrom.com

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • Why is my appliance making a bleeping noise?

    Your appliance is fitted with a level sensor. Please empty the level sensor tank and the bleeping will cease.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • Why is my B5 appliance not dispensing any water, even though the blue LED light is on at the base of the tap?

    This is not a fault but a safety mechanism. Turn off the appliance and locate the probes in the base at the back, which should be dry. If you identify any moisture, dry the probes with a soft cloth. Next, locate the red lever halfway up inside the appliance. This should be in a horizontal position. If it is not, return to horizontal, and then turn the appliance back on. The appliance will dispense water again.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • How can I optimise the quality of sparkling water?

    Our appliances are designed to deliver premium carbonated water. If you are currently experiencing poor quality sparkling water, the cause could be due to the following (depending on appliance type):

    • Incorrect CO2 pressure: Check your CO2 bottle, regulator and non-return valve and replace as necessary. Supply pressure should be 58 psi (4bar) – adjust or replace as necessary.
    • Air in the carbonator tank: Isolate the power supply and operate the sparkling water tap until gas is expelled. Allow gas to expel for 5 seconds. Switch on the power supply and allow the tank to refill.
    • Residue in carbonator tank: After prolonged use, a surface film can develop within the carbonator tank. Refer to the cleaning and sanitising instructions that came with your appliance.
    • Carbonator tank: If the pump runs continuously, contact your distributor who will be happy to help you resolve the issue.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • How many cups of sparkling water can I get from one 600g CO2 cylinder?

    400 7oz cups or 80 litres

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  • What pressure does the CO2 need to be set at?

    We recommend between 3.5 – 5 bar. Do not exceed 5 bar pressure.

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  • Why is there water pooling within the bottom of the appliance?

    This could be caused by a leak in the pipework and/or filter. Please contact your distributor who will be pleased to help you resolve this issue.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • Why is there water pooling on the top edge of the lower door panel and/or the bottom of the cabinet?

    If applicable, you may have an overflowing drip tray or waste container. This is easily resolved by emptying the waste container and/or checking that the drainpipe is not blocked.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • Why would a water cooler not dispense hot water?

    Assuming your model is designed to dispense hot water, some simple trouble shooting will identify the cause – the most common of which is insufficient cooling air flowing through the fridge. Please contact your distributor who will be pleased to get your appliance operating properly again.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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  • I have just installed one of your coolers but I can’t get any water to come through – what’s causing this?

    The most common cause of this issue is that the water supply is turned off. Please check that your power supply, taps, valves and filters on the incoming water supply are fitted and switched on. Alternatively, your leak detector (if applicable) could have tripped off during installation. Disconnect the power and water supply and check for leaks. To reset your appliance, or if this hasn’t helped, please contact your distributor who will be pleased to get your appliance operating correctly again.

    Can’t find what you need? Please submit a question: questions@borgandoverstrom.com

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