Contact Customer Service
Your first point of contact for questions or malfunctions is always the installation company that installed your heat pump.
If they are unable to help you or are unavailable, we will of course be there for you.
Important: Please state the serial number of your heat pump with every inquiry!
Our online form is the normal way to contact our customer service - we will get back to you immediately.
The telephone hotline is for urgent emergencies only.
Thank you for respecting the capacities of our service staff.
Customer service online form
Frequently asked questions in customer service
How can I request maintenance?
To have your heat pump serviced by the alpha innotec customer service team, simply send us the completed maintenance contract or the form for a one-off service by email to [email protected]
The current prices and conditions can be found in the respective forms.
How often does a heat pump need to be serviced?
In order to be able to operate your heat pump system efficiently in the long term, we recommend having the annual maintenance of the heat pump carried out by our customer service. You should have the peripherals of your heating system (e.g. heating circuit manifold, anodes, external expansion vessels) serviced separately in consultation with your specialist installer.
Our recommendation in no way means that defects are to be expected without maintenance. However, as with cars and other technical devices, regular maintenance ensures a long and trouble-free service life.
With regular maintenance and the associated plausibility check of the settings on the controller, further optimization potential of the heat pump can be exploited together with the technician carrying out the work. This may make it possible to operate the appliance even more efficiently. In addition, a possible failure of individual components and the associated complete failure of the system can be prevented.
With a maintenance contract, we offer discounted maintenance at one or two-year intervals.
One-off maintenance without a contract can also be carried out directly by the alpha innotec customer service department.
When is a leakage test required?
You can easily check whether your system needs to be subjected to a regular leak test by suitably qualified specialists using our F-gas calculator on our homepage. You can find the link here.
You can use this calculator to quickly and easily determine whether your system requires testing and at what interval the test must be carried out. Alternatively, you can also check your logbook. If your device is not listed there, you can call up the data using the F-gas calculator and then enter it in your logbook.
The required information, such as the refrigerant quantity or the type of refrigerant, can be found on the rating plate of your heat pump. This is located directly on the heat pump. For systems installed outdoors, the type plate is attached to the outdoor unit (you can find more information here).
If a leak test is required, it is the responsibility of the system operator to have this carried out properly. If you order maintenance from us, we will automatically carry out a leak test on the system. Alternatively, you can explicitly commission us to carry out a leak test of the refrigeration circuit only.
Where can I find the serial number of my heat pump?
Heat pumps for outdoor installation
For heat pumps installed outdoors, you will find the serial number on the back of the heat pump. Please do not use the serial number of the corresponding indoor unit, such as the hydraulic module or the hydraulic station.
Heat pumps for indoor installation
For heat pumps for indoor installation, you will find the serial number on the back of the heat pump.
Here you will find detailed instructions on where to find the serial number of your heat pump.
First aid for malfunctions
In our “First aid” section, you'll find quick and easy solutions that you can use to fix small problems yourself.
Remote Maintenance
Register your heat pump now and set up remote access for maintenance and digital assistance in the event of faults.
Find Serial Number
Simple instructions where to find the serial number of your alpha innotec heat pump.