Frequently Asked Questions

General Enquiries 

Where is your national service centre located

Can I buy Intex retail products directly from you?

Replacements and parts can be purchased at: https://www.thekidzone.co.za/collections/intex-spares-and-replacement-parts. Our full product range are stocked by all of the major chain stores.

 I want to sell Intex Products, how do I start?

Unfortunately, we only sell Intex spares directly to the public, but we can assist you in buying direct from Intex International if you can fill a minimum of a 40ft container? You can contact: Ernst Kleynhans: ernst@jhb.primatoy.co.za

Where can I buy Intex Spas & accessories?

Unfortunately no retailers or wholesalers have imported the Spa range yet, and we only act as a service centre and do not sell directly to the public. We will update this web-site when the range becomes available.

What is the Intex Policy in respect of returns?

ABOVE GROUND POOLS All Intex above ground pools and pool accessories, save for pool filters which are guaranteed for 12 months, are warranted to be free from defects in materials or workmanship for a period of 6 months from the date of purchase from an authorized retailer/dealer. This warranty does not affect your statutory rights as a consumer in any way. Some Intex products may have a longer warranty term to other products due to the nature of the product's design, manufacture, or expected use. This warranty does not apply to: cosmetic damage, such as scratches, nicks, stains and dents; damage caused by accident, abuse, misuse, flood, fire, or other acts of nature or external causes; damage caused by service performed by anyone who is not an Intex authorized service provider; or damage to a product that has been modified or altered without the prior written permission of Intex. Intex will also not be liable for any replacement or wasted water and under no circumstances will Intex’s liability exceed the purchase price of the product. Kindly contact the Retailer from whom you purchased your Intex product or contact the Intex helpline for advice. Intex will, at its sole discretion, repair or replace POOL COMPONENTS such as pool liners, filter pumps, pipes and fittings that fail in normal use within the warranty period. Such repairs or replacement will be made at no charge to you for parts and/or labour, provided that you shall be responsible for any transportation charges of the product to Intex. Replacement products and/or components may be new or refurbished at Intex’s discretion. Repairs have a ninety (90) day warranty. If the unit sent in is still under its original warranty, then the new warranty will be the longer of ninety (90) days or the balance of the original warranty. Please refer firstly to the products installation manual to ensure that you have followed all the correct installation and operating procedures, and in particular, to any trouble-shooting guide which may have been supplied with the product. If you wish to make a claim under the above ground pools warranty, please contact the Intex helpline or the Retailer from which you purchased the product. OUT OF WARRANTY SPARE PARTS & ACCESSORIES FOR ABOVE GROUND POOLS Kindly phone the above helpline or search our web-site: www.intexsa.co.za to see what’s available. GENERAL INTEX WET-SET PRODUCTS & AIRBEDS Kindly contact the Retailer from whom you purchased your Intex product or contact the helpline for advice: 0861 555 224.

Air Beds

Where is your national service centre located

  If my airbed has a leak, how can I find it and patch it?

First, make sure that the airbed is leaking. Stretching is a natural characteristic of new vinyl and the first few times you use the mattress, some stretching will occur suggesting that the mattress is losing air. It is simply stretching under your body weight and this is normal for the first few uses. To check the mattress for leaks, first make sure the valves are secure, replace it if necessary. You can also put liquid soap and water in a squirt bottle and spray on seams. If there is a leak it will bubble. (Laundry detergent and dishwasher detergent will not work; they do not have the "bubbling" effect). After you find the leak, clean and dry the leaking area, remove the flocking with fine sand paper or an emery board, then apply the repair patch that comes with your airbed. If the leak is located in the seam it cannot be repaired.

Since my airbed has flocking, how can I use the repair patch, it won't adhere to the flocking?

The repair patch is designed for vinyl surfaces only. However, fine sandpaper, or an emery board can be used to gently rub away the flocking. When that is complete, clean the area with nail polish removal solution so the repair patch will adhere to the bed.

What type of valve does my airbed have?

The INTEX airbeds have a Built-In Pump, a 3-in-1 Valve (part# 10650), a 2-in-1 Valve (part# 10651), or a Double Valve. An Exhaust Valve Cap (part# 10043) and Plug (part# 10044) is also used on some old type airbeds.

How are the airbeds constructed?

There are six types of construction used on INTEX Airbeds. I-Beam construction is characterised by parallel vinyl beams oriented vertically or horizontally. Coil Beam construction is differentiated by open loops of vinyl, each attached by a weld (typically circular) at the top and bottom of the bed. Wave Beam is a converted I-Beam construction consisting of equally distanced air channels creating a wave like surface. Comfort-Top Construction is Two Layers. It has an I-Beam base and a top layer of circular imprints attached by a weld to a solid sheet of vinyl providing flexibility. Air-flow construction has diamond shaped pockets that allow air to flow smoothly from one pocket to another. Dura-Beam™ construction comprises of thousands of high-strength polyester fibres beams that are welded to the top and bottom of the bed; they do not stretch over time, resulting in amazing durability and comfort.

How can I differentiate the valves?

A Built-in Pump is a pump that is mounted inside of the airbed with the panel portion showing. A 3-in-1 (part# 10650) Valve has two "clips" on either side of the Valve Cap that allows for easy removal. A 2-in-1 (part #10651) Valve does not have "clips" and instead consists simply of a screw-on cap, and a plug that fits on top, and in the centre of the cap itself. The Exhaust Valve Cap (part# 10043) and Plug (part# 10044) consists of a rubber stopper plug that is inserted first, while the screw-on cap is placed on top of the plug. The Double-Valve is a vinyl valve stem that is attached to the mattress and is reminiscent of a beach ball valve.

What is the approximate weight capacity of INTEX airbeds?

Jr. Twin, Twin size = 136 kg. Full, Queen, King = 272 kg.

Can I wash my airbed?

The air bed can be washed with mild soap and water using a sponge or soft bristled brush. Thoroughly rinse and air dry. Do not submerse airbed into the water. Water saturation may be harmful to some materials used in the making of the airbed. DO NOT wash in a washing machine. This will cause damage to the airbed and possibly the washing machine.

Why doesn't the product measure out to the size stated on the box?

INTEX airbeds state the approximate inflated size; Make sure the airbed is inflated before it is measured. Make sure to incorporate the bulge on whichever side you are measuring. All sizes are approximate (+/-) which will be affected by the pressure, ambient temperature and etc. You may get a measurement different than what is stated on the packaging due to the above.

Can I use normal sheets for my INTEX airbed?

Yes, normal sheets will work on your airbed. It is best if you make sure that the pocket on your sheets are the correct depth of the airbed.

What is your suggestion on pump maintenance?

Occasionally, petroleum jelly may be applied to the "O-Ring" located underneath the top filter cover to minimize seal cracking. Check hoses for leaks and replace if needed. Also make sure you've cleaned or replaced filter cartridges as recommended in the Owner’s Manual.

Can I use other brand's pump for inflating the airbeds?

Yes, you can use another brand's pump but we recommend using an INTEX pump. They are designed specifically for INTEX airbeds. Other pumps may reduce the performance or even cause damage to the airbeds.

Can I use an airbed on my existing bedspring?

Airbeds may be placed on any serviceable bedspring or solid foundation. Old or damaged bedsprings can diminish the performance and comfort of the airbed and may even cause damage to the beds. INTEX airbeds perform best on solid foundations.

Spas

What does code E91 on the Jet Spa/ Jet & Bubble Combo Spa mean? What should I do if code E91 appears?

 It means low salt level (below 2500 ppm). If E91 is shown do the following: 1) Test the salt level with a salt test kit. If a salt test kit is not available you can take a sample of the pool water to your local pool supply store. They can test the water for you. 2) If the salt level is below 2500 ppm, add only 0.5kg of salt, at a time, and run the filter until the salt is completely dissolved. If the salt level test is 2500 ppm, then inspect the electrolytic cell for scale build up. Clean it with kitchen grade vinegar as needed. If the above steps do not resolve the error code, contact Intex Service Centre for further assistance. Note: Always turn the system off and disconnect the power cord before cleaning and servicing.

How long should I run the filter pump every day for my spa?

As the filter pump is activated whenever the heater is switch on or in standby/rest mode, the filter pump is already running more than the required 1 hour per day operation. For the spa and pool combination, you need to run the filter function for the pool for additional 1 hour.

Why when replacing a new filter cartridge while the filter pump is running, the display panel shows error code E90?

During the installation of the new filter cartridge, some air may have been introduced into the spa system causing the flow sensor to detect no water flow (code E90). Always turn off the spa unit before cleaning, servicing or replacing any component. Press the RESET button on the RCD/GFCI located on the power cord, submerge the new filter cartridge first and then connect it to the outlet fitting. Activate the filtration system.

How can I turn on the Hard Water Treatment System? 

The hard water treatment system runs automatically with the filter pump whenever the filter pump is activated.

Can I expose my spa to direct sunlight all year round?

No. When setting up the spa outdoor choose an area that provides shelter from the sun and does not expose the spa to direct sunlight, such as a porch or gazebo.

My Spa is setup outdoors and exposed to the sun all day, why during hot sunny days when the filtration system is turned off, the display panel indicates a water temperature of 39 to 42 degree Celsius however the spa tub water temperature is lower when measured with a thermometer?

When exposed to direct sunlight, the control base unit absorbs heat and the internal temperature of the control base is higher, including any standing water inside the control base, compared to the actual spa water temperature in the tub. The internal temperature sensors will sense a higher temperature as the spa water is not circulating around and this is temperature shown on the display panel. Turn the filtration system on to circulate the spa water for few minutes and the display will show the actual spa water temperature.

Can I activate the Jet Spa sanitation system and heater at the same time?

No. If the heater is activated first and you turn on the jet spa sanitation system after, the heater will be turned off automatically. The heater will resume work once the sanitation system is finished. If the jet spa sanitation system is activated first, and you turn on the heater after, the sanitation system will be turned off automatically.

My Spa tub outside connection fitting is leaking, what should I do?

First, determine which connection is leaking and then empty the tub. Unscrew the two screws from the suction fitting cover on the inside of the spa and remove the cover. Disconnect the control unit from the tub. Push in the connection pipe from outside to make the leaking pipe protrude from the inside of tub. Check to see that the two O-rings on the pipe are in place, clean and intact. Adjust, clean or replace the O-rings if necessary. Reinstall the connection pipe by pushing it back in from the inside of the spa. Pull the connection pipe out from outside of the spa. Replace the suction fitting cover and screw it back on. Reconnect the control unit to the tub and fill the spa with water.

Do I need to use any other chemicals in my Jet Spa with Sanitation System besides salt? What happens if I put other chemicals in the spa?

Depending on the local characteristics of your water supply, you will need to add other chemicals to balance the pH, total alkalinity and calcium hardness. If you add other chemicals to the water, there will be no impact on the salt in your pool. Check your local spa supply stores who usually understand local water conditions, for further information.

Which Spa models come with the automatic built-in hard water treatment feature?

All the Intex Spas come with the automatic built-in hard water treatment feature except model SSP-10, SSP-10-1, SSP-20 and SSP-20-1.

How does the automatic built-in hard water treatment system work?

The Hard Water Treatment System produces an alternating magnetic field which creates an electric field around the incoming water pipe, thus altering the scaling properties of the dissolved minerals present in the water so that it does not adhere to surfaces and form hard scale.

How do I drain the spa before I store it?

1) Turn off the spa control unit. 2) Connect the drain valve adaptor to a garden hose and point the other end of the garden hose to a suitable draining area. 3) Remove the drain valve cap from outside of the spa tub and attach the drain valve adaptor to the drain valve. 4) From inside of the spa tub, open the drain valve cap, water will start flowing out from the garden hose. 5) When the water stops draining, disconnect the spa control unit from the spa tub wall. Lift the spa tub wall from the side opposite the drain, leading any remaining water to the drain and emptying the spa completely 6) Use a clean towel to wipe up any remaining water on the spa tub.

My spa comes with a built-in inflation/deflation function, why does the air blower motor suddenly stop running during inflation or deflation of the spa tub or cover air bladder?

Certain spa models come with a built-in inflation/deflation feature. The air blower motor has a thermo protector safety device which prevents the motor from overheating when the motor is running continuously for a longer period of time. Turn off the display panel and let the blower motor rest for 30 minutes or more before activating the blower motor again.

Will the water in my Jet Spa with sanitation system be salty?

No. The amount of salt in your spa is less than one tenth the level of salt in the ocean. So, you will not feel, taste, see, or smell any salt in your spa. What you will feel is soft, clean, clear, fresh water minus the chemical taste and smell that most standard chlorine pools contain.

How do I test the GFCI/RCD before using the spa?

Your spa is provided with a GFCI/RCD located at the end of the power cord. The GFCI/RCD must be tested before each use as follow: 1. Plug the power cord into a grounded electrical socket. 2. Press the RESET button on the GFCI/RCD. 3. Turn on the spa electrical equipment. 4. Press the TEST button on the GFCI/RCD. The GFCI/RCD indicator should turn off and the electrical equipment should shut off. If the GFCI/RCD indicator does not turn off, and the electrical equipment does not shut off, the GFCI/RCD is faulty. Do not use the spa. Contact a qualified electrician to correct the fault. 5. Press the RESET button on the GFCI/RCD. The indicator on the GFCI/RCD should turn on. If the GFCI/RCD indicator does not turn on, the GFCI/RCD is faulty. Do not use the spa. Contact a qualified electrician immediately to correct the fault.

Above Ground Pools

Can grass grow through the ground cloth and / or pool liner?

Yes, in some cases certain types of hardy grass such as Bermuda or St. Augustine can grow through the liner. Before setting up your pool, it is recommended that you clear the area of these types of hardy grasses. INTEX will not be held responsible for grasses that may grow through the ground cloth and / or pool liner, as this is not a manufacturing defect. A ground cloth or tarp may be helpful in preventing this from occurring.

What is the best way to remove algae stains from a pool liner?

Empty the pool, use a soft brush, mild detergent and water to remove algae stains from the pool liner. Thoroughly rinse and dry before refilling or storing the pool.

Other than Intex Repair Kits (Item# 59632 or part#10114) what kind of glue do you recommend for Intex pools?

A PVC or silicon based glue for repairing camping mats, tents, shoes, inflatable boats, etc are suitable for INTEX pools.

Does the colour of the printing on the inside of the pool wall fade away with time and does it pose any health risk issue?

Excessive use of pool chemicals can cause the colour of the inside wall printing to fade away faster, like a heavy chlorinated public swimming will cause a bathing suit colour to fade

What should I do with my Above Ground Pool during winter?

Your pool can be easily emptied and stored in a safe place during the winter. However, many people choose to leave their pool up year-round. Clean pool water thoroughly (If Easy Set Pool make sure the top ring is properly inflated). Remove the skimmer (if applicable) or any accessories attached to the threaded strainer connector. Replace strainer grid if necessary. Be sure all accessories parts are clean and completely dry before storage. Plug the Inlet and Outlet fitting from the inside of the pool with the plug provided (sizes 10' and 12'). Close the Inlet and Outlet Plunger Valve (15', 18', and 24'). Remove the ladder (if applicable) and store in a safe place. Be sure the ladder is completely dry before storage. Remove the hoses that connect the pump and filter to the pool. Add appropriate winter chemicals. Consult your local pool dealer as different regions vary greatly. Cover pool with Intex Pool Cover. IMPORTANT: INTEX POOL COVER IS NOT A SAFETY COVER. Clean and drain pump, filter housing and hoses. Remove and discard old filter cartridge (keep a spare cartridge available for next season). Bring pump and filter parts indoors and store in a safe and dry area, preferably heated. STORING POOL FOR WINTER After draining pool, dry pool liner completely (100%). Sprinkle talcum powder on liner to prevent vinyl from sticking together and to absorb any water you may have missed. Roll pool liner to avoid creases and relocate to storage area. Place it in original carton if you saved it. Keep all small parts together with filter pump, manual, and pool, and then place in an area that will remain at room temperature throughout the storage season.