Customer Q & As

Last updated on 10 November 2022.

Below are the answers to some frequently asked questions to help you maintain your pool while we restart our services. If you have any particular concerns that are not covered, please email us at info@pooled.au

Q. How do I continue my Pooled service?

Please make sure your controller is plugged in, turned on at the power point and connected to the internet. Then follow the instructions below to manage your pool chemistry and maintenance until we can restore our full service in early 2023.

Q. What do I need to do to get my pool back online?

If you have unplugged your controller, simply plug it back in, turn it on at the power point and make sure it is connected to the internet. You should then be able to see your pool data using the Pooled app.

You should also plug your pump and chlorinator into the controller if you have unplugged them. We will be in contact at a later date to work with you on how and when your subscription will re-start.

Q. My app doesn’t work!

If your pool controller is plugged in, switched on at the power point and connected to the internet, the app should be showing your pool data. Please contact us if your app is not working so we can look into resetting your access.

Q. When will my chemicals arrive?

Delivery of our Advanced Water Chemistry (AWC) pool chemicals has now restarted and will begin arriving at your door early in the New Year. Shipments of the pool chemicals will continue into January until all of our customers receive their supply.

Q. How do I look after my chemistry until my chemicals arrive?

Pooled Advanced Water Chemistry allows your pool to operate at a higher, more natural pH than conventional chemistry, largely eliminating the need to add acid, buffers, calcium and other chemicals.

Unfortunately, it has taken us a bit longer to restart production of these chemicals and have them delivered to your property.

In the meantime, you can take steps to keep your pool in good condition by following these simple steps:

1. Add salt and acid:
   Add salt or minerals to keep your pool’s salinity at around 4,500 ppm (or as specified in your chlorinator manual).

   Tip: even if you use regular salt, you should add at least one bag of magnesium minerals.
   Add pool acid to keep the pH of your pool to 7.4 – 7.8

You can check your pools salinity and pH level using the Pooled app (your controlled will need to be plugged in and connected to the internet for it to work). Alternatively, you can use test strips or a water test.

For best results we also recommend you also:

• Add phosphate remover (“Starver”) according to directions
• Add water clarifier according to directions
• Add cyanuric acid to ~30 ppm or according to directions
  
  

You do not need to add buffer (sodium bicarbonate) or calcium (hardener) to your pool water.

Q. What other pool maintenance should I do?

While we are restarting services, please take the following actions to keep your pool clean and your pool equipment operating properly:

• Backwash your filter
• Check that the water level is halfway up the skimmer
• Clean leaf traps in skimmers and pumps
• Check the chlorinator plates are clean and the chlorinator is making bubbles
• Brush the pool walls, floor and steps.

Q. My pool is green – what do I do?

To clean a green pool, it is likely you will need to kill and remove the algae. This can usually be done by taking the following these steps:

• Backwash your filter and remove leaves from skimmer baskets and pump leaf traps
• Add liquid chlorine according to the label directions for shock treatment or super chlorination. (Note: if you have black spot, you can also add a copper-based algaecide as well as the chlorine and vigorously brush the black spot with a stiff brush.
• Add acid to lower the pH to about 7.4
• Add clarifier for light or flocculant for heavy algae infestations
• Brush the pool to remove algae from the walls, floor and steps
• Run the pump for 24 hours
• Vacuum the dead algae, then backwash your filter again
• Allow two or three days for chlorine to break down, then adjust the pH again to 7.4 – 7.8

To prevent your pool from going green again you can take the following steps:

• Ensure your pool pump is working, filter is backwashed, leaf traps are clean, and the water level is halfway up the skimmer
• Make sure your chlorinator plates are clean and the chlorinator is producing bubbles
• Keep the salinity at about 4500 ppm (or as specified for your chlorinator)
• Maintain your pH at between 7.4 – 7.8 (until your Pooled Energy chemicals arrive)
  
  

Q. Who can I contact about a pool service?

If you need your pool equipment to be serviced or your pool cleaned, please contact your local pool shop.

If you ask a pool technician for advice on your water chemistry, please make sure they do not add buffer or calcium. This will ensure your pool will be ready for the Pooled chemical treatment when our service is restarted. All other chemicals are fine.