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Are you using the optional pH + Mineral Boost Alkaline VOC Filter? If so… We're sorry you are having this issue with the pH + Mineral Boost Alkaline VOC filter. While many of our customers love the taste of our alkaline mineral water, some people perceive tastes differently and pick up on a taste that they don’t love. Some people are even genetically disposed to have a gene that makes them more prone to detect a Sulphur-like taste in the alkaline water. This is similar to how some people love the taste of cilantro, while others detect a soapy taste they find unappealing. The taste in our filter that people have detected will diminish over time as you filter more water. However, if this is not acceptable to you, we recommend switching to our standard VOC filter and using our Perfect Mineral drops to add minerals back into your water. It will not create alkaline water, but it will give you the healthy trace minerals to re-mineralize your water. We are happy to send you a standard VOC filter and refund the difference in cost between the two filters to make this right. If you’d like to do this, please call Customer Service. Here is the Customer Service number and hours: 1-800-220-6570 Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

You describe it as a ring or band of "water" that you need to scrub to remove. This sounds more like some scaling from hard water. While AquaTru does greatly reduce the level of hard water, about 10 percent of it will remain. This may be naturally occurring scaling sediment. Typically, when people want to remove this kind of scaling, we recommend scrubbing with soap and water or using our descaling powder.

​@@AquaTruWater Thank you for the response. I do want to state I do love the AquaTru machine, its well-made and design is great. Explaining without a visual can be challenging, but if you're curious to see a photo of the issue, it's available on Reddit website under the topic 'Reverse Osmosis - what is this clear ring'. To visualize the problem, imagine if water were magnetic and the ring described was an invisible magnet encircling the glass carafe. This ring consists of water and is not a deposit or scale, but rather the water being strongly attracted to the area where the top of the water previously sat. Each time the water level lowers a brand-new ring forms. I don't understand what it is and want to understand as I do not see anyone else mentioning this. For a clearer understanding, it would be best to view the image on the Reddit post I created. Thanks again for your reply; I value it greatly.

@@yellowwidget It just appears to be water. There may be something about that tank that causes the water to adhere to it more than usual. This is not something we hear about from other customers.

Two full tanks. :-)

No. The tank cannot be mounted on its side. Tank Dimensions: 14” x 10” (H x D) Yes, you can use it without the sanitizing adaptor in place and add it when you need to do the sanitizing procedure.

@@AquaTruWater thank you. Does that height measurement include the sanitiser attachment?

@@RyanF91W No. It doesn't include the sanitizer attachment. The engineers are going to provide that full measurement soon. Also, see our correction to the answer above. :-)

@@AquaTruWater thank you for the quick reply. So the piece that would normally go onto the sanitiser will attach to the tank (same size thread) ?

@@RyanF91W Yes. :-) The engineers said you connect the hose directly to the tank in place of the sanitizer. Also, we have received these same questions from our EU distributor and have replied with a little more detail via email.

The level of TDS (Total Dissolved Solids) remaining after AquaTru has filtered the water depends on the level of TDS in your tap water to begin with. AquaTru reduces TDS by about 90% of the starting TDS level. Everyone’s municipal water systems have different TDS levels, even on a daily basis, and some areas experience much more hard water than other areas, so it is difficult to say what would be a typical result for any one person. However, if someone starts with a TDS level of 250, for example, their water should be around 25 after filtering through AquaTru. It’s important to follow the instructions when you first set up your AquaTru and flush 4 tanks through the system to fully prime and flush the system and all of its filters for the first time.

For the AquaTru Carafe… •Tap Water Tank Capacity: 0.7 Gal/2.5 L •Clean Water Pitcher Capacity: 0.5 Gal/1.9L per filtering cycle. •Filtration Time: 0.5 gallons of water in 9 to 12 minutes

Two tanks after replacing a filter. :-)

Please call Customer Service and they will be happy to do some troubleshooting with you and resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

Yes. It works with UK plumbing systems. :-)

If your tank is leaking from underneath, here’s something you can check... There are valves in the ports that connect the tank to the base. These valves open and close via springs. Occasionally, one of the springs causes the valve to stay open. This can happen of the spring gets bent or if some debris causes it to stay open. If you use your finger to move the valves open and closed, that may remedy this issue. Also, make sure the spring is fully in place and not bent or misshapen in some way. If this is not the issue, please call Customer Service, and they can do some troubleshooting and resolve this for you. Please choose the Technical Support and Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

We do not recommend vinegar. The AquaTru descaling power is specifically formulated to remove hard water scaling inside the unit, and it comes with instructions for how to use it to perform the descaling procedure for AquaTru.

@@AquaTruWater Can I use food grade citric acid?

@@earlfechter2228 You can try it, but we recommend the specially formulated AquaTru descaling powder.

Please try lifting the back tank up and reseating it a few times, if an air bubble is in the system, this will clear it out. Also, if you have the Classic or Connect model and have recently washed the front tank, there may be water in the sensor at the top front of the tank. You may be able to turn it upside down and shake the water from there. If this doesn’t help… Please call Customer Service, and they will be happy to resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

@@AquaTruWater@AquaTruWater, yeah, I did that. It worked; took about 12 or so gos

Hey man, did you solve it? I’m having the same issue. If you have anything you think I should know, please let me know! I’m very upset right now. Mine also doesn’t reset🤦🏻‍♂️

@@yanzelenyy8600 just keep running it. It will eventually push out the air

@@yanzelenyy8600 Please call Customer Service, and they will be happy to resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

You only need to empty the tap tank wastewater when the water line gets all the way down to the top of the intake tube. When it gets there, it cannot draw any more water into the filters and will not operate until the remaining wastewater is discarded and the tap tank is refilled with tap water. It is very important to always discard the wastewater remaining in the tap water tank after filtering has completed BEFORE refilling the tank. Never add more water to the tank. The wastewater left in the tap tank after filtering has completed contains highly concentrated contaminants filtered out of the tap water to produce clean water. The level of the contaminants in the left-over water can be up to 6 times higher than the water coming out of the kitchen faucet, because these are all the contaminants that were removed from your tap water by AquaTru and concentrated in a smaller volume of water.

Thanks for responding! I get all that. My question is after I empty tap water can I refill it immediately even though the filtered water is full?

You're welcome. :-) Yes, you can, and once you dispense water and there is more room in the freshwater tank, AquaTru will begin filtering more of the tap water in the back tank, until the front tank is full again.

You do this when you replace filters it seems

Yes. :-) Empty the tap tank wastewater when the water line gets all the way down to the top of the intake tube. When it gets there, it cannot draw any more water into the filters and will not operate until the remaining wastewater is discarded and the tap tank is refilled with tap water. It is very important that you always discard the waste water remaining in the tap water tank after filtering has completed, BEFORE refilling the tapwater tank. Never add more water to the tapwater tank. The wastewater left in the tap tank after filtering has completed contains highly concentrated contaminants filtered out of the tap water to produce clean water. The level of the contaminants in the leftover water can be up to 6 times higher than the water coming out of the kitchen faucet because these are all the contaminants that were removed from your tap water by AquaTru and concentrated in a smaller volume of water.

Please call Customer Service and they will be happy to do some troubleshooting with you and resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

AquaTru will work very well for hard water. However, with very hard water, you will need to change the RO filter more frequently than average. We also recommend a simple “descaling” procedure, which needs to be performed regularly by those with very hard water. AquaTru is intended for water with hardness below 10 gpg (grains per gallon) or 171 mg/L. If the hardness is higher, limescale will build-up on the membrane inside the RO filter. Scale build-up will plug the RO filter and increase filtering time requiring RO filter replacement more often. We do not recommend using AquaTru with water in excess of 10 gpg or 171 mg/L hardness, unless the water is softened prior to filtering in AquaTru, or unless you regularly complete our descaling maintenance. You should be able to find information about your water’s hardness on your water company’s website.

There needs to be enough room to contain these components... Manifold Dimensions: 4” x 11.5” x 13” (D x W x H) Tank Dimensions: 14” x 10” (H x D)

Yes, you can remove it from the base and pour water from the top of the tank.

Please call Customer Service, and they will be able to answer this. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

Please call Customer Service and choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday from 7am-4pm PT Saturday and Sunday from 7am-3pm PT

Using the standard filters, AquaTru is designed to turn tap water into pure, great-tasting water. It is not designed to provide a particular pH level. Depending on the unique properties of your tap water, the purified AquaTru water may have a neutral pH or fall in a pH range above or below that (normally from 5-8). For those who prefer alkaline water, we have an optional pH + Mineral Boost Alkaline VOC Filter made up of a proprietary blend of activated carbon and minerals, including calcium and magnesium. These minerals are known to naturally increase the alkalinity of the water. Alkaline is defined as having a pH above 7. AquaTru’s Alkaline VOC filter will raise the pH above 7 throughout the life of the filter.

When you change a filter, you only need to do 2 rounds.

In our experience, AquaTru is not loud at all. When it is filtering water, it makes a sound that lets you know it's working, but it is not an obtrusive sound...just kind of hums along doing its work.

Not very loud

The AquaqTru Under Sink model is designed to deliver the purified water through the RO faucet, so, unfortunately, this is not possible.

Yes, you can descale the Carafe model. It has its own descaling kit with smaller filter plugs to fit the smaller Carafe model.

​@@AquaTruWaterdoes the descaling kit come with the unit?

@@Davo198 No, it doesn't. Not everyone needs the full kit. It is needed by people who have very hard water. Some people only need the descaling powder to take care of scale buildup in the tap water tank. Some people don't have a need for descaling.

@@AquaTruWaterHow do we know if we have hard tap water?

@@Golds-worthy You should be able to find information about your water’s hardness on your water company’s website. AquaTru will work very well for hard water. However, with very hard water, you will need to change the RO filter more frequently than average. We also recommend a simple “descaling” procedure, which needs to be performed regularly by those with very hard watf#er. AquaTru is intended for water with hardness below 10 gpg (grains per gallon) or 171 mg/L. If the hardness is higher, limescale will build-up on the membrane inside the RO filter. Scale build-up will plug the RO filter and increase filtering time requiring RO filter replacement more often. We do not recommend using AquaTru with water in excess of 10 gpg or 171 mg/L hardness, unless the water is softened prior to filtering in AquaTru, or unless you regularly complete our descaling maintenance.

When first setting it up, water will be filtered, and the tank will fill up before you can dispense water. :-)

The pre-filter ($20) and VOC filter ($30) will last for approximately 600 gallons of water. The main RO filter ($50) will last for approximately 1200 gallons of water.

Yes, you can reuse the descaling filters. :-)

@@AquaTruWater Okay Thanks.

@@mukunds3144 You're welcome. :-)

I just set mine up tonight and having the same issue. Would like to know the answer as well.

Please call Customer Service and they will be happy to do some troubleshooting with you and resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday 7am-4pm PT Saturday 7am-3pm PT

did you ever get this solved? having the same issue

I filled to the top as high as I could without spilling. I get a full carafe now. But the initial set up instructions states not to go past the handle…weird.

It’s normal, a certain concentration of dirty water is left over in the tap water tank as to not over stress the filters. Just empty the tap water tank and fill again and the system will continue to fill the pitcher and stop when the pitcher is full. It takes me one run, and a partial second run to get the pitcher completely full.

You are welcome to try and recycle the filters, but in our experience, the recycling places will not take them. The reason is that all of the toxic debris left over from the water is inside of the filters and if they recycle it and crush it etc., the toxins will then be in the plastic. We have been looking into setting up a recycling program in the future. In the meantime, we recommend that you contact your local city water management department to get their recommendations about recycling used water filters.

We’re sorry your unit is leaking. Please call Customer Service and they can do some troubleshooting and resolve this for you. Please choose the Technical Support and Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Monday-Friday from 7am-4pm PT Saturday from 7am-3pm PT

@@AquaTruWater I figured out the leak and haven’t taken back the comment-I had to stick the 1/4” line further into the recess-My tank osmosis would not fill to full. I ran it for over 3hrs. probably 5 on the timer. The faucet water line… had x3 as little water pressure than the drain line the whole 5hrs. Lastly, a rotten egg after taste from the faucet water line i tried some on the 4th hr. I think that aftertaste is gone now I have the under the sink ph+ mineral boost model from AquaTru What’s going to happen?

@@HotHeadCringe We're sorry you are having this issue with the pH filter. While many of our customers love the taste of our alkaline mineral water, some people perceive tastes differently and pick up on a taste that they don’t love. Some people are even genetically dispositioned to have a gene that makes them more prone to detect a Sulphur-like taste in the alkaline water. This is similar to how some people love the taste of cilantro, while others detect a soapy taste they find unappealing. The taste in our filter that people have detected will diminish over time as you filter more water. However, if this is not acceptable to you, we recommend switching to our classic VOC filter and use our Perfect Mineral drops to add minerals back into your water. It will not create alkaline water, but it will give you the healthy trace minerals to re-mineralize your water. We are happy to refund you the cost of the Alkaline VOC filter and replace it with a classic VOC filter free of cost to make this right. Here is the Customer Service number and hours: 1-800-220-6570 Monday-Friday from 7am-4pm PT Saturday from 7am-3pm PT

If you mean, the color of the RO faucet... The Under Sink model is designed to use a separate Reverse Osmosis faucet, but you can use your own RO faucet. You can find several options on Amazon. Here is a link to several different options… www.amazon.com/s?k=RO+faucet&crid=2C81KBFDSXUM2&sprefix=ro+faucet%2Caps%2C117&ref=nb_sb_noss_1

The pre-filter and the VOC filter both contain activated charcoal derived from coconut shells. The coconut is burned and baked thoroughly into carbon residue. All materials that cause allergic reactions to coconut are gone, so it is hypoallergenic and will not trigger an allergic reaction to coconut. If you have specific concerns, please consult with your physician.

Depending on the mineral content of the water, a new unit should filter one tank in about 10 to 15 minutes. If you have very hard water, your filtering time for one tank of tap water may eventually slow to 25 to 30 minutes or more. This is an indication you would need to use the full descaling kit and replace your RO filter.

Please call Customer Service and they will be happy to do some troubleshooting with you and resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday 7am-4pm PT Saturday 7am-3pm PT

Please call Customer Service and they will be happy to do some troubleshooting with you and resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday 7am-4pm PT Saturday 7am-3pm PT

​@@AquaTruWateris this how the system is supposed to work or is this a fault?

@@Davo198 No, that is not the way it is supposed to work. That's why we recommend a call to Customer Service for troubleshooting. :-)

Until there is a video... It;s just a few steps. Instructions for this can be found on page 15 of the manual. Here is a link to the online manual: aquatruwater.com/wp-content/uploads/2022/11/AQT_Manual_UnderSinkMount_02.22_R8_WEB.pdf

No.

My aquatru will automatically stop before it’s done filtering the solution all the way it stops 3 times before it is finished

@@MrKevin711 Try lifting the back tank up and reseating it a few times. If an air bubble is in the system, this will clear it out. If this doesn’t help… Please call Customer Service, and they will be happy to resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday 7am-4pm PT Saturday 7am-3pm PT

Can I descale the carafe filter as well?

@@ryan_54 Yes, you can descale the Carafe model. It has its own descaling kit with smaller filter plugs to fit the smaller Carafe model.

The presence of micro air bubbles, making the water look cloudy, is normal. Nothing to be concerned about. It is just some air released by the RO membrane. Sometimes a very small amount of air is released and the bubbles are not even noticeable. Sometimes there is a bit more air released and the bubbles are more noticeable.

When it's time to change a filter, the front display will notify you by illuminating a light that shows the filter number that needs changing. The light will remain illuminated until the filter has been changed and the alert light has been reset. During filtering, the lights will cycle, turning off and on, but only then a light turns on and remains on, never turning off, is it an actual filter change alert. At 1:18 in the video, you can see that the filter change light is on and then the rest button turn it off.

AquaTru comes with a universal 24-volt adapter that will work anywhere in the world. You will just need a wall-plug adapter that is compatible with the wall-plugs in your location. We only sell/ship AquaTru in the United States and Canada. Here is the UK distributor for AquaTru: aquatru.co.uk/ They can help with your UK-related questions. :-)

Please call Customer Service and they will be happy to help you with this. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday 7am-4pm PT Saturday 7am-3pm PT

Try lifting the back tank up and reseating it a few times, if an air bubble is in the system, this will clear it out. Also, if you have recently washed the front tank, there may be water in the sensor at the top front of the tank. You may be able to turn it upside down and shake the water from there. If this doesn’t help… Please call Customer Service and they will be happy to resolve this for you. Please choose the Technical Support & Troubleshooting option. Here is the Customer Service number and hours: 1-800-220-6570 Hours: Monday-Friday 7am-4pm PT Saturday 7am-3pm PT