SERVICE & SUPPORT

Decoflame Service & Support is your direct point of access to professional support and expert guidance for your bioethanol or hybrid fireplace. Here you will find assistance with troubleshooting, as well as advice on operation and maintenance.

We recommend that you begin by watching the support videos below. In many cases, these videos can resolve the issue quickly and without the need to submit a service request. They provide clear and easy-to-follow solutions to the most common challenges, helping you save both time and waiting time.

Should you require further assistance, you are of course welcome to contact us via the service form.

Our service team is ready to support you further.

VIDEO GUIDES

PRIMING THE PUMP – IS THE PUMP NOT OPERATING OPTIMALLY?

This video provides a step-by-step guide on how to prime the pump on your bioethanol or hybrid fireplace if it is not drawing bioethanol correctly.

The video walks you through the process of removing air from the pump, allowing the bioethanol to flow freely once again. This helps ensure that the pump operates as intended and that your fireplace delivers stable and reliable performance.

HYBRID MIST – FILLING & EMPTYING THE TANK

This video provides a step-by-step guide on how to correctly fill and drain your Hybrid Mist fireplace using demineralised water.

The guide outlines the recommended procedures for both filling and draining, helping to ensure proper operation and protect the fireplace’s components. By following these instructions, you can avoid operational issues and maintain stable and reliable performance of your Hybrid Mist fireplace.

DENVER F3 & F6 – FILLING WITH BIOETHANOL

This video provides a step-by-step guide on how to correctly fill your bioethanol fireplace with bioethanol.

The guide outlines the recommended procedure for safe and proper filling, helping to prevent spillage and ensure optimal operation. By following these instructions, you can achieve stable and reliable performance from your fireplace.

REBOOT FIREPLACE & CONNECT REMOTE CONTROL

In this video, we guide you step by step through how to reset your Decoflame fireplace and pair the remote control with the fireplace.

The video walks you through the entire process and helps resolve common issues if the fireplace or the remote control is not responding correctly.

HYBRID MIST – STEAM ISSUES

If your Hybrid Mist fireplace does not produce sufficient steam during start-up, this may be due to the unit requiring a restart in order to return to its default settings.

We recommend following the guide below before submitting a service request.

Read the guide here