FAQs

The fireplace shuts off when the heater is turned on

1. Make sure the chimney is completely blocked off as any draught will cause the fire to shut down into safety mode.

2. Ensure the fuse in the plug is 13AMP.

If this does not work, then request an engineer visit by filling out our report a fault form.

The fireplace turns off and will not turn on

1. Reset the switch by turning the main power switch off and waiting 10 minutes then turning it back on or resetting the circuit breaker. If this does not work then request our engineer visit by filling out our report fault form

Flame is not moving and appears to be frozen

1. Switch the fire off for 5-10 minutes and retry. Press the flame speed button on the remote or touch screen this should restart the flame picture.
   
   If not successful then request our engineer visit by filling out our report fault form.
   
   

The flame is not visible

1. Check fire has an adequate power supply by checking the fuse in the plug, also make sure the power socket used has power by trying another electrical item in it.

2. Ensure all flame settings on the remote control are set to maximum brightness.

If this does not work then request our engineer visit by filling out our report fault form

The log set and fuel bed are not glowing?

1. Check fire has an adequate power supply by checking the fuse in the plug, also make sure the power socket used has power by trying another electrical item in it.

2. Ensure all Fuel bed settings on the remote control are set to maximum brightness

If this does not work then request our engineer visit by filling out our report fault form

The remote control does not work

1. Replace the batteries in the remote control.

2. Aim control at the sensor located directly behind the glass screen in the centre of the unit just above logs.

3. Replace remote control and/or sensor.

4. Panoramic X & S Remote, press and hold the power button to pair the remote with the fire.

If this does not work then request our engineer visit by filling out our report fault form

The fireplace will not come on when the switch is flipped to ON

1. Check your fire has an adequate power supply by checking the fuse in the plug, also make sure the power socket used has power by trying another electrical item in it.

If there is no issue with the fuse in the plug or power supply then request our engineer visit by filling out our report fault form

The touch control panel does not work

1. Switch off the power by the mains for 10 minutes then retry.

If this does not work then request our engineer visit by filling out our report fault form

If the above troubleshooting doesn't work, please report a fault here (https://www.bespokefireplaces.co.uk/report-a-fault).

Please ensure you follow our troubleshooting guides carefully as unnecessary engineer visits could lead to call-out charges. Please see our T&Cs (https://www.bespokefireplaces.co.uk/terms-conditions) for more information.

If you are unsure how to correctly follow this troubleshooting then please contact us (https://www.bespokefireplaces.co.uk/contact) and one of our trained engineers will call you back for a step-by-step personal troubleshooting service. Please allow up to 72 hours for this service.