168 FAQ and Troubleshooting For Tubs and Bath Products

FAQ and Troubleshooting

How do I locate and purchase MTI products:

Q. How do I locate a particular product on the MTI website?

A. Click on Products on the top tool bar. Use the Quick Search on the top of the right side of the page or search using the Product Search boxes on the left side of the page. To search for a specific product, choose either the name or model number. To narrow the criteria of a broad search, select a category and a new refined search drop-down box will open so you can search by specific criteria. Clicking on a product will take you to the specific product page, where you will find links to specifications and retail pricing, standard features, colors, CAD files (if available for that product), and more. To browse, choose a product category and click on whichever products interest you.

Q. How can I find Retail Pricing for the tub and options I’d like to order?

A. Go to the product page and click on Specifications and MSRP, and then scroll down to the second page of the spec sheet to view pricing for product packages and options.

Q. Can I purchase direct from MTI?

A. MTI works through a network of qualified distributors. Please click on the Dealer Locator on the top tool bar to find contact information for distributors in your area. Choose between US and International distributors.

Q. I would like to see an MTI tub. Where do I find them?

A. Click on the Dealer Locator. Each displaying showroom  is listed, showing what MTI products  are on display. It is important to contact the distributor BEFORE visiting. Although it should not happen, there have been occasions where a product has been removed from the showroom floor prior to our receiving notification. The phone number and address are included in the dealer locator listings.

Q. How long will it take to manufacture my order?

A. MTI is known for quick lead times. Most acrylic products ship within 7 working days. Acrylic tubs that are designed with Sculpted Finish® ship within 20 business days. Boutique Collection products ship within 10 working days. MTI also offers a Priority Quick Ship program at a small additional charge. Additional options, custom pump, blower or jet locations do not affect the lead time.

Q. Can I add extra jets to my tub or move existing jets?

A. Yes.  MTI has built the brand with the unique ability to customize each bath. You may call our customer service department at 800-783-8827 to speak to a product specialist to discuss options for a specific tub model. (For more information about customization options, click here.)

Q. How do I choose between an air system and a whirlpool?

A. Deciding between a whirlpool and air bath will mainly depend upon the type of hydrotherapy that you are desiring. MTI air baths provide a light and invigorating full-l body massage, while the whirlpool is best for deep-tissue massages. The best part is, with MTI , you don’t have to choose,  you can have either or a combination whirlpool/air bath!  (To learn more about the types and benefits of hydrotherapy options, click here.)

Q. I am ordering my acrylic bath products in the color black or another non-standard color. Will this slow down my order?

A. MTI stocks the most popular color choices to be able to meet our quick lead time.

Q. I would like to order grab bars on my tub. Is there a standard placement for them or do I need to tell my distributor where I’d like them?

A. If you don’t specify, the standard placement for grab bars is one on each long side of the tub’s interior for end drain tubs. For center drain tubs,  two bars are installed on the front inside edge of the bath. Of course, if you would like to specify where you would like them, MTI is happy to accommodate your specific needs whenever it is possible.


Installation Related Questions

Q. What size water heater will I need to fill one of your baths?

A. Each tub will vary in the amount of water it will take to fill to an average level. On each tub’s product page on this website, the "average fill" and the "maximum fill" are listed. In general, you should have enough hot water to reach the "average fill" plus just a few gallons more.

Q. Do I need to use a specific model drain on my tub?

A. While many drain kits will fit our tubs, we recommend purchasing the drain from us to assure proper fit. The drain kit is included as a standard feature on certain models.

Q. My bath was ordered with the Virtual Spout. How do I connect to it?

A. The plumber will connect the hot and cold valves to the mixing tee, and then to the ½" copper pipe attached to the Virtual Spout. Make sure to follow local plumbing codes pertaining to backflow prevention.

Q. I purchased the Fill-Flush® cleaning system for my bath. What will my plumber need to know?

A. Your plumber will connect the hot and cold valves to a mixing tee (no tub spout required), and then connect to the check valve located underneath the tub, which allows the tub to fill through the jets. The air volume/cleaning port will need to be installed on the deck of the tub, typically between the hot and cold handles.

Q. I purchased the Simple Touch® cleaning system for my bath. What will my plumber need to know?

A. Unlike the Fill-Flush system, Simple Touch does require the use of a tub filler spout. Your plumber will need to tee-off the incoming cold water line and connect to the solenoid located underneath the tub.

Q. Can I relocate the pump and/or blower?

A. Because all MTI tubs are built to order, the pump and blower can be relocated during the manufacturing process (at no additional charge) to accommodate your specific installation. The whirlpool pump may be relocated on most models, but it must be kept immediately adjacent to the tub for proper operation. The air blower can be relocated on-site up to eight feet away from the bath.

Q. I am interested in a freestanding tub. What are some things I should consider?

A. See the applicable freestanding Installation & Homeowner manual (select either ESS or Acrylic) in our Support section to assist with installation and product care information.

Q. I plan to use an overhead shower with my bath tub. How do I determine which tubs are best suited for this type of installation?

A. Certain tubs lend themselves as better choices for tub/shower combinations. While a number of factors may make a tub suitable or not for this type of application, in large part it has to do with the size and shape of the top deck area of the tub itself. On the product page of each tub in this website, we have noted if the tub is suitable for this type of installation.


How to Care for your MTI product:

Q. How do I keep my acrylic tub clean?

A. Acrylic is a non-porous surface and should only require a gentle washing with any mild dishwashing detergent mixed with warm water. Important - Remember to never use abrasive or aerosol products on your tub. (Click here for detailed care & cleaning instructions.)

Q. How can I keep my whirlpool jets clean?

A. A mixture of mild dish detergent mixed in warm water is all that should be needed. Hard water and certain bathing products may require additional effort with a soft brush. To keep all the jets and plumbing lines clean, MTI recommends using its Fresh Wave detergent, available from your local distributor.  (For detailed information on cleaning the plumbing system of your whirlpool tub, click here.) 

Q. How can I keep my plumbing lines clean?

A. MTI is known for the unparalleled Fill-Flush® and Simple Touch® whirlpool cleaning systems. Both systems are easy to operate and consume very little water. When used on a regular basis, either system will keep the internal whirlpool system clean and hygienic. Fresh Wave is a detergent specially formulated to clean the internal plumbing components of any whirlpool. This cleaning solution has been thoroughly tested and is not harmful to any components, including pump seals. Fresh Wave can also be used with Jentle Jet®, Jentle Ped® and any bath with a Fill-Flush or Simple Touch cleaning system. (Click here for information about the results of an  independent testing of MTI whirlpool cleaning systems.)

MTI also offers an Ozone Sanitation System. Ozone gas, made naturally from the oxygen we breathe, is generated while the whirlpool pump is running and immediately mixed into the re-circulating bath water. Ozone, the most powerful oxidizer and disinfectant, kills all known bacteria, viruses, cysts, yeasts, molds and mildew and helps to rid the water of disease-causing microorganisms while you are enjoying the whirlpool bath.

Q. Is it safe to use bath salts or bath oils in my whirlpool?

A. Water soluble products such as bath salts are fine to use, however, MTI does not recommend the use of heavy bath oils. If bath oil is used, refer to the cleaning section of your manual for proper after care and cleaning instructions.   (Click here for whirlpool operating instructions)

Q. How do I adjust the flow of my jets?

A. The individual point massage jets can be turned on and off by rotating the jet nozzle, and the intensity can be changed with the air volume control. If your tub came equipped with either the Fill-Flush® or Simple Touch® cleaning system, the air volume control is also the port for the cleaning solution. Micro-jets are regulated using the cluster control knob. Each group of micro-jets will have its own cluster control.

Q. How do I adjust the direction of my jets?

A. The nozzles of the point-massage jets pivot to redirect the flow.

Q. I have an MTI bath in my home. How do I get a new owner’s manual?

A. You should receive your Installation & Owner’s manual with your tub. If yours is missing, you can access an electronic version in the Support section of this site. Click on the Installation and Operation section.  Select the manual for your product type and download. If you would prefer a replacement hard copy, call 800-783-8827 or e-mail your request to  customerservice@mtibaths.com and we will be happy to provide it.

Q. Where do I find the electrical specifications for each tub component?

A. Go to the Support section on the top tool bar, scroll to mid-page to the Electrical Requirements pdf. Also, electrical requirements are included on product specification sheets.

Q. Are there any special cleaners needed for my Engineered Solid Stone™ tub, shower base and sink?

A. You can use most non-abrasive, mild household cleaners. A mild solution of liquid dish soap and warm water should take care of all your cleaning needs. (Click here for care & cleaning instructions for Engineered Solid Stone™ products.)

Common Technical Questions


Q. I have a "Boutique Collection" engineered solid stone tub and have some damage to the surface. Can this product be repaired?


A. Yes! The surface is repairable. Due to the nature of the product and the difference in repair methods for matte and gloss finish, we recommend that you call our technical department at 800-783-8827 for detailed instructions.


Q. How can I get scratches out of my acrylic tub or shower base?


A. Most scratches can be buffed out using an automotive polish. Any polish suitable for use on "clear coated" automobile paint is fine. Deeper scratches and chips may require the services of a professional acrylic repair technician.


Q. I have an MTI air bath, and it appears to just turn on even if we are not in the tub.


A. Each MTI Designer Collection air bath is equipped with a pair of sensors near the drain of the bath. They appear as two small chrome buttons. Every time water is introduced into the bath, even if the air system was not used, the air system will automatically activate approximately 7 minutes after the water has drained out of the tub in order to purge the system of any small droplets of water. The system will turn off in approximately 1 ½ minutes. The light on your keypad blinks during the countdown to the purge cycle.


Q. I understand the purge cycle, however, my tub is now purging in the middle of the night, how can I stop this from happening?

A. Small, barely detectable power fluctuations may have disrupted the purge cycle. Turn the breaker off (or unplug the blower), wait for ten seconds, then plug back in. The blower should now follow the normal purge cycle.

Q. I have a Jentle Jet® laundry sink, and it appears that the jet action has diminished recently. Is there anything I can do?

A. Yes, remove the suction cover in the sink. Carefully remove the screen (Caution:  the edges may be sharp.) and clean any lint or debris from the screen. Replace the cover and your Jentle Jet should work like new!

Q. I have two jets in my tub that are not working. How do I get them all to work?

A. Each point massage jet can be opened or closed individually. Simply rotate the jet nozzle counter clockwise to open. If your tub came equipped with one of our patented cleaning systems, or is an older tub, the jets may open and close by pulling out or pushing in the jet nozzle.

Q. My bath's hydrotherapy system has been working great for years, then suddenly just stopped working at all, what should I check first?

A. The problem is most likely the breaker or the GFCI outlet under the tub. Check your breaker box first, and then use a hairdryer to test the outlet under your bath where the equipment is plugged in. This should identify the problem. If both these items check out fine, please have your registration number available and contact our technical service department.

Q. How do I find the serial or registration number on my bath?

A. The registration number can be found on a silver sticker attached to the outside wall of your bath. It is typically placed 3-4 inches over the pump and /or air blower.

Q. How can I tell if the inline heater on my bath is working?

A. The inline heater will automatically turn on when the point-massage jets are running. The heater has an indicator light that will glow orange when it’s running. Remember, the heater is designed to maintain the temperature of your bath at 102° F; it will not raise the temperature of the water.

Q. The air bubbles from my air bath seem cool, is this normal?

A. The heated air blower warms the air to slightly above room temperature before it is introduced into the bath, while the average bath water is 103°-105°. Unfortunately, safety concerns do not allow for a blower to produce air bubbles at bathing temperature, as this could burn the skin if the bath were to be turned on without water in the tub. A small group of people are very sensitive to the difference in temperature between the heated air and the bath water. You may find it helpful to turn the bath on for 30 seconds before entering, allowing the air from the blower to reach its maximum temperature. If you live in a colder climate, adding pipe insulation to the air blower hose will also improve the enjoyment of your bath.

Q. How long does it take for the Radiance® feature on my bath to reach maximum temperature?

A. Several factors, such as the ambient surrounding temperature can affect this, but generally it will reach maximum temperature in 1-2 hours. MTI recommends leaving the system on, as the electrical usage is only that of a standard light bulb. This way, your Radiance bath is ready any time you are!

Q. I purchased a 15 year old home with an MTI bath tub in the master bath. The whirlpool system will not turn on. My plumber has determined that a new pump is needed. How do I place an order for a new pump?

A. Any of our distributors can order a replacement pump for you. It is best to look at the pump and write down any pertinent information, as well as jotting down what the on/off control looks like. MTI will more than likely have the replacement pump in stock.