Smartwell Support

Product Support


Troubleshooting Resources


Touchless Dispense

Care and Cleaning

How to Replace Pouches





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Floor Standing Product Sheet

Countertop Product Sheet

Floor Standing Care and Cleaning Guide

Floor Standing Troubleshooting Guide


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Contact our Smartwell Team: 866.699.4507 |

Existing Customers: Access Smartwell Portal Here

Frequently Asked Questions


Smartwell units can be installed in many different places including kitchens, break rooms, reception and waiting room areas and more. All that is required for installation is:

  • An area that is roughly eight square feet
  • Electricity
  • A water source that can be up to 10 feet away from the Smartwell unit
  • Access to a Wi-Fi network

For more information on install requirements contact us here.

Installation can occur immediately upon receipt of the unit and consumable pouches.

A trusted name in water delivery, Elkay has a team of licensed and insured installers and technicians who are ready to get your new Smartwell up and running. Installation typically takes two to three hours per machine.

Smartwell will be fully chilled and ready to use three hours after installation is completed.

It does not require a floor drain and is equipped with a drip tray and reservoir.

Operation and Maintenance

Caring for your Smartwell is a breeze. All that’s required of the office or facility manager is weekly cleaning of the unit and flavor and enhancement pouch replacement. Maintenance is easy with the Smartwell portal. The online portal gives you access to data for your connected unit(s) any time of the day. Connected units track usage and send notifications when your units need attention. Your service provider will pick up the heavy lifting with filter and CO2 tank replacement and preventative maintenance.

See our Care and Cleaning tutorial video to see how easy it is to keep your Smartwell in tip-top shape. 

Watch how fast and easy it is to replace flavor and enhancement pouches.

Keep your Smartwell beverage dispenser in tip-top shape for your clients, customers and employees. View our instructional video here or follow the easy instructions in the Smartwell Care and Cleaning Guide.

Pouch replacement is simple! View our instructional video here or follow the easy instructions in in the Smartwell Care and Cleaning Guide.

It connects to the internet using your building or facility’s guest or password protected Wi-Fi. You can also connect using an Ethernet cable.

Smartwell’s connected interface gives you peace of mind and allows you to remotely monitor each unit’s activity from the Smartwell portal. Now you can proactively stay ahead of pouches running low and replace them to prevent downtime. It also provides you with flavor and enhancement data for your unit(s) so you can ensure you are providing the right mix of fun and flavor every month.

The unit will continue to dispense flavors. Account users will not be notified if the flavors are low or empty and the Smartwell portal will not receive unit data until the internet connection to the cloud is restored.

Smartwell beverage dispensers feature Elkay WaterSentry filters that are NSF/ANSI 42 and 53 certified for reduction of lead, particulate, chlorine, taste and odor for fresh, filtered still or sparkling water.

Your citric acid pouch is empty and needs to be replaced. Citric acid is required for all flavored drinks. It acts as a flavor enhancer, so each drink gives you the best experience and true fruit flavor.

Priming is the final step in ensuring pouches are ready for use. The process pulls the liquid from the pouch and through the delivery system so that users receive the right amount of flavor and/or enhancement from the first drink forward.

Yes. The water flow is set at the default recommended level. High and/or low water pressure may impact the flavor to water concentration, so adjustments may be made to improve drink quality. Please reference the Smartwell Troubleshooting Guide for more information.

Smartwell units provide two types of notifications. Connected units track usage and send daily reports of pouch and CO2 tank status. Account users also receive instant notifications when pouches or CO2 tanks are empty, so they can keep up-to-date with their facility’s custom beverage solution.


The Elkay Smartwell portal is the internet gateway to your assigned Smartwell data. Connected Smartwell units communicate through a cloud-based platform to the portal, allowing users to conveniently monitor units, maintain notifications and manage orders – all from a computer, smartphone or tablet.

Anyone who will be responsible for managing and maintaining their facility’s Smartwell units.

The Smartwell portal is connected directly with assigned Smartwell units. Users can set notifications settings for a convenient user experience when managing and monitoring units and receive updates on their desktop, tablet or mobile device in real time.

With the Smartwell portal, you can conveniently monitor units, maintain notifications and manage orders – all from computers, smartphones or tablets.

The Smartwell portal helps users understand drinking behavior in their facilities -optimizing assortment, reducing single-use plastic bottle and aluminum can usage.

  • Dashboards show consumption trends so that flavors and enhancements can be selected appropriately when ordering consumables
  • Elkay Green Ticker™ counts the number of bottles served without the plastic bottle waste.

No, it’s included with the Smartwell unit.

Touchless Dispense

In today’s changing world, users are often apprehensive about touching appliances, handles, etc., that numerous other people may have touched before them. Leading manufacturers of appliances for commercial spaces are looking to provide solutions to address this concern.

This touchless solution provides a secure connection. Users cannot access admin screens or override the dispense time-out. 

No personal data can be accessed if the software was to be compromised.

You don't need to use the feature. Users can still experience Smartwell using the touch screen. The touchless feature will be set to active as a default setting. It can be disabled by turning it off in the Admin/Settings screen.

  • Compatible with iOS versions 12 and13 (+85% of iOS users are in range)
  • Compatible with Android versions 9 and 10 (~60% of Android users are in range) 

The total U.S. market split is iOS 60%, Android 40%. The software will be compatible with future iOS and Android versions as they are released.

Ensure strong Wi-Fi network or cellular connection. In some instances, closing other apps may help to improve speed.

No personal information is collected or stored. Only drink data is stored at the unit.

Check your phone settings. Ensure phone camera is enabled to scan QR codes.

Not at this time.

Disconnect and reconnect to unit. If the problem persists, please contact site manager or service provider.

Version 1.0.0. Go to the app store to check for latest version. Update as needed.

Yes. Ensure settings allow for automatic updates.