Question 1

What kind of installation does the machine require?

Accepted Answer

None, the machine needs only to be plugged and set up through the instructions on the touchscreen. No special installation or connection to water pipes is required.
The machine is designed to work as a closed system. You first fill out the tap water jar manually and reinsert it in the machine. You choose your drink by pressing a button and the water circulates from the tap water jar, through the filters, past the remineralisation and flavour areas and into the clean water jar. The water which gets rejected in the reverse osmosis membrane gets recirculated back to the tap water jar, so no drain connection is necessary.

Question 2

Will TheWell work with the water in my home?

Accepted Answer

Our machine has been designed and optimised to be used with communal drinking tap water. Therefore, if your home is connected to communal drinking water sources, then TheWell is ideally suited for it. 
If your home is not connected to communal water sources (e.g.: you have a well), the suitability of TheWell for your home would depend on the quality of the source water. If it is of reasonable enough quality, then TheWell will work normally; however, if the water is of very poor quality it could affect the lifespan of both the filters and the machine itself, in which case we would not recommend its use.
If your water does not come from communal sources, we would recommend that you test it first and share the results with us. In this case, we would tell you what to test for, and advise you on whether we believe TheWell would be a suitable option for you or not.

Question 3

What type of filtration does TheWell use / what kinds of particles does TheWell remove?

Accepted Answer

TheWell uses a 3-stage filtration system: first, a 1-Micron Sediment Filter that filters out all larger particles and dirt in order to protect the reverse osmosis membrane from sediment build-up that would shorten its life span and reduce efficiency. Then, an Activated Carbon Filter, very effective in removing chlorine and other particles that create bad taste or odor in water. Finally, a Reverse Osmosis Filter made of a semi-permeable membrane that is the most efficient way to clean harmful particles from water. TheWell system uses a very high-efficiency reverse osmosis membrane that not only filters any ions, molecules or larger particles found in water, but does this at high speed.
Thanks to its 3-stage filtration system, TheWell is capable of removing any kind of particles from tap water, including Arsenic, Barium, Cadmium, Chromium, Copper, Fluoride, Lead, Radium, Selenium, viruses, bacteria, hormones, pesticides, pharmaceutical traces, and microplastics.

Question 4

What is the difference between Reverse Osmosis and Activated Carbon filtration?

Accepted Answer

Activated carbon is very effective in removing certain chemicals from water (e.g.: chlorine). It is an inexpensive filtration system, but it does not remove other smaller particles that could be present in water.
Reverse Osmosis is a more expensive and complex filtration system, but is a much more thorough one, able to remove all different types of particles from water (including Arsenic, Barium, Cadmium, Chromium, Copper, Fluoride, Lead, Radium, Selenium, viruses, bacteria, hormones, pesticides, pharmaceutical traces, and microplastics).

Question 5

How often do the filters need to be changed?

Accepted Answer

The filters should only be changed every 2 years on average. This however will be dependent on:
Throwing 	out water from the tap water jar when indicated by TheWell (i.e.: not refilling it on top)
Performing descaling programs whenever a “low flow rate” message is displayed on TheWell’s screen
If the flow rate of the machine has decreased significantly and/or the machine shows a "low flow rate" error, this could be a sign that your filters need changing, even if the 2 years have not passed. Please conduct a descaling procedure first (for more information on descaling, please visit our support page at https://drinklang.com/support/); if the problem persists, please change the filters.
Please note that the lifespan of your filters could be lower than 2 years if the quality of your tap water is very low. If you are uncertain about your tap water quality and its suitability for our system, please contact us at customersupport@drinklang.com

Question 6

How do I know if I need to replace my filters?

Accepted Answer

The machine will let you know when the 2 years are about to be up, so you have time to purchase new ones. If at any point before this the flow of the machine has decreased significantly and it is not solved by running a descaling program (for more information on descaling, please visit our support page at https://drinklang.com/support/), it means it’s time to replace the filters.

Question 7

How often should I do a descaling program?

Accepted Answer

TheWell will let you know that a descaling program is necessary by displaying a “low flow rate” message on the screen. The frequency of descaling programs depends on the quality of your tap water (e.g.: households with tap water with high levels of limescale will have to perform more frequent descaling programs than households with softer tap water). 
For more information on descaling, please visit our support page at https://drinklang.com/support/

Question 8

How do I clean the machine?

Accepted Answer

The machine will run a daily automatic rinsing program, which ensures that all internal parts remain clean. As for the external parts of the machine, the water jars can be washed in the dishwasher at programs with temperatures of 80°C or lower (WARNING: do not use programs with temperatures above 176°F as this could affect the jars' functionalities), and the exterior of the machine can be cleaned with a damp cloth (including the spout).
After some time of use, a descaling program will need to be run; TheWell will let you know when it’s time by displaying a “low flow rate” message on the screen. Please use citric acid as the descaling agent and follow the machine’s instructions. For more information on descaling, please visit our support page at https://drinklang.com/support/

Question 9

How often should I clean the water jars?

Accepted Answer

We recommend that you clean your water jars daily: the clean water jar to ensure the quality of the clean water, the tap water jar to preserve the lifespan of the filters.
They can be washed in the dishwasher at programs with temperatures of 80°C or lower (WARNING: do not use programs with temperatures above 80°C as this could affect the jars' functionalities)

Question 10

Are the water jars dishwasher safe?

Accepted Answer

Yes. They can be washed in the dishwasher at programs with temperatures of 176°F or lower (WARNING: do not use programs with temperatures above 176°F as this could affect the jars' functionalities)

Question 11

I see limescale build-up on the bottom of the tap water jar, how can I clean it?

Accepted Answer

Please remove the jar from the machine, use a soft descaling detergent with a sponge, then rinse it with tap-water. Repeat the procedure unit the lime-scale is completely gone. If there is a lot of build-up, you can first fill the jar with a mix of water and citric acid (2% concentration; e.g.: 0.7 oz of citric acid in 33 fl oz of water) and leave it soaking for some time, then proceed with cleaning as described previously.

Question 12

How much water is discarded through the filtering process?

Accepted Answer

The machine has been designed as a closed system. This means that the water which gets rejected at the reverse osmosis membrane gets recirculated back to the tap water jar.
However, the rejected water carries with it the particles that were filtered out back to the tap water jar as well. Therefore, at a certain point the machine will ask you to discard the water in the tap water jar and re-fill it with new tap water. This is done in order to preserve the lifespan of the filters.
The system will ask you to discard approximately 0.5 litres for every 2.5 litres processed.

Question 13

Why does TheWell ask me to empty the tap water jar before refilling it?

Accepted Answer

TheWell works as a closed system. This means that the water which gets rejected by the reverse osmosis membrane gets recirculated back to the tap water jar. This not only avoids the need for a connection to a drain, but also reduces the amount of water discarded in the process.
However, the water which gets redirected to the tap water jar carries with it all the particles that were filtered out by the reverse osmosis membrane. This means that the lower the water level in the tap water jar, the dirtier the water is (i.e.: contains a much higher concentration of filtered out particles). In order to preserve the filters and ensure they can reach their expected lifespan, TheWell will eventually ask you to discard the dirty water and refill the jar with new tap water.

Question 14

Does TheWell make carbonated water?

Accepted Answer

No. TheWell can make mineralized water (at room temperature or hot), infused water or tea, but does not make carbonated water.

Question 15

Are the descaling cartridges (SDC) to be used for one descaling only?

Accepted Answer

No, they are suitable for the entire life of the device. Please note that the descaling cartridges do not contain any descaling agents; we recommend using citric acid to descale the machine. 
For more information on descaling, please visit our support page at https://drinklang.com/support/

Question 16

Can I use the machine without minerals and flavors?

Accepted Answer

TheWell can be used without flavors, but not without minerals.

Question 17

Why does TheWell add back minerals to the filtered water?

Accepted Answer

Reverse Osmosis is the most effective way to filter particles out of water: a reverse osmosis membrane has pores so small that only water molecules can go through. This means that the good particles in water (salts and minerals) get removed from it along with the bad ones. Since truly pure water does not taste good, and is unsafe to drink in large quantities, TheWell adds back a healthy mix of minerals for great taste.

Question 18

How long do LANGWATER and LANGWATER+ packs last?

Accepted Answer

On standard settings, one set of LANGWATER minerals (A + B) will produce approximately 250 liters of mineralized water, and one pack of LANGWATER+ flavors will produce approximately around 50 liters of infused water.
The shelf life of LANGPAKs is approximately 1 year for LANGWATER+ and 2 years for LANGWATER. This lifespan is not reduced once the packs are used/opened, since they are designed to remain airtight when not in use.

Question 19

Why are LANG minerals and flavors in liquid form?

Accepted Answer

By using liquid concentrates instead of powders, we can instantly prepare your water or drink, since liquids mix instantly with water without the need to mix or wait for solids to dissolve. Additionally, we can dose the minerals and flavors precisely to ensure consistency of taste, without the need for single use capsules or containers. Finally, liquids retain flavor much better than powders do.

Question 20

Are the minerals and flavors certified BIO?

Accepted Answer

No. While our products are all made using all natural ingredients (we don't use additives, preservatives or added sugars), we cannot guarantee that the ingredients are certified BIO.

Question 21

What is the mineral concentration in your mineralized water?

Accepted Answer

On standard settings, LANG mineralized water contains 15.8mg of potassium and 0.4mg of magnesium per 100ml of mineralized water.
However, these concentrations can be manually adjusted under the settings of the machine in the main menu (Menu > Customize > Mineral intensity). 
Please note that the mineral intensity can only be adjusted in % up and down and as a group, not individually for each component. Additionally, it is not possible for the water to be completely mineral-free. It would be unhealthy and negatively affect the taste.

Question 22

Can I adjust the mineral concentration?

Accepted Answer

TheWell allows the user to increase or decrease the minerals concentration level, to match each user's preferences. To adjust the mineral intensity, go to Menu > Customize > Mineral intensity and choose between 5 possible intensity levels. Please note that the mineral intensity can only be adjusted in % up and down and as a group, not individually for each component. Additionally, it is not possible for the water to be completely mineral-free. It would be un-healthy and negatively affect the taste.
Please note that increasing the concentration level from the Normal setting implies fewer servings of LANGWATER.

Question 23

Can I adjust the flavor of my flavored water / tea?

Accepted Answer

TheWell allows the user to increase or decrease the concentration level of the flavors and teas, to match each user's preferences. To adjust the flavor intensity, go to Menu > Customize > Flavor intensity and choose between 5 possible intensity levels.
Please note that increasing the concentration level from the Normal setting implies fewer servings of LANGWATER+.

Question 24

Can I change flavors after every serving?

Accepted Answer

Yes. Both the machine and the packs are designed to allow you to change flavour packs any time – even after every serving if that’s your choice. The packs will keep the contents airtight even after being used and the machine will keep track of the servings left in each pack, even if swapped.

Question 25

Can the temperature of the hot water be adjusted?

Accepted Answer

Yes. The hot water temperature can be set to any temperature between 158°F and 194°F through the menu (Menu > Customize > Hot water temperature).
To adjust the temperature of your tea, please go to Menu > Customize > Flavor temperature.
Please note that the temperature of cold water and cold flavors cannot be adjusted.

Question 26

What are the dimensions of TheWell?

Accepted Answer

TheWell is 13.8in at its base (15.4in counting the jars’ handles), 13.8in deep and 14.2in tall. It weighs 26.5lb

Question 27

What is the power consumption of my TheWell?

Accepted Answer

TheWell consumes less than 4Wh per liter of room temperature mineralized water and 55Wh per liter of hot mineralized water. When on standby, it consumes 0.5Wh.

Question 28

My machine does not turn on

Accepted Answer

Please verify that the machine is properly attached to the power socket and that there is power to that socket. Try pressing the touch buttons on the front of the machine. If the machine still doesn't turn on, try moving the spout up and down and removing and inserting the tap water jar.
If the machine still doesn’t turn on, please contact our customer service at customersupport@drinklang.com

Question 29

Shall I disconnect my TheWell from the power source if it is not being used?

Accepted Answer

It is not necessary to disconnect the machine when not used for a few hours or a few days. However, it is advisable to disconnect it if it will not be used for extended periods.

Question 30

Can I leave my TheWell unused for long periods?

Accepted Answer

TheWell is designed to be used regularly. If left unused for long periods, some steps will need to be taken to ensure the cleanliness of the water produced. Please see below for our recommendations:

Under 2 weeks: no special steps need to be taken (the machine will perform a hot cleaning once it is turned 	on).
Between 2 weeks and 2 months: if you plan to leave your machine unused (or disconnected) for a period between 2 weeks and 2 months, please take the following steps:

Remove and empty out both jars (tap and clean water). Wash them and keep them off the machine.
Remove the filters and empty them, by placing them upside down in a sink. Keep them off the machine.
Disconnect the machine from the power source.

Once the machine needs to be put in use again, DO NOT RUN THE HOT CLEANING CYCLE AS A FIRST STEP; this could ruin the machine. Please follow the below procedure:
Insert the jars and filters
Connect the machine to the power source. DO NOT TURN THE MACHINE ON with the Power button. If you did and the machine prompts you to run a hot cleaning cycle, please turn the machine off immediately.
Press the Menu button, select the Maintenance Menu and choose "Filter rinsing". Follow the instructions.
Turn on the machine with the Power button and perform the Hot Cleaning procedure.
Longer than 2 months: Follow the same instructions as above, but after the first filter rinsing, perform a sanitation procedure (filter rinsing with 125 ml 3% hydrogen peroxide). This step can be performed either before or after the Hot Cleaning step.

If even after the sanitation procedure the water coming out of the machine has a foul smell or tastes off, the filters need to be replaced.

Question 31

The flow in my machine is very low / my machine is displaying “Low Flow”

Accepted Answer

If your machine’s flow has decreased significantly, it could mean that there is a limescale build up. Please carry out a descaling program (Menu > Maintenance > Descaling) using citric acid. For more information on descaling, please visit our support page at https://drinklang.com/support/
If the low flow persists, please contact our customer service at customersupport@drinklang.com

Question 32

Can I test the TheWell / can I try the water?

Accepted Answer

We only sell directly to consumers online, so we unfortunately cannot provide any locations for a product test.

Question 33

What should I do with the used filters and LANGPAKs?

Accepted Answer

Used filters and LANGPAKs should be disposed of by customers, ideally through a recycling program. We will hopefully offer recycling programs ourselves in the future, but unfortunately not yet.

Question 34

My machine says "Fill", even though the tap water jar is full.

Accepted Answer

Inside the tap water jar, there is a sensor responsible for measuring the water level, and the floating "ball" might have gotten stuck.
Please remove all the water from the tap water jar, reach into the jar with your hands and try to move the floating "ball" up and down a couple of times. After that, please perform a descaling program with citric acid, following the instructions on LANG's support page: https://drinklang.com/support/
If the problem still persists, please get in touch with the LANG support team at customersupport@drinklang.com

Question 35

My machine is showing an error message, how can I solve it?

Accepted Answer

Your user manual contains an extensive list of possible error messages and how to solve them. If you cannot find your error message or cannot solve the problem, please contact us at customersupport@drinklang.com

Question 36

My TheWell is indicating “Low Minerals”, what can I do?

Accepted Answer

The machine is letting you know that the mineral LANGPAKs will soon need to be replaced. Please make sure that you have spare ones, so you can replace them once the machine displays the “Empty Minerals” message. You can purchase new mineral cartridges through our website, at https://drinklang.com/shop/

Question 37

My LANGPAK is wet / leaking, what can I do?

Accepted Answer

Please clean the LANGPAK with a dry, clean towel and wait a few hours. If the cartridge stays dry, it is safe to use. If the cartridge gets wet again, there might be a leak and should not be used anymore; please contact us at customersupport@drinklang.com if that is the case.

Question 38

I have questions about/issues with my LANG products and/or order, who can I contact?

Accepted Answer

For any questions or issues, please get in touch with the LANG support team at customersupport@drinklang.com

Question 39

Can I buy a TheWell where I live?

Accepted Answer

We sell in all US states, except Alaska, Hawaii and Puerto Rico.

Question 40

What payment methods do you accept?

Accepted Answer

We accept all major credit cards and Paypal. We do not have the option of paying in installments.

Question 41

My clean water jar overflows

Accepted Answer

Please note that the machines work with a flowmeter. This means that the machine dispenses the amount of water indicated on the settings, regardless of the amount of water already in the clean water jar, similarly to a Nespresso machine: if you choose a long coffee but place an espresso cup on the serving dock, the cup will overflow. Therefore, it is very important that the correct portion size is selected in the machine and that the container is completely empty when placed in the docking station.
In order to adjust the level, please go to JAR/BOTTLE FILL LEVEL in the menu. From this menu item you can choose whether you want to use the LANG Clean Water Jar, the LANG Bottle, or your own custom bottle or jar. If you choose a custom bottle, you will be prompted to select the desired volume. This setting will affect processing when the spout is in the raised position. You can also adjust the fill level for a glass or cup, which will affect processing when the spout is in the lowered position.

Question 42

A "High TDS" warning is showing

Accepted Answer

This means that your tap water has a high content of particles that will be filtered. This is not a problem in itself, as the machine will filter them out, but you should expect a slower processing time than the normal 4min per litre and a shorter lifespan of the filters than the 2 years. Important counter measures would be to always empty the tap water jar when the machine prompts you to (it normally asks you to discard 0.5l out of 2.5l processed - please read "How much water is discarded through the filtering process") and doing more frequent descaling programs. Another option, which we know some customers with especially bad quality water sometimes do, is getting a water softener as a pre-step to TheWell. 
Please note you can disable the TDS warning permanently through the settings.

Question 43

A "Low flow rate" warning is showing

Accepted Answer

Please note that this is just a warning, so your machine is safe.
A low flow rate cloud be caused by one of the following: 
1. When first set up, or after a filter change, some air might be trapped inside - please wait a few days, until a few jars have been processed, as usually this resolves by itself. You can also conduct a filter rinsing program to accelerate the process.
2. The tap water jar temperature is too low - please try using room temperature water.
3. The tap water has a very high TDS level (e.g.: very high levels of limescale) - we cannot fix the flow in this case, as this means that the machine is filtering out a very large number of particles, therefore processing the water at a lower rate than normal. Some customers with especially bad quality water use a water softener on their tap water, in order to preserve their TheWell and accelerate its processing time.
We suggest to monitor the performance of the machine during the next 2-3 days. If the problem persists, please measure how long it takes to process a full jar of clean water and contact us with the results.

Question 44

The machine asks for a filter change but my filters are new

Accepted Answer

Sometimes the date doesn't get saved correctly when the machine is initially set up or has been disconnected for a long time. This then makes the machine already ask for the filters to be changed, despite them being new; please note that you don't need to change the filters. 
To ensure this doesn't happen to you, please follow the below steps when setting up the new TheWell:
1) start the machine
2) select the language
3) set the correct date and save it
4) as soon as the machine shows "Insert filters 1+2+3 and confirm" turn off the machine by disconnecting the power cable
5) wait 30 seconds
6) insert the power cable without turning on the machine
7) press the "MENU" button
8) select setup -> set date
9) verify that the date is correct, if the date is not correct change it
10) turn off the machine by pressing "ON/OFF"
11) press the "ON/OFF" button and continue with the change filters procedure

Frequently Asked Questions