ProSun Customer Service

PROSUN CUSTOMER SERVICE & SUPPORT
If you have questions about any of ProSun’s tanning and wellness products you’ve come to the right place.
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Tanning and Wellness Equipment Services

ProSun is commited to providing the highest level of customer service possible. We want to help answer any questions you may have regarding your tanning and wellness equipment. If you dont see what you’re looking for in the options below please contact us. If you are looking for parts please visit our tanning and wellness parts page here.


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Troubleshooting

Please take a moment to browse through the troubleshooting list to find your issue. If you are unable to resolve the issue with the help provided in the troubleshooting articles, please contact customer service. Residential users: We recommend that you call customer service 1-800-874-2776 rather than opening up a unit.


TROUBLESHOOT TANNING AND RED LIGHT SYSTEMS
Canopy will not stay up or down
  • Ensure the shocks are positioned properly
  • Unit may have incorrect or malfunctioning shocks; these should be replaced
Unit seems unusually hot
  • Ensure the fans are clean
  • If unit is too close to a wall, it should be moved away to ensure proper ventilation
  • If the room temperature is too high (without the influence of the bed), increase ventilation/AC
  • Ensure there is no loose wiring to the fans
  • 3 minute cool down timer may need to be replaced if all fans are not functioning
Facial lamps do not ignite
  • Check loose wires at terminal block to facial ballasts, tighten if necessary
  • Ensure lamps are installed correctly
  • Check and replace the following items if necessary:
    • facial switch
    • lamps
    • ballasts
    • lampholders
Beds will not run a full session
  • Check the following timer mechanisms and replace if necessary:
    • Remote timer
    • Overrule timer
    • Dial/digital timer
High pressure facial(s) run sporadically
  • This may be result of low voltage; Check your voltage and install a buckbooster if necessary
  • A weak starter may need to be replaced
  • Ensure the starter connection is not loose
Cooling fans run constantly or intermittently
  • The 3 minute cool down timer may need to replaced. Contact ProSun to order a new cool down timer.
Bench lamps do not ignite
  • Ensure the bench is plugged into the canopy
  • Check for loose wiring at bench-to-canopy connector and tighten if necessary
  • If the bench-to-canopy connector contains a burnt, strip the wire and replace the connector
Lamps do not turn on
  • After ensuring that there is no loose wiring at the ballast, lampholder or terminal (tighten if so), check the following items and call ProSun’s service department to replace if necessary:
    • Lamps
    • Starter
    • Ballast
Nothing happens when I power on the bed
  • It is possible there is no power to the bed. Check the plug and breaker.
  • If the emergency stop button is engaged, it must be disengaged.
  • Ensure the remote timer is properly connected
  • Check and call ProSun to replace the following items if necessary:
    • Relay
    • Remote Wall Switch
    • Remote Timer
    • Microswitch (units with HPF lamps)
    • Emergency stop
    • Overrule Timez
TROUBLESHOOT AQUAFRIXIO HYDRO MASSAGE SYSTEM
Jets making irregular noises or will not function at all
  • Remove the front skirt. Turn on unit and run full-body massage then release air with valve located above the pump. Take caution as some water will begin to come out of the valve. Place bucket under the valve when opening.
  • If single valves are still not working, go to Settings à Manual Mode to check status of valve.
There is no power to the unit
  • Plug or circuit breaker is tripped: Reset the GCFI on the plug or reset the circuit on the breaker
  • Tripped Fuse: Remove the side skirt, locate fuse on box and if it shows white it needs to be reset
Unresponsive touch screen
  • Unplug the unit, wait ten seconds then plug back in.
Unit has a black screen
  • Disconnect and reconnect all cables that plug into the back of the monitor.
Non-critical water level
  • Add 2 gallons of distilled water
Critical water level
  • Take off skirts and look for leaks. If there is no leak, add 10 – 15 gallons of distilled water
Loose or sagging net
  • Refer to net tightening guide in user manual

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Frequently Asked Questions

Please take a moment to browse through the our frequently asked questions to find your answer. If you are unable to find the answer you’re looking for, please contact customer service. Residential users: We recommend that you call customer service 1-800-874-2776


TANNING AND RED LIGHT SYSTEMS FAQs
How does tanning work?

While all tanning is caused by exposure to ultraviolet (UV) light, there are important differences between indoor and outdoor tanning. Changes in the atmosphere make it impossible to control levels of UV exposure while outdoors. Tanning beds provide the benefits of natural light without the negative effects of damaging UVC rays, which are emitted by the sun.

Is indoor tanning the same as outdoor sun tanning?

While all tanning is caused by exposure to ultraviolet (UV) light, there are important differences between indoor and outdoor tanning. Changes in the atmosphere make it impossible to control levels of UV exposure while outdoors. Tanning beds provide the benefits of natural light without the negative effects of damaging UVC rays, which are emitted by the sun.

How long does it take to get a tan?

How long it takes to develop a base tan depends on several factors. These include your skin type and the type of tanning equipment and lamps used. Some people may see noticeable changes quickly, in just one or two sessions. Others may need to tan three times a week for several weeks before achieving the desired results.

How often should I tan?

It varies from person to person, dependent on individual skin type. It’s always a good idea to wait at least 48 hours between sessions, although some people are able to tan every 24 hours.

Why should I wear eye protection while tanning?

Even when closed, the human eye possesses no natural protection from and is easily injured by exposure to UV light. Unprotected exposure could result in temporary or permanent impairment.

What’s this I keep hearing about “buckboosters”? Everyone tells me that I may need one. Is this just a way for tanning bed manufacturers to sell me something else?

Ensuring that you have the correct voltage is the most important thing you can do to guarantee the proper operation and long life of your tanning bed. Be aware that although your service may be rated at 220 volts, the actual delivered voltage may vary from as low as 205 to as high as 240 volts. It’s important to accurately measure the voltage before installing your tanning bed. If the voltage is too low, the lamps may not light completely, or may not light at all. If the voltage is too high, you run the risk of overstressing and overheating the internal components of your tanning bed, reducing the life of the lamps and possibly resulting in damage that will require costly repairs. A “buckbooster,” or buck-and-boost transformer, is a simple electrical upgrade that will put your voltage levels into an acceptable range.

How can I tell if my voltage is adequate for my tanning bed?

Once you have determined the manufacturer’s recommended voltage range (218 to 230 volts for Prosun’s commercial and some residential tanning beds), an electrician can verify your actual voltage quickly and simply using a voltage meter. A voltmeter is a handy and, at as low as $15 for some models, inexpensive tool for salon owners to invest in and learn to use safely.

When the trucking company delivers my tanning bed will they bring it inside and put it together for me?

Most freight lines deliver door-to-door. Depending on the carrier, you may be able to arrange an inside delivery for an extra charge. Only factory-trained ProSun technicians are authorized to set up and field-test your tanning bed. If you are interested in this service, please contact your sales representative for more information.

How long should tanning lamps last before I change them?

Although most lamps are rated for 1000 hours of life, we recommend changing them at between 600 and 700 hours to guarantee optimum tanning performance. For best results, always change all of the lamps at the same time. This will reduce the likelihood of some lamps being weaker than others are.

What should I do with my old lamps?

Dispose of old lamps responsibly! Most cities offer environmentally friendly removal options for old lamps. Contact your city’s waste management department for more information.

Why does my tanning bed seem to be too hot when I am in it?

Proper ventilation is essential to preserve the cooling system and maintain the overall operation of your tanning bed. If the bed seems to be running hot, make sure the internal fans are clean and functioning. Always place tanning beds far enough away from walls and other obstructions to allow the exhaust system to work correctly. Clean your tanning bed regularly to remove dirt, debris and dust from the internal components.

How long will my acrylics last?

The life of your acrylics will depend on many factors, including, but not limited to: what model of tanning bed you are operating (some have thicker acrylics than others do); how often and respectfully the bed is used; how often the acrylics are cleaned, and with what products; and what type of tanning lotions are being used inside the bed. IMPORTANT: Only use tanning lotions that are approved for indoor tanning. Under normal conditions, we recommend changing acrylics at between 1200 and 1500 operating hours to maintain ideal UV transmission levels.

I have ordered a tanning bed or parts for my tanning bed. When can I expect shipment?

Unless you are notified otherwise, we will ship within 7 to 10 business days of the date your order is received.

I have asked my sales person to arrange for my tanning bed to be installed by a factory representative. What do I need to know?

After you arrange a factory installation with your sales representative, the field service department will contact you to have a pre-job discussion and arrange a date for installation. Our customer service staff is always available to answer any questions you may have about the installation process.

AQUAFRIXIO HYDRO MASSAGE FAQs
My unit won’t turn on.

Check breaker and make sure lever is pulled up to power on unit. Ensure GFCI is on.

How do I fill the unit?

Remove the fill cap that is located at the head end of the unit. Then use the funnel to fill the unit with distilled water. After the fill tube is attached, fill unit with 40 gallons of distilled water. Note: Warranty is void if distilled water is not used.

How often do I add water conditioner?

1 bottle of AquaFrixio water conditioner must be added every 6 months.

How do I clean the top sheet and padding?

To clean top sheet and padding, use anti-bacterial or sanitizing spray and wipe the surface area between users. NEVER use bleach or chlorine based products.

Why is my screen black?

Ensure your unit is plugged in. Make sure all cables are plugged into back of monitor and power button on the side of the screen is turned on.

My unit says low water level.

Add 3 to 5 gallons of distilled water to unit. Note: Warranty is void if distilled water is not used.

My unit says critically low water level.

Add 10 to 15 of distilled water to unit. Note: Warranty is void if distilled water is not used.

The water temperature is too hot.

Make sure unit is away from the wall and ventilation is not blocked. Check water temperature in settings.

luxura vegaz tanning bed with bench open

Warranty

Please take a moment to browse through the our warranty information. If you are unable to find the answer you’re looking for, please contact customer service. Residential users: We recommend that you call customer service 1-800-874-2776


PROSUN TANNING BED WARRANTY

LIMITED WARRANTY Revised January 2019

Warranty Period:

The limited warranty is as follows:

  • 10 year warranty on steel frame
  • 12 Months on Electronic Components.
  • 90 days on Labor.

(Note: additional labor warranty can be purchased at the time of purchase and renewed based on PROSUN’s discretion and availability.

VIEW FULL WARRANTY

PROSUN RED LIGHT WARRANTY

LIMITED WARRANTY Revised January 2019

Warranty Period:

The limited warranty is as follows:

  • 10 year warranty on steel frame
  • 12 Months on Electronic Components.
  • 90 days on Labor.

(Note: additional labor warranty can be purchased at the time of purchase and renewed based on PROSUN’s discretion and availability.

VIEW FULL WARRANTY

AQUAFRIXIO WATER MASSAGE WARRANTY

LIMITED WARRANTY Revised January 2019

Warranty Period:

The limited warranty is as follows:

  • 10 year warranty on steel frame
  • 12 Months on Electronic Components.
  • 90 days on Labor.

(Note: additional labor warranty can be purchased at the time of purchase and renewed based on PROSUN’s discretion and availability.

VIEW FULL WARRANTY

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ProSun Product Return Information


Returns Policy
  • Customer must first contact the Prosun Customer Service Department.
  • No returns on electrical components, lamps, buck and boost transformers, or special orders.
  • All deposits for special orders are non-refundable.
  • All returns must be approved in advance by Prosun Customer Service and are upon their discrepancy.
  • All approved returns or cancelled orders are subject to a 25% restocking fee.
  • Prosun is not responsible for freight charges for returned or cancelled orders when approved.
  • Prosun is not responsible for any damage that occurs to new, un-insured items being shipped and returned to Prosun.
For Warranty Part Returns

Customer must first contact the Prosun Customer Service Department. If it is determined that the part in question is a warranty part, a Customer Service Representative will provide a Return Materials Authorization number (RMA#) that must be clearly marked on the packaging of the goods to be returned. Prosun is not responsible for any damage that occurs to new, un-insured items being shipped and returned. Customer is responsible for the cost of shipping back to Prosun, must properly package the goods to be returned so as to avoid damage in transit, and must use a traceable method of shipment as customer is responsible for the item until it is received in good condition by Prosun.

Returned Goods Should Be Shipped To:

Prosun, International. 2442 23rd Street North Saint Petersburg, FL 33713 Attn: Returns Department

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