FAQs
Find answers to your questions about water, dispensers, delivery, and more.
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Account Information
How do I start my account?
To begin a new account with us, you must elect to pay by credit or debit card in a recurring manner with AutoPay. Your payment method will then be charged upon each delivery made to your address. By providing your payment method information, you authorize Primo to place an initial $50 hold charge against your payment method which will be released within 30 days.
You can start a new account by calling us at 1-866-407-7873 or sign up by clicking sign up in the top navigation section of any page.
How can I access my account if I have forgotten my password?
You can access your account by clicking “Forgot password.” We will email a link to you that will allow you to reset your password.
1. Go to the login icon page and click “Forgot password.”
2. Enter your email address in the space provided and click “Send email.”
3. A password reset link will be emailed to the email address we have on file.
4. Click on the link in the email and you can reset your password.
How can I change my account information?
To change the information on your account, you need to log in to your account. Click on the “My Account” option at the top of the page. You can review or change the following information:
1. Account information
2. Billing and payment information
3. Manage logins
How do I change my password?
You may change your password by logging in and selecting “My Account,” and then navigating to the Account Information section at the top of the page. Then click the “Change Password” button. You will need to enter your current password once and your new password twice.
How do I change the name on my account?
To change the name on your account, log in to your account and do the following:
1. Click the “My profile” button just under your name in the blue banner at the top.
2. In the “Account details” section, click the “edit” link under the account name.
3. Enter the first or last name to be changed.
4. Confirm changes.
What do I do if I see an error in the My Account information?
We strive to provide the best experience possible for our customers. Please use our contact us form or call our Customer Care Department at 1-866-407-7873 to let us know about the error you found, what the correct information should be, and an email address or phone number where we can reach you if we have questions. Thank you for letting us know there was an error.
What if I move?
Please contact us at least 7 days before your move to ensure we offer service at your new address. You may do so by phone at 1-866-407-7873 or email using the contact us form. Once it is confirmed that you are staying within a serviceable area, you may move the rental dispenser along with your bottles to your new location. If you are moving to a non-serviceable area, we will pick up the dispenser and/or bottles prior to the move.
What is the difference between “delivery address” and “billing address”?
The delivery address is the address where your products are delivered. The billing address is where your billing invoices are mailed.
Why do I have multiple addresses?
We show both your billing address and delivery address. In addition, if you have recently moved, you may continue to see your previous address until your new address has been updated in your account.
Contact Us
How can I contact you with other questions?
If you have more questions, please use our contact us form or call our Customer Care Department at 1-866-407-7873 and we will be glad to help you. We appreciate your business!
Who should I contact about advertising or event opportunities?
Thank you for your interest. Please use our contact us form.
Online Account Features
How do I manage my account?
Managing your service online is as easy as following these simple steps:
- Review your invoice.
- Pay your invoice through the mail, online, or by calling us at 1-866-407-7873.
- Manage subsequent deliveries by reviewing your delivery schedule and communicating any changes through your route sales representative, online, or by calling 1-866-407-7873.
I’ve signed up for service, what happens next?
After signing up for bottled water delivery service, you will decide what day you would like your dispenser to be set up. A route sales representative will come by your home or office to set up your dispenser, drop off your first bottled water delivery, and review operation instructions. Someone 18 years old or older must be present at this appointment. Dispenser and heating systems of the dispenser will be verified and proper bottle handling and dispenser features will be discussed.
During your initial set-up, you will decide with your route sales representative where to leave your empty bottles and where the new water bottles will be placed.
Refer A Friend
What is the Refer a Friend program?
The Refer a Friend program allows current customers (referrer) to access a shareable url within the self-service platform either on our website or on my water+ mobile app. When the customer shares the url with someone (referee), that referee can use the link to access a special $25 off their first invoice offer. Thirty days after the referee receives their first delivery, the referrer will receive a $25 credit tied to their account that will be applied to their next invoice.
Is there a limit to how many credits someone can earn?
There is no limit to how many credits someone may earn.
What happens if I close my account and I still have earned credits?
A closed account will forfeit any applicable credits as there is no cash value.
What are the terms and conditions of the Refer a Friend Program?
You can read the T&C’s here.
How will I know when I receive a $25 credit?
You can find this information as a line item listed on your invoice.
Do I still get the referral credit if the person using my shareable link chooses another offer?
If the referee chooses to use another offer that is not the Refer a Friend offer, the referrer will not receive the $25 credit. The referee must use the offer shown with the shareable url for referrer to receive credit.
Can I choose to receive my credit in form of payment vs applying it to my Primo invoice?
Currently credit earned has no cash value and can only be applied to your next and future invoices.
Is the shareable $25 offer combinable with other offers?
No, this offer is not combinable.
When will the credit appear?
The credit will appear in your account 30 days after the person who used your link receives their first delivery.
Can I share this with friends and family outside the US?
Currently, this offer is only valid in the United States.
Dispensers
How do I get my top-loading water dispenser to stop leaking?
View this video for troubleshooting steps.
I’m not able to dispense water from my top loading water dispenser.
View this video for troubleshooting steps.
My top loading water dispenser is not producing cold water.
View this video for troubleshooting steps.
My top loading water dispenser is not producing hot water.
Turn all switches to the off position. Unplug the unit. After a few minutes, plug the unit back in, turn the switches back on and give it one hour and recheck the water temperature. If this does not correct the issue, please call our Customer Service Center.
Can I use glass bottles in my bottom loading or portable dispensers?
Due to the size of the Primo probe and the bottle necks, our bottom loading and/or portable dispensers are not compatible with any glass bottles. Modifications to the probe or dispenser to make it fit will void the warranty.
How should I store my top loading water dispenser when going on vacation?
Any time you intend to leave your dispenser for more than a week, the reservoir should have all water removed. Unplug the dispenser, open the drain plug on the back and remove water from the hot reservoir. Empty the cold reservoir by dispensing water from the cold tap at the front of the dispenser. Leave the dispenser unplugged and dry until you are ready to begin use.
How often should I clean my top loading water dispenser?
You should clean your dispenser every 3 months.
How do I clean my dispenser?
Primo recommends that you use the instructions below to dissolve mineral deposits, and sanitize, and deodorize your dispenser every 3-4 months. Time Required: 30 minutes Need: (2) tablespoon regular bleach or (2) cups of distilled white vinegar, (1) Empty 5-gallon bottle, (1) 2-gallon bucket and a Phillips head screwdriver.
Turn energy-saving switches to OFF.
Unplug the power cord from the wall outlet.
Remove the water bottle.
Move appliance away from the wall to gain access to the back.
Remove remaining water from reservoirs by dispensing from the hot and cold taps into a pitcher or bucket.
Remove the cap from a spare empty 5-gallon bottle. Pour the bleach (2 tbsp.) or vinegar (2 cups) and hot tap water (2 Gallons) into the empty bottle.
Apply the cleaning bottle to the dispenser.
Plug the power cord back into the wall outlet and turn the dispenser back on.
Allow the cleaning solution to fill the reservoirs.
Turn the switches back to off and unplug the power cord from the wall outlet.
Wait 10 minutes then drain the water from the reservoirs as described in step 5.
Rinse the bottle and fill with only hot tap water and apply it to the dispenser following (steps 8-9).
Place a two-gallon bucket in the back of the appliance and remove the drain plug, while also flushing water through the taps (step 5).
Replace the silicone plug and drain cap.
Return the unit to its location, install a fresh water bottle, plug the power cord into the grounded wall outlet and turn the energy-saving switch ON.
Is my probe adjustable for 3 Gallon Bottles?
Yes, all probes are adjustable. At the top of the probe, there are tabs that when pressed together simultaneously will release the bottom portion to adjust to a 3 gallon bottle.
Where can I find my dispenser’s manual?
Click here to view all dispenser manuals.
What bottle sizes can I use with the Countertop Dispenser?
The Countertop dispenser can accept both the 3 and 5 gallon sized bottles.
Water Refill
Are Primo® Self-Service Refill bottles BPA free?
Yes. Primo® Self-Service Refill bottles are BPA-free.
How often should I clean my bottle?
To ensure the highest quality water, bottles should be rinsed with baking soda before each use and sterilized Clorox-brand, unscented bleach that is an EPA registered sanitizer every six months. Mix 1 tablespoon of baking soda per gallon of water, place cap on the bottle and shake. Rinse thoroughly and allow the bottle to air dry. To sterilize every six months:
Add ½ teaspoon of Clorox-brand, unscented bleach per gallon of water
Swish water around and let stand for 3 minutes
Pour out and thoroughly rinse until water is clear and no scent can be detected
Air dry
Seal container
Does the Primo® Self-Service Refill Water filtration system eliminate chlorine?
Yes. Primo’s filtration process features activated carbon filtration and a reverse osmosis membrane to eliminate chlorine.
Does the Primo® Self-Service Refill Water purification process destroy bacteria and viruses?
Yes. The ultraviolet lights destroy (disinfect) 99.9% of bacteria and viruses.
What filtration processes are used by Primo® Self-Service Refill Stations?
Our system incorporates three types of filtration:
Sediment Filtration – physically traps particles such as dirt and pipe scale from incoming water
Activated Carbon Filtration – eliminates chlorine which aids in the great taste of Primo® Water
Reverse Osmosis – the reverse osmosis membrane removes any remaining dissolved impurities in the water such as lead, arsenic, mercury and nitrates
Our process also includes ultraviolet sterilization to ensure safe, high-quality water.
Is it safe to store water in plastic bottles?
Yes. Primo bottles are considered a food contact surface. All of our bottles are composed of food grade resins and meet all US FDA requirements.
Is Primo® Water safe for my pets and aquarium?
Yes. Your pets can enjoy our great-tasting water! Consult an aquarium expert for advice on specific needs for fish and amphibians.
Where can I purchase Primo® Self-Service Refill Water?
Primo® Self-Service Refill Water is available nationwide at thousands of convenient locations. Click here to find a local store where Primo® Water is available.
Water Exchange
Does Primo Pre-Filled Exchange Water contain Fluoride?
Primo Pre-Filled Exchange Water does not contain fluoride.
Does Primo® Pre-Filled Exchange Water have an expiration date?
According to the US FDA, bottled water has no expiration date. Primo® Water can be stored indefinitely as long as the bottles are kept in a cool location and out of direct sunlight.
How is Primo Pre-Filled Exchange Water purified?
Using a 9-step purification process we ensure that you enjoy high-quality, great-tasting water.
Is Primo Water safe for my pets and aquarium?
Yes. Your pets can enjoy our great-tasting water! Consult an aquarium expert for advice on specific needs for fish and amphibians.
Where can I purchase Primo Pre-Filled Exchange Water?
Primo® Pre-Filled Exchange Water is available nationwide at thousands of convenient locations. Find a local store where Primo® Water is available.
Where does the water that Primo uses come from?
Primo Water originates from municipal sources.
Do I get a deposit back for my bottle when I stop using the Primo® Water Pre-Filled Exchange program?
Primo does not have a deposit program in the United States. When you make the initial purchase of a 3 or 5-gallon pre-filled bottle from Primo, you are purchasing the bottle also. We offer an exchange program in which you can place your empty 3 or 5-gallon bottle into our recycling center at your local store and you will receive an exchange ticket that allows you to purchase your next pre-filled bottle at a reduced price. We will accept any 3 or 5-gallon bottle as an exchange. If you are no longer interested in using Primo Water Exchange, we offer an empty bottle credit program. Visit www.primowater.com/empty-bottle-credit for additional information.
Where can I view your Water Quality Report?
The Water Quality report (Form SB-220) can be viewed by clicking one of the links below:
Water Quality Report (English)
Water Quality Report (Spanish)
Do Primo Pre-Filled Exchange Water bottles fit all water dispensers?
Primo Water bottles are designed to a standard specification and should fit most water dispensers.
Website Security
Does this website use cookies?
Yes, we use "cookies." Like many websites, we use cookies to make your online experience faster. A cookie is a piece of data stored on your computer's hard drive that allows our website to identify you. Cookies cannot be used to access sensitive account information. You will always have to log in with a username and password to place an order. Please note that if you prevent your internet browser from accepting cookies, certain features of this website may be disabled.
Is your website secure?
Yes, our website is secure. We take all necessary steps to meet industry standards in securing our website. The servers that host our site are kept in a secure location, and may be accessed solely under the instruction of our corporate office for maintenance and upgrades. Certain sensitive data transmitted on this site is stored behind "firewalls." Access to the data is limited to authorized employees and agents acting under our express instructions. Please view our Privacy Policy for more information.
What happens to my personal information?
Keeping your personal information private is very important to us. Please refer to our Privacy Policy for more information. If you have any questions regarding our Privacy Policy, please email us at customerservice@primowater.com.
