Heat Pump Emergency — What to Do When It Stops Working
When your heat pump stops working, a few quick checks can help you understand the problem and communicate effectively with our technicians when you call. This emergency checklist walks you through the safety steps and diagnostic information to have ready.
Immediate Safety Checks
First, check for any burning or electrical smells — if present, turn off the system at the breaker immediately and call for service. Check the thermostat display — is it blank? If so, replace the batteries or check the breaker. If you see ice on the outdoor unit, do not try to chip it off — you may damage the coil.
Information to Have Ready
Before calling, note your heat pump brand and model (typically found on the outdoor unit label), any error codes displayed on the remote or indoor unit, when the problem started, and any unusual sounds or smells you noticed.
When to Call Immediately
Call for emergency service immediately if you have no heat and outdoor temperatures are near or below freezing, you smell burning or electrical odours, the outdoor unit is making loud grinding or banging noises, or you have a small child, elderly family member, or person with medical conditions in the home without heat.
Safety Reminder
If you smell gas, suspect carbon monoxide or believe there is an immediate danger, leave the property and contact emergency services or the appropriate gas emergency authority. Do not remain inside — exit the building immediately and call for help from outside.