How do I connect my heat pump to Wi‑Fi and the app?
To be able to control the heat pump via the app, you first need to connect it to your wireless network.
Follow these steps:
Download the app to your mobile phone.
Make sure you are using a 2.4 GHz Wi‑Fi network.
Follow the step-by-step guide attached at the bottom of this article.
Complete the connection according to the instructions in the guide.
Important: The heat pump only supports 2.4 GHz Wi‑Fi and cannot be connected to a 5 GHz network.
I cannot connect the heat pump to the app
If the connection fails, it is usually due to the network settings.
Check the following:
That your Wi‑Fi is using 2.4 GHz.
That you are not trying to connect to a 5 GHz network.
That the Wi‑Fi signal is strong where the heat pump is located.
That the app is updated to the latest version.
That the correct password has been entered.
If the problem persists, we recommend that you restart both the router and the heat pump before trying again.
My heat pump is not producing any heat
If the heat pump is not producing heat, this may be due to incorrect settings or restricted airflow.
Check the following:
That the heat pump is set to Heat (heating mode).
That the heat pump is not set to Cool (cooling).
That the heat pump is not in Auto mode during the winter months.
That doors and windows are closed.
That the filters are clean.
That the fan speed is not set to low.
That the outdoor unit is not covered by snow or ice.
That the outdoor unit is free of dirt and leaves.
Important during the winter
During the period from 1 November to 1 May, we always recommend using Heat mode instead of Auto mode.
In Auto mode, the heat pump can switch between heating and cooling to keep the temperature stable, which can result in unwanted cold air being blown out.
My heat pump is not producing any cooling
If the heat pump is not cooling as expected, you should check that it is set for cooling operation.
Check the following:
That the heat pump is set to Cool (cooling).
That doors and windows are closed.
That the filters have been cleaned.
That the condensation water can drain away properly.
To check the drainage:
Remove the filters.
Carefully pour water over the fins.
Check that the water comes out through the condensation pipe.
My heat pump is not working at all
If the heat pump does not respond at all, a restart may solve the problem.
Follow these steps:
Check that the heat pump has power.
Check that the start timer is not activated.
Check the batteries in the remote control.
Switch off the power to the heat pump.
Wait about 5 minutes.
Switch the heat pump on again.
Test both heating mode and cooling mode for about 5 minutes each.
After a restart, it may take a few minutes before the heat pump starts producing heat or cooling.
The heat pump is behaving strangely
If the heat pump is behaving abnormally, a reset may help.
Follow these steps:
Switch off the heat pump using the remote control.
Switch off the power.
Wait about 20 minutes.
Switch the heat pump on again.
If an error code is displayed, we recommend that you check what it means in the product manual before contacting support.
Why does the heat pump make noise?
Some sounds from the heat pump are normal during operation.
Examples of normal sounds:
Clicking sounds from the indoor unit as the material heats up or cools down.
Hissing or rushing sounds during defrosting.
Temporary release of steam from the outdoor unit.
These sounds are normally part of how the heat pump works.
Why is water dripping from the outdoor unit?
Water from the outdoor unit is normal and often shows that the defrosting is working.
When the heat pump takes energy from the outdoor air, condensation forms on the fins of the outdoor unit.
This can lead to:
Water droplets.
Frost forming.
Ice forming.
When the heat pump defrosts, the ice melts and the water drains away from the outdoor unit.
Where should the indoor unit be placed?
The placement affects both comfort and efficiency.
We recommend that the indoor unit:
Is placed close to the rooms that are used most.
Is placed where the airflow can spread freely.
Is not blocked by furniture or curtains.
In a two-storey house, placing it near the stairs can give better heat distribution.
How much space is needed around the indoor unit?
To ensure good air circulation and to allow for servicing, we recommend:
At least 15 cm between the top of the indoor unit and the ceiling.
At least 15 cm of free space on both sides.
We always recommend that the placement is discussed with the installer before fitting.
How does the 8 °C function (frost protection) work?
Frost protection is a function that keeps the temperature at around 8 °C to protect the building against frost.
The function is particularly suitable for:
Holiday cottages.
Garages.
Storage rooms.
Guest houses.
When frost protection is active:
The temperature is kept above around 8 °C.
The heat pump only heats when needed.
Energy consumption is kept low.
Activating frost protection with the remote control
Select Heat mode.
Hold down TEMP + CLOCK at the same time.
Select the 8 °C function.
The function can also be activated via the EWPE Smart app.
How often should the filters be cleaned?
The filters should be cleaned regularly to maintain high efficiency.
We recommend:
Every other week in dusty environments.
Once a month with normal use.
To clean them:
Remove the filters.
Vacuum them carefully.
If necessary, they can be washed.
If you smoke indoors, we recommend cleaning them in lukewarm water with washing-up liquid.
Does the outdoor unit need to be cleaned?
Yes, the outdoor unit needs regular maintenance.
It is important to:
Remove snow.
Remove ice.
Clear away leaves and dirt.
A clean outdoor unit improves the airflow and helps the heat pump to work efficiently.
How does DRY mode work?
DRY mode is designed to dehumidify the air.
In DRY mode:
No heat is produced.
The fan runs at low speed.
The compressor starts and stops automatically to reduce the humidity.
The temperature setting is used as a reference for when the dehumidification should be active.
More dehumidification
If you select a lower temperature:
The compressor runs for longer.
The dehumidification becomes stronger.
The room may feel cooler.
A more comfortable temperature
If you select a higher temperature:
The compressor stops earlier.
The dehumidification is reduced slightly.
The temperature often feels more comfortable.
How does the heat pump work together with a wood-burning stove?
If you use a wood-burning stove during the winter months, we recommend that the heat pump is still set to Heat mode.
When the room temperature rises from the heat of the stove, the heat pump will automatically go into standby.
We do not recommend Auto mode in winter, because the heat pump may then try to cool the room down when the temperature rises above the set temperature.
If you want to distribute the heat from the stove better, you can use the fan mode temporarily.
Can I have different temperatures on a Narvik Duo?
Yes, on the Narvik Duo each indoor unit can have its own temperature setting.
There is, however, one important limitation:
Both indoor units must be in the same operating mode.
For example, you can:
Have 21 °C in one room.
Have 24 °C in another room.
But you cannot run:
Heating on one indoor unit.
Cooling on the other at the same time.
Can I connect the heat pump to Tibber?
Yes, Wilfa's heat pumps can be used together with Tibber.
This requires a separate transmitter from Tibber that is connected to the heat pump.
Contact Tibber for information about compatible equipment and installation.
Does the app or the remote control have control?
The remote control always has the highest priority.
If you change settings with the remote control:
The app is updated with the new settings.
If you change settings in the app:
The remote control is not updated.
In addition, if the remote control is pointing at the indoor unit, it can overwrite changes made in the app.
What does an operating guarantee at -25 °C mean?
An operating guarantee at -25 °C means that the heat pump can continue to work at these temperatures.
It does not, however, mean that the heat output is the same as in milder weather.
In general:
The highest output is achieved at around +7 °C.
The capacity gradually decreases as the temperature falls.
This is normal for all air source heat pumps.
How long is the warranty on the product?
The product is covered by a 7-year warranty for private use. Always keep your receipt as proof of warranty. The warranty does not cover normal wear and tear or faults caused by incorrect use. In the event of a complaint or warranty claim, please contact your place of purchase/installer.