Troubleshooting and FAQs


Find answers to common questions and simple technical troubleshooting steps.


Product Technical Support

General Questions

We do not have authorized service depots. Please call Dimplex tech support at (888) 346-7539.

We will ask for your model and serial number, we will then ask a few questions and diagnose your problem over the phone. We will then send parts as per your warranty. If your unit has a service warranty we will arrange service. Parts are available for purchase if your unit is outside your warranty.

California’s Proposition 65, called the Safe Drinking Water and Toxic Enforcement Act of 1986, gives California consumers the right to know when products contain chemicals known by the state of California to cause cancer, birth defects or other reproductive harm.

As of August 30, 2018, manufacturers of products sold in California were required to notify consumers when products contain chemicals on the state’s Proposition 65 list.

We have updated our website and packaging to include these warnings. You can find the warning near most product UPC labels and on our website under the Specifications tab on product pages.

If you’d like more information on Proposition 65, please visit California’s Proposition 65 FAQ page.

Troubleshooting Guides and Replacement Parts lists are located in the Parts and Service Manual which is included in the original packaging along with the product. If this is lost or misplaced, these manuals can be found by entering the model number found on the unit in the search field in the Product Downloads section. If you have any questions, you can email our customer service team. Please include your model number and serial number so we can assist you quickly and efficiently.

Most Dimplex fireplaces say Dimplex on them somewhere. Other brand names we have sold under were Electrolog, Symphony, and Optiflame. If you need some assistance you may Contact Us.

Please have your model number and serial number available so we can assist you efficiently.

If you would like to see if the products listed here can be found in a physical store near you please visit our where to buy section for a full list of local dealers, retailers, showrooms and other online sellers.

Can’t solve your problem?

Get in touch with our expert team via phone or email.