PUMP PARTNER First Use Guide

Welcome & First-Use Tips for Your PUMP PARTNER

Dear Valued Customer,

Thank you for choosing PUMP PARTNER — we're honored to be part of your home’s flood protection plan.

Before You Begin

  • Please inspect the outer packaging for any visible damage from transit.
  • Open the box and check that all accessories are included and intact.

First-Time Charging Note

Each PUMP PARTNER unit is partially charged before leaving the factory for testing. This means your first startup and charge cycle may take longer than usual.

Important: During your first full charge, you may notice that the battery seems to pause at 99% for an extended period — sometimes over an hour. This is completely normal.

At this point, the internal Battery Management System (BMS) is balancing voltage across all 32 high-performance LiFePO₄ cells for safety and longevity.

Once this first calibration is complete, future charges will finish much faster — often within minutes.

Understanding BMS Tip Codes

PUMP PARTNER's BMS functions like a smart computer, constantly monitoring internal systems. Occasionally, the LCD screen may display tip codes — these are not always indicators of faults.

For example:

  • E5: Adapting to grid frequency — a normal 2–3 second task.
  • E17–E33: Battery protection, balancing, and voltage regulation tasks.

These are all automated internal processes and will automatically disappear once the BMS completes its self-check or protection task. Only codes that do not clear on their own are considered abnormal and may require user attention.

There are only two codes that require user action:
E7 (Output Short Circuit) and E8 (Overload Protection). These point to external issues that BMS cannot resolve on its own.

Important Notice About Connecting Two Pumps

Important: PUMP PARTNER is specifically designed to provide reliable backup power for one primary sump pump. If your sump pit has two primary pumps (dual primary pumps) and you plan to connect both pumps to a single PUMP PARTNER, please contact us before installation so we can confirm the safest configuration for your setup.

To perform a quick review, please provide the following information:

  • The rated running current and starting (surge) current of each pump
  • Whether the two pumps may start or run at the same time
  • Whether the household circuit supplying the outlet is protected by a 15A or 20A breaker
Why this matters: Most primary sump pumps operate around 10A–13.5A. If two pumps start or run simultaneously, the combined load may exceed safe limits for the household circuit and the backup system. This can trigger overload protection, which temporarily shuts off power output and may increase the risk of basement flooding.

In most installations, we recommend that the second pump remain on household AC power or be supported by an independent backup source. If you’re unsure which pump should be connected to PUMP PARTNER, email us and we’ll help you confirm the proper setup.

If You See “E8 Overload Protection” (Manual Recovery)

If an overload event occurs and the LCD displays E8, please note that overload protection shuts off power output and will not resume automatically. To restore the unit, follow these steps:

  1. Remove all external loads (unplug the pumps).
  2. Unplug the PUMP PARTNER from the wall outlet.
  3. Press and hold the power button to fully turn off the unit.
  4. Reconnect the PUMP PARTNER to AC power. It will automatically restart and recover.

Need help reviewing a dual-pump setup? Email us at Service@pumppartner.us.

What to Watch During the First Week

We recommend checking on your PUMP PARTNER during its first week. If you observe any of the following, please contact us at Service@pumppartner.us — we’ll respond within 24 hours:

  • The unit doesn’t power on when plugged into AC.
  • The unit doesn’t show charging status or input wattage.
  • It fails to switch to backup mode when AC is unplugged.
  • It powers off unexpectedly while still connected to grid power.
  • The cooling fan doesn’t activate during use or charge.
  • Battery percentage drops rapidly or runtime is unusually short.
  • Any persistent tip codes that don’t clear after rebooting.

Helpful Tools

To estimate your sump pump’s runtime during outages, try our free Backup Time Calculator on our homepage: www.pumppartner.us.

📄 You can also download the full PUMP PARTNER User Manual (PDF) here:
Download Manual

Thank you again for trusting PUMP PARTNER. We’re here to support you — quietly, reliably, and always on your side.

Warm regards,
The PUMP PARTNER Team

Contact us

Have a question, or want a product recommendation?

Get in touch. During business days, We strive to respond within 2 hours.

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Track Your PUMP PARTNER Shipment

Order before 12 PM for same-day shipping. Receive your PUMP PARTNER in 1–5 business days.

Enter your UPS tracking number to check your delivery status.

Important UPS Shipping Notice

Thank you for choosing Pump Partner — “Never-Off. Always Ready.”

All shipments are dispatched from Belle Mead, New Jersey (ZIP 08502).

  1. Typical delivery window: 1–5 business days from the moment we create the shipping label. Due to recent, widespread UPS Ground delays in multiple regions, some shipments may arrive later than usual. Once a delay is detected, our team will immediately contact UPS and actively follow up on the shipment’s progress.
  2. If your UPS tracking shows Label Created — Estimated delivery date will be available when UPS receives the package, please rest assured: the driver has already picked up your package the same day. This status is caused by UPS system/service latency and does not mean your parcel is still with us.
Need proof of pickup? Email your order number and tracking number to service@pumppartner.us. During business hours, we’ll provide the official UPS pickup receipt within 2 hours.
Request Pickup Receipt Track on UPS.com
Pump Partner Support Team · We appreciate your patience and understanding.