Radiant Electric Heat
Warranty and Support

Troubleshoot a non-functional heater and submit a warranty claim.

If you do not have a Radiant Electric Heat product, click here for warranty support.

Phase 1

Follow the Troubleshooting Steps

Check the Thermostat

Ensure the display is powered on. Turn the setpoint 5°F above room temperature and wait 5 minutes.

Wall Cove Heater

275–350°F

Ceiling Cove / Ceramic

350–400°F

Erratic or blank screen? Contact the thermostat manufacturer (Mysa or Honeywell/Aube) directly for warranty support — this is not a heater issue.

Measure Surface Temperature

If the thermostat is working, use an Infrared Thermometer (500°F+ capacity) on the center of the panel.

→

If the reading is room temperature or significantly low, proceed to Step 3 to check your transformer and relay connections before requesting a warranty replacement.

Check Transformer & Relay Connections

Before performing an Ohm test, have your electrician verify the controls linked to your infrared system. Reference the Operation Guide and Ecobee Wiring Diagram.

Transformer

Is the low voltage transformer getting the proper voltage that correlates with the colored lead wires?
Is the transformer outputting 24V?
Our low voltage thermostats will not work if they are getting more or less than 24V.

Thermostat

Is the Ecobee's screen on and working?
Is the thermostat set at least 5° above room temperature?
Verify the connections at the terminal per the wiring diagram.

Relay

Is the relay receiving 24V from the thermostat?
The relay LED light should be illuminated red when operating.
If the thermostat is calling for heat but the relay is dark, the relay likely needs replacement.

Heater Wiring

Are the yellow & purple wires connected to the first heater leads?
Blue and gray wires should be capped off.
Are orange and brown wires receiving proper voltage (240V)?

Multiple Heaters Down?

If all the heaters on a relay are not working, test the relay first, then the continuity of all heaters starting with the first. There may be a break in continuity in one heater and the rest will not work.

Electrician needs help wiring the controls?

Jackson Systems: 1-888-652-9663

8 AM – 6 PM EST, Mon–Fri

Verify Power (Ohm Test)

If the controls above check out but the heater is still cold, the issue may be the heating element itself. Have your electrician perform an Ohm test.

✓

Normal Ohm reading?
If your heater reads normal but is cold or sparked, the issue is likely upstream — revisit Step 3.

OL / Open Loop / Infinity?
The element has no continuity and qualifies for a warranty replacement. Proceed to Phase 2 below.

↓ Download REH Troubleshooting Steps as PDF ✉ Email these steps to my electrician

Phase 2

Submit Your Warranty Claim

⚠️ Important Reminders

Photo Quality: If we find a typo or a blurry photo that might cause the manufacturer to reject your claim, we will contact you immediately to clear it up.
Labor Costs: While the replacement element and shipping are covered under warranty, please note that installation labor is not included.
External Factors: If the diagnostic photos show that the failure was caused by external factors (such as water damage, physical impact, or improper wiring), the warranty will not apply. If this occurs, don't worry — we will provide you with a direct link to purchase a replacement element to get your heat back on quickly.

🔧 Needed to Complete Your REH Heater Warranty Claim

Talk to your electrician! They will need to remove, open and test the heating units.
Multimeter and basic tools: Needed to remove the units and perform an Ohm and ground continuity tests.
A phone or camera: Multiple pictures are required throughout the warranty claim process.
Your order and personal information
A shipping address for replacements

Warranty Claim Form


                
                        
                            
                        

                        Did you purchase your product from Heating Green?(Required)
			
					
					Yes
			
			
					
					No
			
Sorry, we only process warranty requests for products purchased directly from Heating Green. You might want to contact your reseller or manufacturer directly.
Your product type(Required)
			
					
					Radiant Electric Heating (REH)
			
			
					
					All other products
			
Sorry, this form is strictly for Radiant Electric Heating products. Warranty information for other products is available at this page: Click Here
Step 1 - Safety First(Required)
Turn off the circuit breaker for the heater you are testing.


⚠️ Do not attempt to open the heater or touch any wires until you have verified the power is off. ⚠️
Safety first(Required) Done
Step 2: Access the connections(Required)
Remove the heater from its mounting brackets if necessary.

Open the junction box cover on the back of the heater to reveal the wiring.
Access the connections(Required) Done
Step 3 - Visual inspection(Picture required)
Look for any loose wire nuts, melted insulation, or scorch marks inside the junction box.

If you see melted wires, the issue may be a loose connection rather than a failed element.

📸 Action required: Take a wide shot picture of the open junction box showing all connections.
Visual Inspection(Required) Done
Step 4 - Disconnect the heater(Required)
You must disconnect the heater’s lead wires (usually Black and White) from the main power lines coming from the wall/conduit.

You cannot get an accurate reading if the heater is still connected to the house wiring.
Disconnecting the heater(Required) Done
Step 5 - Set Up Your Multimeter(Required)
Turn your digital multimeter on and set the dial to the Ohms / Resistance setting.

This is usually denoted by the Greek Omega symbol (Ω).
Multimeter Set Up(Required) Done
Step 6 - Test 1: The Resistance Check(Picture required)

				
							
					
						
				
Touch one probe to the Black heater lead and the other probe to the White heater lead.

Hold them steady until the number settles.



  
    If you see a number (approx 10–100Ω): 
    Your element is GOOD. The heater is working. Do not submit a warranty claim. 
    The issue is likely your thermostat, relay, or breaker.
  
  
    If you see “OL”, “Open Loop”, or “Infinite”: 
    Your element is BAD. The internal circuit is broken. 
    Proceed to the next steps for warranty.
  


📸 Action required: Take a clear photo of the multimeter screen showing the probes touching the wires and the number on the screen.
What was the result of your Ohm/Resistance test?(Required)
			
					
					Numerical value (e.g., 10-100 Ω)
			
			
					
					OL / Open Loop / Infinite
			
Your heater appears to be functional. Based on a normal Ohm reading, the element is intact. Please check our Control Troubleshooting Links, or contact your electrician to check your thermostat, relays, or breaker.
Step 7 - Test 2: The Ground/Continuity Check(Picture required)
Keep one probe on a heater lead wire (Black or White).

Touch the other probe to the bare metal casing of the heater or the green ground screw.


The meter should read “OL”.


If you get a number, the heater is “shorted” to the ground.

📸 Action required: Take a clear photo showing one probe on the wire and one probe on the metal casing/ground.
What was the result of your Continuity test?(Required)
			
					
					Numerical value (e.g., 10-100 Ω)
			
			
					
					OL / Open Loop / Infinite
			
⚠️Your heater is shorted to ground and is defective. The numerical reading indicates an internal failure that creates a significant shock hazard. For your safety, please keep the breaker OFF.
Step 8 - Element Removal(Required)
If you confirmed the element is bad (Step 6 or 7), remove the element from the heater housing.


Be careful not to damage the porcelain terminals.
Element Removal(Required) Done
Step 9 - Final verification(Picture Required)
Place the removed element on a flat surface.

📸 Action required: Take a full-length photo of the heating element, clearly showing the condition of the connector tabs/terminals at both ends.
Final verification(Required) Done
Your information
Your full name(Required)
Your email(Required)
                            
                        
Your phone number(Required)
Your PO / Order number(Required)
Heater Model (e.g., REH-24-20)
Heater Voltage (e.g., 120V, 240V)
Quantity of elements affected(Required)Please enter a number greater than or equal to 1.
First unit
Picture of your open junction box showing all connections (from Step 3)(Required)Wide shot of all connections
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Ohm Test Reading results (from Step 6)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Continuity Test results (from Step 7)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Full-length picture of your heating element (from Step 9)(Required)Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Do you have another heater to submit pictures for? (We require a set of pictures of each unit for which you are filing a warranty claim)(Required)
			
					
					Yes
			
			
					
					No
			
Second unit
Picture of your open junction box showing all connections (from Step 3)(Required)Wide shot of all connections
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Ohm Test Reading results (from Step 6)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Continuity Test results (from Step 7)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Full-length picture of your heating element (from Step 9)(Required)Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Do you have another heater to submit pictures for? (We require a set of pictures of each unit for which you are filing a warranty claim)(Required)
			
					
					Yes, I have another unit
			
			
					
					No, that's all
			
Third unit
Picture of your open junction box showing all connections (from Step 3)(Required)Wide shot of all connections
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Ohm Test Reading results (from Step 6)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Continuity Test results (from Step 7)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Full-length picture of your heating element (from Step 9)(Required)Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Do you have another heater to submit pictures for? (We require a set of pictures of each unit for which you are filing a warranty claim)(Required)
			
					
					Yes, I have another unit
			
			
					
					No, that's all
			
Fourth unit
Picture of your open junction box showing all connections (from Step 3)(Required)Wide shot of all connections
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Ohm Test Reading results (from Step 6)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Picture of your Continuity Test results (from Step 7)(Required)Meter reading + probes visible
Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Full-length picture of your heating element (from Step 9)(Required)Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.
 
Confirmation
I confirm that all pictures are clear and in accordance to the steps detailed above.(Required) I confirm.
Your professional installer contact information
Professional Installer / Electrician company or name(Required)
Professional Installer / Electrician email or phone(Required)
Your shipping address
What address should we ship the replacement element(s) to?(Required)
Confirmation
I have verified that the failure was NOT caused by external factors (e.g., water damage, physical impact, etc..)(Required) I confirm.
I understand that the REH warranty covers the replacement element and shipping only. Labor for installation is NOT covered.(Required) I confirm.
         This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Did you purchase your product from Heating Green?(Required)

Yes

Sorry, we only process warranty requests for products purchased directly from Heating Green. You might want to contact your reseller or manufacturer directly.

Your product type(Required)

Radiant Electric Heating (REH)

All other products

Sorry, this form is strictly for Radiant Electric Heating products. Warranty information for other products is available at this page: Click Here

Step 1 - Safety First(Required)

Turn off the circuit breaker for the heater you are testing.
⚠️ Do not attempt to open the heater or touch any wires until you have verified the power is off. ⚠️

Safety first(Required)

Done

Step 2: Access the connections(Required)

Remove the heater from its mounting brackets if necessary.
Open the junction box cover on the back of the heater to reveal the wiring.

Access the connections(Required)

Done

Step 3 - Visual inspection(Picture required)

Look for any loose wire nuts, melted insulation, or scorch marks inside the junction box.
If you see melted wires, the issue may be a loose connection rather than a failed element.

📸 Action required: Take a wide shot picture of the open junction box showing all connections.

junction box

Visual Inspection(Required)

Done

Step 4 - Disconnect the heater(Required)

You must disconnect the heater’s lead wires (usually Black and White) from the main power lines coming from the wall/conduit.
You cannot get an accurate reading if the heater is still connected to the house wiring.

Disconnecting the heater(Required)

Done

Step 5 - Set Up Your Multimeter(Required)

Turn your digital multimeter on and set the dial to the Ohms / Resistance setting.
This is usually denoted by the Greek Omega symbol (Ω).

Multimeter Set Up(Required)

Done

Step 6 - Test 1: The Resistance Check(Picture required)

Touch one probe to the Black heater lead and the other probe to the White heater lead.
Hold them steady until the number settles.

ohm test

If you see a number (approx 10–100Ω): Your element is GOOD. The heater is working. Do not submit a warranty claim. The issue is likely your thermostat, relay, or breaker.
If you see “OL”, “Open Loop”, or “Infinite”: Your element is BAD. The internal circuit is broken. Proceed to the next steps for warranty.

📸 Action required: Take a clear photo of the multimeter screen showing the probes touching the wires and the number on the screen.

ohm test re

What was the result of your Ohm/Resistance test?(Required)

Numerical value (e.g., 10-100 Ω)

OL / Open Loop / Infinite

Your heater appears to be functional. Based on a normal Ohm reading, the element is intact. Please check our Control Troubleshooting Links, or contact your electrician to check your thermostat, relays, or breaker.

Step 7 - Test 2: The Ground/Continuity Check(Picture required)

Keep one probe on a heater lead wire (Black or White).
Touch the other probe to the bare metal casing of the heater or the green ground screw.
The meter should read “OL”.
If you get a number, the heater is “shorted” to the ground.

📸 Action required: Take a clear photo showing one probe on the wire and one probe on the metal casing/ground.

What was the result of your Continuity test?(Required)

Numerical value (e.g., 10-100 Ω)

OL / Open Loop / Infinite

⚠️Your heater is shorted to ground and is defective. The numerical reading indicates an internal failure that creates a significant shock hazard. For your safety, please keep the breaker OFF.

Step 8 - Element Removal(Required)

If you confirmed the element is bad (Step 6 or 7), remove the element from the heater housing.
Be careful not to damage the porcelain terminals.

Element Removal(Required)

Done

Step 9 - Final verification(Picture Required)

Place the removed element on a flat surface.

📸 Action required: Take a full-length photo of the heating element, clearly showing the condition of the connector tabs/terminals at both ends.

full element

Final verification(Required)

Done

Your information

Your full name(Required)

Your email(Required)

Your phone number(Required)

Your PO / Order number(Required)

Heater Model (e.g., REH-24-20)

Heater Voltage (e.g., 120V, 240V)

Quantity of elements affected(Required)

Please enter a number greater than or equal to 1.

First unit

Picture of your open junction box showing all connections (from Step 3)(Required)

Wide shot of all connections

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Ohm Test Reading results (from Step 6)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Continuity Test results (from Step 7)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Full-length picture of your heating element (from Step 9)(Required)

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Do you have another heater to submit pictures for? (We require a set of pictures of each unit for which you are filing a warranty claim)(Required)

Yes

Second unit

Picture of your open junction box showing all connections (from Step 3)(Required)

Wide shot of all connections

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Ohm Test Reading results (from Step 6)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Continuity Test results (from Step 7)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Full-length picture of your heating element (from Step 9)(Required)

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Do you have another heater to submit pictures for? (We require a set of pictures of each unit for which you are filing a warranty claim)(Required)

Yes, I have another unit

No, that's all

Third unit

Picture of your open junction box showing all connections (from Step 3)(Required)

Wide shot of all connections

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Ohm Test Reading results (from Step 6)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Continuity Test results (from Step 7)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Full-length picture of your heating element (from Step 9)(Required)

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Do you have another heater to submit pictures for? (We require a set of pictures of each unit for which you are filing a warranty claim)(Required)

Yes, I have another unit

No, that's all

Fourth unit

Picture of your open junction box showing all connections (from Step 3)(Required)

Wide shot of all connections

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Ohm Test Reading results (from Step 6)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Picture of your Continuity Test results (from Step 7)(Required)

Meter reading + probes visible

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Full-length picture of your heating element (from Step 9)(Required)

Accepted file types: jpg, jpeg, png, heic, heif, webp, Max. file size: 15 MB.

Confirmation

I confirm that all pictures are clear and in accordance to the steps detailed above.(Required)

I confirm.

Your professional installer contact information

Professional Installer / Electrician company or name(Required)

Professional Installer / Electrician email or phone(Required)

Your shipping address

What address should we ship the replacement element(s) to?(Required)

Confirmation

I have verified that the failure was NOT caused by external factors (e.g., water damage, physical impact, etc..)(Required)

I confirm.

I understand that the REH warranty covers the replacement element and shipping only. Labor for installation is NOT covered.(Required)

I confirm.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Radiant Electric HeatWarranty and Support

Follow the Troubleshooting Steps

Check the Thermostat

Measure Surface Temperature

Check Transformer & Relay Connections

Verify Power (Ohm Test)

Submit Your Warranty Claim

⚠️ Important Reminders

🔧 Needed to Complete Your REH Heater Warranty Claim