Where is the machine?
Have your name, machine location, and a callback number ready. If someone else will be on-site, include their contact information.
TECHNICAL SUPPORT & SERVICE NETWORK
KEEP YOUR ICE BUSINESS
MOVING.
A clear path to help for your IHA equipment. Get troubleshooting guidance and service support when your ice and water vending machine needs attention.
Call technical supportEmail technical supportSTART HERE
ONE MACHINE.
OR MULTIPLE LOCATIONS.
Tell us which equipment is affected and what you are seeing. Start with technical support for troubleshooting and guidance on the next step.
For a site-specific service arrangement, include your business name and contact information so the team can review the applicable service scope.
BEFORE YOU CONTACT US
THE RIGHT DETAILS HELP US HELP YOU.
Which unit needs help?
Include the machine model, serial number or machine ID, and whether one machine or several locations are affected.
What changed?
Share the symptoms, when the issue began, any displayed error or SmartIce alert, and checks already completed. Photos can help explain what you see.
FROM TROUBLESHOOTING TO FIELD SERVICE
A CLEAR NEXT STEP.
Connect with support
Describe the affected equipment and its current status so the support team can help assess the issue.
Review the options
Discuss remote troubleshooting and whether parts or an on-site service visit may be needed.
Coordinate service
If field service is needed, confirm location coverage, site access, scope, and scheduling with IHA before making arrangements.
Visit availability, response commitments, and charges depend on location, the work required, and your service agreement. This page does not create a service appointment.
FIND THE RIGHT RESOURCE
SUPPORT FOR YOUR ICE VENDING BUSINESS.
SmartIce
Access your machine information or browse SmartIce help resources.
Visit SmartIce ↗SmartIce help ↗
Replacement parts
Find parts and maintenance supplies for your IHA equipment.
Shop IHA Parts Direct ↗Planned maintenance
Compare Penguin Plans for ongoing maintenance, monitoring, and technical support.
Compare service plansCOMMON QUESTIONS
Can we request help for several locations?
Yes. When contacting support, identify each affected location and machine separately, and provide a primary owner contact and an on-site contact where available.
Does contacting support automatically schedule a technician?
No. Start by discussing the issue with technical support. If an on-site visit is needed, confirm availability, timing, and any charges with IHA.
Is this where I ask about a new installation?
For site planning or a new deployment, contact our team. Use technical support for equipment or operational issues.
Is all repair work covered by a service plan?
Coverage depends on your plan and agreement. Parts, specialist work, and some repairs may be billed separately. Review the Penguin Plans and confirm coverage with the team.