Problem guide
Sump pump failure: what to do in the basement
Stay away from water near electricity and describe the water level, alarm, and backup options without opening the pump housing.
Sump pump failure: safety first
If water is entering the basement and may touch an outlet, appliance, or wire, do not walk into the area or handle the pump. Electrical risk is not visible simply because the water looks clear. Contact the appropriate emergency service when a person or the building is at risk.
Do not open the housing, pull on cables, or run an extension cord through a wet area. Use an auxiliary pump only if it can be set up without danger.
What can you observe without diagnosing?
Note the water level, where water appears, whether an alarm is sounding, when the pump last worked, and what changed: heavy rain, thaw, power outage, or unusual noise. Also note whether a battery or backup pump exists, without handling it in an unsafe area.
These clues cannot establish whether the issue is the pump, power supply, float, discharge line, or incoming water. They do help a professional understand the urgency and access required.
Prepare the request
Share your municipality, water level, nearby electrical hazards, and whether anyone has already been exposed. For floodwater or wastewater backup, avoid contact and follow safety guidance before using plumbing fixtures again.
See the sump pump service page and the guide to sewer backup.
Official reference
Protect your home and property in case of flooding — Gouvernement du Québec