Frequently Asked Questions (FAQ)
How do I order more laundry cards?
New laundry card orders are made through your dealer.
If your dealer requires your Card-ID, this will usually be found on the back-side, in the lower right corner:
Contact our support team if you do not know who your dealer is.
Where can I buy more receipt printer paper?
Please review this article: Receipt Printer and Paper
What bonus and promotional features do you have?
- Reload bonuses
- Free Dry Promotion (Washers give monies towards dryers)
- Time-of-Day/Week vend price discounts (used for setting up automated weekly discounts, and enforcing a last wash time)
- Account-specific discounts (e.g 10% all washers)
- Promo Code campaigns
How do I get more Management Cards?
You can simply convert any regular User laundry card into a new Management card.
Can I reuse discarded/returned laundry cards?
Yes, simply put them back into the VAC's card dispenser (it does not matter what orientation you put the cards in the card dispenser).
The VAC will automatically reset the balance (and any associated registered information) before the card is re-dispensed to a new customer.
- Past usage history will not be removed, it will persist for the Card
- System Cards (i.e. Management Cards) will be reverted to regular user cards upon being re-dispensed
How do I ban or block cards from being used?
Please review this article: Banned Cards
How to Change my Laundro Portal Password/Make new Portal Accounts
Please review this article: Portal Access Users
How can I add value to a card's balance (e.g. for a refund)?
There are two ways;
2. If you have a VAC with a touch monitor, you can use your Management card to access the administration area and then add value directly to the user's card.
If you need to remove value from a customer's laundry card, follow the instructions in this article: Deducting Value / Changing the Balance of a Laundry Card
If you need to remove value from a customer's laundry card, follow the instructions in this article: Deducting Value / Changing the Balance of a Laundry Card
How can I issue a refund directly to a customer's credit/debit card
Please review this article: Refunding Transaction Payments
How do I handle customers who've lost their laundry card?
If the customer did not register the card, the situation is difficult as you would have to search for their card using the Laundry Card number.
If the customer did registered their card, you can do a reverse look-up for the card number on the web Portal.
Simply enter the user's registered phone, or full e-mail address, in Card Tracker. Registration allows you to perform a reverse look-up for the card to ascertain the card's remaining balance.
Once the balance is ascertained, you can Ban the lost card and then Dispense a new card for this customer with the correct balance loaded onto it.
Alternatively, if you have a VAC equipped with a touch screen, any customer who's registered their card, prior to losing it, can get a replacement card from the VAC kiosk directly by using the Replace Card button.
When customer's use the replace card feature, they will be charged a replacement card fee, which you can set up in the VAC configuration settings:
Note: It is strongly recommended that you do NOT set the card replacement fee to $0
How do I handle customers who didn't receive a card, or added value, from a VAC?
Please review our article that discusses how to check the VAC logs for transaction errors
Can I punch a hole in the card?
No. The card contains an antenna and an electronic chip inside, so punching a hole could break the card.
We recommend using a transparent card sleeve instead.
How do I get support?
You can email our support team at: support@laundroworks.com
or give our support team a call: 1-888-629-8620
What is warranty and replacement process?
The warranty is 2 years on all parts except for the PAX payment terminal, which is 1 year. Please review the warranty and replacement process article before contacting us a replacement.
What is the capacity of the Bill Acceptor in my VAC?
This depends on the kind of Bill acceptor in your VAC.
Most of our US clients have the CoinCo model with 1,100 bill capacity.
In some cases it may also have a capacity of 900 bills.
How can I accept EBT cards for payment at the VAC?
This depends on how your credit/debit card PINpad terminals have been setup by your payment processor.
All VACs will come ready to accept EBT cards as payment, but your PINpad terminal needs to be setup to accept EBT cards, by your payment processor, before it will start working with your VAC.
Not all US states are allowed to accept EBT cards for payment, so to find out if you're able to accept EBT cards for payment in your specific state, you'll want to speak to your payment processor to find out if you're PINpad terminal is able to be setup to accept EBT payments.
If you are setup to accept EBT payments, only customers who have the cash portion of the EBT benefits will be able to use their cards at the VAC;
customers that only have the food portion of the EBT benefits will not be able to use their EBT cards at the kiosks.
If you're not allowed to accept EBT payments in your state, or you're just not set up for it;
you can contact our support team to have the EBT payment option button removed from the available payment methods that appear on the VAC's payment option screen.
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