Support and Replacement Parts Policy
If you suspect some aspect or part of the card system is malfunctioning, start by contacting us.
Email
Phone
1-888-629-8620 ext 2
It is more productive to email us rather than to call us since you can include photos or videos indicating the problem. An email also auto-generates an internal support ticket number.
When contacting our support team, please include the follow information:
- Your Support ID
You can always find your support ID by logging into your Laundro Portal and checking the black bar section, on the left hand side, just below the Logout button: - The location ID, or address of the account (as it would appear on the Laundro Portal)
This can also be found by logging into the Laundro Portal. You Location ID will be shown next to your store's address: - The reader number as display on the reader's LCD display, if the problem is related to the reader
or VAC number if the problem is related to a VAC kiosk - Photos or videos of the problem
Our technical support team will work with you to diagnose the problem and will try to fix any issues remotely. The Laundroworks system is powered by a lot of software and firmware. Often a remote software/firmware update, or a setting adjustment is all that is required. If a part needs to be replaced, we will generate a ticket number (this is also used as an RMA number). A ticket number is required regardless of whether a part is under warranty or not.
Important Note on Warranty Claims
We will not honor any warranty claims without a ticket number. You or anyone servicing the equipment such as a technician or the dealer MUST contact us with a description of the problem (any photos/videos are always very helpful); our tech support team must analyze the problem before we can issue any ticket numbers for replacements.
The reason for this is simple - often the problem lies not with the Laundroworks equipment or there is some setting, firmware, or software update that can be performed remotely to fix the problem. Our tech support team is trained on this. Unless you have photos/videos that clearly indicate the problem, you will need to be on-site when contacting us. Otherwise, we will not have sufficient information to diagnose the problem.
We will not honor any warranty claims without a ticket number. You or anyone servicing the equipment such as a technician or the dealer MUST contact us with a description of the problem (any photos/videos are always very helpful); our tech support team must analyze the problem before we can issue any ticket numbers for replacements.
The reason for this is simple - often the problem lies not with the Laundroworks equipment or there is some setting, firmware, or software update that can be performed remotely to fix the problem. Our tech support team is trained on this. Unless you have photos/videos that clearly indicate the problem, you will need to be on-site when contacting us. Otherwise, we will not have sufficient information to diagnose the problem.
Warranty
The system comes with a 2-year warranty on all parts (except for the credit card payment terminal which has a 1-year warranty).
Related Articles
VAC Control Board Connectivity and Replacement
This article is useful if you are replacing any components inside the Value Add Center (VAC) kiosk. If you're replacing a VAC control board, you may need the Activation card to activate the board (the VAC will display Not Activated in this case) VAC4 ...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 ...Reader Display Blank
Problem The reader display is powered (has a backlight) but shows no text. For example: This is a faulty reader. It may have come from a defective production batch. There have been a number of readers affected in production batches with serial ...Payment Terminal - IPP320 (Moneris)
The IPP320 with Moneris as the processor is a previous generation payment processing system used in Canada. Below is a list of known issues and ways to address them. PINpad says Alert irruption !!! This means the PINpad has detected tamper and locked ...Configuring the Verifone P400 (Canada)
Overview For new or replacement PINpads, you will need to configure the IP parameters on the pinpad's configuration menu. These parameters are the same for all PINpads. For new deployments, you will also need to set the Merchant ID and ECR ID ...