If you suspect some aspect or part of the Laundroworks card system is malfunctioning, start by contacting our Support Team:
Laundroworks Support Email Address: support@laundroworks.com
Laundroworks Support Phone Line: 1-888-629-8620
Mon-Fri, 9 AM - 6 PM ET
Sat-Sun, 10 AM - 6 PM ET
It can sometimes be more productive to email us rather than to call us since you can include photos or videos indicating the specific issue you're running into.
An email also auto-generates an internal support ticket number, which is required should we need to ship any replacement parts to correct an issue.
When contacting our support team, whether by phone or email, along with describing the issue you're running into, please include the follow information so we can quickly look up your account and start the troubleshooting process:
Your Support ID
You can always find your support ID by logging into the LaundroPortal and checking the black bar section, on the left hand side, right in the top left hand corner of the page:
The Location ID, or address of the account (as it appears on the LaundroPortal)
This can also be found by logging into the Laundro Portal. You Location ID will be shown next to your store's address:
The Card Reader number (as it appears on the physical display on the reader itself), if you're having an issue related to a specific Card Reader
or the VAC number if the problem is related to a VAC kiosk.If you're unsure what the specific VAC# is of the VAC you need troubleshooting help with;
if the VAC is equipped with a touch screen, you can place a Management Card into the VAC's card holder, and the touch screen will display the VAC# in the top left hand corner (along with it's Support and Location ID):
Alternatively, you can also use a Laundry Card to process any type of transaction at the VAC kiosk, and check the VAC Logs to see which VAC number created that transaction record.Photos or videos of the problem
These are always helpful when troubleshooting various issues, so feel free to include photos, videos, or screenshots preemptively when contacting us via email.
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 cannot honor any warranty claims without a support 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
All Laundroworks systems come with a 2-year warranty on all Laundroworks parts (with the exception of PAX PINpad terminals which come with a 1 year parts warranty).