Frequently Asked Questions (FAQ)

New Laundry Card orders are made through your dealer and can be initiated directly from the LaundroPortal, using the Cents Operator Shop:

Review our Cents Operator Shop article for details on how to place an order via the LaundroPortal directly.

New Card orders can also be placed by contacting your dealer directly.

In most cases it is not necessary, but 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.

Please review the article: Receipt Printer and Paper Specs

In most cases, you're able to buy more receipt paper locally, but the above article also lists a paper supplier that you can order more paper from online.

There are various types of promotions you can run with your Laundroworks system. Below are links to the dedicated articles that discusses the different types of promotions in more detail:

If you ever need more Management Cards, or any other type of System Card, you can always create new ones on demand by simply convert any regular User laundry card into whatever new system card you require.

See our: Creating System Cards article for more information on how to create new system cards.

Simply place the used Laundry Card 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) of a user laundry card as the card is being re-dispensed to a new customer. This is something that happens automatically with any Laundry Card the VAC dispenses. During the dispensing process:

At any point, if there's a specific Laundry Card, or LaundryCat/WashLynx App account that you no longer want to work in your store, you can immediately ban that Card/Account via the LaundroPortal.

Please review our Banned Cards article for details on how to ban a Laundry Card or Mobile App account remotely.

Each LaundroPortal access account has the ability to change the password of their specific account; only LaundroPortal access account, with Admin access, have the ability to create new LaundroPortal access accounts.

Please review our LaundroPortal User Access Accounts article for details on how to change account passwords and create new accounts via the LaundroPortal directly.

There are two main ways to add value to a Laundry Card:

For LaundryCat App accounts, you can add or remove value from their account via the Card Tracker

If you need to remove value from a customer's Laundry Card specifically, follow the instructions in this article: Deducting Value / Changing the Balance of a Laundry Card article

This will depend on the specific Payment Processor being used to process the credit/debit card payments.

In general, if you're using Stripe as the Payment Processor, you'll be able to initate the refund back to the customer's payment card, directly from the LaundroPortal's Payment Processing section:

For all other payment processors, you would use the payment processor's own online Portal to initiate the refund back to the customers payment card.

Please review our Refunding Transaction Payments article for more detailed information.

These steps are heavily dependent on the specific type/model of machines you have.

Please review our Configuring Card Reader/Machine Vend Prices article, which has dedicated instructions based on the machine manufacturer and Card Reader communication type being used on the machine.

If the customer did not register their Laundry Card, the situation is difficult as the only way to locate their card would be by the Laundry Card number.

If the customer did register their Laundry Card, you can do a reverse look-up for the card number via the LaundroPortal's Card Tracker.

Simply enter the user's registered phone, or full e-mail address, in the Card Tracker. Registration allows you to perform a reverse look-up for the Laundry 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, then any customer who had registered their Laundry Card prior to losing it, can get a replacement card from the VAC kiosk directly, by using the Replace Card button on the home screen:

The customer can use this feature on their own, as long as their lost laundry card has enough balance to cover the Replacement Card fee that's been configured.

When customers use the Replace Card feature they will be charged a Replacement Card fee, which is dictated by the "Card Replacement Fee (up to $20)" setting, found in the VAC configuration settings menu:

If an error occurs during a new card purchase, or when customers are adding value to an existing card, you'll want to review the transaction records in the VAC Logs to get an idea of what type of error occurred.

Ultimately, the resolution will be heavily dependent on the specifics of what happened, but you can review our article that discusses how to check the VAC logs for transaction errors to get an idea of what types of errors you may see should an issue occur with adding value, or dispensing a new card.

The card contains an antenna and an electronic chip embedded inside the card itself, so punching a hole threw the card (usually done in order to attach it to a lanyard) runs the risk of damaging the internal components and rendering the card unusable.

We strongly recommend using a transparent card sleeve instead of risking punching a hole in a critical area of the Laundry Card.

The best ways to reach out to our support team are: or phone calls:

The support team hours are:

When calling our support line, be sure to leave us a voice message as that will put you in the queue so our next available support agent to return your call asap.

There is a 2 year parts warranty on all Laundroworks parts (with the except of PAX credit/debit card payment terminals, which is 1 year).

Should you run into any issues that you believe may require a replacement warranty part, please contact our support team so we can assist in troubleshooting the issue as there are many issues that can be corrected remotely through settings changes or firmware updates.

If a replacement warranty part is required to correct an issue, there will need to be a Laundroworks support RMA ticket created in order to process the warranty replacement order.

Please review the warranty and replacement process article for more details on the parts replacement process.

This depends on the specific model of Bill Acceptor installed in your VAC kiosk.

Most of our US clients have either a CoinCo model bill acceptor, or an MEI/CPI model bill acceptor.

The smaller style CoinCo models have a capacity of 900 bills, while the newer/larger CoinCo models have a capacity of 1,100 bills.

The MEI/CPI model bill acceptors have a capacity of 1,000 bills.

All VAC Kiosks have the ability to accept EBT cards for payments, it's the specific payment processor being used that determines if your VACs are able to accept EBT cards for payment towards Laundry Cards.

For systems that have the ability to accept EBT cards, the VACs will only work for customers with EBT cards that make use of the TANF (Temporary Assistance for Needy Families) benefits program.

EBT cards that only have access to SNAP benefits cannot be used in Laundromats.

All VACs will come ready to accept EBT cards as payment, however your PINpad terminal needs to be configured to accept EBT cards, by your payment processor specifically, before you're VAC will be able to accept EBT card payments.

In general, if you are using one of our integrated payment processors (Fortis or Stripe);

If you are using some other payment processor, you will need to speak with your payment processor directly to find out if your merchant account is able to accept EBT TANF benefit cards for payments at the VAC kiosk.

If your merchant account is NOT able to accept EBT payments, and you have a VAC equipped with a touch screen, 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.