Clothes not clean, not spun out, or rinsed well? Still soapy?

Poor wash performance is normally attributed to overloading, too much soap, or an out-of-balance load. Refer to
“Machine Instructions and Tips” FAQ section for more information.

Washer not advancing or won’t finish the cycle?

The hot or cold water may be turned off or the machine may be trying to rebalance your load or flush excess
detergent. This will take extra time for the cycle to finish and your load may not spin out completely.

Note: If load comes out dripping wet, do not put into the dryer. This can be dangerous, expensive, and
cause damage to your clothes as well to the machine. Please rebalance load and rewash without adding
detergent before drying. Refer to “Machine Instructions and Tips” FAQ section for more information.

Washer smells musty?

Washer lids and doors should remain open when not in use. This allows air to circulate and keeps machines
smelling fresh. We recommend that door gaskets and door glass be wiped down after each use to remove excess moisture and
debris.

What does this machine display error code mean?

Suds: Too much soap. Wait while the machine reduces the amount of soap.

Unbalanced: Out-of-balance load or overloaded. Wait while machine tries to rebalance. If it cannot
rebalance, the load may come out more wet than normal. This will take extra time for the cycle to finish and your load may
not spin out completely.

Note: If load comes out dripping wet, do not put into the dryer. This can be dangerous, expensive, and
cause damage to your clothes as well to the machine. Please rebalance load and rewash without adding
detergent before drying. Refer to “Machine Instructions and Tips” FAQ section for more information.

UE: Out-of-balance load or overloaded. Open the door and remove large item or readjust clothing. Shut
door and press start. Each time you press start it can take an extra 30 min.

DE or DE1: The door is not properly latched. Open the door, shut firmly, and press start.

DE2: Requires a technician. Please notify us as soon as possible.

No H2O or IE: No water to the machine. Turn on water or contact property manager to turn on water.
Faucets turn on counter-clockwise. Once the water is back on, press start.

All other codes: Requires a technician. Please notify us as soon as possible.

Not fully dry at cycle end?

If your clothes are warm but still damp, you may have a large or heavier-than-average load. Try running another
dry cycle or split the load into two cycles if needed.

Another possibility is that your washer’s spin cycle may not have completely rung out the clothes due to a hard-to-balance load or too much soap.

Note: If load comes out dripping wet, do not put into the dryer. This can be dangerous, expensive, and cause damage to your clothes as well to the machine. Please rebalance load and rewash without adding detergent before drying.

Dryer not heating at all?

Requires a technician. Please notify us as soon as possible.

What does this machine display error code mean?

DE or DE1: The door is not properly latched. Open the door, shut firmly, and press start.

All other codes: Requires a technician. Please notify us as soon as possible.

I don’t have a credit or debit card. How can I pay?

You can use a prepaid card.

What if I don’t have a smartphone?

A tablet, such as an iPad, will also work.

What if I was double charged, incorrectly charged, or charged and the machine didn’t start?

Please contact PayRange by launching the PayRange app, choose “View Transactions” from the dropdown menu, select the transaction, and click on “Report a Problem.” Write a brief description of the issue and send PayRange the email.

I didn’t get my first wash free. Now what?

Please contact PayRange by launching the PayRange app, select “Contact Us” from the dropdown menu, and choose the appropriate category and subcategories that best describes the issue experienced. Write a brief description of the issue and send PayRange the email.

What if the app is displaying the machine, but I’m unable to connect?

Restart your device and try again.

What if the app says, “Searching for Machines” and can’t find them?

Restart your device and try again. Ensure your Bluetooth is “On” and hit the refresh button on the top right-hand corner of the app. Turning “Off” and turning back “On” your Bluetooth will help reset it.

What if “Server Unreachable” or “Authorizing” is displayed on the app?

Restart your device and try again. Ensure your internet signal (cellular or Wi-Fi) is not weak.

What if the app continues to say, “Machine in Use” but is not?

Restart your device and try again. Make sure location services and GPS on your device are both turned on. Ensure the machine is not being used by another customer. Hit the refresh button on the top right corner of the app and wait a few seconds to see if the message changes.

What happens if I loaded too much money?

Please contact PayRange by launching the PayRange app, choose “View Transactions” from the dropdown menu, select the transaction, and click on “Report a Problem.” Write a brief description of the issue and send PayRange the email.

Can I get my balance refunded?

Please contact PayRange by launching the PayRange app, select “Contact Us” from the dropdown menu, and choose the appropriate category and subcategories that best describes the issue experienced. Write a brief description of the issue and send PayRange the email.

What if my balance isn’t appearing?

Please verify if you are logged into your PayRange account. If you look at the bottom of the app and see the option to Sign In or Sign Up, then the app is not logged into your account. Select “Sign In” and log into your account the same way you created it (via Facebook, email, phone number, or Google).

If you don’t see that amount as your available balance, and you are logged into your correct account, you may need to check “User Preferences” in “Settings.” Make sure the “Default Currency” is set to “U.S. Dollars.” If you don’t see the correct information, setting the default currency for the account to USD will resolve the issue.

Why was my card declined?

Declines can happen for a variety of reasons, but we don’t get specific information about the decline. When we submit a charge to your bank, they have automated systems that determine whether or not to accept the charge.

These systems take various signals into account, such as your spending habits, account balance, and card information like the expiration date and CVC. You will have to contact your bank directly to find out more information about why the card is declining.

Any authorizations for charges that have declined will drop off your account within 72 hours.

How do I Sign In to my account?

Signing in in via email: Select “Sign In with Email or Phone.” Enter the email address and password you used when you signed up for the account.

Signing in via Google or Facebook: Select the “Google or Facebook Sign In” option which you used when signing up.

Signing in via phone: Select “Sign In with Email or Phone.” Enter your phone number and select Sign In.
You will then need to close the app and wait for a text message from PayRange. Once you receive the text message, click on the link. Depending on your phone, the link will reopen the app and log you in, or take you to the PayRange website, where you will be asked if you want to download or open the app. Select “Open” and that will reopen the app and log you in.

What if I forgot my password?

Option 1: Select “Sign In with Email or Phone” on the app. Select “Forgot Password,” enter the email address used to sign up, and then submit. A password reset link will be emailed to you if a PayRange account exists.

Option 2: Go to payrange.com, click on “Sign In,” and select “Forgot Password.”

How do I change the email linked to my PayRange account?

PayRange would need you to verify account information and then update it for you. Please contact them by launching the PayRange app, select “Contact Us” from the dropdown menu, and choose the appropriate category and subcategories that best describes the issue experienced. Write a brief description of the issue and send PayRange the email.

Why has my card been declined?
Declines can happen for a variety of reasons, but we don’t get specific information about the decline. When we submit a charge to your bank, they have automated systems that determine whether or not to accept the charge.These systems take various signals into account, such as your spending habits, account balance, and card information like the expiration date and CVC. You will have to contact your bank directly to find out more information about why the card is declining.

Any authorizations for charges that have declined will drop off your account within 72 hours.

Why does the charge on my card not match the machine price?
Your bank will put a temporary $8.00 hold on your account. After 24-72 hours, the actual amount spent will be applied.

What if the display reads, “Bad Read”?
Try swiping again slower and make sure the card goes in all the way.

What if my card doesn’t read?
Make sure your card’s stripe is facing the correct direction.

I don’t have a credit or debit card. How can I pay?
Purchase a prepaid card at a grocery and/or convenience store.

What if the machine isn’t reading my “Wash Card”?
Make sure the chip is the right direction. The chip should be facing up and inserted into reader chip first.
Keep card away from magnets to avoid loss of stored value.What if I lose my “Wash Card”?

What if there’s a coin jam?
Press the coin return button several times rapidly.