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

You can obtain a prepaid Visa or MasterCard at a grocery or convenience store and link that card to the app.

Why was my card declined?

Contact your bank directly to find out why the card has 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. In order to avoid a decline, be sure you have a minimum of $8 available on your account for the hold period.

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

Submit a Service Request or call us at 1-800-526-0955.

What happens if I loaded too much money?

Submit a Service Request or call us at 1-800-526-0955.

What if my balance isn’t appearing?

Please verify if you are logged into your account. If your balance is not appearing on the top of the home page, please submit a Service Request or call us at 1-800-526-0955.

How can I get my balance refunded?

Submit a Service Request or call us at 1-800-526-0955.


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

Restart your device and try again. Ensure Bluetooth is “On” and there is a working internet connection.

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

Restart your device and try again. Ensure your Bluetooth is “On”. Select the refresh button on the top right-hand corner of the app. Then turn Bluetooth “Off” then back “On” again. This will help reset it.

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

  1. Restart your device and try again. Make sure location services and GPS on your device are both turned "On."
  2. Ensure the machine is not being used by another customer.
  3. Tap the “Refresh” button on the top right corner of the app and wait a few seconds to see if the message changes.

What if “Server Unreachable” or “Authorizing” is displayed on the app or if when refilling your account, the app gets stuck or displays an error?

Restart your device, log out and back into the app, and try again. Ensure your internet signal (cellular or Wi-Fi) is working and not weak.


How do I Sign In to my account?

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

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

What if I forgot my password?

Select “Forget Password”, enter the email address used to sign up, and then press “Submit.” A password reset link will be emailed to you if an account exists.

How do I change the email linked to my H-Wash account?

Submit a Service Request or call us at 1-800-526-0955.


How do I know which cycle to choose when washing or drying?

Refer to our How To & Tip Guide.


Return to Troubleshooting or submit a Service Request.