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.
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).