Power cycle the machine. The Penny gets its power from the machine, so turning the washer or dryer off and on at the circuit breaker fixes most issues.

Restart your internet. Power cycle your router and the Cents access points.

Check the harness. Make sure the cable between the Penny and the machine is fully plugged in and undamaged.

The screen is completely black (no power)
Check that the machine itself has power. Then check the harness: on most machines power comes through the 2-pin connector (4-pin on Electrolux). If wire splices were used, make sure they're fully seated, see How to Splice Wires with IDC Splices. If a power adapter is used, check it too. Still black? With power off, swap in a known-working harness or Penny from another machine. If a working Penny also stays black on this machine, the machine's control board likely isn't supplying power, so contact your machine service tech or distributor.
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The screen lights up but won't finish starting (black screen, an underscore, a penguin or "U-Boot", or "localhost login")
"localhost login" means the Penny can't reach the internet, see the internet section below. For the other screens, restart the Penny at least twice (power cycle the machine), or leave it powered off overnight. If it still won't start, text our Support team. The device may need to be replaced.
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"Scan QR Code to Provision", "Device Not Found", remote starts fail, or the Penny shows offline
These are internet issues. Each access point must be powered through its PoE+ injector, and the injector connected to your router. A blue light on the access point means it's online. Power cycle the router and access points, and make sure your internet service is working at the router. Your store needs at least 100 Mbps download and 20 Mbps upload. See How to Set Up a VLAN Network for Cents Devices.

​"Error E1", "Error E2", or "Error Init Machine"
The Penny is set up to talk to the machine through a serial connection and can't reach it. Make sure the harness is fully seated on the serial connector and isn't damaged, and that serial mode is turned on for that machine (see your machine's install guide). Swapping a working Penny onto this machine is the best test: if the working Penny shows the same error here, the machine's control board is the issue.
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The price on the Penny doesn't match the machine
For non-serial machines, the Penny and the machine are priced separately. Reprogram the machine to match, or update the Penny's price, see How to Change the Price of a Non-Serial Washer. For serial machines, reprogram the machine, then power cycle it.
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The Penny takes payment but doesn't start the machine
Power cycle the machine. If it still won't start, text our Support team so we can check the device setup.

The machine starts but runs for the wrong amount of time
The machine needs to be set to receive one pulse per $0.25. On older Speed Queen and Huebsch machines, set PLSn to 192. Check your machine's install guide for other models.
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The Penny won't accept cards
This is usually the internet. Check the internet steps above, then power cycle the machine. If cards still fail, text our Support team.
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The Penny won't accept coins, or shows the wrong screen (for example, a dryer screen on a washer)
Check the harness, then text our Support team so we can check how the device is set up.
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The machine itself shows an error code
Look up the error for your machine model. If it's a machine issue, contact your distributor (Alliance and Dexter) or Electrolux at (844) 772-8555. Our hardware team can also help troubleshoot.
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It's generally acting up
Power cycle the Penny by turning the machine off and on at the breaker. If that doesn't help, text our Support team.

Store name and location

Machine make (for example, Speed Queen or Dexter) and full model number

Machine number (for example, W15 or D42)

The Penny's MAC address. On the idle screen, tap the machine number in the top-left corner a few times to show the WiFi status and MAC address. If the Penny isn't working, restart it: it shows a QR code for about 15 seconds that contains the MAC address, so send us a photo.

What the screen shows and when the issue started

What is the Cents Penny?
A touchscreen card reader mounted on the front of your washers and dryers. Customers pay by card and start the machine from the screen, and you can start machines remotely and see runtime data in Cents Business Manager. Staff can also start machines from the Employee App.
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How big is it?
About 3.5 in x 3.5 in x 1.5 in.
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What payments does it accept?
Chip cards (insert or dip) from Visa, Mastercard, American Express, and Discover. Customers can also scan the machine's QR code sticker to pay online by card, Apple Pay, or Google Pay, see How to Pair QR Code Stickers to Your Machines. The Penny doesn't accept swipe or tap, except LaundroWorks laundry cards.
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How does it connect to the internet?
Through built-in WiFi on a dedicated Cents network with high-powered access points in your store.
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How is it installed, and how long does it take?
Your distributor installs it, usually in 10 to 20 minutes per Penny. We recommend keeping coin payments alongside card. Card-and-coin installs need five holes drilled in the machine. Card-only installs use brackets, which aren't available for every machine. See Penny Install Guides.
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Which machines are supported?
All Alliance machines and most Dexter and Electrolux models. Send your account manager full model numbers to confirm.
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How are payouts handled?
Card payments on the Penny are processed by Payroc (WorldNet) and deposited daily on business days as "Merchant Services." QR code payments through LiveLink are processed by Stripe and show in the Online Payouts Breakdown report.
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Is there a hold on the customer's card?
No. The Penny charges only the amount shown. A customer's transactions for the day show as one combined charge on their statement (for example, a $5.00 wash and a $1.50 dry show as $6.50).
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Can I refund a customer?
Yes. Text our Support team with the cardholder name or card number and the transaction date and time.
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What about chargebacks?
Contact our Support team. We can find the customer and transaction details so you can understand the dispute.
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Where do I see sales?
In Cents Business Manager reports. See Understanding Your Cents Connect Reports.
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Is the Penny PCI compliant?
Yes. Cents handles PCI compliance for you. The Penny never stores card data, and all transactions are encrypted end to end.
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How do I get more Pennies, and how am I billed?
Contact your distributor for both.
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Do you offer laundry cards or a kiosk?
Yes, through LaundroWorks laundry cards and kiosks (VACs), which work with Cents.
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Do you accept SNAP/EBT?
Not yet. It's on our product roadmap.