top of page


Whatsapp Chat

  • I've paid on The App, but my machine hasn't started. What do I do?
    This can happen the first time you use The Washstation App, it is usually caused by the payment needing authorisation from your bank. Most of the time your payment will not have completed, but looks like it has, and if the credit is not returned to your account within 4 working days please contact our User Experience Team to let us know and we will look into it for you. If you experience this more than once, please contact your bank to verify that payments to Washstation are authorised by you. This can take 24 hours to take effect.
  • Where can I download The Washstation App?
    You can download The Washstation App on Google Play, the Apple App Store and the Huawei AppGallery. It's that easy!
  • What should I do if The Washstation App is not compatible with my device?
    If you're having issues with The App not being compatible with your device please contact our User Experience Team on 0800 141 2331.
  • How do I use The Washstation App?
    1. Once you've downloaded The App, create an account and choose your prefered laundry room. 2. When you do your laundry, you will have the ability to reserve a washer for 10 minutes, or you can simply go to the laundry room. Only pay for the machine when you are in the laundry room. 3. Once you're in the laundry room, go to your selected washer / dryer and load your laundry and detergent. No colour catchers please! 4. In The App select the cycle and pay, you'll then receive a notification if the payment has been succesful, which will give you 5 minutes to complete loading your machine, close the door and press the start button. 5. You will get an email alert just before your washer / dryer has finished it's cycle. 6. Please consider other users, and go and empty your machine as soon as possible.
  • What can I do if I'm experiencing issues with The Washstation App?
    Make sure you've checked out how to use The Washstation App, both on our Website and the instructional posters in your laundry. If you still need some assistance, please get in touch with our User Experience Team.
  • What is the maximum value I can add to a Washstation Laundry Card?
    You should not attempt to top up more than £99 onto a PinMate Laundry Card at any one time or the transaction will fail.
  • How do I add value to my Washstation Laundry Card?
    Once you register your card, sign in and pay online. You’ll be given a 6 digit add value code. Use this at the PinMate machine, found on the wall in or around the laundry room.
  • I have topped up my card and forgotten the pin code for the PinMate Machine. What's next?
    The pin will be saved on the dashboard of your online account under “Current pin code”.
  • I’m experiencing a problem with a washing machine or dryer; what should I do?
    First make sure you’ve done all the correct checks: 1. You followed the instructions for payment and loading the laundry; these are available on the instructional posters on your laundry room wall. 2. It is not overloaded (3/4 max). 3. The door is closed properly. If there is still an issue please contact our User Experience Team or call 0800 141 2331 and we’ll be happy to help.
  • How do I obtain a refund for a failed cycle, when using the Washstation Laundry Card system?
    Please get in touch with our User Experience Team, or call us on 0800 141 2331 and we’ll be happy to go through the issue with you, and refund if necessary.
  • I'm having problems topping up my Washstation Laundry Card. What's next?
    Make sure that the billing address has as a minimal amount of information as possible. E.g. Street, just have a door number. If you still experience issues, please do get in touch here or call us on 0800 141 2331
  • What payment methods can I use to top up my Washstation Laundry Card?
    All major credit and debit cards are accepted, except American Express.
  • Where can I collect a PinMate Laundry Card if I haven't already got one?
    You should be able to collect a PinMate Laundry Card from your accommodation reception as long as your laundry room is set up with the PinMate Laundry Card System and not Contactless Payments or The Washsation App.
  • What information should I enter to sign up?
    The PinMate Laundry registration form is very specific in the information it needs; follow the instructions below for a hassle-free experience: ​ Unit/Apt Number: Just your accommodation door/room number Address line 1: Road name of accommodation ONLY City: Accommodation City Postcode: Accommodation postcode i.e. KY16 9LY
  • I am leaving my accommodation and there is a balance on my PinMate Laundry Card. Can I have this back?
    The PinMate Laundry Card balance is non refundable, as stated on the card, however we understand that some circumstances are beyond your control and we are happy to review refund requests on a case by case basis. Please note, the minimum refund is £5 and any credit added over 12 months ago will not be refunded. Please get in touch with our User Experience Team for help.
  • I paid for my cycle but it didn't start. What can I do?
    Make sure you check our Website and the informational posters in your laundry room. Otherwise, get in touch with our User Experience Team for assistance on 0800 141 2331.
  • What should I do if my payment fails when attempting to start a cycle?
    Please check that you have read the instructional posters in your laundry room and The Website. Check that you have closed the machine door correctly. If you are still having problems please contact our User Support Team here or call 0800 141 2331.
  • Which contactless payment methods are accepted when paying for a cycle?
    All major credit and debit cards are accepted, except American Express.
  • What is the Washstation Membership Scheme?
    It's where we offer bulk laundry at a discounted price through our Membership Scheme. We retail all of our Washstation App Memberships through the Washstation App, and the Laundry Card memberships through the Washstation Website. Check our memberships page for more...
bottom of page