Laundry FAQ's

This area covers the top “Frequently Asked Questions” covering areas such as General Smart Card Use, Loading my SmartCity smart card, Washers & Dryers, Proper Use of Detergent, Refunds, and General Service Issues.

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General Smart Card Use

What is a smart card?

A smart card looks very similar to a credit card with a computer chip. Cash can be stored as electronic value on this chip. When you activate the laundry machines, the cost of a wash or a dry is deducted from your card balance.

I am a resident in a building that has your SmartCity card program. How do I obtain a smart card?

Please see your Building Manager to obtain your smart card. They should provide you with a SmartCity smart card when you are provided with your apartment keys.

How can I check the balance on my smart card?

All of our smart card activated washers and dryers will display your card balance when the card is inserted into the machine. You can also check your card balance at any Debit/Credit Reload Device or SmartCity Cash to Card Reload Device by simply inserting the card into the device.

What happens if I don't have sufficient funds on my smart card when I do my laundry?

When you insert your smart card into any SmartCity card activated washers, dryers or reload centres, the value remaining on your smart card will be displayed. If you do not have enough funds to start a machine, you can add value at any SmartCity Card Reload Centre.

Why is there a $50 limit on the card?

The limit is to protect you in case of accidental loss or theft of your card. Please treat your SmartCity smart card like cash. If it is lost, not only have you lost the card, but you have lost the value on the card.

I am moving to a new building that uses Smart City smart cards. Can I use the same card?

No. The cards are programmed to be unique to each building and therefore, are not transferable between buildings. Please use the remaining value on your smart card prior to moving and return your card to your Building Manager with your keys. You will receive a new smart card from the management of your new building.

My smart card is lost or has been stolen. How do I get a new one?

Please report your lost or stolen smart card to your Building Manager. In the event someone turns it in, they can return it to you. In the meantime, you need to obtain a new smart card from your Building Manager.

My smart card is not working in the machine. What do I do?

You need to determine whether your card is defective or the machine you are using it in is malfunctioning. Try your smart card in a different machine. Ensure the smart card is completely and properly inserted into the card reader. If it is still not working, please call 1-800-561-1972. Our Customer Service Representatives will be pleased to provide you with a replacement card. It will take 5 business days to process a replacement card. If you require a smart card in the interim please request one from your building management.

My smart card is stuck inside your machine. How do I get it out?

Please call 1-800-561-1972. We will dispatch a service technician to retrieve the card and return the card to the Building Manager. Please check with your Building Manager within 2 days to retrieve your card.

My smart card broke in the machine. Can I get a replacement?

We are sorry to hear you broke your smart card. Please obtain a replacement card from your building manager. If part of your smart card is stuck inside the reader please call 1-800-561-1972 and we will dispatch a service technician to correct this problem. The service technician will return the broken piece to the Building Manager. Please check with your building manager within 2 days.

Can I get a refund for the value on my broken smart card?

If we are unable to read your smart card and verify the value we will be unable to process a refund.

I was advised to clean my smart card but the card is still not working. How do I get my card replaced?

We will be pleased to provide you with a replacement card. Please call 1-800-561-1972 and our multilingual Customer Service Representatives will be pleased to assist you. You will also need to report your defective card to your Building Manager and obtain a return envelope in order to mail your defective card back to Coinamatic. The value on your card will be verified and a new card issued. It will take 5 business days to process a replacement card. If you require a smart card in the interim please request one from your building management.

Loading my SmartCity® smart card

How do I add value to my card?

A Card Reload Centre is a device that is used to transfer value to your smart card. There are two kinds of Card Reload Centres available – one that accepts cash and one that accepts your debit, Visa or MasterCard for payment. Typically a Debit/Credit Reload Centre is installed in your building. Cash Reload Centres are available at various retail locations if you need to load your card with cash.

Where can I reload my smart card with cash?

Please check the Card Reload Centre Locator to find the Cash Reload Centre nearest you.

Can I use the Debit/Credit Card Reload Centre to perform any other transaction?

No, this interac-certified device is strictly used for loading value onto your SmartCity smart card.

The debit credit reloader did not transfer the value to my smart card. What should I do?

Please check the bottom of your receipt. If your receipt indicates “not completed” or “cancelled”, the transaction failed. Please reinsert your card and try the transaction again.

If your receipt indicates the transaction was “approved”, you may have removed your smart card before the funds were loaded onto the card. Please call 1-800-561-1972. You will need the authorization code, date, time and amount of the transaction from the receipt. Upon verification, we will provide you with a refund for the amount not transferred within 5- 7 business days.

If you need funds on your card, please try your transaction again being careful not to remove the smart card until the display reads “pull card”.

The cash machine took my money but did not transfer value to my card. What should I do?

We apologize for the inconvenience. Please call 1-800-561-1972 and provide us with your name, address, phone number and the serial number found on the back of your smart card. We may have to send a Service Technician to verify the amount you were trying to load. Once verified, we will mail you a smart card with the applicable value you attempted to load.

Why did the reload device charge me 85 cents for my credit card transaction?

This fee is necessary in order to continue to be able to provide you with the convenience of using a credit card in our debit/credit reload device.

The reload device did not print a receipt. Can I get one?

Occasionally the reload device has a paper issue and cannot print a receipt. We are unable to duplicate the transaction receipt for you however a record of this transaction will appear on your credit card or debit card statement providing evidence of the transaction.

Use of Washers & Dryers

If I select “Whites”, what temperature will I get?

If you select “Whites”, you will get hot water for the wash cycle.

Can I put my comforter in the washing machine?

You must first check the label on your comforter to ensure that the item is machine washable. Please follow the washing instructions on the label. Our front loading washers are ideal to wash items such as blankets and comforters if they are machine washable and not “dry clean only”.

What is “Supercycle or Super Wash”?

This is an option featured on most washers. For 25 cents, you can purchase extra wash and rinse time for your heavily soiled items. Follow the instructions posted in your laundry room.

What is the “Top Up” feature on the dryer?

Some dryers are equipped with a “top up” feature. This allows you to purchase additional drying time for only 25 cents. To activate, simply insert your smart card or an additional quarter while the dryer is running and re-select your setting. Additional time will be displayed.

The laundry equipment is displaying “E06”. What does this mean?

This means the laundry equipment is unable to read your smart card. Your card may require cleaning. Please wipe your card with a damp cloth and fully insert your card into another machine. If the card still doesn’t work, you may have a defective card. Please call 1-800-561-1972 and we will be pleased to assist you.

The laundry equipment is displaying “E04”. What does this mean?

SmartCity smart cards are programmed to only work in the location to which they are issued. You may be trying to use a smart card that belongs to another building.

Please return the card to the building manager and report the problem. They will provide you with a new card to use.

If there is value on the card that won’t work, please return the card to our office using the card return envelope provided by the Building Manager. The value will be verified and a replacement card with the appropriate value will be mailed to you. It will take 5 business days to process a replacement card.

The machine stopped and is full of water. What do I do?

If the washer you are using is a front loading washer and you can easily unplug the machine, please do so and wait 10 minutes. The water in the machine will drain. Plug the machine back in and the door lock should be released. Transfer your clothing to another machine. Please call 1-800-561-1972 to report the machine malfunction and we will dispatch a service technician. If possible, please put an “Out of Order” sign on the machine.

If the washer you are using is a top loading washer, please transfer your clothing to another machine. Please call 1-800-561-1972 to report the machine malfunction and we will dispatch a service technician. If possible, please put an “Out of Order” sign on the machine.

My change is jammed in the laundry equipment. How do I get money back?

Please call 1-800-561-1972 and we will dispatch a service technician to repair the machine. Our Customer Service Representatives will be pleased to assist you with any applicable refund.

The laundry equipment will not accept coins. Why not?

Please call 1-800-561-1972 and we will dispatch a service technician to repair the machine.

The machine has an out of order sign on it. How long will it take to fix it?

Once a service call has been placed, the machine should be repaired within 24 hours.

Service Issues

Our laundry room is dirty. Who is responsible for cleaning it?

Your Building Manager or Property Manager is responsible for the cleanliness of the laundry room. However if there is an issue, please call 1-800-561-1972 and we will dispatch a technician to assess the condition of the laundry room. We will notify your building management of any issues that should be addressed to ensure a safe, clean laundry room for your convenience.

Your machine damaged my clothes. What do I do?

Please call 1-800-561-1972 and report the problem. We will send a technician to inspect both the damaged article(s) and the machine causing the suspected damage. He will need to see the clothing first, so please be available when the service technician arrives or leave the article(s) of clothing with the building superintendent/manager.

If the technician determines that the damages to the clothing were not caused by a machine malfunction, he will not pick up the clothes. If the technician cannot determine the cause of damage, then he will issue you a clothing claim form to complete and will take your clothing back to our office for further analysis. The clothing must be dried before it can be picked up.

The claim will be processed based on age, condition, and the estimated value of the clothing. This process will take from 2 – 4 weeks to complete. In some cases, if the cause of damage cannot be determined, the clothing will be sent to a garment analysis laboratory.

Why did the laundry rates increase in our building?

An increase was implemented to ensure we can continue to provide your building with first class equipment and services. I am sure you are aware there have been and continue to be significant increases in the cost of utilities and water. These have impacted the cost of providing quality laundry services.

Proper Use of Detergent

How much detergent do I use?

There are two types of washers – top loading and front loading and there are many different types of laundry detergents available.

If you are using a front loading washing machine, you should be using ‘high efficiency’ or HE detergent. It is specially formulated with a low sudsing formula that allows for excellent wash quality with little suds. Look for the HE symbol on your detergent container. If you are using a front loading machine and don’t have HE detergent, please use no more than ¼ cup of regular detergent.

Regardless of the type of detergent you choose, always follow the manufacturer’s measurement directions. Remember - more is not better! Detergent comes in regular, concentrated and 2X or 3X concentrated form. It is very important to note the difference and adjust the amount of detergent used. Too much detergent causes poorly rinsed clothes that can result in skin irritation. Oversudsing can also cause the washer to shut down.

For best results, use the automatic dispenser provided on the machine. If you are using a top loading washer, add the detergent and/or bleach directly into the tub and let it agitate for a few minutes before you add the clothes.

Refunds

I lost money using your machines. Can the Coinamatic service technician provide me with a refund?

No. For the safety of our Technicians they do not carry or have access to cash. Our multilingual Customer Service Representatives will be happy to assist you with a refund. Please call 1-800-561-1972.

I am moving. Can I return my smart card for a refund?

If you are planning to move, please ensure that you load only the amount that you are going to use prior to your move as the unused value cannot be refunded by your Building Manager or Superintendent. Return your card to your Building Manager with your building keys.

I have an outstanding refund with you. How do I find out the status?

Please call 1-800-561-1972 and we will be happy to check the status of your refund.

I lost my refund cheque. Can I get another one?

We can issue a stop payment on your original refund and issue a new one. Please call 1-800-561-1972.

My refund cheque is outdated. Can I get a replacement?

We can issue a stop payment on your original refund and issue a new one. Please call 1-800-561-1972.