Frequently Asked Questions Using Laundry Cards
Q: How do I get a Laundry Card?
A: Many Add Value Terminals are equipped with laundry card dispensers. Please check the machine in your building, often located in a laundry room or other common space, to see if the terminal has a BUY option. If you do not see that option, please email firstname.lastname@example.org or call the client experience team at 617-969-4340 and choose option 1 for further assistance.
Please note that there is a $5.00 cost for a new laundry card. The card will be dispensed without value. If purchasing a card with cash, please only use a $5.00 bill. The Add Value Terminal does not make change, nor does it apply credit to a new laundry card purchase.
Q: What if my Laundry Card is lost or stolen?
A: Please treat your laundry card like cash, as Automatic Laundry has no way to recover the balance of a lost or stolen card. If a card is lost or stolen, the resident will be responsible to purchase a replacement card and value.
Q: I purchased a Laundry Code but I didn’t get a Code Number or I didn’t write it down?
A: Please log into your account to view your TRANSACTION HISTORY. This will allow you to see your most recently purchased code, or filter by date to look up past transactions. As always, if you have questions, please reach out to our Client Experience Team at email@example.com or (617) 969-4340 and press option 1.
Q: The Laundry Code entered is not adding the value onto my Laundry Card or displays Invalid Code or Error Message?
A: Codes are created for specific laundry cards. Please verify that the code has been created for the correct laundry card and is being entered into the Add Value Terminal exactly as you have received it. Note that most Add Value Terminals will ask you to confirm the value amount of the code before you type the code itself into the terminal. Be aware that if the terminal does not have a key clearly marked ENTER then you should use the # key to enter your submissions.
Q: How can I find out my balance on my Laundry Card?
A: Insert your Laundry Card into a Washer or Dryer and your balance will display on the screen. Please note that any time you press START, value will be deducted from your card. You can also place it into the Add Value Terminal and your balance will appear on the display.
Q: I purchased a new Laundry Card in error…what do I do?
A: Mail in the extra card to Automatic Laundry, 45 Border Street, West Newton, MA 02465, Attn: Customer Service. Please put your name, phone number and the Laundry Card number that you are keeping in the letter with the extra card. A Client Experience Agent will call you with a value code to reimburse you for the card purchase price.
Q: What if I get double charged on my credit card?
A: Please e-mail us at firstname.lastname@example.org or call 617-969-4340 and press option 1. A Client Experience Agent will take your information to look up the charge and assist in finding a suitable reimbursement plan for your situation.
Q: What if I get a “Pin Already Used” message on the Add Value Terminal?
A: Codes are created for specific laundry cards. Please verify that the code has been created for the correct laundry card and is being entered into the Add Value Terminal exactly as you have received it. If you are still having trouble, please reach out to the Client Experience Team at email@example.com or (617) 969-4340 and choose option 1.
Q: I am moving out…what do I do with my Laundry Card and balance?
A: Please mail your laundry card to:
45 Border Street
Newton, MA 02465
Please include your name, telephone number Automatic Laundry location where the card was used, and new mailing address. Automatic Laundry will send a refund of any unused balance on your laundry card.
Q: What if I added cash onto my Laundry Card and the added amount did not display correctly?
A: Please reach out to the Client Experience Team at firstname.lastname@example.org or (617) 969-4340 and choose option 1.
Q: I am unable to register my Laundry Card on your web site…what do I do?
A: Automatic Laundry uses Third-Party Processor websites. If you are not able to access these sites, please check your browser settings and ensure you have enabled cookies. If this does not resolve your issue, please reach out to the Client Experience Team at email@example.com or (617) 969-4340 and choose option 1.
Q: While trying to register my Laundry Card online, it is not accepting the Laundry Card number?
A: Please only enter the numbers on the back of your laundry card when creating a registration. The websites will not recognize any numbers or dashes entered in the card number field.
Q: Laundry Card is reading an error message when I insert into the washer, dryer or add value station?
A: Try rubbing your thumb across the gold chip on the Laundry Card and then reinserting the card into the machine. If it keeps giving you an error message, please reach out to the Client Experience Team at firstname.lastname@example.org or (617) 969-4340 and choose option 1. Provide the error code you are receiving at the machine to a Client Experience Agent so they can determine how to assist.
Q: The Add Value Terminal is frozen, and the display won’t change.
A: Please try unplugging the Add Value Terminal then plug back in after 30 seconds. Please wait until it resets completely (note that this can take up to 30 minutes for some models) Once the machine has reset completely, try your transaction again. If this does not resolve your issue, please e-mail us at email@example.com or call 617-969-4340, press 1 and a Client Experience Agent will be happy to assist.