Troubleshooting Guide : Common Problems

TROUBLESHOOTING GUIDES

PRACTICAL GUIDE TO SOLVING COMMON PROBLEMS

MACHINE OFFLINE / STATUS LIGHT

WHEN A MACHINE SHOWS A RED LIGHT OR APPEARS OFFLINE, IT’S ALMOST ALWAYS DUE TO A TEMPORARY LOSS OF CONNECTIVITY. FOLLOW THIS GUIDE TO GET YOUR MACHINES BACK ONLINE INSTANTLY.

MACHINE OFFLINE / RED LIGHT TROUBLESHOOTING

REMOTE MACHINE ACTIVATION

IDENTIFY WHY A MACHINE WON’T START AND GET IT RESOLVED WITH THIS QUICK REFERENCE CARD.

MACHINE START / REMOTE ACTIVATION

QR CODE MANAGEMENT

QR CODE DIAGNOSTICS GUIDE. BEST PRACTICE FOR PLACING QR CODE STICKERS. CONFIRMING PAYMENT METHODS. PRICE CHANGES + GETTING NEW STICKERS.

QR CODE GUIDE

WiFI / CONNECTIVITY

DIAGNOSE AND FIX CONNECTIVITY ISSUES. THIS SIMPLE STEP-BY-STEP GUIDE CAN BE USED TO RESOLVE MOST ISSUES.

STEP-BY-STEP CONNECTIVITY TROUBLESHOOTING

ERROR CODES

DETAILED CODE ERRORS, THEIR CORRESPONDING LED INDICATORS FOR VARIOUS EQUIPMENT MODELS INCLUDING SWNMN2SP, SWNSX, NF3J/NT3J, SDEMN and SWNBX.

ERROR CODES

MECHANICAL FAULTS

THIS GUIDE HELPS YOU QUICKLY IDENTIFY A TRUE MECHANICAL FAULT AND OUTLINES THE STEPS TO TAKE TO GET THE MACHINE REPAIRED.

MACHINE MECHANICAL FAULT GUIDE

PAYMENT / TRANSACTION ISSUES

HOW TO RESOLVE TRANSACTION QUERIES FROM YOUR CUSTOMERS AND WHAT TO DO IF A PAYMENT DOESN’T TRIGGER A MACHINE IMMEDIATELY.

PAYMENT / TRANSACTION GUIDE

MODEM DIAGNOSTICS

IF A MACHINE IS COMPLETELY UNRESPONSIVE OR APPEARING OFFLINE, IT COULD BE A TEMPORARY WIFI DROP OR A PHYSICAL HARDWARE FAULT WITH THE MODEM ITSELF. HERE IS HOW YOU CAN SPOT THE DIFFERENCE AND CHECK IF A REPLACEMENT IS NEEDED.

MODEM DIAGNOSTICS + HARDWARE REPLACEMENT GUIDE

TECH SITE VISIT GUIDE

THIS GUIDE EXPLAINS HOW TO BOOK A TECH VISIT, WHAT TO EXPECT AND HOW TO PREPARE YOUR SITE SO WE CAN GET YOUR MACHINES BACK UP AND RUNNING ASAP.

HOW TO SCHEDULE A TECH VISIT

VIRTUAL CARDS
SETUP GUIDE

SETTING UP, MANAGING AND TROUBLESHOOTING PHYSICAL AND VIRTUAL CARDS (APP WALLET) FOR RESIDENTS. TRANSITIONING TO DIGITAL MOBILE PAYMENTS.

VIRTUAL CARDS

LAUNDRY CONNECT GO
APP + ACCOUNT QUICK GUIDE

A PRACTICAL GUIDE FOR SITE MANAGERS TO RESOLVE RESIDENT LAUNDRY CONNECT GO APP ISSUES, INCLUDING LOGINS, BALANCE QUERIES, OFFLINE MACHINES, AND REMOTE START REQUESTS.

APP & RESIDENT ACCOUNT MANAGEMENT GUIDE

INCOME & REVENUE
REPORTING GUIDE

A PRACTICAL GUIDE FOR SITE MANAGERS TO ACCESS PAYWAY REVENUE REPORTS, TRACK PER-MACHINE EARNINGS, EXPORT ACCOUNTING DATA, AND UNDERSTAND TECHNICAL VS. ACCOUNTS SUPPORT.

INCOME REPORTING OVERVIEW

QUICK SELF-SERVICE SUMMARY TABLE

We’re here to make sure your Laundry Connect and PayWay systems run smoothly — so you can focus on running your business. If something isn’t working as expected, use the quick steps below to get back on track fast.

Machine not Powering On

Possible cause: Power supply interruption or loose connection.
Quick fix:

Make sure the power plug is securely inserted into the socket.
Check that the wall socket is switched on.
If connected to an extension or multi-plug, confirm it has power.
Test the socket by plugging in another device (e.g. phone charger).
If the machine still won’t power on, log a call with service team.

Kiosk / Modems Not Connecting to the Internet

Possible cause: Wi-Fi network interruption or modem reset.
Quick fix:

Check if other devices are connected to Wi-Fi.
Restart your Wi-Fi router/modem and the machine where modems show that they are offline.
If still offline, contact support.

Price Changes Not Updating

Possible cause: QR codes need to be refreshed with new pricing.
Quick fix:

Log in to PayWay and confirm the new price is saved.
Re-scan or reprint the QR code from your updated settings.

Full guide: How to change prices & update QR codes

Unable to Add a new PayWay User

Possible cause: Incorrect login role or password issue.
Quick fix:

Log in as an Administrator. (Please contact us if you do not have Administrator status.)
Go to Users → Add New User.
Enter details and set the correct role (Operator, Manager, etc.).
If the user can’t log in, reset their password via the Forgot Password link.

Full guide: Adding a new PayWay user

Payments Not Showing in PayWay

Possible cause: Delay in payment sync.
Quick fix:

If you are a newly registered account, please check your integration credentials.
Existing customers – please contact your payment provider
Please contact our support team so that we are aware of the problem.
Verify your QR code.