Help & Support

Instructional Videos

How to use Washnet.

Laundry Packages on Washnet.

Laundry Room Induction.

Laundry Card Guide.

Loading Guide.

Do’s & Don’ts Guide.

How to clear the Lint filter error.

Frequently Asked Questions

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.

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

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.

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 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.

What payment methods can I use to top up my Washstation Laundry Card?

All major credit and debit cards are accepted, except American Express.

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 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.

What can I do if I lose my laundry card and it had an existing balance on it?

Please get in touch with our User Support Team or call us on 0800 141 2331 with:

1. Your old card number (found on your online account if you can’t remember it)

2. Your new card number (you can get a new card from your halls reception).

We can then transfer the balance over for you.

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.