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.

Which payment methods are accepted when adding value to my PinMate Laundry Card?

All major credit and debit cards are accepted, apart from American Express

I have topped up my card and forgotten the pin code for the PinMate Machine. What should I do?

The pin will be saved on the dashboard of your online account under “Current pin code”

I have forgotten my Username/ Password to my PinMate account. What should I do?

You can receive your username or reset your password through the link here. If you experience any problems, contact us here or call our client services department on 0800 141 2331 and we can help you.

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 get in touch with our User Support Team for help.

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

Plase 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 on the posters on the laundry room wall and also available on our website here. 2. It is not overloaded (3/4 max) 3. The door is closed properly If there is still an issue please contact our User Support Team or call 0800 141 2331 and we’ll be happy to help.

How do I obtain a refund for a failed cycle, when on the PinMate Laundry Card system?

Please get in touch with our User Support 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 paying for a Top-up on my Laundry Card

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

How do I add value to my PinMate 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 is the maximum that I can top up onto a PinMate 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 regsiter for my new PinMate Laundry Card?

It is a simple process to register your PinMate Laundry Card.

1. Before registering your PinMate Laundry Card please read this checklist!
2. You're now ready to register your PinMate Card here!
3. Once you have registered your Laundry Card, take note of your 6 digit add value code, which you will need when you're in the laundry room.
4. In the laundry room, find the PinMate value-adder machine on the wall.
5. To activate the value, tap your laundry card on the PinMate machine and enter your 6 digit add value code.