FAQ WeWash lavage et séchage

Why do I see the message “WeWash coming soon” or “No laundry rooms available”?

These messages usually appear if no laundry room has been selected yet or if the currently assigned laundry room is not accessible.

How do I select or change my laundry room in the app?

1. Open the app and go to “Profile”.

2. Select “Laundry rooms” → “Change”.

To see available laundry rooms, you must:

• Be near the desired laundry room (approx. 200 metres)

• Activate GPS once to retrieve your location

• Grant location permission in the app settings if necessary (only for selecting a laundry room)

Once a WeWash-equipped laundry room is detected nearby, it will appear on the map.
If multiple laundry rooms are available, you can use the arrow buttons to select your preferred location.

I am assigned to the wrong laundry room. How can I choose another one nearby?

If there are multiple laundry rooms in your area, or a laundry room has already been selected, you can change your selection at any time via:

“Profile” → “Laundry rooms” → “Nearby”

This view also shows laundry rooms you previously selected, so you can switch to a previously chosen room even without GPS.

Why is no laundry room displayed even so?

If no laundry room is visible despite granting location access and being nearby, it may be because the laundry room has not yet been fully set up or is not yet operational.
Please be patient in this case.

Your building management can usually provide more detailed information about the setup status.

How much does a wash or dry cycle cost?

Prices may vary depending on the laundry room.
After selecting your laundry room, the corresponding prices will be displayed directly in the app.

Please make sure that you have completed the registration fully, that you have entered your email address completely and correctly, and check your email spam folder if necessary.

Please also note that emails may sometimes be delivered with a delay of a few minutes for various reasons.

For technical reasons, it is unfortunately not possible to change the email address associated with your WeWash user account.

If necessary, please create a new user account using your desired email address.

You can request the deletion of your personal data or WeWash user account through your profile. To do this, go to the app and navigate to:

Profile → Settings → Delete user account

This process will take a few days to complete.

Please note that the deletion can only be requested if you have no outstanding or unpaid invoices or bookings in the app.

Once the deletion process has started, we will no longer be able to contact you, and you will not receive any further notifications. You do not need to take any additional action.

If you wish to use WeWash again in the future, you will need to register a new account.

How can I reset my password?

On the login page, you will find the link “Forgot password?”.
You can use this link to reset your password easily.
Make sure to enter the email address you registered with on WeWash on the following page.

I can’t log in.

• If you previously requested the deletion of your WeWash user account, logging in is no longer possible.

• Please also check that you have entered your registered WeWash email address correctly.

I accidentally requested account deletion – what can I do?

If you accidentally triggered the deletion or wish to continue using your account, please contact us by email.

• Include your customer number or the email address associated with the account.

• Indicate that you would like to cancel the deletion.

If the deletion process has not yet been completed, we can restore your user account. You can then log in as usual with your login credentials.

Once your laundry is finished, you will be notified via push notification or phone call.

The info cards at the top of the home screen in the app also show the current status of your washing and drying cycles. Here you will see when your laundry is ready for collection: “Your laundry is ready for collection”.

You then have time to remove your laundry. Please pay attention to the specified collection period, as the machine may be assigned to the next user afterwards.

After you have reserved a washing machine or dryer in the WeWash app and, if necessary, confirmed the reservation by clicking “Book” (in the tile of the reserved machine), the assigned machine – e.g., “W1” (washing machine) or “T1” (dryer) – will be powered on.

Starting a washing machine

1. Turn on the machine
   Press the main switch or turn the programme selector to switch on the machine.

2. Select a programme
   Choose the desired washing programme.

3. Load the machine
   Place your laundry inside and add detergent if required.
   Note: Please bring your own detergent, unless the machine is an i-DOS machine (automatic detergent dispenser).

4. Start the wash cycle
   Press the “Play” button (to the right of the display) to start the washing cycle.
   Note: The position of the buttons may vary slightly depending on the machine type.

Starting a dryer

1. Clean the lint filters
   Check and empty both internal lint filters before each drying cycle (usually located under the door opening).

2. Check and empty the condensate tank
   Some machines have a condensate tank that is not emptied automatically – please check and empty it if necessary before starting the machine.

3. Turn on the machine
   Switch on the dryer using the main switch or turn the programme selector.

4. Select a programme
   Choose the appropriate drying programme.

5. Start the drying cycle
   Press “Start” to begin the process.

Important: Start within the reservation time

Please ensure that you start the washing machine or dryer within the reservation time shown in the app.

You can conveniently use the WeWash app on your smartphone – available in the Apple App Store and Google Play Store. Links to the app in the stores and information on registration can also be found in our guide: How does it work: Washing and drying with WeWash.

Alternatively, the web app is available, accessible through any modern web browser at the WeWash Web App.

1. Open the app or log in via the “Login” button on the website.

2. Through the “Washing” or “Drying” buttons, you can see the price and the number of available machines.

3. Click the button to reserve a machine free of charge.

4. Once a machine is assigned to you, confirm the reservation if necessary by selecting “Book” on the tile of the reserved machine.

5. Load and start the reserved machine (e.g., W2 or T1) as usual within your booking time.

6. Payment is made automatically via your stored payment method or manually using the “Pay now” button on your home screen, depending on your settings.

7. You will receive an invoice by email, which can also be viewed and downloaded from your invoice overview.

8. After the wash or drying cycle is complete, you will receive a push notification or, depending on your settings, an email.

A list of all available WeWash laundry rooms is not provided, as WeWash generally does not operate publicly accessible laundry rooms or laundrettes. Instead, it manages private laundry rooms in, for example, hotels, apartment buildings, campsites, or student residences.

Access to these laundry rooms is exclusively for tenants, residents, guests, etc. For the exact location of the laundry room, any access codes, key cards, or opening and usage times, please contact an operational representative of your building.

How long does a wash cycle or dry cycle take?

The duration of a washing or drying programme depends on various parameters. Different programmes take different amounts of time. The initial runtime is usually displayed on the machine when you select a programme. However, this initial duration can change during operation.

Reasons for longer wash programme durations

• Overloading the machine – the machine has been loaded with more laundry than the programme was initially designed for.

• Overuse of detergent – this can cause increased foam formation, requiring additional rinse and spin cycles, which extends the programme duration.

Reasons for longer drying programme durations

• Moisture content of the laundry – very wet laundry (e.g., not spun properly) will take longer to dry.

• Overloading the dryer – putting more laundry in than the programme is designed for will extend drying time.

• Large textiles – items like blankets or large towels can disturb air circulation in the drum, reducing drying efficiency.

• Clogged lint filters – these restrict airflow and result in longer drying times.

Reasons why drying programmes may be shorter than initially displayed

• Small load – laundry with a very small load dries faster than initially expected. Manufacturers usually recommend using a time-based programme instead of a drying target (e.g., “cupboard dry”) for small loads.

• Lower residual moisture – laundry may have less remaining moisture than the dryer initially expects, for example, if it was spun at a high spin speed in the washing machine.

Due to the many negative aspects of fabric softeners, WeWash does not support their use.

While fabric softener makes laundry soft and fragrant, it comes with numerous disadvantages – for the environment, clothing, health, and appliances.

🌍 Environment

• Wastewater pollution – many ingredients are difficult to break down.

• CO₂ emissions – production and transport consume additional energy.

• Packaging waste – usually plastic bottles, creating unnecessary waste.

👕 Clothing

• Residues in fibres – coated fabrics become less breathable.

• Reduced absorbency – towels, functional, and sportswear lose their capacity to absorb.

• Shortened lifespan – fibres wear out faster due to the coating.

• Harmful to elastic fibres – elastic bands in socks, underwear, or sportswear lose their stretch.

• Not suitable for all materials – microfiber, wool, or functional clothing may be damaged.

🧴 Health

• Skin irritations – fragrances and preservatives can trigger allergies or irritate sensitive skin.

⚙️ Appliances

• Residues in the washing machine – deposits in the detergent drawer and hoses promote mould and odours.

• Problems in the dryer – residues can clog lint filters and heat exchangers, causing damage.

• Increased maintenance – more frequent cleaning of washing machines and dryers is necessary.

• Loss of energy efficiency – clogged components increase electricity and water consumption.

A detailed description and further helpful tips on washing and drying can be found here.

It is not possible to select a specific date or time. Please only reserve a machine when you are ready to use it immediately.

If all machines are already occupied at that time, you will be automatically added to a virtual queue and notified as soon as a machine becomes available for your use.

Yes, you can stop a washing machine or tumble dryer early directly at the machine itself. Stopping a programme via the app is not possible.

What should be considered when stopping a washing machine?

A washing machine cannot be opened if:

• the water level inside the drum is too high, or

• the temperature is still too high.

In these cases, the door will only unlock once the machine has met the required safety conditions.

What should be considered when stopping a tumble dryer?

For safety reasons, tumble dryers are generally not equipped with a door lock.

This means the dryer can usually be opened during operation to stop the drying cycle.

Booking notice

Please note that if you stop a machine before the programme has finished, your booking may be forfeited and cannot be automatically resumed or refunded.

Why is my laundry still damp after drying?

There are several possible reasons why a drying cycle may not have been successful. Please check the following points:

1. The lint filters or the condensate tank were full

Before every drying cycle, you should:

• check and, if necessary, empty both lint filters

• check the condensate tank and empty it if required

If these components are full, the dryer may terminate the process prematurely or run significantly longer – the laundry will then remain damp.
Please carry out this check before every use.

2. The load size or the combination of textiles was unsuitable

The type and amount of laundry affect the dryer’s moisture sensor and may trigger the programme to end too early or too late.

Particularly important:

• Large textiles such as towels, bedsheets, duvet covers, blankets or large garments should be dried with a small load.

• These items can easily become tangled, preventing proper air circulation – even drying is then no longer possible.

• The same applies if the drum is overloaded.

For very small loads, manufacturers recommend selecting a time-based programme instead of a drying target (such as “Cupboard dry”).

You can find further useful information about drying here: Tips for washing & drying.

3. The laundry was still too wet after the wash cycle

The dryer cannot dry laundry efficiently if it is excessively wet. Possible causes include:

• a wash cycle with a spin speed that was too low

• a spin cycle that did not run correctly

• other technical issues with the washing machine

If you notice that the laundry is unusually wet:

• Do not put it straight into the dryer.

• Spin the laundry again in a washing machine.

• Report the affected wash cycle to us. We will check your wash cycle and, if an error occurred, we will refund the additional spin cycle.

If you suspect a technical issue

As with any technical device, a fault may be present.
If you can rule out all the points listed above, please report the relevant machine via “Help” in the profile area of the WeWash app.

Please check whether the machine was started within your reservation time.

If the wash cycle does not appear in your booking overview, you may need to book the machine again, as the previous reservation likely expired free of charge before you could start your laundry.

It is also possible that the drain pump is blocked, for example by a coin, preventing the machine from draining the water.

There can be several reasons for the behaviour described, for example:

• The app may need a short amount of time to register the end of the cycle. As a result, the machine may already be finished, but the app has not yet updated this. Normally, this delay is very short.

• At the end of the programme, there may have been a temporary connection interruption. Once the laundry room reconnects, you will receive the notification, and the wash cycle will be shown as completed in the app.

• The initial cycle time displayed on the machine can vary depending on load size, detergent amount, and other factors. Deviations may occur here as well.

In all cases, no additional costs will be incurred, even if the app response is delayed.

Please report incidents of this kind to us via the WeWash app, providing a brief description of what happened. After a quick check, we will refund you for the corresponding booking.

There can be several reasons for this:

• The machine is still in the collection phase and is not yet bookable, giving the previous user enough time to retrieve their laundry before the machine is available again.

• The machine has already been reserved by another user, but has not yet been started.

• The machine is currently deactivated due to maintenance requirements or for technical inspection.

Please also check the digital laundry room notice in your app.

Which error messages can occur on washing machines and tumble dryers, and what can I do?

Below you will find an overview of common error messages along with guidance on how to resolve them.

Child lock active (symbols: “lock”, “key” or “NO”)

An activated child lock prevents the machine from being operated.
The procedure for deactivating the child lock varies depending on the machine type and model.

Washing machines – deactivating the child lock

Please first identify the model of your washing machine and follow the relevant instructions below:

Model variant 1

→ Press and hold the two left-hand buttons located below the display for approximately 3 seconds.

Model variant 2
 

→ To deactivate the child lock, press and hold the two buttons marked with arrows for 3 seconds.

Model variant 3
 

→ To deactivate the child lock, press and hold the two buttons marked with arrows for 3 seconds.

Tumble dryers – deactivating the child lock

Depending on the model, different methods may apply:

Model variant 1

→ Press and hold the “Finish in” button for approximately 5 seconds.
 

Model variant 2

→ To deactivate the child lock, press and hold the two highlighted buttons for 3 seconds.
 

Model variant 3

→ To deactivate the child lock, press and hold the two buttons marked with arrows for 3 seconds.

Note: “Power failure” message on the tumble dryer

If the tumble dryer displays a message indicating that a drying cycle was interrupted due to a power failure, this message can be ignored.

It is displayed for system-related reasons and does not indicate an actual fault.

Error message: “Please clean drain pump”

• Please do not continue using the machine without cleaning the discharge pump first.

• Contact us via “Help” in the profile section of the WeWash app.

• The machine must be checked before it can be used again.

Error code: E23 / E30-10

• Switch off the machine.

• Contact us via “Help” in the profile section of the WeWash app.

In most cases, water has collected in the base of the machine.
If the wash cycle has already been charged, we will of course refund it.
If possible, please reserve another machine.

Error message: “Please start drum cleaning”

• You may start the drum cleaning programme (usually located at the bottom left) without any laundry.

• Please inform us afterwards via “Help” in the profile section of the app.

After a brief review, the cost of the cleaning cycle will be refunded.

Miele machines: “Netzunterbrechung” / “Programmwechsel nicht möglich”

WeWash is responsible for booking and billing services only, not for the machines provided by your property management.

This error message can often be resolved without the need for a technician:

• Re-select the programme that was used last

• If necessary, start it manually by checking all programme options and pressing the Start button – you can then stop the programme and start the programme you want to use

If the issue cannot be resolved, please inform your property management or the responsible contact persons.

Error message: “Please pay” despite an existing reservation

Please check:

• whether your reservation is still valid

• whether you have selected the correct laundry room

The machine will only be unlocked if the reservation is active and the correct laundry room has been selected.

Display: “Delayed start” or “Finish in”

This function is not compatible with WeWash.

• It is often activated unintentionally when attempting to set a programme duration

• Washing programmes have a fixed time sequence

• Tumble dryer programmes are based on a target level (e.g. Cupboard dry)

Please deactivate the delayed start option and select a standard programme instead.

A previous wash cycle may have been interrupted, or water could not be drained due to a blocked drain pump.

In this case, please run a drum cleaning programme (without laundry!) and report this booking to us. After a brief check on our side, we will refund the cost of the drum cleaning.

Each user is notified of the completion of a wash or drying cycle via push notification. After the cycle ends, the machine is blocked for a certain period to allow the previous user to collect their laundry.

If the laundry is not collected within this time, the machine may be assigned to the next user, even though there are still clothes in the machine.

Please, if possible, reserve another available machine or join the virtual queue.

Dryer:

A dryer door does not lock for safety reasons.
Please note that the dryer door usually opens in the opposite direction to that of a washing machine.

Washing machine:

It is likely that the water level in the machine is still too high, for example because the lint filter or drain pump is blocked by an object (e.g., a coin) and cannot pump out the water.

To access your laundry again, please perform an “emergency release” in this case.

• If it is not a Bosch machine, the procedure may differ.

• If you encounter difficulties, please contact the caretaker responsible for your laundry room for assistance.

All information about the emergency release for the machine can be found here.

The laundry room map in your app shows that the laundry room is currently unavailable, meaning there is no connection between the WeWash boxes in the laundry room and the WeWash system. Usually, the connection is automatically restored. Please try again at a later time.

If the condition persists for an extended period, there may be a problem, for example:

• The Mobile Communication Box (WeWash box with external antenna) has no power connection. The box LED is not lit. Please check that the box is plugged in. If it is, the fuse may have blown, or there may be another issue.

• If the LED of the Mobile Communication Box is flashing, it cannot connect to the mobile network. Disconnect the box from the power supply for about 10 seconds (if possible) and then plug it in again.

If the problem continues, please report it via the Support / Help section in the app.

You can set up a SEPA direct debit mandate in the WeWash app in two different ways:

1. Set up SEPA direct debit directly in your profile

• Go to “Profile” → “Payment methods” → “+ New payment method”.

• Select “Direct debit”.

• Complete the test payment of €1.00 – for example via Trustly or PayByBank
  (the test payment is refunded automatically).

• This process creates your SEPA direct debit mandate.

2. Set up SEPA direct debit during a machine reservation

If you reserve a machine and need to unlock it with a prepayment, you can tick the box during the payment process to register a payment method.

• Select Trustly or PayByBank.

• After a successful payment, a SEPA direct debit mandate is automatically created for the bank account you used.

What happens after the SEPA mandate is set up?

Once the SEPA direct debit mandate is active, future invoices will be automatically charged via SEPA direct debit – as long as this payment method remains your preferred (selected) means of payment.

Note on SEPA processing times

Please be aware that processing SEPA direct debits may take up to 3 business days, depending on the banks involved.
During this time, you can continue to use WeWash without any restrictions.

You can add, select, deselect, and delete payment methods at any time in your WeWash user account under “Profile” → “Payment methods”.

Why can’t I delete a registered payment method?

There are several reasons why a payment method cannot be removed from your WeWash user account:

1. The payment method is currently set as the default

A payment method that is currently set as your default cannot be deleted.
To remove it, please first choose one of the following options:

• Select another valid payment method, 
  or

• Choose not to use an automatic payment method (switch to checkout payment)

Only after the payment method is no longer set as the default can it be deleted.

2. The payment method is not verified or is invalid

Payment methods that are not verified or are invalid cannot be deleted.
Please ensure that the payment method is valid and that the verification process has been successfully completed.

Note regarding cumulative invoicing

If cumulative invoicing is activated for your payment method, please be aware:

When the currently selected payment method is changed, any outstanding bookings that have not yet been invoiced may be charged immediately to the previously saved payment method.

Why is my credit or debit card payment failing?

Online card payments (e.g. for prepayments or invoices) may fail or be declined for various reasons. The following are the most common causes:

1. Two-factor authentication was not completed

Many banks require two-factor authentication (3-D Secure / SCA), for example via a banking app, TAN, or SMS.

If this authentication is not completed or confirmed too late, the payment will automatically be declined.

Please ensure that:

• push notifications from your bank are enabled

• you approve payment requests promptly

• you can receive SMS codes from your bank, if applicable

2. The card is not enabled for online payments

Some banks disable online or international payments by default.
Please check in your banking app whether:

• online payments are activated

• international / internet transactions are enabled

• your card is blocked for recurring payments

3. The card limit has been exceeded

Possible reasons include:

• daily or monthly limits have been reached

• the per-transaction limit is too low or too high

• insufficient funds are available

Please check your bank’s card limits and adjust them if necessary.

4. The name was not entered correctly

The name entered must match the name on the card exactly, including:

• identical spelling

• identical order

• no additional characters or titles

Even small deviations can cause payment failures.

5. The card is expired or blocked

Please verify:

• the expiry date (MM/YY)

• whether the card has been temporarily blocked by your bank

• whether a security block has been placed due to suspicious activity

6. Incorrect or incomplete card details

Please double-check:

• card number

• expiry date

• CVC/CVV code (on the back of the card)

• billing address (if required by your bank)

7. Technical issues with the bank or payment processor

Payment service providers or banks may temporarily:

• carry out maintenance

• experience service disruptions

• block certain transaction types

In these cases, trying the payment again later usually resolves the issue.

Note: Issues with the “€0.00” test payment when adding a credit/debit card

WeWash offers the option to add credit or debit cards as an automatic payment method using a €0.00 test payment.

However, some banks do not accept €0.00 transactions for mandate creation.
In these cases, the card cannot be stored successfully via the test payment.

Solution

Register the card via a regular payment instead, for example:

• a prepayment when unlocking a machine

• payment of an open invoice

Tick the checkbox to register the payment method during the payment process.
(The note next to the checkbox explains that ticking it will save the card as an automatic payment method.)

After the successful payment, the card will be correctly stored as your automatic payment method.

PayPal can be used either as a one-off payment method to settle an invoice or stored as an automatic payment method.

One-off payment with PayPal:

Start the payment process by selecting “Pay now”, choose Checkout payment, and then select PayPal. In this case, PayPal is used once to pay the outstanding invoice but will not be saved for future payments.
– Please note that at this point you are on PayPal’s payment platform. PayPal only informs us whether a payment was successful or not. Reasons for a failed payment are not provided to us – these may be displayed to you directly by PayPal. If this happens, please contact PayPal Support directly, as we are unable to assist with issues on their side.

PayPal as an automatic payment method (with monthly invoicing):

Tick the box to store an automatic payment method during a payment process.
Once activated, future bookings will be collected, invoiced, and automatically settled via PayPal.

You can also store PayPal in advance at any time in your WeWash user account under Profile → Payment methods → Add new payment method. After the first successful payment of an invoice amount, your bookings will then be collected, invoiced, and automatically settled via PayPal.

Monthly invoicing:

Your washing and drying cycles are no longer billed individually but conveniently summarised and invoiced on the 1st of the following month or once the invoice limit applicable to the payment method has been reached. You can find the current invoice limit in your invoice overview.

If the invoice limit is exceeded beforehand, the debit from your stored payment method will be initiated immediately.

How do I receive and verify the verification code for my SEPA payment method?

To fully activate your SEPA payment method, you need to enter a verification code. Here is how the process works:

1. How do I receive the verification code?

The code is generated as soon as the first debit is made using your SEPA payment method – for example, by:

• completing a wash or dry cycle while the SEPA payment method is selected, or

• paying an outstanding invoice with this payment method (if not done previously)

After this first debit, you will find the code in the payment reference on your bank statement.

2. Where exactly can I find the code?

On your bank statement, you will see a debit from:

“STG Mollie Payments – WeWash GmbH”

Within the payment reference of this transaction, you will find a six-character code shown as:

WeWash-Code: XXXXXX

Important notes:

• The code consists of capital letters and numbers.

• If necessary, open the transaction’s detailed view to display the full payment reference.

• SEPA transactions usually take 2–4 days to process, depending on the banks involved.
  You can continue to use the laundry room as usual during this time.

3. Where do I enter the verification code?

You can enter the code in the WeWash app or in the web login – either:

• via the verification info card on your home screen, or

• under “Profile” → “Payment methods” → “Direct debit”,
  by selecting “Verify”

Once the code has been successfully entered, your SEPA payment method is fully verified, and you can use all washing and drying services without restrictions.

Why is my invoice shown as “Processing” or not yet payable?

If the status “Processing” is displayed for a current invoice in your user account under “Invoices”, this means that the invoice is still being processed.

While an invoice is in this status, the following may occur:

• The PDF invoice is not yet available

• The “Pay now” button is not yet displayed

• If an automatic payment method is stored, the payment has not yet been initiated

This is a normal process and not an error.

What do I need to do in this case?

At present, no action is required on your part.

As soon as the invoice has been fully generated:

• The PDF invoice will appear automatically

• If no automatic payment method is stored, you will be able to start the payment via the “Pay now” button

• If an automatic payment method is selected, the payment will be initiated automatically

In this case, you do not need to take any further steps.

When can I pay my invoice?

You can pay your invoice as soon as the processing has been completed.

Until then, the status “Processing” will continue to be displayed.

We kindly ask for your patience.

A manual bank transfer outside your WeWash user account is not possible for technical reasons. For this reason, we are unable to provide you with an account number / IBAN, even upon request.

Please use only the payment options offered within your WeWash user account.

Manual transfers to the account of our payment service provider are automatically refunded.

Please open the relevant invoice or the “Upcoming Invoice” list, where you can see all bookings that will be invoiced to you on the upcoming billing date, and check the date and time of the invoiced bookings.

If there are still any uncertainties, please contact us via “Help” in the profile area of the WeWash app, and provide the machine name, date, time, and booking number for which you require clarification.

In principle, WeWash invoices only machine bookings – there are no monthly fees, subscriptions, or similar charges at WeWash.