How can I charge up my prepaid account?
You can charge up your balance in the selfservice. Find more Information about the prepaid account here.
I missed my appointment. Can I get a refund?
No. So be sure to cancel your appointments when you know you won't use them.
If you often miss your appointments, we recommend setting an alarm clock.
My appointment started but the machine is still running
Depending on whether it's the washer or the dryer, you should proceed differently.
Dryer: You can end the dryer program simply by turning the switch to "Ende" or opening the door. Then you can use the machine as usual.
Washing machine: Washing programs cannot be canceled. Please inform the AG about the problem. Additionally, you can request a refund of your credit by clicking the "Report Problem" button and following the instructions. You should be able to prove that you were unable to use the machine, so it's best to attach a photo with a timestamp.
The machine door won’t open
Turn the machine off and, after a few seconds, on again. Make sure to press the door opener long enough (1-2 seconds).
If this does not fix the problem, immediately contact the washing-group.
Never try to open the door with force!
What do I do with lost property?
Lost property can be handed in to the janitors or to the AG. We then hand over the found items to the janitors and also inform all residents by email about the found item.
My appointment already started, but there is still laundry in the machine, what now?
Wait a few minutes to see if the owner exchanges, then the problem will resolve itself. Your predecessor will usually want to use the dryer, which they must unlock in the same time slot as you. However, if you run out of time, you can put the laundry to one side. Please make sure to put them in a clean place (e.g. a laundry basket). Tip: Place your laundry basket on top of the machine you are using. This way, your replacement can put your laundry to one side if you forget the time.
How often can I use the washing machines?
You can book a maximum of 5 appointments per week. You are able to see how many remaining appointments you have left.
How can I cancel an appointment?
You can cancel bookings to 30 minutes before start of the washing appointment in the SelfService. Simply click on "cancel" in the "upcoming appointments" section. Your money will then be refunded.
Please note: Once cancelled, the same appointment cannot be booked again.