FAQS

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Washing

Washing

How do I do my washing?

Please check out our Laundry Guide.

Washing

What detergent should I use?

You can use biological powder, non-biological powder or liquid. Please do not pour liquid directly onto your clothes as this can damage fabrics - your washing powder should be poured directly into the drum underneath your washing.

Please do not use the following:
Bleach
Colour catchers
Fabric softener

Washing

Can I wash my duvet?

No, the equipment is not designed to wash duvets and this could cause serious damage.

Washing

How much washing can I put in the machine?

It is very important not to overfill the machines as this will halt the spin the cycle leaving you with wet and dirty clothes - which MUST NOT be put into the dryer.

Use the guides on the washing machine and fill between the minimum and maximum guidelines.

It is recommended to separate very heavy items like jeans, jumpers and towels.

DO NOT underfill the washing machine, always fill above the minimum guidelines.

Washing

My clothing is stained after washing?

Don’t throw the item of clothing away - keep it safe. Make sure the item is dry. Make a note of the laundry room and machine number that damaged your clothing.

Contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Washing

My clothing has shrunk in the wash

Don’t throw the item of clothing away - keep it safe. Make sure the item is dry. Make a note of the laundry room and machine number that damaged your clothing.

Contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Washing

My clothing has been damaged in the wash cycle (ripped or torn)?

Don’t throw the item of clothing away - keep it safe. Make sure the item is dry. Make a note of the laundry room and machine number that damaged your clothing. 

Contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Please note that all faults must be reported within 48 hours of the incident.

Laundry Card

Laundry Card

Can I make a payment over the phone?

No, unfortunately this isn’t possible at the moment. You can however use PayPal, which is free to sign up for, simple to use and extremely secure when it comes to keeping your information safe.

Laundry Card

Do I have to have a PayPal account?

No, you do not need a PayPal account, although it makes the top-up process quicker. You can simply make a one-off payment using a debit or credit card as a PayPal guest by following the online procedure and completing the details on the screen once you have clicked on the ‘Checkout with PayPal’ button.

Laundry Card

Why does Circuit use PayPal?

We chose PayPal as the Circuit payment provider to provide our users with world class security and convenience. Every transaction you make is encrypted using advanced encryption technology and monitored to prevent fraud, email phishing and identity theft. For convenience you can pay online with your PayPal password and skip entering your financial info. Or pay even faster with One Touch™, stay logged in and check out without entering your password.

Laundry Card

Payment details are not being accepted by PayPal

Make sure the laundry card number on your account is valid. It’s also important to double-check that you are entering the address which the card is registered to.

If both of these appear correct; please visit the PayPal Help Centre or contact PayPal directly on 0800 358 7911.

Laundry Card

Why does card reader on the washing machine or dryer say there is an error?

If the error code is 3040, you may be inserting your card either upside down or back-to-front.

For any other error code, you will need to get a new laundry card. Contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Laundry Card

Why does the top-up machine say invalid code?

Please try the following:

  1. Double check that you are entering the correct code. If you have tried an incorrect code three or more times, your card will be locked out and you will have to wait for 30 minutes before trying again.
  2. Make sure you selected the top-up point at the correct residence. Your top-up code is only valid at this location.
  3. Ensure you entered the card number correctly on the top-up page
  4. Check to see if you received the top-up code more than two weeks ago. A code is only valid for 14 days from the date of issue.
  5. If you still require assistance, please ring, email or live chat.

Laundry Card

Why does the washer say 'low balance' when I have just topped up online?

Have you gone to the top-up point and added funds using the top-up code?
If you have, please call our helpline on 01422 820 026.

Laundry Card

Why have I not received my top-up code by email?

Check that the email has not gone into your Spam folder. Otherwise, log in to your account and your last top-up code will be displayed.

If you still cannot find your top up code, please contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Laundry Card

What happens if my laundry card is lost or stolen?

Circuit accepts no responsibility for lost, damaged or stolen cards. You will need to obtain a replacement card and update your card details in your ‘My Circuit’ account. Any balance you had on your previous card will have been lost and you will need to top-up your new card before you can use it. Any top up codes that have not been activated will also be lost.

Laundry Card

Can I get a refund on unused credit?

To receive a refund of part-used top-up credit, please send your Circuit Laundry Top-Up Card along with a copy of the original top-up code receipt and the reason for requesting a refund to: Circuit Launderette Services Ltd at Circuit Launderette Services Ltd, Victoria Court, Halifax Road, Ripponden, West Yorkshire, HX6 4AJ.

For app credit, please email refunds@circuitgroup.com

Please note: We do require a screenshot of your app account and a copy of your PayPal receipt with a Transaction or Receipt ID number to complete a refund, so please ensure you have sent this in.

With immediate effect, Circuit will not charge the usual £3.00 administration fee. The minimum refundable balance of £5.00 will also be removed. Refunds will only be made using the payment method used for purchase. Please note that any credit added to your account more than 12 months ago will not be refunded.

Refunds will not be processed for any free credit.

Laundry Card

How do I check the balance of my laundry top-up card?

You can check how much credit you have left on your card by inserting it into any top-up machine in your laundry room. You can’t check this in your My Circuit account or over the phone.

Mobile App

Mobile App

How can I change my password on the Circuit app?

It is not possible to do this on the app currently. To change or reset your password please contact us by starting a Live Chat, phoning 01422 820 026 or using our enquiry form.

Mobile App

What should I do if the app is not responding?

Do not log out, as this will not fix the problem. Please close the app completely, and reopen it. If the app still does not respond, contact us by starting a Live Chat, phoning 01422 820 026 or using our enquiry form.

Mobile App

The machine isn’t starting – what should I do?

Before contacting us, please make sure you have read and followed the step-by-step guides on the laundry room walls. You can also check our How to Guide. If you’re machine still won’t start, please get in touch by starting a Live Chat, phoning 01422 820 026 or using our enquiry form.

Mobile App

I think I have been charged the wrong amount – who should I contact?

The app does not always refresh immediately, so please wait a short while before checking your balance. If you have a query once the app updates, please contact us by starting a Live Chat, phoning  01422 820 026 or using our enquiry form.

Mobile App

My app says “Machine Number not recognised” or “Machine not found”

This might mean that there is a technical fault or an issue with the machine network. Please call 01422 820 026 and choose option 3 to check things out with our friendly team.

Mobile App

Can I transfer my current card balance to the Circuit app?

Yes. To do this, please post your laundry card to our office along with a covering letter and confirmation of your mobile app account username (your email address). We can then transfer any funds you have from the card to the app. Please note, if a card is not received by Circuit, we cannot transfer funds to your mobile app account.

Mobile App

I can’t scan the QR code on my phone – can you help?

Please check that the camera is working on your phone. If it isn’t, or you are having trouble scanning the QR code, you can enter the machine number on the bottom of the card reader (this is case sensitive) where prompted in the mobile app under “Use Machine”.

Mobile App

I've topped up, have a receipt from PayPal, but the money isn't in my account.

There may have been a technical fault with the network when transferring your payment. Please contact us by starting a Live Chat, calling us on 01422 820 026 or get in touch using your enquiry form.

Mobile App

Why are my payment details are not being accepted by PayPal

Make sure the laundry card number on your account is valid. It’s also important that you double-check you are entering the address the card is registered to.

If both of these appear to be correct, please visit the PayPal Help Centre or contact PayPal directly on 0800 358 7911.

Mobile App

What can I do if I have no phone signal in the laundry room?

Like all apps, the Circuit Laundry app runs from a 3g, 4g or WIFI signal. This is required to use the mobile app, so if there is no signal to use your app, you will need to use a card to operate the machines.

Mobile App

Can I get a refund for unused credit?

To receive a refund of credit on your app, please send a copy of the original PayPal receipt (which must include to Receipt ID or Transaction ID), the reason for requesting a refund and a screenshot of your app account to refunds@circuitgroup.com

With immediate effect, Circuit will not charge the usual £3.00 administration fee. The minimum refundable balance of £5.00 will also be removed. Refunds will only be made using the payment method used for purchase. Please note that any credit added to your account more than 12 months ago will not be refunded. Refunds will not be processed for any free credit. Any unused credit will expire 12 months after the date of purchase.

Drying

Drying

How much drying can I put in the machine

It is very important not to overfill the machines as you will be left with damp clothing, and it may take more than one cycle to dry your clothes. It is best to separate very heavy items like jeans, hoodies and towels.

Use the guides on the dryer and fill between the min and max guidelines.  DO NOT underfill the dryer, always fill above the ‘minimum’ marker.

Drying

Why aren’t my clothes dry?

Check that you have not overfilled the dryer, you should use the guides on the washing machine and fill between the min and max guidelines.

Check if the machine is heating up. If you have checked the above and your clothes are still not drying, contact us by starting a Live Chat, calling us on 01422 820 026 or using your enquiry form.

Trouble- shooting

Trouble- shooting

F21: Machine not draining

Check with site maintenance to check the drainage, if this is OK you will need to report a fault.

If possible, please have the following details ready:

  • laundry room site number (red sticker on wall)
    or
    postcode
  • machine identification number (top left or top right corner, black sticker).

Then contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Trouble- shooting

The machine is not spinning

Check that the machine is not overloaded (i.e. washing is above the max guideline).

At the end of the cycle take some clothes out and restart the cycle.

If you’re still experiencing problems, contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Trouble- shooting

EDL or DE, F20/19: Door lock

The machine lock has sensed that the door has partially been opened, lean on the door for 30 seconds, reselect the cycle and press start.

Contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Trouble- shooting

FIL or EFL: Machine is not filling

Check with your site maintenance that there is a water supply to the machines.

If you’re still experiencing problems, contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Trouble- shooting

I’ve put coins into the machines, and it will not start

Check the payment is registering on the machine display. If it isn’t, try adding another coin.

If the payment is registering, select a cycle and press start.

If you’re still experiencing problems, contact us by starting a Live Chat, calling us on 01422 820 026 or using our enquiry form.

Top-Up Card Top-Up Card Top-Up Card