FAQsFrequently Asked Questions

Find answers to questions frequently asked by our WashTur customers.


How can we help you?

How do I know which program and temperature should I select for the laundry?

  • Strong colors: always cold
  • Colors: cold 30º C or warm 40º C
  • White: Average 40º C or hot 60º C

We recommend cold wash, the daily laundry is not usually very dirty and we avoid damages or mistakes when separating colors.

What detergent should I use?

In our self-services we give the possibility of running the cycle with our products, dosed directly by the machine, but if you prefer to use your own, select the option A = No products.

We recommend liquid detergent, do not pour the detergent directly on your clothes, as this can damage the fabrics, use the dispenser of the machine or on the drum, but before inserting the clothes, so it will remain under it.

Can I wash my quilts?

No, the 10 Kg capacity kit is not designed to wash quilts and this could cause serious damage as they are very bulky.

How much laundry can I place into the machine?

It is very important not to overfill the machines, because this will stop the spin cycle and leave your laundry wet and dirty, which MUST NOT be put in the dryer as wet.

The machines clearly indicate the maximum limit as far as the clothes must be placed.

We recommend separating heavy items like jeans, towels etc.

It is not recommended to insert too few items, this unbalances the washing machine

Can I open the machine once the cycle has started?

No, once the cycle has started the washing machine does not allow you to open the door, only in the event of an incident you should contact 900 902 901 and we will solve it.

What if my clothes are stained and / or deteriorated after washing, even though I have followed the recommendations?

Do not dispose of the garment, make sure the garment is dry, write down the number of the machine that damaged your garment.

Contact us Toll Free 900 902 901 or through the incidence form.

How much laundry can I insert in the machine?

It is very important not to overfill the machines, as you will be left with damp clothes, and it may take more than one cycle to dry the clothes. Maximum half drum. It is better to separate heavy items like jeans, sweatshirts and towels.

Use the guides in the dryer and complete follow the minimum and maximum guidelines, DO NOT insert laundry below the marked minimum, nor above the maximum marker.

Can I open the dryer machine at any time?

Yes, this way you can check if the laundry is drying. Press the Start button to get it working again.

Also, always before the end of the cycle, you can increase the drying time by inserting one more coin.

Why is my clothes not dry with a complete drying cycle?

Verify that you have not overfilled the dryer, you must use the machine guides and fill between the minimum and maximum guidelines.

Check if the machine is warming up. If you have verified it and your clothes are not drying yet, contact us 900 902 901.

Do I have to have a PayPal account?

No, you do not need a PayPal account, although it makes the pay process faster. You can simply add money with a debit or credit card as a PayPal guest by following the online procedure and completing the details on the screen.

Why does WashTur use PayPal?

We chose PayPal as WashTur's payment provider to provide our users with security and comfort worldwide. Every transaction you make is encrypted using advanced encryption technology and is monitored to prevent fraud, email phishing, and identity theft. For convenience, you can pay online with your PayPal password and skip entering your financial information.

What do I do if PayPal doesn't accept payment details?

Make sure that the user is valid, as well as it is important to verify that you are entering the address where the card is registered.

If both seem correct; Visit the PayPal Help Center or contact PayPal directly.

Can I get a refund for unused credit?

To receive a credit refund on your app, please send a copy of the original PayPal receipt (which must include the receipt ID or transaction ID) and a screenshot of your app account to info@lavatur.com .

No refund will be granted on application balances of less than € 5.00. Refunds will incur an administrative charge of € 3.00 which will be deducted directly from the value of the refund. Refunds will be made using the payment method used for the purchase.

Any unused credit will expire 12 months after the date of purchase.

How can I check the balance I have in the app?

The balance is displayed at all times on your App.

How can I recover or change my password in the App?

If you do not remember your password, simply request RECOVER PASSWORD and you will receive an email, just follow the instructions.

What should I do if the application does not respond?

Close the app completely and reopen it. If the app still doesn't respond, contact us free of charge on 900 902 901.

The machine does not start, what should I do?

Before contacting us, make sure you have read and followed the step-by-step guides in the machine instructions and have pressed START. Also see our Practical Guide. If your machine still does not start, contact us free of charge on 900 902 901.

I think I have been charged the wrong import: Who should I contact?

The app doesn't always update immediately, so wait a moment before checking your balance. If the amount still does not seem correct to you once the application has been updated, contact us free of charge on 900 902 901.

I can't scan the QR code with my phone, can you help me?

Check that your phone's camera works correctly, if so, but you still have problems scanning the QR code, you can enter the machine number to use it, however, you can contact us free of charge and check if there is a problem with it on 900 902 901.

I have completed the payment, I have a PayPal receipt, but the money is not in my account, what can I do?

There may have been a technical network failure when transferring your payment. Contact us and we will help you. 900 902 901 (free of charge).

What can I do if I don't have internet connection from the laundry?

Like any application, the WashTur app works with 3g, 4g or WIFI connection. This is necessary to use the mobile application, so if there is no signal to use your application, you will need to use coins to operate the machines, or you can simply activate the machine from a place with better connectivity.

The machine does not drain

  • The drain pump has probably clogged, so it won't let you open door.
  • If the pump is not clogged, to be able to remove the laundry, ask maintenance to unplug the machine and wait 5 minutes, then the door will be unlocked.
  • If it still does not open, you must call us to have a staff member come and check the machine. 900 902 901. If possible, have on hand the machine number where the fault occurred.

The machine does not spin

Check that the machine is not overloaded (i.e. the wash is above the maximum guideline).

If you have inserted too many clothes, you should cycle again with less load.

If you still have problems, contact us on 900 902 901.