What if I need a top-loading, built-in, or special size washing machine?

For now, WashPass machines only come in one format: front-loading, free-standing and standard-size. The full measurements of the appliance are 60 cm width, 53 cm depth, 85 cm height. If there is strong interest for other formats or appliance types, we may develop them in the future.

What if my Wi-Fi signal cannot reach the location where I keep my washer?

Our system needs to regularly connect to the Internet to update usage data and predict when you will run out of detergent. Our smart washer can work through occasional disconnections and network outages, but it will eventually lock up if it cannot establish a connection to our cloud for too long.

What if I am allergic to fabric softener, or I prefer not to use it?

The ingredients used by our dynamic auto-dosing system include fabric softener: there is currently no option to exclude it from your washes. If there is strong interest for a no-softener version of the system, we may develop it in the future.

What if I cannot reliably receive detergent deliveries at home?

Please use a shipping address where deliveries can be made during regular business hours, such as a reception or delivery locker. Our detergent packages cannot fit in most letter boxes (25 x 19 x 21 cm). In this initial phase, shipment tracking details will not be available before delivery.

What if I want to use specific detergents or additives?

Our dynamic auto-dosing system automatically creates the ideal detergent mix according to each load and program, which means you do not need to add any detergent or softener. If you require specialized additives for particular treatments, such as anti-bacterials for baby clothes, simply drop them into the drum with your laundry.

What if I run cycles consuming no detergent, such as rinses: will I get charged anyway?

Yes. Our pay-per-wash fee structure is designed to offer flexibility and simplicity: it is meant to cover the service in its entirety, and it is not directly related to the amount of detergent used by each cycle. In the unlikely event that we need to run multiple cycles during maintenance visits, you may be offered a discount to offset the additional charges.

What if I want to know how much detergent is left?

Our concentrated detergent tanks are designed to last for several weeks. You can check your current levels at any time from the “Maintenance” section of the Candy Simply-Fi app.

What if I get notified that a tank has reached reserve level?

No immediate action is required. Depending on your usage habits and storage inventory, periodically you will receive emails informing you about a new shipment. After a while, your tank will run out and you can replace it with a new one from your storage.

What if a detergent tank has been in reserve for a while and I don't have a replacement in storage?

We always send the necessary replacements well in advance, so this should never happen, but nobody’s perfect. If you believe your shipment is late and your detergent is very close to running out, please email (or call) our customer service and we will ship another box via express courier.

What if the machine stops working and shows a blinking signal, or the app tells me it is blocked?

Usually, this happens because one of your detergent tanks has run out. You can resume normal operation by replacing exhausted tanks. Other reasons could be protracted offline operation or issues with your subscription payments (see below). If none of these apply, contact our customer service and we will diagnose your situation.

What if the washer and/or the app tells me to replace a tank, but it is not completely empty yet?

Our dynamic auto-dosing system is precisely calibrated, yet there may still be some slight variances. A little detergent residue in some exhausted tanks can be expected and it won’t compromise recycling. However, if you regularly find a lot of leftovers, please let our customer service know.

What if I rupture a tank, misplace it, or make it unusable?

Please email (or call) our customer service to let us know: we will update our systems and send a new shipment if needed. If you need to perform an emergency replacement, you can do so via the “Maintenance” section of the Candy Simply-Fi app.

What if my WiFi goes offline due to outages or other connectivity issues?

Do not worry: you can perform up to five washing cycles before your appliance is required to connect again. The appliance cannot operate offline for too long due to replenishment and billing purposes, so please try to restore connectivity at your earliest convenience. If the Wi-Fi outage is protracted and your machine locks up, please contact our customer service and we will look for a resolution.

What if my machine requires assistance?

Simply call our customer service, and we will diagnose your situation. If it can be solved remotely, we will be happy to walk you through the necessary steps. If not, we will promptly arrange a technician visit to your home. Remember that maintenance is included for the whole duration of your contract (within reason, so please do not smash your appliance with a hammer on purpose).

What if I want to pay with a prepaid card?

Due to the recurring nature of the subscription, we cannot accept prepaid cards: please use a valid credit or debit card, and make sure to keep your payment details updated from your profile page (see below).

What if I need to update my credit card details or delivery address?

Visit your profile page via the “Maintenance” section of the Candy Simply-Fi app, then tap on “Review and edit payment method and shipping address”. Make sure to keep your details up to date to avoid late payments and potential disruptions to the service.

What if I want to cancel my subscription?

You can cancel at any time by contacting our customer service. If you have been using WashPass for less than 36 months, you will be charged a 99GBP early cancellation fee. Depending on the conditions of your washer we may take it back for refurbishment; offer to sell it to you at a discounted price and remotely unlock it for traditional use; or have it recycled.

What if I stop paying for my subscription?

We’d really rather you didn’t. If this is due to issues with your payment method (e.g. your card expired or it is maxed out), simply indicate a new one in your profile page (see above). We will make three attempts to charge you before taking any action: afterwards, your service may be suspended. If you find yourself in this situation, contact our customer service to discuss arrears recovery and reactivation.