This article answers common questions to help you quickly resolve issues.
Disclaimer:
The document is based on the CleanPay Mobile App, and Custom apps may vary. If some functionality is not in your app, please go to the location and contact the on-site customer service staff.
FAQ
1. Why does manual entry show “Room 564 First Ave” when my registered location (HL00931) is 105 Duane St?
Room lists follow the account’s current location. The app automatically switches locations to match the most recently started machine. As a result, both your signed-in location and account location update to the site of the last machine you started.
2. What if I forget my password?
Use “Forgot Password” on the Sign In screen:
Choose “Email” to reset your password via email.
Choose “Phone” to verify via SMS and regain access without resetting the password.
For step-by-step instructions, see “Forgot Password” in CleanPay Mobile: Download & Register. (Please scroll down to the section “Forgot Password” in the document “CleanPay Mobile: Download & Register.”)
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3. Why is the run time in the app different from the time on the machine?
The app shows the time reported by the reader after startup; the reader’s display is the most up to date. Extra time may be added later through other actions.
Some machines only report time after a confirmed start. Because the app needs a time before that, the reader provides an estimated value that may be inaccurate.
4. How do I request a refund for a failed start or remaining balance after moving out?
Request a refund on the CleanPay Mobile APP:
1) Sign in to the app.
2) Tap the “sandwich” menu (top-left of the Home screen).
3) Select “Refund Request.”
4) Choose refund to Mobile or Credit Card and submit.
For detailed steps, see CleanPay Mobile: Refund Request & History.
Or contact the on-site customer service staff to process your refund.
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