Washing Machine Troubleshooting
  • 09 Apr 2024
  • 2 Minutes to read
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Washing Machine Troubleshooting

  • Dark
  • PDF

Article Summary

Washing Machine Troubleshooting 

The purpose of this guide is to identify and troubleshoot issues with the Washing Machines.

Possible reasons for the call
  • Washing machine error
  • Leaking washing machine
  • No detergent in machine
  • Washing cycle stuck (stuck on cycle)
  • Kill Cycle

Step 1: Identify the problem

Step 2: Error codes

Step 3: Kill Cycle

Step 4: Next steps

Step 1: Identify the problem

Step 2: Error Codes

Volunteer Check-In
Ensure the volunteer is comfortable with the required quick fixes



Next Steps


Inlet Error

Refer to Clean Water Troubleshooting


Outlet Error


Door Error


Lock Error


Unbalanced error

  • Open the door and redistribute the items
  • Close the door and press start to start the cycle
  • Consider distributing across 2 loads


Too much SUDS

  • No action required


Emergency Stop Button Activated

  • Push red button in to clear code (Remote Vans only)


Water is overflowing

Step 3: Perform a Kill Cycle

Upgraded Vans & Pods2.0

  1. Hold down B6 (start) for approximately 3 seconds until you hear a 'ding'
  2. Release button
  3. Wait until machine drains and the 'door lock' light turns off before opening the machine. 

Original Pods

  1. Hold down B1 and B3 simultaneously. The screen should display ‘0’
  2. Press B2 until ‘3’ appears onscreen
  3. Press Start (B6). The screen should display ‘L9CI’
  4. Press B2 until ‘hILL’ appears on the screen
  5. Press start (B6)

Note: your machine may be different and require you to use B2 and B3 to navigate to 'hILL'

  1. The screen should display ‘0’
  2. Press B2 until the screen reads ‘17’ (tip: if you go past 17, use B3 to navigate down)
  3. Press start (B6), the machine will now end the cycle
  4. Once the 'door lock' light turns off, flick the switch up to start the next wash

Note: please allow the machine one minute to drain

Step 4: Communicate the next steps with the volunteer

Diagnostic complete, the issue cannot be resolved on shift. You will need to either

  1. Run the shift with reduced capacity
  2. Have a conversation only shift
  3. Pack up and go home

Clearly communicate the options to the volunteer as per the Decision Guide and ensure an incident report has been submitted in order to alert individuals according to the escalation process.

Requirements for an incident report:

  • What was the first indication of an issue?
  • What steps were followed on Service Support?
  • What was the shift outcome?

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