Frequently asked questions

Frequently asked questions
 

Here you will find our frequently asked questions and answers. If you can't find help for what you're wondering about, you can contact Clean Kokos' customer service at info@cleankokos.rent. Customer service is closed on weekends and public holidays. In case of urgent need for help, contact our emergency phone +4733398943.

For problems with the app and payment, send an email to support@appwash.com. Or chat with Appwash's customer service through the app.

Clean Kokos frequently asked questions.
Get started with the laundromat
User Support
 

Clean Kokos is a self-service laundry. This means that there is no one working in the laundry to help you get started. We know that a lot can be confusing when you are going to use the laundry for the first time. Therefore, in this user guide, we have tried to make it a little easier for you who are going to use Clean Kokos's laundries for the first time.

General

WHERE IS CLEAN KOKOS AVAILABLE?

Clean Kokos is available in Oslo and Bergen. We have laundries in Grünerløkka, Frogner, Tøyen, and Sagene in Oslo. In Bergen, you can find us in the city center. Find the address and read more about the different laundries here.
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DO YOU NEED A KEY OR CODE TO GET INTO THE LAUNDRY?

No, the doors to Clean Kokos's laundries are open to our customers throughout the entire opening hours. The laundries are under video surveillance, but you are responsible for the clothes you wash.

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WHAT ARE CLEAN KOKOS'S OPENING HOURS?

Clean Kokos is open from 06:00 to 22:00 every day. The doors automatically lock at 22:00.
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IS CLEAN KOKOS OPEN ON HOLIDAYS?

Yes, Clean Kokos is open on holidays with opening hours from 06:00 to 22:00.

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CAN I GET OUT OF THE LAUNDRY AFTER OPENING HOURS?

Yes, by opening the door from the inside of the laundry. The burglar alarm is activated after closing time.

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CAN I WASH CLOTHES AFTER THE LAUNDRY'S CLOSING TIME?

No, the premises are alarmed and the burglar alarm is activated after closing time. If you wish to use the laundry outside opening hours, you can contact customer service.

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IS THERE ANYONE WORKING IN THE LAUNDRY?

No, Clean Kokos is a self-service laundry without employees.

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ARE THERE PARKING FACILITIES?

Clean Kokos does not have its own parking, but there is street parking in the nearby area.

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IS THERE WIFI IN THE LAUNDRY?

Yes, we offer free wifi in all Clean Kokos laundries

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WHAT IS THE WIFI PASSWORD?

The password is cleankokos. 

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Detergent

DO I NEED TO BRING MY OWN LAUNDRY DETERGENT?

No, the machines automatically dispense the correct amount of detergent at the start of a wash. At our laundries, we use allergy-friendly and fragrance-free soap from Ecolab.
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WHAT LAUNDRY DETERGENT DOES CLEAN KOKOS USE?

At our laundries, we use fragrance-free and allergy-friendly detergent. We use the detergents Ecobrite Emulsion Clean and Ecobrite Detergent M from Ecolab. You can read more about the detergents we use here.

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Why doesn't the detergent foam in the machine?

The detergent at Clean Kokos is automatically dosed in the correct amount. With automatic dosing of the right amount of detergent, and with the right amount of clothes in the machine, it should not foam when you start a machine. Overdosing and using too much detergent will fill the machine with foam.

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Can I turn off the detergent Clean Kokos uses?

No, that is not possible. Any detergent you add will be in addition to what Clean Kokos uses.

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CAN I BRING MY OWN LAUNDRY DETERGENT?

Yes, but we do not recommend it as it is not necessary. You can add your own detergent in the drum, but this may result in soap residues in the clothes.
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DOES CLEAN KOKOS USE FABRIC SOFTENER?

No, Clean Kokos does not use fabric softener.

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CAN I BRING MY OWN FABRIC SOFTENER?

Yes, you can add fabric softener in the drum.

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Do I need to pre-treat stains?

Yes, all stains should be pre-treated with stain remover before clothes are washed in the machine.

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Prices

HOW MUCH DOES A WASH COST?

A wash costs 70 kroner. All washing programs have the same price.

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HOW MUCH DOES A DRY COST?

A dry costs 70 kroner. All drying programs have the same price.

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Payment

HOW DO I PAY TO USE THE MACHINES?

You can pay with a card at the payment machine in the laundry, or you can download the Appwash by Miele app.
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CAN I PAY WITH COINS?

No, you can only pay via card or the "Appwash by Miele" app.
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HOW DO I PAY WITH CARD?

You can pay with a card at the payment machine in the laundry. Tap and pay with debit or credit card
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HOW DO I PAY WITH THE APP?

Download the Appwash by Miele app. Go to prepaid in the app, and press fill up. You must fill up a minimum of 200 kroner, using Visa, Mastercard or PayPal. To avoid problems with the payment, we recommend using mobile data and not wifi when you fill up your account.
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WHAT DO I DO IF I HAVE PROBLEMS WITH PAYMENT?

Chat with Appwash's customer service through the app. Go to prepaid, press send message and describe the problem. Or send an email to support@appwash.com.
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Can I get a receipt?

If you need more information and a receipt beyond what you find in the app, you must contact Appwash's customer service at support@appwash.com.

Please include a screenshot of the transaction you want a receipt for. Alternatively, provide information about the machine number, user number, date and time of the transaction in the email.

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Appwash

HOW DO I DOWNLOAD APPWASH?

The app is available for iOS and Android. We recommend downloading the app, registering as a user, and topping up your balance before you visit the laundry for the first time. You can read more about how to get started here.

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HOW DO I CHOOSE OR CHANGE LAUNDRY IN APPWASH?

To select the right laundry in the app, go to settings, account, and my laundry. Press the pen icon and enter the machine number of a machine in the laundry. Alternatively, you can type 30820 for Clean Kokos Frogner, 36810 for Clean Kokos Grünerløkka, 37833 for Clean Kokos Sagene, and 38289 for Clean Kokos Tøyen. For Bergen enter 50817.
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WHAT IS THE CODE FOR THE DIFFERENT LAUNDRIES?

Clean Kokos Frogner: 30820

Clean Kokos Grünerløkka: 36810

Clean Kokos Sagene: 37833

Clean Kokos Tøyen: 38289

FClean Kokos Bergen: 50817
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WHAT DO I DO IF I DON'T RECEIVE A VALIDATION CODE BY SMS?

If you do not receive the validation code by SMS during registration, you must send an email to support@appwash.com. We recommend including your email, phone number, full name, address, country, and currency.
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WHAT DO I DO IF I HAVE FORGOTTEN MY APPWASH PASSWORD?

If you have forgotten your Appwash password, you will get error code 61 when you try to log in to the app. You can reset your password here. Go to log in and forgotten password.

 

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WHERE DO I FIND MY USER NUMBER IN APPWASH?

Go to settings in the app, account settings, and user data. There you will find your user number consisting of nine digits.
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CAN I TOP UP LESS THAN 200 KRONER IN THE APP?

No, you must top up a minimum amount of NOK 200.
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CAN YOU REFUND MY REMAINING BALANCE IN APPWASH?

Yes, if you delete your user on Appwash. Go to settings, close the account and confirm in the app.
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HOW LONG WILL IT TAKE TO GET THE REMAINING AMOUNT REFUNDED FROM APPWASH?

5 to 7 business days. If you do not get the money refunded automatically after 5 to 7 business days, you must send an email to support@appwash.com.
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WHAT DO I DO IF I HAVE DELETED MY APPWASH USER?

If you have deleted your Appwash user, you will get error code 54 when you try to log in to the app. Once you have deleted your user on Appwash, the user is deactivated. To activate your user, you must send an email to support@appwash.com. We recommend that you do this well in advance before you visit the laundry again.
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WHAT DO I DO IF I HAVE OTHER QUESTIONS ABOUT APPWASH OR REGISTRATION?

Send en e-mail til support@appwash.com. 

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CAN I CHECK IF THERE ARE AVAILABLE MACHINES IN THE LAUNDRY?

Yes, register in the app and enter the code of the laundry you want to use. Go to Wash/Dry in the app. Press the type of machine you are going to use. Here it states whether the machine is available or unavailable.

 

30820 Clean Kokos Frogner.

36810 Clean Kokos Grünerløkka.

37833 Clean Kokos Sagene.

38289 Clean Kokos Tøyen.

50817 Clean Kokos Bergen.

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CAN I PRE-BOOK AN AVAILABLE MACHINE BEFORE I GO TO THE LAUNDRY

No, it is not possible to pre-book a machine in the app. You can check the availability of the machines before you go to the laundry in the app.

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WILL THE APP NOTIFY ME WHEN THE WASH OR DRY IS DONE?

Yes, the app will notify you when your wash or dry is done and ready to be picked up.

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What can be washed and dried

WHAT IS THE SIZE OF THE MACHINES?

The machines at Clean Kokos hold 8 kilos.

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DO YOU HAVE AN OVERVIEW OF CLEAN KOKOS'S WASHING AND DRYING PROGRAMS?

Yes, an overview of the different programs can be found here.
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CAN I DYE TEXTILES IN YOUR MACHINES?

No, this can damage the machines. The premises are video monitored, and you may be liable for damages if you cause damage.
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CAN I WASH DOWN JACKET IN YOUR MACHINES?

Yes, if the washing instructions on the jacket recommend machine washing. Our machines hold 8 kilos.
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CAN I WASH HARNESS OR HORSE BLANKETS IN YOUR MACHINES?

No, this can damage the machines. The premises are video monitored, and you may be liable for damages if you cause damage.
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CAN I WASH MOPS IN YOUR MACHINES?

No, this can damage the machines. The premises are video monitored, and you may be liable for damages if you cause damage.
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CAN I WASH SINGLE DUVET IN YOUR MACHINES?

Yes, the washing machines at Clean Kokos hold 8 kilos. They can therefore be used to wash a single duvet.
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CAN I WASH DOUBLE DUVET IN YOUR MACHINES?

No, the washing machines at Clean Kokos hold 8 kilos. They can therefore be used to wash a single duvet, while a double duvet is too large. If your double duvet is less than 8 kilos, you can wash it with us.
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CAN I WASH MATTRESS TOPPER IN YOUR MACHINES?

Our machines hold 8 kilos, and a mattress topper is usually too large.
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CAN I WASH MATTRESS TOPPER COVERS IN YOUR MACHINES?

If it is 8 kilos or less. The washing machines at Clean Kokos hold 8 kilos.
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Get started with wash or dry

Can I use only the washing machine?

Yes, you can use only the washing machine.

The bottom row of machines are washing machines. The washing machines are located under the dryers.

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Can I use only the tumble dryer?

Yes, you can use only the tumble dryer.

The top row of machines are dryers. The dryers are located above the washing machines.

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WHERE ARE THE WASHING MACHINES?

The bottom row of machines are washing machines. The washing machines are located under the dryers.

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WHERE ARE THE DRYERS?

The top row of machines are dryers. The dryers are located above the washing machines.. 

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HOW DO I OPEN THE WASHING MACHINE?

Pull the handle of the washing machine. The handle is marked in yellow, and located on the left side of the drum.
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HOW DO I OPEN THE DRYER?

Pull the handle of the dryer. The handle is marked in yellow, and located on the right side of the drum.

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DO I NEED TO CLEAN THE LINT FILTER BEFORE USING THE DRYER?

Yes, to prevent program interruptions and to extend the drying time.

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WHERE DO I TURN ON THE MACHINE?

Press the on/off button located in the top right corner of the machine.
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HOW DO I START THE MACHINE IF THE MIELE LOGO IS LIT IN THE DISPLAY?

Touch the start/stop sensor key.
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HOW DO I START A MACHINE WITH THE APP?

Go to wash/dry in the app, and find an available machine. Put your clothes in the machine and close the door. Select the desired program manually on the machine's display. When the program is selected and can be started, the light of the start/stop sensor key pulses. Touch the start sensor key. Go to wash/dry in the app, and select the correct machine. Start the machine by pressing start now.
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HOW DO I START A MACHINE WITH THE CARD TERMINAL?

Find the payment terminal in the laundry. Select an available machine. Tap and pay with debit or credit card. Fill the machine with clothes and close the door. Select the desired program manually on the machine's display. When the program is selected and can be started, the light of the start/stop sensor key pulses. Touch the start sensor key.
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CAN I CHANGE THE LANGUAGE ON THE MACHINE?

Yes. To change the language, press the flags in the display and switch to the desired language.
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HOW DO I GET MORE PROGRAM OPTIONS?

Press the more button at the bottom right corner of the display panel. Swipe to the right to see the different programs.
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A MACHINE IS AVAILABLE IN THE LAUNDRY, BUT MARKED AS OCCUPIED IN THE APP. WHAT DO I DO?

Send an email to info@cleankokos.rent. Feel free to include the machine number.

 

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Under wash or dry

WHAT DO I DO IF THE PROGRAM IS INTERRUPTED AND AN ERROR MESSAGE IS DISPLAYED?

Chat with Appwash's customer service through the app. Go to history and select the machine you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

You can also start a new program, and request a refund for the failed transaction by going to history and selecting the transaction you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

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CAN I OPEN THE DOOR TO THE WASHING MACHINE DURING THE DRYING PROGRAM?

 No. The door to the washing machine is locked during washing, and therefore cannot be opened. You can interrupt the program by pressing the sensor start stop. If the clothes are not fully washed, you will have to pay for a new program if you want to wash or spin the clothes further.
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WHY DOES THE LENGTH OF THE DRYING PROGRAM CHANGE?

Program time depends on the amount, material, and residual moisture of the clothes. Therefore, the program time for drying programs can vary or jump. The dryers have sensors that adjust the program time according to when the clothes will be dry.
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CAN I OPEN THE DOOR TO THE DRYER DURING THE DRYING PROGRAM?

Yes, but then you interrupt the drying program. If the clothes are not fully dried, you will have to pay for a new program if you want to dry the clothes further.
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WHY DOES THE LENGTH OF THE WASH PROGRAM CHANGE?

The washing machine is equipped with a quantity automation. This means that the water level and program times are adapted to the textile quantity in some washing programs.
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What do I do if the washing program is interrupted, but the clothes are not finished washing?

If the washing program is interrupted or finished, and the clothes are not fully washed, you can start a new washing program.

Request a refund for the failed wash by going to history and selecting the transaction you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

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What do I do if the washing program is interrupted or finished, but the clothes are not fully spun?

If the program is interrupted, and the clothes are not fully spun, you can start the pump/spin program. This program is suitable if you need to spin the textiles further after a wash.

Request a refund for the failed wash by going to history and selecting the transaction you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

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What do I do if the drying program is interrupted, but the clothes are not fully dried?

If the program is interrupted, but the clothes are not fully dried, you can start a new program.

Request a refund for the failed drying by going to history and selecting the transaction you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

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What do I do if the drying program is interrupted, and there is an error message saying the clothes are too dry/there are no clothes in the machine?

If this error message comes up when the drying program is interrupted, it means that the clothes are too dry or too light for the dryer to register them.

If you still want to dry the clothes further, you can set the drying program to Time Program Hot.

Request a refund for the failed drying by going to history and selecting the transaction you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

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After wash or dry

WHAT DO I DO IF I EXPERIENCE AN UNSATISFACTORY WASHING OR DRYING RESULT?

Chat with Appwash's customer service through the app. Go to history and select the machine you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

You can also start a new program, and request a refund for the failed transaction by going to history and selecting the transaction you had problems with, press send message and describe the problem. Alternatively, send an email to support@appwash.com or info@cleankokos.rent. Please include machine number, user number, date and time.

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WHAT DO I DO IF THE PROGRAM IS FINISHED AND THE DOOR OF THE WASHING MACHINE WON'T OPEN?

The door of the machine does not open automatically when the washing program is finished. As soon as a program can be ended, the light of the start/stop sensor button pulses. Touch the stop sensor button. Open the door manually by pulling the handle of the washing machine. The handle is marked in yellow, and is located on the left side of the drum.

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WHAT DO I DO IF THE PROGRAM IS FINISHED, BUT THE WASHING MACHINE CONTINUES TO ROTATE AND ANTI-CREASE IS DISPLAYED?

After the program ends, the drum rotates at intervals. This reduces creasing if the textiles are not immediately removed from the drum. The drum continues to move up to 30 minutes after the program ends. The washing machine can be opened during Anti-crease. Touch the stop sensor button. Open the door manually by pulling the handle of the washing machine. The handle is marked in yellow, and is located on the left side of the drum.

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WHAT DO I DO IF THE WASHING PROGRAM IS FINISHED, BUT COOLING/COMFORT COOLING IS DISPLAYED?"

As a protection against scalding, the machine door cannot be opened if the temperature of the washing water is above 55 degrees. After the program ends or the program is interrupted, the following message is displayed "Cooling or comfort cooling". To open the door, wait until the temperature in the drum has dropped and the display has turned off. This can take up to 15 minutes. As soon as the program can be ended, the light of the start/stop sensor button pulses. Touch the stop sensor button. Open the door manually by pulling the handle of the washing machine. The handle is marked in yellow, and is located on the left side of the drum.

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WHAT DO I DO IF THE DOOR TO THE WASHING MACHINE STILL WON'T OPEN?

If the drain is blocked or in case of a power outage, you need to open the cover to the drainage system. The cover is located at the bottom left corner of the washing machine.

If the drain is blocked, there may be a larger amount of water (max. 30 l.) in the machine. To empty the drum of water, you need to press the lever of the emergency switch downwards. You must keep it down until no more water is running out.

To open the door, you need to open the door lock (yellow lever) using a key, pen, pencil, or screwdriver. Place the tool into the yellow lever, and push it down. Once this is done, you can open the door and take out your clothes.

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WHAT DO I DO IF THE PROGRAM IS FINISHED AND THE DOOR OF THE DRYER WON'T OPEN?

The door of the machine does not open automatically when the washing program is finished. As soon as a program can be ended, the light of the start/stop sensor button pulses. Touch the stop sensor button. Open the machine by pulling the handle of the dryer. The handle is marked in yellow, and is located on the right side of the drum
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WHAT DO I DO IF THE PROGRAM IS FINISHED, BUT THE DRYER CONTINUES TO ROTATE AND ANTI-CREASE IS DISPLAYED?

If anti-crease is selected, the drum rotates at intervals. This reduces creasing if the textiles are not immediately removed from the drum. The drum continues to move up to 30 minutes after the program ends, to avoid creasing. Open the machine by pulling the handle of the dryer. The handle is marked in yellow, and is located on the right side of the drum.

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WHAT DO I DO IF THE DRYING PROGRAM IS FINISHED, BUT COOLING/COMFORT COOLING IS DISPLAYED?

There is no error, even though the drying process is still ongoing. The textiles are still being cooled, and the program is almost over. You can remove the textiles by opening the door manually, or let them cool in the dryer until the end of the program. Open the machine by pulling the handle of the dryer. The handle is marked in yellow, and is located on the right side of the drum.

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Cleaning

Is there paper towel in the premises?

No, we do not have paper towels on the premises. We recommend that you bring a cloth or for example paper or wet wipes if you wish to clean the machine before use.

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HOW OFTEN IS THE PREMISES CLEANED?

Clean Kokos has employees who clean the premises several times a week.

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How often are the machines cleaned?

Yes, cleaning is performed on the machines several times a week. We also perform maintenance washes at 90 degrees at regular intervals.

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Do I need to empty my pockets and shake out my clothes before washing or drying?

Yes, empty your pockets and shake out your garments before washing your clothes at Clean Kokos. Remove any items left in the machine after you have used it. Dispose of any waste in the general waste in the laundries.

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Do I need to clean the lint filter before drying?

Yes, you need to clean the lint filter before starting a drying cycle to prevent program interruptions and extended drying times. Feel free to do it also after your drying cycle is finished, it will be a more pleasant experience for the next person using the machine. Dispose of the lint in the general waste in the laundry, not in the sink.
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Do I need to empty the rubber ring in the washing machine after use?

Yes, check and clean the rubber ring on your washing machine after the wash is done, it will be a more pleasant experience for the next person using the machine.

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Lost and found

WHAT HAPPENS IF I DON'T PICK UP MY CLOTHES WHEN THE PROGRAM IS FINISHED?

We do not take responsibility for your clothes, and you risk that the machines are emptied by other customers when the program is finished. There is a basket for uncollected and forgotten clothes in the room.

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WHAT DO I DO IF I HAVE FORGOTTEN CLOTHES IN THE ROOM?

There is a basket for uncollected and forgotten clothes in the room.

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Liability and security

Is the laundry room under video surveillance?

Yes, the laundry room is under video surveillance, but you are responsible for your own clothes when you use our laundries.

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Can I get compensation if my clothes are stolen in the laundry room?

No, you are responsible for your own clothes when using the laundry room.
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Can I get compensation if my clothes are damaged in the laundry room?

No, Clean Kokos is not liable for compensation. Our liability for damages is limited to the price of running a washing machine or dryer.

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Customer service

HOW DO I CONTACT APPWASH?

Send an email to support@appwash.com. Customer service is open Monday to Friday from 09:00 to 16:00. Customer service is closed on weekends and holidays.

Or chat with Appwash's customer service through the app. Go to history or prepaid and send a message. Appwash also responds to messages via chat on weekends and holidays.

Please include laundromat, machine number, user number, date and time.

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HOW DO I CONTACT CLEAN KOKOS?

Contact Clean Kokos customer service at info@cleankokos.rent. Customer service is open Monday to Friday from 09:00 to 16:00. Customer service is closed on weekends and holidays.

In case of urgent need for help outside opening hours, contact our emergency phone at +47 33398943.

Please include laundromat, machine number, user number, date and time.

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Remember to empty the lint filter before you start a drying cycle

 

We recommend that you empty the lint filter in the drum before you start a drying cycle. Feel free to do it also after your drying cycle is finished, it will be a more pleasant experience for the next person using the machine. Take the grey lint filter out of the machine and empty it of lint as needed. Throw the lint in the general waste in the laundries, do not throw lint in the sink.

Remember to empty the lint filter before you start a drying cycle at Clean Kokos.
Remember to empty your pockets and shake out your clothes before washing or drying them at Clean Kokos

 

We recommend that you empty your pockets and shake out your garments before washing your clothes at Clean Kokos. Also, check how the rubber ring on your washing machine looks after the wash is done, it will be a more pleasant experience for the next person using the machine. Throw the waste in the general waste in the laundries.

Washing guide

Read our washing tips for the best results and an environmentally friendly laundry.
Do you still have questions?