Frequently asked questions
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The Clean Kokos FAQ!
1. GENERAL QUESTIONS
WHERE IS CLEAN KOKOS AVAILABLE?
Clean Kokos is available in Oslo and in Bergen. In Oslo, we have one laundry at Grünerløkka in Markveien 28, one Frogner in Skovveien 6, one at Tøyen in Hagegata 34, and one at Sagene in Dannevigsveien 18c. In Bergen, we are located in Domkirkegaten 3.
WHAT ARE THE OPENING HOURS?
Clean Kokos is open from 6 am to 10 pm every day. The doors are locked automatically at 10 pm.
CAN I GET OUT OF THE LAUNDRY AFTER THE DOOR IS LOCKED?
Yes, by opening the door from inside the laundry.
IS THERE PARKING NEAR CLEAN KOKOS?
Yes, there is street parking.
IS CLEAN KOKOS OPEN ON PUBLIC HOLIDAYS?
Yes, Clean Kokos is open on public holidays with opening hours from 6 am to 10 pm.
IS THERE WI-FI IN THE LAUNDRY?
Yes, we offer free Wi-Fi in all Clean Kokos laundries.
CAN I GET COMPENSATION IF MY CLOTHES ARE DAMAGED USING THE LAUNDRY?
No, Clean Kokos is not liable for compensation. Our liability is limited to the cost of running a washing machine or dryer.
WHAT HAPPENS IF SOMEONE STEALS MY CLOTHES IN THE LAUNDRY?
Clean Kokos is a self-service laundry without employees, and you are responsible for your clothes when using the laundry. The laundry is video monitored.
2. WHAT CAN BE WASHED?
WHAT IS THE SIZE OF THE MACHINES?
The machines at Clean Kokos hold 8 kilos.
DO YOU HAVE AN OVERVIEW OF CLEAN KOKOS’ WASHING AND DRYING PROGRAMS?
Yes, you will find an overview of the different programs here.
CAN I WASH HARNESSES OR RUGS FOR HORSES IN YOUR MACHINES?
No, this can damage the machines. The premises are video monitored, and you can be liable for the damages you cause.
CAN I WASH MOPS IN YOUR MACHINES?
No, this can damage the machines. The premises are video monitored, and you can be liable for the damages you cause.CAN I DYE TEXTILES IN YOUR MACHINES?
No, this can damage the machines. The premises are video monitored, and you can be liable for the damages you cause.
CAN I WASH A DOUBLE DUVET IN YOUR MACHINES?
No, the washing machines at Clean Kokos hold 8 kilos. Thus, you can only wash one single duvet.
3. GET STARTED WITH APPWASH
HOW DO I DOWNLOAD APPWASH?
To use the laundry, you need to download the app Appwash by Miele. The app is available for iOS and Android. We recommend downloading the app, registering as a user, and filling up your balance before visiting the laundry for the first time.
WHAT DO I DO IF I CANNOT DOWNLOAD THE APP?
You can use Appwash through your web browser here.
WHAT DO I DO IF I DON`T RECEIVE THE VALIDATION CODE BY SMS?
If you do not receive the validation code by SMS, you need to send an e-mail to support@appwash.com. We recommend including your mail, phone number, full name, address, country, and currency.
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD ON APPWASH?
If you have forgotten your password for Appwash, you will get error code 61 when trying to log on to the app. You can reset your password here.
WHAT DO I DO IF I HAVE DELETED MY USER ON APPWASH?
If you have deleted your user on Appwash, you will get error code 54 when trying to log in to the app. To activate your user, send an e-mail to support@appwash.com. We recommend you to do this before you visit the laundry again.
WHERE CAN 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.
WHAT DO I DO IF I HAVE OTHER QUESTIONS ABOUT APPWASH OR REGISTRATION?
Send an e-mail to support@appwash.com.
4. PAYMENT
HOW MUCH DOES IT COST FOR ONE WASH?
One washing cycle costs NOK 55. All washing programs have the same price.
HOW MUCH DOES IT COST FOR ONE DRY?
One drying cycle costs NOK 55. All drying programs have the same price.
HOW DO I PAY TO USE THE MACHINES?
You need to download the app Appwash by Miele. Go to prepaid in the app, then press top up. You can use Visa, Mastercard, or PayPal. Upload a minimum of NOK 200. To avoid problems with the payment, we recommend using mobile data instead of Wi-Fi when loading your wallet.
CAN I PAY WITH COINS OR CARDS?
No, you can only pay through Appwash.
CAN I UPLOAD LESS THAN NOK 200 IN THE APP?
No, you need to upload a minimum of NOK 200.
CAN YOU REFUND MY REMAINING BALANCE IN APPWASH?
Yes, if you delete your user on Appwash. Go to settings, terminate account, and confirm in the app.
HOW LONG WILL IT TAKE TO GET THE REMAINING BALANCE FROM APPWASH REFUNDED?
5 to 7 working days. If you do not get refunded automatically after 5 till 7 working days, you must send an e-mail to support@appwash.com.
CAN I USE THE LAUNDRY AGAIN AFTER DELETING MY USER?
Yes, but when you have deleted your user on Appwash, the user is deactivated. To activate your user and use Clean Kokos' laundries again, you must send an e-mail to support@appwash.com. We recommend you to do this before you visit the laundry again.
WHAT DO I DO IF I HAVE OTHER QUESTIONS ABOUT PAYMENT?
Chat with Appwash's customer service through the app. Go to prepaid, send a message and describe the problem. Or send an e-mail to support@appwash.com.
6. GET STARTED WITH WASHING AND DRYING
HOW DO I USE THE LAUNDRY?
To use the laundry, you need to download the app Appwash by Miele. The app is available for iOS and Android. Or through a web browser.
HOW DO I CHOOSE THE LAUNDRY IN APPWASH?
To select the correct laundry in the app, go to settings, account, and my preferred launderette. Press the pen icon and enter the machine number of a machine in the laundry. Alternatively, you can enter 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.
WHERE ARE THE WASHING MACHINES?
The bottom row of machines is washing machines. The washing machines are placed under the tumble dryers.
WHERE ARE THE TUMBLE DRYERS?
The top row of machines is tumble dryers. The tumble dryers are placed over the washing machines.
HOW DO I OPEN THE WASHING MACHINE?
Pull the handle of the washing machine. The handle is marked in yellow and placed on the left side of the drum.
HOW DO I OPEN THE TUMBLE DRYER?
Pull the handle of the tumble dryer. The handle is marked in yellow and placed on the right side of the drum.
HOW DO I TURN ON THE MACHINE?
Press the on/off button located at the top right corner of the machine.
HOW DO I START THE MACHINE IF THE MIELE LOGO LIGHTS UP ON THE DISPLAY?
Touch the sensor button start/stop.
HOW DO I START A MACHINE?
Go to washing/dryer in the app, and find an available machine. Place your clothes in the machine and close the door. Select the desired program manually on the machine display. When you have chosen a program, the light of the start/stop sensor button pulses. Touch the sensor button start. Go to washing/dryer in the app, and select the chosen machine. Start by pressing start now.
HOW DO I GET MORE PROGRAM CHOICES?
Press more in the bottom right corner of the display panel. Swipe right to see the various programs.
CAN I CHANGE THE LANGUAGE ON THE MACHINE?
Yes, press the flags in the display and switch to the desired language.
A MACHINE IS AVAILABLE IN THE LAUNDRY ROOM BUT MARKED AS OCCUPIED IN THE APP. WHAT DO I DO?
Send an e-mail to info@cleankokos.rent. Please include the machine number.
DO I NEED TO BRING DETERGENT?
No, the machines will automatically dose the right amount of detergent. At Clean Kokos, we use eco-friendly and hypoallergenic detergent from Ecolab. The detergent is fragrance-free.
CAN I BRING DETERGENT?
Yes, but we do not recommend it as it is not necessary. You can add your detergent to the drum. However, it can result in soap residue on the clothes.
DO I NEED TO CLEAN THE FLUFF FILTER BEFORE USING THE TUMBLE DRYER?
Yes, to avoid extended drying time and program interruptions.
7. DURING WASHING/DRYING
WHAT DO I DO IF A PROGRAM IS INTERRUPTED AND AN ERROR MESSAGE SHOWS?
Chat with Appwash's customer service through the app. Go to history and select the machine you were having trouble with. Press send a message and describe the problem. Alternatively, send an e-mail to support@appwash.com or info@cleankokos.rent. Please include the machine and user number, date, and time.
WHY DOES THE LENGTH OF THE DRYING PROGRAM CHANGE DURING THE CYCLE?
Program time depends on quantity, material, and how wet/dry the clothes are. Therefore, the program time of the drying programs may vary or skip. The tumble dryers have sensors that adapt the time after when the clothing is dry.
WHY DOES THE LENGTH OF THE WASHING PROGRAM CHANGE DURING THE CYCLE?
The washing machine has automatic quantity control, which means that the water level and program times adjust to the amount of fabric in some washing programs.
CAN I OPEN THE MACHINE DOOR DURING A DRYING PROGRAM?
Yes, but this will interrupt the drying program. If you want to dry the clothes further, you must pay for a new drying program.
CAN I OPEN THE MACHINE DOOR DURING A WASHING PROGRAM?
No, the door locks during the washing cycle and cannot open. You can cancel the program by pressing the sensor button stop. If you want to wash the clothes further, you must pay for a new washing program.
8. AFTER WASHING/DRYING
WHAT DO I DO IF I AM UNSATISFIED WITH THE WASHING OR DRYING RESULT?
WHAT DO I DO IF THE PROGRAM IS FINISHED AND THE DOOR OF THE WASHING MACHINE DOESN'T OPEN?
The machine door does not open automatically when the washing program is over. As soon as you can end the program, the light of the start/stop sensor button pulses. Touch the stop sensor key. Open the door manually by pulling the handle of the washing machine. The handle is in yellow on the left side of the drum.
WHAT DO I DO IF THE PROGRAM IS FINISHED, BUT THE WASHING MACHINE CONTINUES TO ROTATE, AND THE DISPLAY SAYS ANTI- CREASE?
After the program ends, the drum rotates in intervals. Creasing reduces if the textiles are not taken out of the drum immediately. The drum continues to move up to 30 minutes after the end of the programme. You can open the washing machine under anti-crease. Touch the stop sensor key. Open the door manually by pulling the handle of the washing machine. The handle is in yellow on the left side of the drum.
WHAT DO I DO IF THE WASHING PROGRAM IS FINISH, BUT THE DISPLAY SHOWS COOLING/COMFORT COOLING?
As protection against scalding, the machine door cannot open if the washing water's temperature is over 55 degrees. After the end of the program or program interruption, the following message appears in the display "Cooling or comfort cooling." To open the door, wait until the temperature in the drum has dropped and the error message on display has gone out, which could take up to 15 minutes. The light of the start/stop sensor button pulses when you can end the program. Touch the stop sensor key. Open the door manually by pulling the handle of the washing machine. The handle is in yellow on the left side of the drum.
WHAT DO I DO IF THE DOOR OF THE WASHING MACHINE STILL WILL NOT OPEN?
Open the cover of the drain system if the drain is blocked or in the event of a power cut. The cover is in the bottom left corner of the washing machine.
If the drain is blocked, there may be a large amount of water (max. 30 l) in the machine. To empty the drum of water, push down the lever of the emergency switch. Furthermore hold it down until no more water flows out.
In order to open the machine door, you must open the door lock (yellow lever) using a key, pen, pencil or screwdriver. Place the tool into the yellow lever and push it down, then you can open the door and take the clothes.
WHAT DO I DO IF THE PROGRAM IS FINISHED AND THE DOOR OF THE DRYER DOES NOT OPEN?
The machine door does not open automatically when the washing program is over. As soon as you can end the program, the light of the start/stop sensor button pulses. Touch the stop sensor key. Open the machine by pulling the handle of the dryer. The handle is in yellow on the right side of the drum.
WHAT DO I DO IF THE PROGRAM IS FINISHED, BUT THE DRYER CONTINUES TO ROTATE, AND THE DISPLAY SAYS ANTI-CREAM?
If anti-crease is selected, the drum rotates in intervals. In this way, creasing reduces if the textiles are not taken out of the drum immediately. The drum continues to move for up to 30 minutes after the end of the program to avoid creasing. Open the machine by pulling the handle of the dryer. The handle is in yellow on the right side of the drum.
WHAT DO I DO IF THE DRYING PROGRAM IS FINISHED, BUT THE DISPLAY SHOWS COOLING/COMFORT COOLING?
There are no errors, even if the drying process is still in progress. The textiles are still cooled, and the program ends immediately. You can remove the clothes by manually opening the door or leave them to cool in the dryer until the end of the program. Open the machine by pulling the handle of the dryer. The handle is in yellow on the right side of the drum.
WHAT HAPPENS IF I DO NOT PICK UP MY CLOTHES WHEN THE PROGRAM IS OVER?
We do not take responsibility for your clothes. There is a risk that the machine will be emptied by other customers when the program has finished. There is a basket for unclaimed and forgotten clothing in the laundry.
WHAT DO I DO IF I HAVE LEFT MY CLOTHES IN THE LAUNDRY?
There is a basket for unclaimed and forgotten clothes in the laundry.
9. Contact Support
HOW CAN I CONTACT APPWASH SUPPORT?
Send an e-mail to support@appwash.com. Customer service is open Monday to Friday from 09:00 to 16:00. Customer service is closed on weekends and public holidays.
Or chat with Appwash's customer service through the app. Go to history or prepaid and send a message. Appwash answers the chat on weekends and public holidays.
HOW CAN I CONTACT CLEAN KOKOS SUPPORT?
Contact Clean Kokos' support at info@cleankokos.rent. You can also call us at +47 40037900. Support is open from Monday till Friday from 9 am to 4 pm. Support is closed during weekends and on public holidays.