Hercules Help Center

The cleaning of machines and venting associated with laundry rooms varies by location.
However, usually such cleaning is performed every 6-12 months.

HE detergents create fewer suds and disperse quickly to help get the best cleaning
performance with only 20% to 66% of the amount of water used in traditional machines. HE
detergents were actually developed by home appliance engineers and detergent scientists,
resulting in an effective cleaning system. Traditional detergents are formulated to get great
cleaning power with high water washes; they aren't created to work well in low water

No, you do not have to use HE (High Efficiency) detergent. You may use any detergent.
However, we recommend that you use HE detergent when using High-Efficiency front-load
washers. For more tips, check out our Laundry 101 video.

For the best washing results, Hercules (and Maytag) recommend only using ¼ of a cup of
detergent (in most cases “liquid detergent”). This will ensure superior washing results. For more
tips, check out our Laundry 101 video.

Just as with a regular washer, you should use the recommended amount based on the size of
your load. Because HE detergent is formulated to be low-sudsing, you can use a full dose
without having to worry about over-sudsing in your machine. For more tips, check out our
Laundry 101 video.

Yes, you can add liquid fabric softener to the fabric softener dispenser. Follow the
manufacturer's guidelines for proper use of the dispenser. For more tips, check out our Laundry
101 video.

In a Front-Load washer, there is a special compartment for the addition of fabric softener. The
fabric softener is released into the wash cycle on the last rinse. On a Top-Load washer, fabric
softener may be added at any time by simply opening the top lid of the washer. For more tips,
check out our Laundry 101 video

No, there are no compartments to add detergent when using a Top-Load washer. Users of such
machines simply add detergent directly into the tub at any time before or after starting the
washer.

This varies by type of washer. For a Top-Load washer, you must add the soap, bleach and fabric
softener at different times during the wash cycle. Consult the instructions on each product
before adding in any of these products. For a Front-Load washer, you are encouraged to add all
of these products at once, by opening up the drawer of the machine. Each product will be
released at the correct time during the wash cycle. For more tips, check out our Laundry 101
video.

Whites are washed in hot water, brights are washed in cold water, and permanent press clothing
is washed in warm water. For more tips, check out our Laundry 101 video.

The building’s boiler controls water temperature. Hercules does not control the temperature of
the water. When a washer cycle is run in hot, cold or warm water, the temperature is a function
of the building’s settings.

The “Quick Cycle” runs for approximately 26 minutes. Approximately 10 minutes into the cycle
the wash is warm water.

Once the door of the Front-Load washer is closed and the correct wash cycle is selected, a user
of the machine has less than one minute to open the door and make any changes to the laundry
load. After one minute, the door locks and prevents a user from opening it. This prevents the
door opening and releasing any water from the drum onto the user and the floor of the laundry
room.

The RPMs vary by the exact model number of the washer, but generally, for a top load
washer it’s 600 RPM and for a High-Efficiency washer, it’s 800-1,000 RPM.

Spin cycles vary by machine type. High-Efficiency (HE) machines spin at 800-1000 revolutions
per minute (RPM) on the final spin cycle.

The pre-wash cycle lasts three minutes and the rinse cycle is also approximately three minutes.

Water usage varies by washer. However, the new Maytag Front-Load washers use
approximately 13 gallons of water, and the Maytag Top-Load washers use approximately 35
gallons of water.

In front-loading HE washers, the laundry tumbles back and forth in the water as the tub rotates,
moving the water and detergent through each garment to help remove soils. The tumbling
action is intended to clean efficiently and be gentle on fabrics.

Yes. Even though HE washers use less water, they have two to four rinse cycles rather than one
rinse in a traditional washer. According to the Soap and Detergent Association, multiple rinses
are typically better than one deep rinse. HE detergents help to assure good rinsing because
they’re specially formulated for low-water washes and rinses

Yes. Front-loading HE washers use a tumbling action instead of an agitator found in traditional
washers. The tumbling action is gentle on fabrics.

HE washers can use as little as 20% to 50% of the energy used by traditional agitator washers because there is less water to heat (from 20% to 66% less), according to the Soap and Detergent Association (SDA).

Absolutely not. The sound you hear is not leftover water from a previous wash. Instead, it is a
special liquid located in the balancing ring that is designed to help prevent unbalanced loads of
laundry.

This represents an error code that means that a particular machine requires servicing. Please
request service now.

When using a Front-Load washer, you cannot open the locked door until the wash cycle is
completely done. When using a Top Load washer, users may open the top of the washer at
most times during the wash cycle to adjust a load of laundry.

High Temperature: 180 degrees

Medium Temperature: 150 degrees

Low Temperature: 120 degrees

After your initial start of the dryers, simply re-insert your Smart Card into the card reader on the
dryer and additional time will be provided. For example, if the dryer is $2.00 for the initial
45-minute load and $.25 for each additional 5 minutes, simply re-insert your card into the card
reader before the initial dry cycle has completed. Don’t forget to re-select the cycle after
re-inserting the Smart Card.

The confirmation sometimes gets sent to your spam/junk e-mail folder. Simply move the email to
your inbox and you will be able to complete the transaction.

Yes, Hercules does not share any credit card information, nor does Hercules retain any credit
card information.

You can mail back your laundry cards for a refund to our office, 550 West John St, Hicksville, NY
11801.

Yes, your credit card information is not retained on our system.

Your billing address must exactly match the address listed with your credit card company if it is
different from your home address.

Yes, you can register more than one Laundry Card in your name.

Typically, multiple CVA machines will be installed in a garden complex, where there are multiple
laundry rooms serving multiple buildings. In this case, a CVA will be assigned to a specific
laundry room that serves residents of that building. You will need to note the CVA ID number on
the front of the CVA and use this number when registering your card each time. However, you
may use any of the laundry rooms to wash and dry your clothing.

You can mail a check for the amount of money that you would like to add to your Smart Card,
along with your card, to Hercules and we’ll add the money to your card and mail it back to you.

The Hercules system accepts Visa®, MasterCard® and American Express® gift cards.
However, Hercules is not responsible for any transaction fees.

Yes, you can add value, but you will need to use the Automated Operator process
(1-877-437-2912) to add value to your Laundry Card, because when using the Internet process,
you will be required to provide a 5-digit ZIP code.

Yes, you must retain the 10-digit Authorization Code to add value at the CVA.

The four-digit ID number can be found on a poster in your laundry room and on a sticker on the
CVA machine itself, as well as on the CVA tri-fold provided to you in your Laundry Card package.

Once the money is added, it remains on the card until it is used in the washers and/or dryers.

It’s easy. Just follow these simple step-by-step instructions. If your building has a Diamond
Center Plus Machine or CVA, check out these video instructions.

You can request a Laundry Card online or by contacting Hercules and we’ll mail you a new Laundry
Card. You can also contact the management for your building to see if they have laundry cards to give out.

The CVA machine works on an algorithm system and in order to ensure credit card security, a
random authorization code is generated each time additional value is added on to the card.

Once you have received your CVA authorization code, the code will expire in 30 days if you
have not visited your building’s laundry room to register the code in the CVA. If this happens,
simply contact us and we’ll assist you. Additionally, this number is e-mailed to you if you revalue
online. Otherwise, we retain the number.

You do not swipe your credit card when using the CVA machine. Instead, you register the credit
card online. Once the process is complete, you will receive an authorization code. For video
instructions on how to add value online, click here.

Prior to the completion of the new laundry room installation, Hercules notifies the management company and building superintendent of an agreed date (usually no more than one to two days after the installation) to conduct a “Laundry Room Open House.” This Open House allows the residents of your building to meet representatives from Hercules and have any of their questions addressed. It also allows our representatives to demonstrate the use of the new washers, dryers and revaluing equipment, as well as the most efficient ways to do laundry.

After the signed contract is returned to Hercules, the installation team at Hercules begins
the scheduling of the new laundry room installation, which includes mailing paint and tile
samples (if applicable based on the terms of the contract) for review by the Management
Company or the Board of Directors. Once the selection process is completed and shared
with Hercules, we select the required painters and flooring company to complete the job.

The laundry room survey includes an assessment of the laundry room’s floor, walls, existing
venting, plumbing and electric, and overall space for the installation of new machines.
Measurements are also taken for all wall space and flooring. The representative will assess
the existing gas lines, drains, and the location of the laundry room (basement, lobby-level,
floor by floor) - and if anything needs to be planned for at the time of the installation (steps,
doorways, overhead pipes).

If Hercules is asked to provide laundry services for a building with no existing laundry room,
it is the responsibility of the building’s management company or Board of Directors to
provide the required plumbing, electricity, and gas. Your Hercules Account Representative
can assist with this process and provide the names of plumbers, electricians, and other
required contractors. Depending on the size of the room and the complexity of the overall
renovation, you may need to work with an architectural firm and have them file the proper
plans and required forms to complete the renovation.

After we receive the signed contract, a new installation will usually take no more than 60 days. This includes a timeframe of about 1-3 days for Hercules to coordinate the removal of the existing laundry room provider’s equipment.  If the room is empty, the 60-day installation period can be significantly reduced. The “typical installation” assumes that all required electric, venting and plumbing is already in place.

The number of washers and dryers will depend upon the family composition of the occupants, the number of apartments to be served, the presence or abscence of children, and the number of laundry rooms in the building.

You can request a proposal online or by calling the Hercules office. The proposal request is assigned to a Hercules Account Representative, who surveys the laundry room within the next two to three business days. We then prepare and send out a formal written sales proposal, which may be delivered and explained by the Hercules Account Representative, if you prefer.

While the selection of brand new equipment might be appealing, it's not always cost
effective. Hercules’ remanufactured equipment is rebuilt from the ground up to completely
restore it to its original factory condition and performance. This gives the best of both
worlds: machines that look and run factory fresh at a significant savings. For more
information please contact us.

The RPMs vary by the exact model number of the washer, but generally, for a top load
washer it’s 600 RPM and for a High-Efficiency washer, it’s 800-1,000 RPM.

According to the Soap and Detergent Association (SDA), using regular detergent may
prevent some soils from completely rinsing out of the HE washing machines. SDA
recommends avoiding problems by using an HE detergent and by running a regular
maintenance cycle, which means running a full wash cycle without any laundry in the
machine. Check the manufacturer's instructions and recommendations for specific details.

This is the key element in determining income potential in any given building or location. If a
resident uses the equipment one time per week with one white clothing load and one dark
clothing load using two typical top-loading washers and two matching dryers in the process,
they do two loads per week or approximately eight and one-half loads per month.

A building with young families with children will do substantially more loads per month than
a building with "empty nesters" or seniors.

Although "up-front money" or "bonus money" might sound like a windfall, neither is what it
seems. Both are discounted money paid at the beginning of the agreement that otherwise
would be paid over the life of the agreement. Thus, the larger the "bonus" payment, the
smaller the rental or share of the collections paid throughout the term of the agreement.

If your rental income depends on percentage of the money collected, you will either have to
trust Hercules figures as fair and accurate, or oversee the collections made by Hercules
collection personnel. If you have a Smart Card system installed, accountability is
automatically built into the electronics and accurate reports can be easily rendered. In
addition, utilizing a hand-held control unit, Maytag computerized washer and dryer models
offer advanced two-way data communication. This state-of-the-art system provides
complete accountability throughout an entire laundry operation.

How much rent Hercules will pay is often dependent on the vend rates of your laundry
equipment. Don't assume, however, that increasing the vend rates will automatically
translate into an increase in laundry room income. If there is a laundromat close to the
building, or if you do not police the use of private machines in the apartments, you have
every reason to maintain moderate pricing. Usually as the vend rates increase, demand
falls.

The majority of agreements entered into today are between five and 10 years, with the
average being seven. The longer the agreement, the more generous the terms of the
contract will be.

Water usage varies by washer. However, the new Maytag Front-Load washers use
approximately 13 gallons of water, and the Maytag Top-Load washers use approximately 35
gallons of water.

HE washers can use as little as 20% to 50% of the energy used by traditional agitator
washers because there is less water to heat (from 20% to 66% less), according to the Soap
and Detergent Association (SDA).

Yes, most app-related issues can be resolved remotely by our support team. Contact customer
support with details about the problem you're experiencing.

If your laundry room lacks connectivity:
1. Open the app while in your apartment where you have WiFi
2. Set up your payment information
3. Place your phone in airplane mode
4. Go to the laundry room and complete your transaction

For CyclePay app:

1. Open the app
2. Go to "Change Location"
3. Follow the prompts to update your laundry room

For CVA app:
1. Open the app
2. Go to "Laundry Room"
3. Scan the QR code on a machine or type in the room code

The corresponding websites (herculescard.com, washboard; pinmate) cannot be remotely used to refill laundry cards. The user will need to take the value code they receive after purchase through the website to the add value machine. Then follow prompts on the machine to add value with a code. Once the code is entered, the funds will be added to the card.

99% of the time it will take about 24-72 hours, due to technicians traveling to different locations and having to fix all machines at the location regardless of what’s reported, which makes ETA hard to predict.

If you sign up updates with us, we can send emails when service technicians go out. 

We cannot retrieve money on old card.

If there’s no connectivity/ wifi, open the app in your apartment and place the phone on airplane mode. 

This has to do with the agreement made between building management and Hercules. Talk to your building superintendent or management.

An unbalanced load occurs when laundry inside the washer is not evenly distributed, causing the machine to shake, make noise, or stop mid-cycle. This can lead to longer cycle times, incomplete washes, or unnecessary wear on the machine.

To prevent unbalanced loads:

1. Avoid washing a single heavy item (like a blanket or rug) by itself—add a few smaller items to help balance the drum.
2. Distribute clothes evenly around the tub instead of letting them bunch on one side.
3. Do not overload or underload the washer. By leaving at least 5 in of space for washers and loading dryer half full at most.
4. For larger items, select the appropriate cycle designed for bulky loads.

By following these steps, you’ll help the machine run more smoothly and extend its lifespan.

Don’t put the clothes in the Dryer.
Put In another working washer.
IMMEDIATELY Call Customer Support to get your money back and report washer.

Learn how to keep your whites whiter and brights brighter with these laundry
tips from Hercules/ Videos:

It's easy to register and use our CleanPay mobile app. Just follow this
short "how-to" video -- and lets do some laundry!

It's easy to add value to your Hercules laundry card. No more carrying
coins around. Just follow this short "how-to" video -- and lets do some
laundry!

Learn how to use a Diamond Center Plus Machine to purchase a new or additional Hercules
Smart Card, check your card balance and add value to it.
Diamond Center Plus Machine.

Use any major credit card (American Express®, Visa®, MasterCard® or Discover®) or debit
card (as long as it has the Visa/MasterCard logo on it) to purchase a Card or add value in $10,
$25, $50 or $75 increments. Please note: The machine does not accept PIN-based debit card
transactions. To use the debit card, simply swipe your card as you normally would and choose
"CREDIT." Your transaction will be processed as a credit card transaction.

Learn how to add value to your Hercules Smart Card online using your building's Coded
Value Adder (CVA).

To report a broken machine:
1. Call Customer Support: 1-800-526-5760 (Mon–Fri, 7 AM–6 PM EST)
a. Or go to Request Service and fill out information

2. Note the machine number (very important!)
3. Provide your building address, laundry room location, and describe the issue in detail

1. Visit https://hercwp.scbw.com/contact-support/
2. Enter your building information
3. Provide the machine number(s) - this is crucial for prompt service
4. Describe the issue in detail

Service typically takes 24-72 hours. Our technicians travel to multiple locations each day and
must service all machines at each site. We'll send email updates when service technicians are
dispatched to your location.

Pricing is set by your building’s contract with Hercules. Contact building management
for details.

Hercules is responsible for servicing and maintaining the mechanical function of the machines,
not for cleaning them. Regular cleaning is typically handled by building maintenance staff.

If you're comfortable doing so and it's safe:
1. Unplug the machine
2. Allow it to sit unplugged for 15-30 minutes
3. The machine should reset and the door will release

Important Safety Note: Only attempt this if it's safe to do so. It's not your responsibility to repair
our machines. When in doubt, contact customer support.

Dryers aren’t drying properly.

Ensure clothes are spun-dried first. Overloading or wet clothes reduce dryer efficiency.

Tips for best washing and drying results:

● Do not overload machines
● Leave washer doors open after use to prevent mildew
● Check and clean the rubber gasket (door seal) after use
● Remember that dryers cannot effectively dry soaking wet clothes
● Sort laundry appropriately for best results
● Clean the lint filter before each use.
● Always leave washer doors open after use to prevent mold and odors

If your clothes are excessively wet after the wash cycle:
1. DO NOT put them in the dryer as this can damage the dryer and your clothes
2. Transfer them to another working washer for another spin cycle
3. Immediately call Customer Support to report the issue and request a refund