Service supporT
Welcome to our service support page, it is in our best interest to ensure your vending machine has minimal downtime to ensure your members have a consistent and pleasant experience while at your club. This document has been created so that you can identify any issues you or your members may have experienced at the machine. It is very uncommon that a vending machine will need to be put out of order, but if any problem does arise we will work with you to ensure they are back operating quickly.
The information below will allow you to understand if you are able to resolve the issue yourself or if an engineer will need to visit the site. If an issue can’t be resolved by yourself it is important that our team are given clear information about the problem so they can quickly resolve the issue and keep the downtime of the vending machine to a minimum.
Potential Faults:
“Out of Order”
If the display screen is showing “out of order” press any number between 0-9. This will display a short message of what the issue is that caused the machine to put itself out of order. This issue will require an engineer to visit the site, it is important that you report what the error message is when you contact the team so the engineer knows the issue before attending.
No Power
Is the power switch turned on? Sometimes people turn them off as a joke.
Is the socket drawing power? This could be a socket issue that your maintenance team would need to fix, please check before reporting this issue.
If the answer to the first two is yes please report this fault for our team to attend.
Spiral fault
This issue will be reported by a customer, the vending machine should detect the failed vend and issue a cash refund (if paid via cash) or not take the amount from the customers’ account (if paid via card).
If one spiral does not dispense the product the machine will put that spiral number out of order. To check this system has worked effectively select this number using the number pad and the display should say “Not Available”. If this message does not display please report this error to your vending machine operator on their next visit.
Note regarding the operation of our vending machines: Our vending machines use a “Smart Vend” system that detects when a product drops into the collection bin. If the selection is made and the machine attempts to dispense the product does not detect the product landing in the collection bin it will issue a refund or not complete the card payment (amount may show as “pending” on customers banking app for up to 48hours. Do NOT issue a cash refund).
Damage
If this has been a theft ensure a police report has been filed and any remaining product inside the machine is boxed up and stored in a secure location for our team to collect.
If the damage is not theft and accidental please get a report from the member if possible of how the damage occurred. If it is safe to do so keep the vending machine operational or if it is not please make the machine as safe as possible until our team can attend to fix the damage.
Card Reader Fault
Does the card reader have power? Is the LCD screen lit up? If not please report this to our team.
Is there an error message on the card reader? If so please report this error message to our team.
Note regarding the operation of our card readers: Our card readers use a 3G phone signal to send and receive data to request payment from the members’ bank. They will need a minimum of £5 credit in their account for a card payment to be accepted. Once a product is purchased and the machine detects the product has landed in the collection bin it will request the purchase price to be taken from the members’ bank account. If the vending machine fails to dispense the product it will not charge the customer but the amount may be displayed as “pending” on their banking app for up to 48hours. No cash refunds can be given for card payments.
Coin Jam
To identify a coin jam a customer may report that they inserted their coins but no credit was added. The machine will also not issue a refund as the coins are often stuck before they enter the coin mechanism.
If you suspect a coin jam in the machine do not insert any further coins and cover the coin insert slot with some tape and place a notice on the machine informing customers that the vending machine is card only currently. Please refer the customer to our Customer Refund Request page for them to receive their money back.
Other Faults
Please complete the service request form if any other fault has occurred to your vending machine providing as much detail as possible to ensure our team can quickly and effectively rectify the problem.