FAQ: Frequently Asked Questions

How do I update to the latest version?

Android:
1) Open the Play Store.
2) Tap your profile.
3) Go to "My Apps and Games"
4) Find ClearToken's app and click "Update" next to it. If it says Open instead, it is already up to date.

iOS:
1) Open the App Store.
2) Tap your profile icon at the top of the screen.
3) Scroll to see pending updates and release notes. Tap Update next to an app to update only that app, or tap Update All.

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While searching for devices, nothing shows up.

Potential reasons why this is happening:

A) Bluetooth is not turned on. When Bluetooth is on, you should see a icon in the top bar of your phone. To enable:

Android: Drag down from the top of the screen, and find the icon, and click it to make it light up.
iOS: Swipe up from the bottom of the screen to activate Control Center. Tap the Bluetooth icon to get it to light up.
Or, go to Settings. Select "General." Tap on the icon.

B) Bluetooth has a range limit of a few rooms. If you are not in a location that has ClearToken®, you won't see anything.
C) The app was denied location permissions. Android and iOS require location permissions to be enabled in order for applications to use bluetooth.

Android: Turn Location Permissions on:
Go to Settings > Apps > ClearToken® > Permissions
Make sure Location is set to "Allow only while using the app"
iOS: Turn Location Services on:
Go to Settings > Privacy > Location Services.
Make sure that Location Services is on.
Scroll down to find ClearToken®.
Tap the app and select "While Using the App"

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How do I check my account balances?

Within the app, click on the top right menu, and select "Check Balances".




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I don't see my funds in the app.

This most often happens because your phone is looking at an old account of yours.
To change which account your app is attached to:

Android: Long press on the ClearToken® app's icon, then select "Clear Data". When you next open the app, it will ask for your cell phone number.
iOS: Uninstall the app by
Going to Settings
-> General
-> iPhone Storage
-> Find our app in that list
-> Uninstall the app and answer the question "Do you want to clear the data and app storage?" with "Yes"
-> Reinstall the app and accept all permissions.
When you next open the app, it will ask for your cell phone number.

See also: "How do I transfer funds?"
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How do I transfer funds?

From the main page of this site, select "Transfer funds" and follow the steps provided.
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How do I check my usage history?

Within the app, click on the top right menu, and select "Usage History".




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How do I change the credit card on my account?

While adding funds, after you verify your identity, it will ask you if you want to use a different credit card. Click that link, answer the are you sure question, and you will be taken to the enter credit card information page.
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The app tells me I can't use my phone number because it is International. Can I still use ClearToken?

Yes. In order to do this, please call our customer support at 720-373-7000, and ask for a new international account. We will assign a customer account to you to be entered into the app, and provide the verification code for your new account. After that point, you can use the service like normal, using that assigned customer number wherever a phone number is requested.

If you ever forget what that number is, you can go to the "Check Balances" option in the top right menu of the app, and see it at the top of the screen.
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I'd like a family member to be able to use the same account/funds for ClearToken®.

When setting up a phone, provide the same phone number as the main account to the second phone. The first phone will get the confirmation text message, and allow the second phone to use the same funds.
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I'm moving and no longer have access to ClearToken® machines. I would like a refund of my balance.

Not a problem. Please ask for a refund via the Withdrawal Request form: link
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What are these credits on my account every month?

Each Month, we sell you 8 credits for $2 to the location at which you last used ClearToken®. These credits work like quarters, and are used first when you do laundry.

This only applies to your existing Exchange balance if over $2.
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Am I charged monthly for ClearToken®?

No. The only time we ever charge your card is when you use the fund your account pages on this website.
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Anything else:

You are welcome to call us at (720) 373-7000 or send a message to us via the support form.
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