Report a problem
Capture the details support needs, and keep track of the affected lane.
Start with the impact
Identify whether the problem affects one device, one lane, or the whole site. Tell the shift lead which customer-facing functions are affected: sales, cards, cash, membership recognition, gate opening, or sending a wash.
Information to collect
- Site name and site code, if known.
- Lane number and device type; include the device serial number for payment-reader issues.
- Exact message on the screen and the time it appeared.
- Whether another lane or device is working.
- What changed recently, and which checks have already been performed.
- A clear photo of the error, excluding customer payment details and access credentials.
White Water channels first
Call WWX Support: (401) 209-1110 or submit a support ticket. Include the location, affected equipment and the details above. Only White Water technicians contact NXT Wash.
Urgent/after-hours routing: TBD by White Water.
NXT Wash escalation — White Water technicians only
When a White Water technician needs NXT Wash assistance, the confirmed primary number is NXT Wash Support: (856) 684-4313. Include the affected functions, exact messages, checks already completed and their results. NXT Wash support hours and after-hours routing remain to be documented.
Permitted first checks
Staff may restart card readers, middleware computers and gates; keep the gate movement area clear. Restart a PoE camera or RFID reader by unplugging and reseating its cable at the same switch port. Inspect other network cables and gently press or wiggle connectors to check they are seated. Record missing or unusual link lights.
These are restarts, not factory resets. Refer shared router/switch and tunnel-controller changes to White Water technicians.
Keep operations coordinated
Before a restart, cable move, or equipment test, agree with the manager and technician on the affected lane and the permitted downtime. Loader and controller cutovers require planned downtime.
After support resolves the issue
Record the cause, the action that worked, and the successful test.
Manager and technician contacts
White Water technicians can use the NXT Wash contact directory for project, training, migration or specialist coordination. Staff continue through White Water channels first.