# Washer troubleshooting basics

The three most common washer complaints, what to check first, and when to call us.

Before you call — these three checks solve a surprising number of washer complaints. (And if they don't, service for normal wear is included: [request a visit](/docs/requesting-service).)

## It won't drain or spin

1. Check that the load isn't badly out of balance — redistribute heavy items (towels, jeans) and run a drain/spin cycle.
2. Make sure the door or lid is fully latched; most machines refuse to spin otherwise.
3. If it still won't drain, stop there and call us — a clogged pump or drain line is a normal-wear repair and it's on us.

## It smells musty

- Run an empty hot cycle with a cup of white vinegar.
- Leave the door or lid open between loads so the drum dries.
- On front-loaders, wipe the rubber door gasket — moisture collects in the fold.
- Use high-efficiency (HE) detergent, and less of it than you think. Excess suds are the usual culprit.

## It's leaking

1. Turn off the water valves behind the machine.
2. Look at where the water is: front-of-door on a front-loader usually means the gasket; underneath usually means a hose or pump.
3. Call or text us at [(913) 214-1115](tel:+19132141115) — don't run another load until we've looked at it.

## When in doubt, call

You're never bothering us. A five-minute call that catches a small problem beats a flooded laundry room every time.