Our FAQ
Here you will find comprehensive answers to the most frequently asked questions about maintenance, repairs and replacement of spare parts for your dispensers.
If your question is not listed, write to us at: spareparts@wepa.eu
Information about towel roll dispensers
331070 Sensor towel roll dispenser
The sensor doesn't work.
Please check that the power cord is plugged in, that the batteries are inserted correctly and that the dispenser is switched on.
If necessary, check that the batteries are correctly charged.
The dispenser is also set to be "consumption-oriented". This means that a fresh sheet is only released once the previous one has been torn off. – If necessary, carefully reach into the dispenser from below and lift the blade slightly.
Make sure there is no “paper jam” between the rollers.
The optical sensor reacts to changes in light. – Diffuse light, shadows, reflections, etc. can limit its function. – If necessary, check a different location.
With the sensor towel dispenser, you can set the break times individually (“time/delay”). During this “break time” the sensor switches to “mute”. Adjust this break time to suit your needs if necessary.
Check that the sensor is free of dirt or other obstructions.
The paper towel is too long or too short.
With the sensor towel dispenser you can individually adjust the length of the towels. To do this, turn the wheel (“Length”).
The dispenser is also set to be "consumption-oriented". This means that a fresh sheet is only released once the previous one has been torn off. – If necessary, carefully reach into the dispenser from below and lift the blade slightly.
The dispenser automatically pushes the towel forward 1-2 cm.
If the internal blade is “jammed”, the dispenser automatically pushes 1-2cm of sheet forward to free it again.
The engine rotates slowly.
Usually an indication that the batteries are low or have a poor charge. Please check and replace.
Please only use WEPA Professional consumables. Alternative qualities with other roll widths, diameters, etc. can have a negative effect on the application.
Paper jams often occur.
Please note that the paper is torn “up and to the side”. – If required, we will be happy to provide you with an additional icon for better visualization.
Information about towel roll dispensers
331090 AutoCut dispenser & 331520 AutoCut Midi
The paper towel is difficult to remove.
Check that the towel roll is inserted correctly (see illustration in the dispenser).
The towel paper wraps around the cutting roller.
Usually an indication that the roll has been inserted “mirror-inverted”. Please check that it is installed correctly. (see illustration in the dispenser or instructions for use)
A fresh leaf is pushed forward only slightly/not at all.
Usually an indication that the dispenser is installed too low. Instead of downwards, the paper is pulled upwards, against the housing of the dispenser. We recommend an installation height of 150cm.
The towel paper tears during use.
Please only use the recommended Satino prestige or comfort paper towels, which are matched in terms of tensile strength and tear resistance to the AutoCut dispensers from Satino by WEPA.
The towel paper has wrapped around the cutting roller.
Open the AutoCut dispenser. On the 331090, lift the cutting roller cover. Free the wrapped cutting roller. If you use a craft knife, please ensure that the cutting roller or any drive belts are not damaged.
Information about Clean&Care dispensers
331060 Sensor Soap/Foam Dispenser PLUS & 331530 Sensor Soap/Foam Dispenser MINI
The sensor doesn't work.
Please check that the batteries are inserted correctly.
If necessary, check that the batteries are correctly charged.
The dispenser is only ready for use when the hood is closed.
If the dispenser is connected to a conventional power supply, check that the connection is correct and that the adapter/plug is correct.
The optical sensor reacts to changes in light. – Diffuse light, shadows, reflections, etc. can limit its function. – If necessary, check a different location.
Check that the sensor is free of dirt or other obstructions.
Check that the soap cartridge has been installed correctly.
The sensor triggers at different speeds.
The dispenser works on a pulse basis, which may result in slight differences in response.
The sensor dispenser works automatically.
The sensor requires a free space of at least 20cm below the dispenser. Everything else in this space, e.g. washbasins, shelves, wall projections, etc. are interpreted as a hand and thus trigger a function! Reposition the device if necessary.
The engine rotates slowly.
Usually an indication of a decreasing battery charge level.
Soap / foam soap leaks.
The motor does not return to its original position, thus keeping the pump pressed and soap can leak out. This is usually an indication that the batteries are not charging properly.
Foam soap gets caught in the soap outlet.
Check that the pump is correctly positioned in the dispenser and, if necessary, press it slightly towards the wall.
The LED on the dispenser lights up blue.
The dispenser hood is open or not closed correctly.
The LED on the dispenser flashes red.
The battery charge has reached a critical level. Please replace the batteries.
The LED on the dispenser lights up red.
The batteries are empty. Please replace them.
The LED on the dispenser lights up white.
The “normal” display during the dispensing process.
Check that the pump is correctly positioned in the dispenser and, if necessary, press it slightly towards the wall.
Foam soap gets caught in the soap outlet.
Check that the pump is correctly positioned in the dispenser and, if necessary, press it slightly towards the wall.