Frequently asked questions

Yes, our products are paraben-free.

No, none of the ingredients in our refills has ever been found to harm the environment.

No, foam sanitizers are also available and they are increasingly popular for a number of reasons, notably:
- The smaller doses are more cost effective and require less frequent refilling
- Foam is easier to rub over your hands than gel, which can slip off the hands
- Foam is unlikely to drip from the dispenser unlike gel, which has a tendency to drip and create a risk of slipping and accidents.

Our Foam Hand Sanitizer should not be used by children aged 3 or under, as their skin may be too delicate for the alcohol in the solution.
On the other hand, the soaps are fine for children of any age.

Yes, of course - simply use the contact form. We’ll quickly pass your details to the right Lotus Professional® Sales Representative, who’ll get in touch with you to arrange a visit.

Yes, one of the advantages of the enMotion® dispenser is that you can customize its settings to suit your needs.
To make any adjustments, look inside the dispenser and down to the right. This is where you’ll see the current settings.

Yes, one of the advantages of the enMotion® Impulse dispenser is that you can customize its settings to suit your needs.
To make any adjustments, look inside the dispenser and down to the left. This is where you’ll see the current settings.

Usually, the price of a dispenser is set by your Distributor; there are only a few cases where prices are set by the Georgia-Pacific head office. However, there are certain dispensers that we can offer on loan, free of charge. For these, there’s a handling cost and particular conditions apply.
In either case, the best route is to use our contact form. That way, a Sales Representative will get in touch to explain all the options and guide you through the process.

There are certain dispensers that we offer on loan, free of charge. For these, there’s a handling cost and particular conditions apply. If you’re interested, our Sales Representatives can guide you through the process.

Yes, if you need any replacement parts or keys for your Lotus Professional® Dispenser, just contact your Distributor, who’ll organize it for you.

- Check that the metal key is definitely in the lock (there is a “Poka Yoke” to ensure that the front cover can’t close with key inside).
- Check that the metal key locks correctly and that the latch is not damaged.
- Check that the cover itself is not damaged, and also check that the hinges are intact.
- Make sure that the lock on the front cover is lined up with the back plate.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘Cannot close the front cover’.

- Check that the metal key is definitely in the lock and that there is a “Poka Yoke” to ensure that the front cover can’t close with key inside.
- Check that the metal key locks correctly and that the latch is not damaged.
- Check that the metal lock is correctly clipped to the front cover (there are 2 lock clips that must be protruding so that they fit with the front cover);
- Check that the cover itself is not damaged, and also check that the hinges are intact.
- Make sure that the lock on the front cover is lined up with the back plate.
- Look at the lock’s back plate hole and make sure that it’s not damaged;
- Check that the Push Plate is moving freely,

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘Cannot close the front cover’.

Please also add any additional details that you feel will help us to diagnose and resolve the problem.

- Check that you can see the blue lock (inside the dispenser). Next, check that it’s well fixed to the blue translucent cover and the blue lock fasteners. Finally, check that the blue lock is not broken or damaged.
- Make sure that nothing is blocking the back plate holes

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘Cannot close the front cover’.

-Check that the metal key is definitely in the lock (there is a “Poka Yoke” to ensure that the front cover can’t close with key inside).
-Check that the metal key locks correctly and that the latch is not damaged.
-Check that the cover itself is not damaged, and also check that the hinges are intact.
-Make sure that the lock on the front cover is lined up with the back plate.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘Cannot close the front cover’.

Unfortunately, we can’t process your orders here, but we can put you in touch with your nearest Distributor and they’ll be happy to sort out whatever you need.

Lotus Professional® products are only available through selected distributors, and each Distributor offers different prices and service charges. This means that we can’t provide a standard price list, but your Distributor will happily give you a list of costs – just ask!

No, alcohol isn’t always needed and the amount of alcohol used doesn’t necessarily change how well the product works. However, alcohol is extremely effective and quick at killing germs without causing microbial resistance, which is why it is used in the majority of hand sanitizers.

We have a great range of options for personalizing your paper tableware. The process is simple but the variety of colour combinations and materials is vast, so it’s best to talk it through with one of our Sales Representatives who can advise the best combination for you. Simply use the contact form and we’ll get in touch very quickly.

Firstly, check that your dispenser is working normally. Move your hand in front of the dispenser within the sensor range and when a towel comes out, tear it off. Repeat this procedure to ensure that everything is working as it should.
1. Check inside the paper chute to see if there’s a paper jam. If there is, clear it away.
2. Check that the right batteries are in place and that their packaging has been removed.
3. Check that the correct kind of towel is being used: click here for the list.
4. Check to make sure that the towels have been correctly loaded.
5. Check the power by pressing the “paper feed” button.
6. If there’s no power, check that the batteries have been correctly installed.
7. Close the cover of the dispenser cover. The red light will go off, showing that the dispenser is ready to use.

If the light stays on or if the dispenser isn’t working, please call (+353) 01 806 8190 or get in touch with us using the contact form.

Firstly, check that your dispenser is working normally. Move your hand in front of the dispenser within the sensor range and when a towel comes out, tear it off. Repeat this procedure to ensure that everything is working as it should.
1. Check inside the paper chute to see if there’s a paper jam. If there is, clear it away.
2. Check that the right batteries are in place and that their packaging has been removed.
3. Check that the correct kind of towel is being used: click here for the list.
4. Check to make sure that the towels have been correctly loaded.
5. Check the power by pressing the “paper feed” button.
6. If there’s no power, check that the batteries have been correctly installed.
7. Close the cover of the dispenser cover. The red light will go off, showing that the dispenser is ready to use.

If the light stays on or if the dispenser isn’t working, please call (+353) 01 806 8190 or get in touch with us using the contact form.

Firstly, check that your dispenser is working normally. Move your hand in front of the dispenser within the sensor range and when a towel comes out, tear it off. Repeat this procedure to ensure that everything is working as it should.
1. Check inside the paper chute to see if there’s a paper jam. If there is, clear it away.
2. Check that the right batteries are in place and that their packaging has been removed.
3. Check that the correct kind of towel is being used (enMotion® Impulse & Recessed Hand Towel Roll 403171)
4. Check to make sure that the towels have been correctly loaded.
5. Check the power by pressing the “paper feed” button.
6. If there’s no power, check that the batteries have been correctly installed.
7. Close the cover of the dispenser. The red light will go off, showing that the dispenser is ready to use.

If the light stays on or if the dispenser isn’t working, please contact us.

Yes, using the enMotion® dispenser’s "Adjustable Sensor Range" (ASR) system. This means you can reduce the sensitivity to a shorter range so people will only get a towel when they are in front of the dispenser, not simply walking past. There are three options for the sensor:
- "S" (Short range)
- "M" (Medium range)
- "L" (Long range)
Please note: the factory setting for the ASR system is "M", but you can change this to suit you.

Firstly, open the front cover and remove the refill. You’ll see a blue sliding mechanism behind the refill nozzle. Simply slide this to the left for 0.4ml or to the centre for 0.7ml (which is the factory setting).

The simplest option is to download brochures from our website www.lotusprofessional.eu/ie (as PDF files) or if you prefer, you can request one using the contact form.

Simply use the contact form and we’ll quickly pass it straight to the right Lotus Professional® Sales Representative, who’ll get in touch with you directly.

To make it as easy as possible, we’ve prepared a video that goes alongside the installation manual.

- Click here for the manual

- Click here to see the video

To make it as easy as possible, we’ve prepared a video that goes alongside the installation manual.

- Click here for the manual

- Click here to see the video

Here’s how you do it:
1. Place the roll as shown in picture 1

2. Pull the paper towards you and place it over the bar.
3. Lift up the blue lower bar and tuck the paper underneath it.
4. You’ll need to make a 2cm flap at the end of the paper. Fold back a 2cm flap at the bottom and smooth it into a crease. The teeth of the blue lower bar should sit in the crease.
5. As soon as the paper feeds through the bottom, your enMotion® dispenser is ready to use.

Here’s how you do it:
1. Place the roll as shown in picture 1

2. Pull the towel downward and onto the rollers.
3. Press the “paper feed” button on the lower left of the dispenser.
4. As soon as the paper feeds through the bottom, your enMotion® Impulse dispenser is ready to use.

Here’s how to replace a used roll:
1. When the current roll runs down to about 9 cm across, you can replace it.
2. Pull the carousel lock bar towards you and turn the carousel down 180° until it locks. The second roll (also called the ‘stub’ roll) should now be in place.
3. Follow the same steps as for “loading first roll” (pictures 1 to 4) that show how to load a new roll in the top bracket. The transfer bar will be raised up and will activate the new roll. Please note: the dispenser will double-feed paper as it comes to the end of the stub roll.

4. Close the cover and you’re all set.

On average, one set of batteries will last for 90,000 doses (which is 36 refills).

If you set your dispenser to 0.4ml, you’ll get 2500 doses.
If you set your dispenser to 0.7ml, you’ll get 1428 doses.

We offer choices for every budget according to the quality of the napkin or the number of printed colours you need. Again, the best option is to use the contact form and request a visit from one of our Sales Representatives, who can explain exactly what’s on offer and advise the best solution for what you need.

The tail of the SmartCore tail is only found on one side of the roll. Hint: it’s always on the side where the roll is printed.
The tail is also indicated by an arrow (facing upwards), as well as “PULL” written with the “L” on the outside of the roll.

Please contact us.

Please call (+353) 01 806 8190 or get in touch using the contact form.

Please call (+353) 01 806 8190 or get in touch using the contact form.

1.1. Use your permanent key or Lotus Professional® key card and check that the two white clips are moving as they should to unlock the translucent front cover;
1.2. Carefully take off the permanent key, check that the permanent key is not broken; also check that there are no parts blocking the latch system;
1.3. Check that your Lotus Professional® key card is not damaged or broken (there should be two stops on the key);
1.4. Other cause.

If the problem continues, contact your Lotus Professional® Sales Representative who will give you a Return Authorization, on which you should note: problem item 1.1 or 1.2 or 1.3 or 1.4.

3.1. Take a look through the ‘wave’ design front cover to see if the paper roll is empty.
Open the dispenser with your permanent key or Lotus Professional® key card.
3.2. Check that the coreless paper roll with central dimple has been loaded according to the instruction pictogram (two dimples must be visible);
3.3. Check that the coreless paper roll with central dimple can turn easily and is well-fixed, held in place on the harpoon, and that the paper roll is firmly pressing the Locking Lever;
3.4. Take off the coreless paper roll and check that the harpoons are:
- turning freely (not blocked by any broken parts, foreign objects, dust etc);
- not damaged or broken;
- well-fixed on the white back housing;
3.5. Take off the coreless paper roll and check that:
- the Locking Lever is turning freely (not blocked by any broken parts, foreign objects, dust etc);
- the Locking Lever is not damaged or broken,
- the Locking Lever is well fixed on the white back housing,
- the sliding mechanism can easily be moved by one finger and isn’t blocked (by any broken parts, foreign objects, dust etc);

If the problem continues, contact your Lotus Professional® Sales Representative who will give you a Return Authorization, on which you should note: problem item 3.1. or 3.2 or 3.3. or 3.4. or 3.5.

Yes, you can. Firstly, check the (SENS) setting, which controls how sensitive the sensor is.
If you’d prefer a longer range on the sensor, slide the switch to the right.
The far left setting is a range of about 1", the centre is about 2", and the far right is about 3". Our factory setting is in the centre.
If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Yes, of course. If you need any replacement parts or keys for your Lotus Professional® Dispenser, just contact your Distributor, who’ll organize it for you.

Yes, of course. If you need any replacement parts or keys for your Lotus Professional® Dispenser, just contact your Distributor, who’ll organize it for you.

Yes, this information is freely available, simply visit the relevant product section on the website or use the ‘Contact us’ form and we’ll organize it for you.

Firstly, it’s really important that you only use the towels designed to go in your dispenser or it might not work properly. The enMotion® Automated Towel Dispenser is designed to use the Lotus Professional® products listed below:
J90227 enMotion® 1-ply White Roll
K90225 enMotion® 2-ply White Roll
J90226 enMotion® 1-ply Blue Roll – HACCP Process
6E+05 enMotion® 2-ply Blue Roll – HACCP Process

Firstly, it’s really important that you only use the towels designed to go in your dispenser or it might not work properly. The enMotion® Automated Towel Dispenser is designed to use the Lotus Professional® products listed below:
403171 enMotion® Impulse & Recessed Hand Towel Roll, 2-ply White

Yes, the alcohol is denatured. This means that other substances have been added to it to make it absolutely unsuitable for human consumption.

Yes, we’ve built in an "Adjustable Time Delay" (ATD) system. This means you can customize how long someone will wait before being able to take another towel.
You can adjust it by changing the settings shown inside the dispenser on the lower right-hand side.
- "S" Short Delay
- "M" Medium Delay
- "L" Long Delay
Please note: the factory setting for the ATD system is “M” but you can change this to suit you.

Yes, we’ve built in an "Adjustable Time Delay" (ATD) system. This means you can customize how long someone will wait before being able to take another towel.
You can adjust it by changing the settings shown inside the dispenser on the lower right-hand side.
- "S" Short Delay
- "M" Medium Delay
- "L" Long Delay
Please note: the factory setting for the ATD system is "M" but you can change this to suit you.

Firstly, open up the front cover:

- Check that there are hinges on both sides of the dispenser
- Check that the hinges on the front cover are in place and are no broken or damaged
- Check that nothing is stopping the front cover from opening and closing properly

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘It’s hard to open up the front cover’.

Yes, you can brand and customize as much as you like with our JustOne® napkins and paper tableware.
 We have a dedicated Personal Print helpdesk, staffed by experts in custom print; simply call (+353) 01 806 8190 and they’ll explain all your options for personalizing and customizing On the other hand, you can just request a Personal Print brochure from them and see what’s on offer.
 

Yes, you can. We’ve built in a "Dispense Mode" (DM) system that means you can adjust how the towel is presented.
There are two settings to choose from:
- "On Demand" means that a new towel will only feed from the dispenser when the sensor is activated by the next person.
- "Hanging Towel" means that the next towel will always be showing. When one towel has been torn off for use, another towel will already be visible, ready for the next person.
Please note: the factory setting for the DM system is “On Demand”, but you can change this to suit what you need.

Yes, you can. We’ve built in a "Dispense Mode" (DM) system that means you can adjust how the towel is presented.
There are two settings to choose from :
- "On Demand" means that a new towel will only feed from the dispenser when the sensor is activated by the next person.
- "Hanging Towel" means that the next towel will always be showing. When one towel has been torn off for use, another towel will already be visible, ready for the next person.
Please note: the factory setting for the DM system is “On Demand”, but you can change this to suit what you need.

There could be a problem with the Battery Contacts. Take off the BATTERY COVERS and make sure that there are no marks, then clean or replace the BATTERY COVERS.
The Motor might not have been correctly installed; if you think this is the case, request a replacement dispenser.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘I’m finding it hard to load or remove the refill.’

We have plenty of information on this website or you can also visit www.mixnmatch.eu. If you prefer, your local Sales Representative can tell you all about the Mix’n’match range and discuss how it would work for you – just use the contact form and we’ll arrange a call.

Surfactants have two functions: they remove dirt, oil and grease and they create foam. Without surfactants, our products couldn’t create a lather and wouldn’t be effective in removing dirt from your hands, so they’re a vital part of the process.
We ensure that all our surfactants meet European requirements for biodegradability.

If the tape has come away from the wall, then the surface may well be unsuitable for tape and in this case it would be better to mount it using screws.
However, if you feel that the surface is suitable and simply want to replace the tape, you can request a mounting back plate kit with adhesive tape as a spare part.

It probably needs to be reset.
Carefully reach up into the dispenser where the paper towel feeds out. You will feel the serrated edge of the metal bar that tears the paper towels.
Pull metal bar towards you. You should hear a “click”.
This should reset the dispenser and the light should stop blinking.

If these steps don’t solve the problem, take a look at our other solutions below.
If the problem continues, please contact us.

It probably needs to be reset.
Carefully reach up into the dispenser where the paper towel feeds out. You will feel the serrated edge of the metal bar that tears the paper towels.
Pull metal bar towards you. You should hear a “click”.
This should reset the dispenser and light should stop blinking.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

It probably needs to be reset.
Carefully reach up into the dispenser where the paper towel feeds out. You will feel the serrated edge of the metal bar that tears the paper towels.
Pull metal bar towards you. You should hear a “click”.
This should reset the dispenser and light should stop blinking.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Yes, you can. If your Lotus Professional® dispenser was issued under a ‘Free on Loan’ agreement, simply get in touch with your Distributor who will either repair or replace your dispenser in line with the terms and conditions of the ‘Free on Loan’ agreement.

Firstly, you need to check the environment where your dispenser is installed; certain factors can interfere with how well the dispenser works, including:
Extremes of temperature or humidity;
Nearby ballast or fluorescent lights, neon signs, power conduits, or a large motor or electrical mechanism, especially if any of these is malfunctioning;
Two-way radios being used nearby.
Next, you should check that the static ground clip isn’t making contact with the wall, as this can also affect how the dispenser works.

If any of the items above apply to your dispenser, consider if you’d be able to place it in a different location that would avoid the interference.
In the short term, you can also adjust the Dispensing Mode (DM) to "Hang Towel" mode (see Adjusting Dispenser Settings).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Firstly, you need to check the environment where your dispenser is installed; certain factors can interfere with how well the dispenser works, including:
Extremes of temperature or humidity;
Nearby ballast or fluorescent lights, neon signs, power conduits, or a large motor or electrical mechanism, especially if any of these is malfunctioning;
Two-way radios being used nearby.
Next, you should check that the static ground clip isn’t making contact with the wall, as this can also affect how the dispenser works.

If any of the items above apply to your dispenser, consider if you’d be able to place it in a different location that would avoid the interference.
In the short term, you can also adjust the Dispensing Mode (DM) to "Hang Towel" mode (see Adjusting Dispenser Settings).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.
 

Firstly, you need to check the environment where your dispenser is installed; certain factors can interfere with how well the dispenser works, including:
Extremes of temperature or humidity;
Nearby ballast or fluorescent lights, neon signs, power conduits, or a large motor or electrical mechanism, especially if any of these is malfunctioning;
Two-way radios being used nearby.
Next, you should check that the static ground clip isn’t making contact with the wall, as this can also affect how the dispenser works.

If any of the items above apply to your dispenser, consider if you’d be able to place it in a different location that would avoid the interference.
In the short term, you can also adjust the Dispensing Mode (DM) to "Hang Towel" mode (see Adjusting Dispenser Settings).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Firstly, you need to check the environment where your dispenser is installed; certain factors can interfere with how well the dispenser works, including:
Extremes of temperature or humidity;
Nearby ballast or fluorescent lights, neon signs, power conduits, or a large motor or electrical mechanism, especially if any of these is malfunctioning;
Two-way radios being used nearby.
Next, you should check that the static ground clip isn’t making contact with the wall, as this can also affect how the dispenser works.

If any of the items above apply to your dispenser, consider if you’d be able to place it in a different location that would avoid the interference.
In the short term, you can also adjust the Dispensing Mode (DM) to "Hang Towel" mode (see Adjusting Dispenser Settings).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Firstly, you need to check the environment where your dispenser is installed; certain factors can interfere with how well the dispenser works, including:
Extremes of temperature or humidity;
Nearby ballast or fluorescent lights, neon signs, power conduits, or a large motor or electrical mechanism, especially if any of these is malfunctioning;
Two-way radios being used nearby.
Next, you should check that the static ground clip isn’t making contact with the wall, as this can also affect how the dispenser works.

If any of the items above apply to your dispenser, consider if you’d be able to place it in a different location that would avoid the interference.
In the short term, you can also adjust the Dispensing Mode (DM) to "Hang Towel" mode (see Adjusting Dispenser Settings).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Firstly, you need to check the environment where your dispenser is installed; certain factors can interfere with how well the dispenser works, including:
Extremes of temperature or humidity;
Nearby ballast or fluorescent lights, neon signs, power conduits, or a large motor or electrical mechanism, especially if any of these is malfunctioning;
Two-way radios being used nearby.
Next, you should check that the static ground clip isn’t making contact with the wall, as this can also affect how the dispenser works.

If any of the items above apply to your dispenser, consider if you’d be able to place it in a different location that would avoid the interference.
In the short term, you can also adjust the Dispensing Mode (DM) to "Hang Towel" mode (see Adjusting Dispenser Settings).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Firstly, check the function (ODM/HM) setting. If it is set in HM (Hang Mode), then the dispenser has been set to produce another towel ready for the next user.
Otherwise, check that there’s no damage to the lens or foam gasket (which is just behind the lens and must be in contact with the lens itself). If either of these is damaged or missing, it will need to be replaced so you’ll need to contact us.
Also make sure that your dispenser has come to a complete stop before you tear off the towel. If the towel is torn off before the motor has stopped, another towel will appear automatically.
If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Firstly, open up the dispenser and check that the paper has been loaded correctly.
The paper roll should be loaded so the paper is unrolling from the top.
Behind the roll, there should be a low arm that is spring-loaded to keep tension on the roll. If either the arm or the spring is missing or damaged, we’ll need to replace it for you.
Next, check that the rear spring leg is resting between the saddles on the back wall. This leg must be in the right place to provide enough tension on the roll.
Also make sure that nothing is blocking the paper from coming out.
Finally, make sure that the right refill product has been used (enMotion® Impulse & Recessed Hand Towel Roll; 403171).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

It could simply be that your dispenser has been set to give out a different amount of soap. Take out the REFILL and slide the PORTION SWITCH to the other setting.
Your REFILL level might be below the pump’s pick-up tube. Try adjusting the soap bag or replacing the REFILL.
The REFILL might not have been loaded correctly or it might not be the right REFILL. Take out the REFILL and make sure that the name on the placard is enMotion®. Afterwards, reload the REFILL into the dispenser.
It is probably a faulty REFILL, so try replacing the REFILL.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘My dispenser isn’t giving out the right amount of soap.‘

- Something is blocking the range of the MOTION SENSOR. Clean the bottom of your dispenser. Please note that water or soap might also block the sensor.
- Your dispenser might be mounted too low. Please ensure that it’s placed at least 15cm above any surface.
- There could be electrical interference from nearby lighting, wiring or another electronic device.
- The DRIVE MECHANISM ASSEMBLY might have failed; if you think this is the case, request a replacement dispenser.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘My dispenser isn’t working and the LED on the right-hand side is lit up.’

- The batteries might not be installed correctly. Take them out and put them back in, making sure that they’re inserted as shown on the diagrams.
- The battery contacts seem to be corroded. Clean or replace the BATTERY COVERS.
- Something is blocking the range of the MOTION SENSOR. Clean the bottom of your dispenser. Please note that water or soap might also block the sensor.
- Your dispenser might be mounted too low. Please ensure that it’s placed at least 15cm above any surface. - The COVER SWITCH might have failed; if you think this is the case, request a replacement dispenser.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘My dispenser isn’t working. The sensor/ the motor isn’t coming on.’

The “tear bar” switch on your dispenser isn’t working properly.
We’ll need to supply a new dispenser.
Please contact us.

Firstly, make sure that the plastic wrapping around the batteries was removed before they were installed. Batteries won’t work if they’re still in the plastic wrapping.
Make sure the batteries have been installed correctly (as shown on the diagram in the battery case).
If the batteries are unwrapped, but your dispenser is still not working, replace the batteries with four new "D" cell alkaline batteries.
Make sure that the battery case is closed and the case is firmly in position.
Make sure that there are two metal clips in the battery compartment. The batteries should touch these once the case is closed. If either of the clips is missing, contact us.

If these steps don’t solve the problem, take a look at our other solutions below.
If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Firstly, make sure that the plastic wrapping around the batteries was removed before they were installed. Batteries won’t work if they’re still in the plastic wrapping.
Make sure the batteries have been installed correctly (as shown on the diagram in the battery case).
If the batteries are unwrapped, but your dispenser is still not working, replace the batteries with three new "D" cell alkaline batteries.
Make sure that the battery case is closed and the case is firmly in position.
Make sure that there are two metal clips in the battery compartment. The batteries should touch these once the case is closed. If either of the clips is missing, contact us.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Firstly, make sure that the plastic wrapping around the batteries was removed before they were installed. Batteries won’t work if they’re still in the plastic wrapping.
Make sure the batteries have been installed correctly (as shown on the diagram in the battery case).
If the batteries are unwrapped, but your dispenser is still not working, replace the batteries with three new "D" cell alkaline batteries.
Make sure that the battery case is closed and the case is firmly in position.
Make sure that there are two metal clips in the battery compartment. The batteries should touch these once the case is closed. If either of the clips is missing, contact us.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

First, just wave your hand across the front of the dispenser, about 5cm away.
A towel will come out automatically; tear it off and you can dry your hands!

First, just wave your hand across the front of the dispenser, about 5cm away.
A towel will come out automatically; tear it off and you can dry your hands!

Firstly, make sure that the metal clip underneath the manual feed button is bent slightly. It should make contact with the cover once the cover is closed.
Check the sensor range switch (see “Adjusting Dispenser Settings” above). Try moving the switch to a higher setting so that it is more responsive.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.
 

Firstly, make sure that the metal clip underneath the manual feed button is bent slightly. It should make contact with the cover once the cover is closed.
Check the sensor range switch (see “Adjusting Dispenser Settings” above). Try moving the switch to a higher setting so that it is more responsive.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Firstly, make sure that the metal clip underneath the manual feed button is bent slightly. It should make contact with the cover once the cover is closed.
Check the sensor range switch (see “Adjusting Dispenser Settings” above). Try moving the switch to a higher setting so that it is more responsive.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Check that there are enough paper towels in the dispenser. If it’s empty, refill the dispenser.
Check the batteries. If necessary, simply replace batteries with four "D" cell alkaline batteries.
Check that the battery contacts are bent down. If they are bent down too far, they won’t make good contact with the batteries. If this is the case, they can be carefully pulled out a little until they make contact.
Check that the manual feed button is working.


If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Check that there are enough paper towels in the dispenser. If it’s empty, refill the dispenser.
Check the batteries. If necessary, simply replace batteries with four "D" cell alkaline batteries.
Check that the battery contacts are bent down. If they are bent down too far, they won’t make good contact with the batteries. If this is the case, they can be carefully pulled out a little until they make contact.
Check that the manual feed button is working.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.
 

Check that there are enough paper towels in the dispenser. If it’s empty, refill the dispenser.
Check the batteries. If necessary, simply replace batteries with four "D" cell alkaline batteries.
Check that the battery contacts are bent down. If they are bent down too far, they won’t make good contact with the batteries. If this is the case, they can be carefully pulled out a little until they make contact.
Check that the manual feed button is working.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Gently turn the Assist Wheel, and check that the paper appears. If it doesn’t, go to Step 2.

Open up the front cover:

- check that the right paper is being used (only use Lotus Professional nextTurn paper: SKU = 5892290);
- check that the paper is loaded correctly (see instructions on inside the back plate);
- check that there are two Roll-Holders in position and that both clipped (as above, under ‘The Roll Holder doesn’t hold the paper roll’);

Open the front cover with the key:
Open up the front cover using your key:

- check that the right paper is being used (you should only use Lotus Professional® SmartOne Mini paper: SKU = 2974920);
- check that the paper is loaded correctly - it is especially important to pull the paper as you close the door to avoid any paper jams (see loading instructions);
- check that the Cone is in place and clipped onto the front cover with the 2 clips provided – there should be no visible gap between the Cone and the front cover;
- Check that the dispenser has been positioned according to the Fitting instructions; check that it allows the right distance between the user and the dispenser so that you can pull the paper straight;

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘Paper-dispensing poor or impossible’.

Please also add any additional details that you feel will help us to diagnose and resolve the problem.

Open up the front cover:

- check that the right paper is being used;
- check correct loading of paper (see instructions on inside the back plate)
- check that the paper is loaded correctly (see the instructions inside the back plate);
- the paper passes through a cone which should be smooth; check that this cone doesn’t have any small plastic particles left over from the manufacturing process
- check that the paper is coming off the roll as it should (see Step 2 of the loading & installation instructions)

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘Paper-dispensing poor or impossible.

Firstly, make sure that the carousel is locked into position and that the towel is feeding through over the top of the carousel bar.
Next, make sure that the roll isn’t leaning against the back of the dispenser, as this will cause the roll to drag and use more energy.
Make sure that there’s no paper wrapped around the feed roller.
Make sure you are using the right refill product (click here for a list).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

 

Firstly, make sure that the carousel is locked into position and that the towel is feeding through over the top of the carousel bar.
Next, make sure that the roll isn’t leaning against the back of the dispenser, as this will cause the roll to drag and use more energy.
Make sure that there’s no paper wrapped around the feed roller.
Make sure you are using the right refill product (click here for a list).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.
 

Firstly, make sure that the carousel is locked into position and that the towel is feeding through over the top of the carousel bar.
Next, make sure that the roll isn’t leaning against the back of the dispenser, as this will cause the roll to drag and use more energy.
Make sure that there’s no paper wrapped around the feed roller.
Make sure you are using the right refill product (click here for a list).


If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues,  please contact us.

- Firstly, check that there are no scratches or signs of vandalism, on the front cover, on the cone, or in the cone hole. If there are, then the dispenser has been misused.
- check that the Cone is in place and clipped onto the front cover with the 2 clips provided – there should be no visible gap between the Cone and the front cover;

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘The Cone is missing OR has not been well-clipped to the cover’.

Please also add any additional details that you feel will help us to diagnose and resolve the problem.

Firstly, make sure that the lock itself isn’t damaged.
Then check the metal catch of the lock - it should be in contact with the fixed plastic catch.
Next, make sure that the cover isn’t damaged, and check that the hinges aren’t broken.
If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Firstly, check how the batteries have been put in. If they haven’t been inserted correctly, your dispenser probably isn’t getting the 6 volts it needs to work properly.
If necessary, replace the batteries.
Next, clear anything that might be blocking the paper from coming out.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Simply contact your Lotus Professional® Sales Representative who will give you a Return Authorization, on which you should note: problem item 4.

Check that the rolls have been installed properly, with the central dimples facing the door as shown on the Instruction Pictogram).

If the problem continues, contact your Lotus Professional® Sales Representative who will give you a Return Authorization, on which you should note: problem item 5.

The "low battery" indicator is on the lower right-hand side of the dispenser. It will light up when the batteries are running low and give you enough notice to replace them, but will only operate for a limited period on low batteries.
You’ll need four "D" cell alkaline batteries; non-alkaline batteries won’t last as long. Open the battery compartment and you’ll a diagram to show how batteries should be inserted. Remove the old batteries and insert the new ones as shown on the diagram.

The "low battery" indicator is on the lower right-hand side of the dispenser. It will light up when the batteries are running low and give you enough notice to replace them, but will only operate for a limited period on low batteries.
You’ll need three "D" cell alkaline batteries; non-alkaline batteries won’t last as long. Open the battery compartment and you’ll a diagram to show how batteries should be inserted. Remove the old batteries and insert the new ones as shown on the diagram.

To ensure proper operation of your enMotion® Automated Towel Dispenser, you must use the correct Lotus Professional enMotion roll towels as listed below:
403171 enMotion® Impulse & Recessed Hand Towel Roll, 2 Ply White

It could simply be that the MAINTENANCE BUTTON is not being held in for long enough. Press and hold for at least 3 seconds, or until the LED begins to flash.
If the blue MAINTENANCE BUTTON is missing, request a replacement dispenser.
It might be that the switch itself has stopped working; if this is the case, the DRIVE MECHANISM ASSEMBLY will need to be replaced.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘The MAINTENANCE BUTTON isn’t working.’

Yes, thanks to the enMotion® dispenser’s "Adjustable Sensor Range" (ASR) system. This system allows you to choose exactly how sensitive the motion sensor is, ensuring that people get their towel easily. There are three options:
- "S" (Short range)
- "M" (Medium range)
- "L" (Long range)
Please note: the factory setting for the ASR system is “M”, but you can change this to suit you.

- There could be a blockage in the range of the MOTION SENSOR range. Clean the bottom of your dispenser and let it dry. Water or soap can also block the sensor. If soap leaks into the dispenser it can stop working until it has dried out.
- Your dispenser might be mounted too low. Please ensure that it’s placed at least 15cm above any surface.
- The Cam or Cam Switch might not be working. Take out the batteries to reset the CONTROL BOARD. If this does not help, replace the DRIVE MECHANISM ASSEMBLY.
- The MOTION SENSOR might have failed; if you think this is the case, request a replacement dispenser.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘The motor on my dispenser runs continuously once the batteries are installed.’

Take a look through the ‘wave’ design front cover to see if the Roll Centring stoppers are pressing too hard on the paper roll as it dispenses, because this could stop the paper roll from turning.

Open the dispenser with your permanent key or Lotus Professional® key card.

2.1. Check that the correct coreless paper roll with central dimple is inside according GP codes:
502081
502083
502084
502082
502080
2.2. Check that the coreless paper roll with central dimple has been loaded according to the instruction pictogram (two dimples must be visible);
2.3. Check that the coreless paper roll with central dimple can turn easily and is well-fixed, held in place on the harpoon, and that the paper roll is firmly pressing the Locking Lever;
2.4. Take off the coreless paper roll that’s not working properly and check that the harpoons are: - turning freely (not blocked by any broken parts, foreign objects, dust etc); - not damaged or broken; - well-fixed on the white back housing;
2.5. Check that the roll centring stoppers are well fixed and clipped in place, and that they are not damaged or broken.

If the problem continues, contact your Lotus Professional® Sales Representative who will give you a Return Authorization, on which you should note: problem item 2.1. or 2.2 or 2.3. or 2.4. or 2.5.

Firstly, make sure that the right refill product has been used (enMotion® Impulse & Recessed Hand Towel Roll; 403171).
Next, check that the paper roll has been loaded correctly.
Finally, make sure that the paper roll is not damaged in any way.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Firstly, open up the dispenser and check that the paper has been loaded correctly.
The paper roll should be loaded so the paper is unrolling from the top.
Behind the roll, there should be a low arm that is spring-loaded to keep tension on the roll. If either the arm or the spring is missing or damaged, we’ll need to replace it for you.
Next, check that the rear spring leg is resting between the saddles on the back wall. This leg must be in the right place to provide enough tension on the roll.
Also make sure that nothing is blocking the paper from coming out.
Finally, make sure that the right refill product has been used (enMotion® Impulse & Recessed Hand Towel Roll; 403171).

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Make sure that the sliding mechanism is completely pushed to one side (until you hear a "click").

If the problem continues, contact your Lotus Professional® Sales Representative who will give you a Return Authorization, on which you should note: problem item 6.

It is probably a faulty REFILL, so try replacing the REFILL.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘The soap bag isn’t emptying completely / the soap bag is filling with air.’

It is probably a faulty REFILL, so try replacing the REFILL.
If you can see foam collecting on the bottom of the dispenser, take out the REFILL and clean the dispenser. Clean the REFILL as well before putting it back in; if this does not help, replace the REFILL.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘The soap isn’t foaming properly.’

The batteries might not be installed correctly. Take them out and put them back in, making sure that they’re inserted as shown on the diagrams.
It could be that there’s something wrong with the REFILL. Take out the REFILL and check that it’s working correctly by pressing in the nozzle. The nozzle should pop back out again on its own afterwards. Also check the bag for any leaks – it should not leak even when gently squeezed. If necessary, replace the REFILL.

It might be that the dispenser itself is broken. Take off the BATTERY COVERS for at least 3 seconds, which will reset the CONTROL BOARD. Then, replace BATTERY COVERS. This should stop the leaking; if it doesn’t, request a replacement dispenser.

If the problem continues, please contact your Lotus Professional® Sales Representative who will provide a Return Authorization, on which you should note: ‘The soap won’t stop coming out of my dispenser.

Yes, of course. Firstly, check the (LENGTH) setting.
If you’d like longer sheets, simply slide the switch to the right.
The setting on the far left provides sheets about 8" long, the centre is about 12" long, and the far right is about 16" long. Choose whichever one best suits your needs.

Yes, we’ve built in an "Adjustable Sheet Length" (ASL) system. You can adjust it by changing the settings shown inside the dispenser on the lower left-hand side.

For sheet lengths, choose between:
- "S" Short towel (which gives a maximum number of hand dries)
- "M" Medium towel (which balances effective drying with cost-efficiency)
- "L" Long towel (which is the largest available towel, suitable for more demanding use)
Please note: The factory setting is "L" but you can set the ASL to match your needs.

Yes, we’ve built in an "Adjustable Sheet Length" (ASL) system. You can adjust it by changing the settings shown inside the dispenser on the lower right-hand side.

For sheet lengths, choose between:
- "S" Short towel (which gives a maximum number of hand dries)
- "M" Medium towel (which balances effective drying with cost-efficiency)
- "L" Long towel (which is the largest available towel, suitable for more demanding use)
Please note: The factory setting is “M” but you can set the ASL to match your needs.

Firstly, check that the paper roll has been loaded correctly and that it isn’t damaged in any way.
Next, make sure that the transfer is present and not damaged.
There should also be two springs under the transfer by the pivots. Check that both springs are there and that they’re not damaged.
Next, check that the blue transfer arm is riding beneath the roll when the second roll transfers to the bottom position. It must be underneath and not on the side of the roll.
If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Firstly, open and close cover (this will reset the electronics).
Your dispenser might have a problem that was not detected by the “Fault Mode”.
Take out and then reinstall batteries (this will reset the dispenser).
If necessary, replace the batteries.
If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

This light only comes on if something is stopping your dispenser from working normally.
Firstly, make sure that the paper roll can turn freely.
Next, clear anything that might be blocking the paper from coming out.
Take out and then reinstall batteries (this will reset the dispenser).
If necessary, replace the batteries.
If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

Firstly, open the cover and push the manual paper feed button.
Listen to paper as it dispenses.
If the motor sounds slow, replace the batteries with four new "D" cell alkaline batteries.
If the motor sounds okay, remove the batteries for 5 seconds then put them back in (as shown on the diagram inside the lid). This can often clear the error.
Close the door and check the paper dispensing again using the manual paper feed button.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

Firstly, open the cover and push the manual paper feed button.
Listen to paper as it dispenses.
If the motor sounds slow, replace the batteries with three new "D" cell alkaline batteries.
If the motor sounds okay, remove the batteries for 5 seconds then put them back in (as shown on the diagram inside the lid). This can often clear the error.
Close the door and check the paper dispensing again using the manual paper feed button.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please call (+353) 01 806 8190 or get in touch using the contact form.

Firstly, open the cover and push the manual paper feed button.
Listen to paper as it dispenses.
If the motor sounds slow, replace the batteries with three new "D" cell alkaline batteries.
If the motor sounds okay, remove the batteries for 5 seconds then put them back in (as shown on the diagram inside the lid). This can often clear the error.
Close the door and check the paper dispensing again using the manual paper feed button.

If these steps don’t solve the problem, take a look at our other solutions below.

If the problem continues, please contact us.

To explain, the active ingredients are those substances that deliver the claims made in the product name or registration:
In our Antibacterial Foam Soap, Polyaminopropyl Biguanide is the bactericidal agent.
In our Foam Hand Sanitizer, Alcohol and Hydrogen Peroxide are the bactericidal agents.

If the batteries aren’t correctly installed, chances are that the dispenser won’t work, or you might have some features and not others. For example, the nozzle might push upward when activated, but might not release to close afterwards, so the refill content streams out. Batteries must always be inserted as indicated on the dispenser.

4 ordinary D-Cell batteries.

Each refill contains 1 litre of solution and there are four refills per case.

One option is simply to adjust the Dispensing Mode (DM) to "Hang Towel" mode (see Adjusting Dispenser Settings).

If this option isn’t suitable, please contact us.

Please contact us.

Please call (+353) 01 806 8190 or get in touch using the contact form.

Lotus Professional® products are available from selected distributors across the country. Simply call (+353) 01 806 8190 and we’ll give you all the details.