To load a paper towel dispenser correctly, open or unlock the unit, check that the refill matches the dispenser, place the towels or roll in the correct direction, avoid packing the unit too tightly, feed the first towel through the dispensing opening and test the dispenser before closing it. The exact method varies between folded hand towel, roll towel and system dispensers, but these checks prevent many of the most common problems.
If your dispenser regularly jams, releases several towels at once or needs constant attention, the problem may be the refill format, loading method or dispenser capacity rather than the towels themselves. Cleancare’s hand towel dispensers and commercial hand towels can help you compare compatible options for different washroom requirements.
Before You Refill the Dispenser
A quick check before loading can save time and reduce wasted paper. Different dispenser designs use different towel formats, so avoid assuming that any refill will fit.
- Check the dispenser type. It may use folded hand towels, a roll towel, an auto-cut or lever-controlled roll, or a system-specific refill.
- Check the refill size and fold. C-fold, Z-fold/interfold and other folded towel formats are not always interchangeable.
- Remove loose, damaged or compressed towels that could obstruct the dispensing slot.
- Make sure the inside of the dispenser is clean and dry before fitting a fresh refill.
- If the dispenser uses a key or locking cover, keep the key available for the staff responsible for replenishment.
How to Load a Folded Paper Towel Dispenser
1. Open the dispenser
Unlock or release the cover carefully. If there are towels left inside, check that they are sitting squarely rather than leaning into the dispensing mechanism.
2. Confirm the correct towel format
Compare the new pack with the towels already in use or the dispenser instructions. Using the wrong width, depth or fold can cause poor dispensing even when the pack appears to fit.
3. Prepare the refill
Remove the outer packaging without crushing or separating the towel stack. Keep the folds aligned.
4. Place the towels in the correct direction
For many folded towel packs, the exposed dispensing edge needs to face towards the outlet. If the first towel cannot be reached cleanly through the slot, rotate the bundle and check the fold direction.
5. Do not overfill the dispenser
Leave enough room for the stack to move freely. Compressing extra towels into the unit can increase friction, cause jams and lead to several towels being pulled out together.
6. Feed the first towel through the opening
Pull through only enough of the first towel for the next user to take it easily.
7. Close and test
Close or lock the cover, then dispense two or three towels. Each towel should release cleanly without tearing, bunching or pulling a large bundle forward.
Need replacement stock? Browse hand towels for commercial washrooms, including folded and roll towel options.
How to Load a Roll Paper Towel Dispenser
Roll towel dispensers vary more widely than folded towel units. Some are manual lever systems, some cut a measured length automatically and others use electronic dispensing. Always follow the instructions for the specific dispenser where available.
- Open the dispenser and remove the empty core or exhausted roll.
- Check the roll width, core size and orientation against the dispenser.
- Place the new roll onto the holder or spindle without forcing it.
- Feed the leading edge into the rollers or guide path indicated by the dispenser.
- Use the feed lever, advance button or sensor function to bring the towel through the outlet.
- Close the unit and test several dispenses before leaving the washroom.
For system options, see the Raphael Mechanical Hand Towel Dispenser and Cleancare’s wider hand towel dispenser range.
Why You Should Not Overfill a Paper Towel Dispenser
Overfilling is one of the simplest causes of poor dispensing. A dispenser has a working capacity as well as a physical capacity. If towels are packed too tightly, the stack cannot move naturally towards the outlet and the user may pull out several towels at once.
If staff feel they have to overfill the unit just to make the refill last until the next service round, consider whether the washroom needs a larger-capacity dispenser, more frequent replenishment or a controlled roll-towel system.
Common Paper Towel Dispenser Problems
| Problem | Likely cause | What to check |
|---|---|---|
| Towels keep jamming | Stack compressed, wrong refill size or poor alignment | Remove excess towels, square the stack and confirm the refill format. |
| Several towels come out at once | Incorrect fold direction, incompatible towel or overfilling | Rotate/check the bundle and reduce the quantity loaded. |
| No towel appears at the outlet | First towel not fed through, refill reversed or roll not threaded | Open the unit and re-feed the leading towel through the dispensing path. |
| Dispenser will not close | Too much product or roll not seated correctly | Remove excess stock and make sure the refill is fully located on its holder. |
| Towels tear instead of dispensing | Paper catching on the outlet or incorrect refill | Check the outlet for obstruction and verify compatibility. |
Keep the Dispenser Clean and Easy to Refill
Refilling is also a good opportunity to check the condition of the dispenser. A clean, correctly stocked unit is easier for staff to manage and helps keep the washroom presentable.
- Wipe the dispenser exterior as part of the normal washroom cleaning schedule.
- Check the dispensing slot and internal guides for torn paper or debris.
- Keep refills dry and protected before they are loaded.
- Avoid mixing different towel formats or sizes in the same dispenser.
- Train the people responsible for replenishment so the same loading method is followed each time.
- If a dispenser repeatedly fails after correct loading, inspect it for damage or consider replacing it.
Cleancare can also help businesses review the wider washroom setup, including washroom dispensing systems and refills and other commercial washroom supplies.
Why Reliable Hand Drying Matters
A properly stocked paper towel dispenser is more than a convenience. Effective hand drying is part of good hand hygiene. The World Health Organization’s 2025 guidance notes that residual moisture can affect the transfer of pathogens and recommends clean, single-use paper towels as an appropriate drying method in community settings. WHO Guidelines on Hand Hygiene in Community Settings.
For workplaces in Northern Ireland, the Health and Safety Executive for Northern Ireland also lists a means of drying hands, such as paper towels, among the welfare facilities employers should provide. HSENI guidance on welfare facilities.
When It May Be Better to Change the Dispenser
Older or unsuitable dispensers can create recurring problems even when staff load them correctly. It may be worth reviewing the system if you regularly experience jams, uncontrolled towel use, frequent refilling or difficulty sourcing compatible refills.
You can compare different approaches in Cleancare’s guide to Raphael hand towel dispensers versus standard dispensers. For sites reviewing several washrooms, Cleancare also offers a free washroom dispenser programme and practical product advice.
Need Help with Paper Towel Dispensers or Washroom Refills?
If your team is dealing with regular jams, high towel use or frequent top-ups, Cleancare can help you compare hand towel dispensers, compatible refills and suitable washroom systems.
Frequently Asked Questions
Fill the dispenser to its intended working capacity without compressing the towels. If the cover is difficult to close or the stack is tightly packed, remove some product and test the dispensing action again.
Common causes include overfilling, the wrong towel size or fold, a refill loaded in the wrong direction, torn paper in the outlet or a damaged dispensing mechanism. Start by removing excess stock and confirming the refill is compatible.
No. Folded towel dispensers are designed around particular sizes and fold formats. A refill may physically fit but still dispense poorly. Check the dispenser specification or ask Cleancare to confirm a compatible towel.
Check that the towels are loaded in the correct direction, reduce the number in the dispenser and confirm that the fold type matches the unit. Multi-towel dispensing can also indicate that the dispenser or refill is not well matched.
The right frequency depends on footfall, dispenser capacity and towel consumption. Refill often enough that users do not run out, but avoid overfilling simply to extend the servicing interval.
Yes. Cleancare supplies hand towels, hand towel dispensers and wider washroom systems, and can advise on options for commercial workplaces. For a site-specific review, contact the team to discuss your current setup.
