FAQ

Frequently Asked Questions
about the Airwallet dashboard

FAQ

Frequently Asked Questions
about the Airwallet dashboard

This page contains frequently asked questions about the Airwallet’s app which can be downloaded from Google Play and the App Store.

If you have a question which you can’t find the answer to here, you are more than welcome to contact us through the chat on this page, or at [email protected]

The Airwallet App

  • Download Airwallet to your smartphone from Google Play or the App Store.
  • Open the app and create a new user. Enter your name, phone number, select a PIN code.
  • When you create a user, we will send you a 6-digit one-time code by SMS, which you must enter to confirm your phone number.
  • To use Airwallet, you must have a valid payment card. Airwallet accepts Visa, MasterCard, Discover, JBC, American Express, Google Pay, Apple Pay, iDEAL, and Bancontact.
  • You are now ready to use Airwallet
  • Start by making sure you have entered the correct phone number and country code.
  • Make sure you have a stable connection to mobile networks and the Internet.
  • If you have forgotten your PIN-code, you can press ‘Forgot PIN-code?’ on the login page. Enter your phone number and wait for a one-time code. It arrives as an SMS. Once you have entered it, you can select a new PIN code for Airwallet.
    • Make sure you are connected to your network so you can receive text messages.
  • Make sure you are connected to the mobile network and have entered the correct phone number and country code.
  • If you are sure that you have not received a one-time code yet and have a good connection, you can press the “send new code” button.
  • If you still do not receive the one-time code, contact Airwallet at [email protected] or +45 78 70 99 99 and we will help you verify the account.
  • No. The user is connected to your phone number, and you must enter an activation code which arrives via SMS.
  • You can use the same payment method on different devices.

If Airwallet does not show up when you search, check: 

  • Did you spell the name correctly?
  • If it still does not show up, it may be because you have an older smartphone. Airwallet only works with iPhone 5s and newer, and Android version 4.4 and newer. No support for Windows Phones.

If you get a new phone number or do not want to use Airwallet anymore, then the app must be deleted. If you want to delete your user you can:  Log in ➜ Settings ➜ My profile ➜ Delete profile.

3D secure is an additional layer of security that is sometimes used with digital card payments. It is not requested on all payments, but on selected payments, similar to when you sometimes are required to enter a PIN code on a card terminal. 

The payment must either be approved with NemID/MitID or SMS+code from NETS.

  • We recommend that you use the NemID/MitID app. (The traditional cardboard card no longer works)
  • If you do not have the NemID or MitID app, you must create a password with NETS at nets.eu/3DS
  • If you are not shown NemID / MitID as a verification method, it is because your bank has not registered that this is possible. This may be due to:
    • You do not have the NemID or MitID app on your phone yet
    • You have just installed the NemID or MitID app and it has not been registered in the bank’s system yet.
    • You are not the owner of the card
    • The bank has not activated 3D Secure for your debit card. Contact the bank to do this.

If you are in doubt about why you can not choose NemID / MitID when you need to confirm your payment, you can contact your bank.

3D secure can be difficult if you have not tried it before. Therefore, we have made two guides that show how to make a payment if 3D secure is required on a payment.

If you experience errors when paying with SMS + code, it may be because you have not created your password at NETS yet, or because you enter the SMS one-time code twice in a row. You will first be asked about the one-time code you received via SMS, and then for your own password for NETS.

Yes, of course, contact those who own your laundry or, write to  [email protected] and have your transaction ID ready, you can find it on the receipt in the app. 

  • When a machine does not start after payment, it may be because it was not ready to receive the start signal. To ensure this does not happen, we recommend that you put the clothes in the machine, close the door, select the program and pay at the end. 
  • If you cannot find your receipt, it is probably because you have only booked the machine but have not paid for it yet. You only pay for the machine when you start it.
  • If you need a refund, the amount will be returned to your account within 1-5 business days.

There can be many reasons why a machine does not work. Some problems can be solved by turning off the machine for 10 seconds. This will restart the machine and the Airwallet device.

If this is not possible:

  • If the fault is related to the Airwallet app, please contact us at [email protected] 
  • If the fault is related to the machine itself, such as a fault in pumping out water, or a fault in the heater on the machine, please contact the owner of your laundry. 

You can still contact us if you would like your transaction refunded at [email protected]

If you cannot connect to the machine, it often has something to do with the Bluetooth connection from the phone to the machine. To solve that problem you can:

  • Make sure you are in the laundry. You can only pay for machines within a 10-30 meter radius.
  • Make sure the machine is ready to receive payment by closing the door and selecting a program.
  • If you have an Android phone and it cannot connect to any of the machines in the laundry, it may be because the phone has reached its limit of how many devices it can connect to. The problem can be solved by restarting the phone.
  • Make sure the machine is powered. For example, check that there is light in the display on the machine.
  • If it did not solve the problem, contact Airwallet at [email protected]  or +45 78 70 99 99.

Ordinary household appliances are not perfect for commercial laundries. This can result in differences in how long the machine calculates and how long it then actually spends. 

  • The differences can occur when the water is harder, there are more clothes in the machine, or the clothes are dirtier than expected.
  • We recommend buying a little more time than indicated in the display on the machine, to be on the safe side. 
  • If the machine is interrupted in the middle of a cycle, you can always buy the remaining time. The machine will continue from where in the program it was interrupted.

On a household machine, you buy a given time where you have the machine available. If you have bought 2 hours and the first wash only takes 50 min, you can always start a new wash in the period you have bought.

With an Airwallet Ark subscription, you can wash up to X times. Your number of starts per. month will be reset to the number you have included in your subscription when your subscription is renewed.

This could be because: 

  • The list of machines in the laundry is updated once a minute.
  • Some machines only become available again when the previous wash is finished and the door is opened.
  • If the Airwallet system is brand new in your laundry, it may be due to an installation error. Therefore contact the owner of the laundry or Airwallet at [email protected] or +45 78 70 99 99.
  • Professional machines will automatically be available again after 2 hours even if it is installed incorrectly. Otherwise, try turning off the entire machine for 10 seconds. Then both the machine and the Airwallet device will be restarted, and be available again.

Which day the money is deducted from your bank account depends on: if it’s on the weekend, holiday, which card provider you have, and your bank. Therefore, it may vary a bit when the money is deducted from your account.

You can change your payment method by logging in ➜ settings ➜ payment method ➜ tap on your current card.

Here you get the option to choose a new payment method.

If booking times or rules have changed, it is because the owner of your laundry has changed it.

You can deselect the booking system when Airwallet is installed. Ask the owner of your laundry if you want a booking system. It can be activated in the dashboard – and it’s free.

The Airwallet Dashboard

Creating a user and logging into the dashboard:

You can create a dashboard user here, once you have filled out the form you will have access to the dashboard. Here you can create new locations for your purchased Airwallet devices.

No, if you are a user of a shared laundry, use the Airwallet app instead. It can be found in the App Store and Google Play.

Our payment provider Stripe needs documentation on the company’s owners or representatives with more than 25% ownership in the company. The information is used to ensure that Airwallet cannot be used for money laundering or finance terrorism. 

There can be several causes for problems with login on the dashboard:

  • Make sure you are on the correct login page: https://admin.airwallet.net 
  • Have you previously created a user, or is it your first time today?
  • Did you enter the correct email address for your user?
  • You can reset your password for the dashboard by pressing the ‘forgot?’ next to the password entry field.
  • If this has not solved the problem, contact Airwallet at [email protected] or +45 7870 9999 and have your email address and company name ready.

Your payment information must be filled in on the dashboard on the ‘Billing’ page. You can choose between invoice and card payment. If you recently created your user, the Billing page is not ready to be filled in, as we must first register how many machines your location has been created with. Contact Airwallet at [email protected] or +45 7870 9999 if you have problems completing ‘Billing’.

No, only one login with an email address for the dashboard can be used. If you want to send monthly settlements to stakeholders, you can use ‘Settlement recipients’.

When you name your locations and devices, the information is used in the app to give your users an overview of which of your locations they are in and which machines they can choose from. Remember this when naming device and locations:

  • Make names short but meaningful. 
  • A good name for a location can be the address of the laundry or the name of the laundry.
  • A good name for the device matches the machine it is installed on, making it easy and quick for the user to identify which machine they need. Recommendation: use the included Airwallet sticker and write the same name from the dashboard on the sticker. 

How the device should be set up on the dashboard depends on the machine and how it has been installed. Ask your local Airwallet distributor for help, or contact Airwallet at [email protected] or +45 7870 9999.

If this is the case, try opening the dashboard in another browser. We support Google Chrome, Microsoft Edge, and Safari. If this has not solved the issue, contact Airwallet at [email protected] or +45 7870 9999.

The transactions are transferred monthly to the IBAN that has been specified during the creation of the dashboard. The IBAN can be changed on the ‘Account’ page.

You are approved for payouts when there are no longer any warning fields on the dashboard. These are marked in orange and will appear first when you log in. There may be a risk that your company information or photo ID will not be approved the first time. If this is the case, the dashboard will still demand this. The approval usually takes 1-2 hours. 

IBAN stands for International Bank Account Number and can be found on your online bank. If you are in doubt about where your IBAN number is on your online bank, you can contact your bank and have it handed out. 

You must create a new location on your dashboard when:

  • You have purchased the Airwallet devices for another property or location.
  • The devices are installed on machines that are not in the same room or are out of range +20-30m.

Yes, if you own the laundry, you can have access to your dashboard. Contact your distributor and ask to have the dashboard handed over to your email address. 

  • If the dashboard has already been created with your email address, you can always have a new password sent to your dashboard user by pressing ‘Forgot?’ in the password field.

Dashboard in use:

When a user has had a problem, you must: 

  • Obtain the transaction ID of the transaction that was incorrect. The user can find it on the receipt they receive when they make a transaction. The receipt is also saved in the ‘receipts’ menu. 
  • This ID can be compared to the transaction IDs on the dashboard. 
  • Click on ‘refund’ next to the transaction you want to refund. 
  • The amount will be in the user’s bank account within 1-3 days.

Yes, you can. If you have not set it correctly from the start, or just want to change the price – follow this guide: 

  • Log in to the dashboard https://admin.airwallet.net
  • Select ‘Your locations’ and select the location you want to edit machines on
  • Select the machine by pressing it
  • Change the price or name
  • Press ‘save changes’

If you have decided to expand Airwallet to more locations, it is super easy to create one more location on the dashboard. 

  • Log in to the dashboard https://admin.airwallet.net
  • Select ‘Your locations’
  • Select ‘New location’ and choose the name of your new location.
  • Create your new machines at this location

Transactions will go into the same bank account as it does now and there will now be another location at your monthly settlement.

If this is the case then try opening the dashboard in another browser. We support Google Chrome, Microsoft Edge, and Safari. If this has not solved the problem, contact Airwallet at [email protected] or +45 7870 9999.

You must first make sure that you are approved to receive payments. This is done by logging into the dashboard. If there are no orange warning fields, you have been approved or are being verified.

 

The money is transferred to your bank account with arrival on the first banking day of each month. The payment provider Stripe reserves funds from the last ~ 5 days before the payout to cover refunds and disputes that may arise in the coming period. The reserved funds are added to the following payout. This makes the average payout period look like this: first period: 26.01-23.02 second period 24.02-26.03 etc.

Airwallet distributors and installers can be granted a test user account to test the system during installation or in connection with the troubleshooting of the machines. To give you transparency, we show you when tests have been performed on your machines. If you have questions regarding this contact Airwallet at [email protected] or +45 7870 9999.

 

Can I also have the monthly settlement sent to my bookkeeper etc.?

Yes, this is done by:

  • Log in to the dashboard https://admin.airwallet.net
  • Go to ‘Account’
  • In the field ‘Settlement recipient emails’ enter the email addresses of all those you want the settlement sent to.

This cannot be done from the dashboard. If you created the dashboard in the wrong currency by mistake, you can delete your dashboard and create a new one. If you already had live transactions from app users, please contact Airwallet at [email protected] or +45 7870 9999, and state your email address and the currency you want to change your dashboard too.

Can I also have the monthly settlement sent to my bookkeeper etc.?

Yes, this is done by:

  • Log in to the dashboard https://admin.airwallet.net
  • Go to ‘Account’
  • In the field ‘Settlement recipient emails’ enter the email addresses of all those you want the settlement sent to.

You must create a new location on your dashboard when:

  • You have purchased the Airwallet for another property or location
  • The units that are put on the machines are not in the same room or are out of range of 20-30m. 

If you have a janitor or cleaning assistant who needs free access to your machines, you must:

  • Create the user normally in the Airwallet app.
  • Send the telephone numbers that should be able to wash free of charge to [email protected] from the same email address you created the dashboard with.
  • The app will work in the same way, but the payments will not be sent to the payment processor.  

If the dashboard is to be transferred to another owner of the same company as before, you can change the email login to the dashboard. This is done by:

  • Log in to the dashboard https://admin.airwallet.net
  • Go to ‘Account’
  • Press ‘Change email’
  • Enter the email address of the new administrator
  • The new administrator can reset the password by pressing forgot? In the password field on the login page.

 

If the dashboard is to be transferred to another company, a new dashboard must be created in the name of the new company. Delete the machines on the old dashboard and re-create them on the new dashboard. If this is not possible contact Airwallet at [email protected] or +45 7870 9999.   

If the dashboard is to be transferred to another owner of the same company as before, you can change the email login to the dashboard. This is done by:

  • Log in to the dashboard https://admin.airwallet.net
  • Go to ‘Account’
  • Press ‘Change email’
  • Enter the email address of the new administrator
  • The new administrator can reset the password by pressing forgot? In the password field on the login page.

 

If the dashboard is to be transferred to another company, a new dashboard must be created in the name of the new company. Delete the machines on the old dashboard and re-create them on the new dashboard. If this is not possible contact Airwallet at [email protected] or +45 7870 9999.   

The monthly settlement:

If you cannot get your settlement and data from the dashboard, to reconcile, you can check:

  • Have you searched with the filter Status = Completed? We only payout transactions that have been completed.
  • If you in the most recent period, have refunded a transaction from a previous period, it will be deducted from your most recent period.
  • Does the period from the settlement match the period you have chosen on the dashboard? The intersection of the periods is rarely at 00.00 which the filter on the dashboard uses. A period usually looks like this: 27.08.20 01:04:12 – 24.09.20 22:18:23
  • If you have questions about your settlement, you can always contact us at [email protected] or +45 7870 9999 and get a review of your settlement.

The settlement only includes locations with transactions, so if you have created a location that has not yet been used, or is under renovation, it will not be shown on your settlement.

The settlement is only sent out when there has been a payout. 

If your account has not been approved for payouts, or there have been no transactions in the previous period, you will not receive a settlement. 

Generally, the income from the Airwallet is subject to VAT. If you are in doubt about this, contact your accountant. 

Booking system:

The booking system is enabled by default when you create a location. If you have a location created before the booking system was launched, you can go to your location on the dashboard and enable it on your location. 

If your users should not be able to use the booking system, you can disable it on the dashboard on the location you want to remove the booking system from.

  • If you are not satisfied with the booking system, we would love to hear from you. We make Airwallet better every month, and your feedback helps to make it even better for all our users. Contact us at [email protected] or +45 7870 9999.

The default settings for the booking system are:

  • The timeslots are 2 hours
  • Other users cannot start the machine 0-30 minutes before a booking.
  • Other users are told not to start a program that does not end before the booking 30-45 minutes before.
  • Users can only have 2 future bookings per. machine.
  • The timeslots start at 06.00 and end at 22.00
  • The machine will be available to all users if it has not been started within the first 15 minutes of the period.

 

All these settings can be changed for the location under ‘settings’ on the location. If you want different settings for specific machines, this can also be specified on the device under ‘device settings’.