FAQ

Frequently Asked Questions
about the Airwallet App

This article is about frequently asked questions from users of the Airwallet app from both App Store and Google Play.

If you have questions about the Airwallet administrator dashboard, you can see our frequently asked questions about the administrator dashboard here.

If you have a question that you cannot find the answer to here, you are welcome to write to us in the chat on the screen, or contact us at [email protected].

FAQ

Frequently Asked Questions
about Airwallet App

This article is about frequently asked questions from users of the Airwallet app from both App Store and Google Play.

If you have questions about the Airwallet administrator dashboard, you can see our frequently asked questions about the administrator dashboard here.

If you have a question that you cannot find the answer to here, you are welcome to write to us in the chat on the screen, or contact us at [email protected]

FAQ's

Create an account
and login

  • Download the Airwallet app for your smartphone from Google Play or the App Store.
  • Open the app and create a new user on the home page. Enter your name, mobile number, email, and select a PIN code for Airwallet.
  • Once you have created your user, we will send you a 6-digit activation code in an SMS, you need to enter to confirm your phone number.
  • To be able to use Airwallet, a valid payment card must be added. Airwallet accepts Visa, MasterCard, Discover, JBC, American Express, and SEPA Direct Debit.
  • 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 that mobile network or WIFI.
  • If you have forgotten your PIN, you can press ‘forgot your PIN?’ on the login page. Enter your phone number and wait for your activation code. We will send it to you by SMS. Once you have entered the activation code, you can select a new PIN code for Airwallet.
    • Make sure you are connected to the mobile network so that you can receive the activation code. 
  • Make sure you are connected to the mobile network and have entered the correct number and country code 
  • If you are sure you have not received the code and are connected to the network you can press the ‘send new code’ button
    • If this is done more than 4 times without login your mobile number will be blocked for 4 hours, to protect your user from hacking.
  • No, we do not recommend it. The user is bound to the phone number and you may be required to enter an activation code sent by SMS to your number.
  • However, you can use the same payment card for several users if you have a shared payment card for the household.

If the Airwallet app does not appear in your search, then check:

  • Did you enter the name correctly?
  • If it still does not show up, you may have an older smartphone. We support iPhone 5s and upwards, Android: version 4.4 and upwards, Windows: No support.
  • If you change your phone number or no longer want your Airwallet user, it must be deleted. Log in and select -> Settings -> My profile -> Delete profile

FAQ's

Using the Airwallet app

Of course you can, contact your administrator or Airwallet at [email protected] and have your transaction ID ready, it can be found on the receipt you have received in the app.

  • This error can occur if the app is closed or restarted while the transaction is being completed. It can take up to 15 seconds to confirm the transaction depending on the phone’s connection to the mobile network or WIFI. 
  • The refunded amount will be in your bank account within 1-3 business days. 

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

If this is not possible:

  • If the error is related to the Airwallet app contact us at [email protected] 
  • If there is an error related to the machine such as worn parts, system errors, or error codes on the machine contact your administrator.

If the machines do not appear in the overview, it is often because something went wrong with the Bluetooth connection. To solve this problem you can:

  • Update the list by swiping down on the list or pressing the ‘refresh’ symbol.
  • Restart your smartphone. This resets your Bluetooth connections and settings in the Airwallet app
  • Make sure you have the latest version of the app from App Store or Google Play.
  • Make sure that the machines are switched on or supplied with power. E.g. is there a light in the display on the machine?
  • If this has not solved the problem, contact Airwallet at [email protected] or +45 7870 9999.

The entry date depends on weekends, holidays, your card provider, and your bank. Therefore, it may fluctuate slightly when the transactions will appear on the bank account, and there may therefore also be transactions for several days that are entered on the same banking day.

  • Update the list by swiping down the list or pressing the ‘refresh’ symbol.
  • Some machines only become available when the cycle from the previous program is completely finished and the door is opened. Once this is done update the list (as described above).
  • If your location has booking enabled, some machines can be listed as ‘booked soon’ before a booking. This is to ensure that the machine is free when the machine is to be used. 
  • If Airwallet has just become available in your laundry, the issue may be due to an error in the installation of the Airwallet. If this is the case, contact Airwallet at [email protected] or +45 7870 9999 or your administrator.
  • Professional machines will automatically change the status to available after 2 hours if Airwallet has been installed incorrectly, otherwise, you can turn off the power to the machine for 10 sec. Then both the machine and the Airwallet device will restart and the machine will become available again.
  • Start by making sure that there is coverage on the account you are trying to withdraw money from. 
  • If the card is still rejected, contact your card provider and find out why this is the case. 
  • Add another payment card, to resolve the issue.

FAQ's

The booking system

  • If the booking times or rules have changed, it is because the administrator or board at your location has changed this.
  • The booking system can be deselected when Airwallet is set up, ask your administrator if your location should have enabled the booking system. It’s free.