FAQ

Frequently Asked Questions
about the Airwallet dashboard

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 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 at [email protected], and we will answer it as soon as possible.

FAQ

Frequently Asked Questions
about the Airwallet dashboard

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 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 at [email protected], and we will answer it as soon as possible.

FAQ's

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’.

FAQ on the app

Create an account
and login to the app

  • 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.