Q: How does the balance setup work?

There are three options that need to be configured: Refill amount The selected amount will be refilled to the balance if your balance is about to fall below the chosen refill limit. The amount can range from the cost of one wash/dry to a monthly laundry budget. || Warning: The refill amount cannot be set to 0 and must always be higher than the refill limit. Refill limit The limit that the balance cannot fall below ensures you always have enough funds in your wallet. If you do not want to be notified until the balance is fully used, set the value to 0. Auto-refill If enabled, the app will refill based on the previous settings only when you attempt to pay with insufficient balance. You will still be notified of the refill. If disabled, the app will redirect you to the settings page to manually approve the refill when funds are insufficient. | If you would like to adjust the settings after your initial setup, you can do so by going to "Activities" in your app and clicking the banner that shows your balance.

Question 1

How does the balance setup work?

Accepted Answer

There are three options that need to be configured:

Refill amount The selected amount will be refilled to the balance if your balance is about to fall below the chosen refill limit. The amount can range from the cost of one wash/dry to a monthly laundry budget.

|| Warning: The refill amount cannot be set to 0 and must always be higher than the refill limit.

Refill limit The limit that the balance cannot fall below ensures you always have enough funds in your wallet. If you do not want to be notified until the balance is fully used, set the value to 0.

Auto-refill If enabled, the app will refill based on the previous settings only when you attempt to pay with insufficient balance. You will still be notified of the refill. If disabled, the app will redirect you to the settings page to manually approve the refill when funds are insufficient.

| If you would like to adjust the settings after your initial setup, you can do so by going to "Activities" in your app and clicking the banner that shows your balance.

Question 2

How can I send a new start signal to the machine?

Accepted Answer

| On a majority of the machines, it is possible to start the machine again for free within the first 15 minutes after the payment.

When your payment has been received and the washing machine does not start, you can use the option Trouble? Click here

Afterward, a pop-up tab will appear, allowing you to choose the Start again option.

Start again

Question 3

Airwallet PRO310 or higher - Installation guide

Accepted Answer

Airwallet PRO310 or higher

Installation guides

This installation guide works for Airwallet PRO boxes from PRO310 or higher

Click on the link below to go to the PDF

${color}[#29e1b4](Download PDF)

Question 4

I paid for a machine, but it does not start. What can I do?

Accepted Answer

On most machines, you can select it again in the app and send it a new start signal free of charge the first 15 minutes after your purchase. How to send a new start signal: https://wiser.airwallet.net/en/article/how-can-i-send-a-new-start-signal-to-the-machine-dbo7kj/

If this isn’t an option please contact Airwallet at ${color}[#29e1b4](+45 7870 9999) or ${color}#29e1b4 and have your transaction ID or phone number ready, you can find the transaction ID on the receipt in the app.

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 5-10 business days.

Question 5

Why can’t I connect to the machine I want to use?

Accepted Answer

If you cannot connect to the machine, it often has something to do with the Bluetooth® wireless technology 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. To solve the problem go to Settings → choose Apps → Click on the button to sort your apps → enable Show system apps → choose Bluetooth → click Storage → click Clear data
Make sure the machine is powered. For example, check that there is light in the display on the machine.

If it does not solve the problem, contact Airwallet at contact@airwallet.net or ${color}[#29e1b4](+45 7870 9999).

Question 6

I am asked about something called NETS 3D secure when I add my card or am trying to make a payment, what is it?

Accepted Answer

3D security 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 MitID, SMS+code from NETS, or 3D Secure supported banking apps. In other EU countries, you can use any other supported 3D Secure supported banking apps.

If you are in Denmark, we recommend that you use the MitID app.
If you do not have the MitID app, you can create a password with NETS at nets. EU/3DS.
If you are in Denmark and you have not been shown 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 MitID app on your phone yet.
You have just installed the 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 cannot choose MitID when you need to confirm your payment, you can contact your bank.

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