App use

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

  When your payment has been received and the washing machine does not start, you can use the option Afterward, a pop-up tab will appear, allowing you to choose the option. Start againPopular

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

  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 hPopular

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

  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 or and have your transaction ID or phone number ready, you can find the transaction ID on the receipt iPopular

• How do I create an Airwallet user?

  Download Airwallet to your smartphone from Google Play or the App Store. Open the app and create a new user. Enter your name, and phone number, and 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 toPopular

• Why is the program not finished when I have bought the time the machine said the program took?

  Ordinary household appliances are not perfect for commercial laundry. 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. You can always stop the time if you buy too much. You will only pay for the tiPopular

• The machine is occupied in the app, but is not currently used, why?

  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 . Professional machines will automatically be available again after 2 hours even if it iPopular

• What happens if I buy too much time on a machine?

  On a household machine, you buy a given time when 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. If you are done with the machine, you can always stop the time and only pay for the time you actually used. How to stop the time: https://wiser.airwallet.net/en/article/how-can-i-stop-my-machine-tmhgz4/Some readers

• The machine does not work, why?

  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 doesn’t solve the problem please contact us at +45 7870 9999 or chat or email at [email protected]Some readers

• How do I delete my user?

  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.Some readers

• Why do I not receive a one-time code?

  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 or and we will help you verify the account.Some readers

• I cannot log in to the Airwallet app, what do I do?

  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.)Some readers

• Why can't I find Airwallet in the App Store or Google Play?

  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 8 and newer. No support for Windows Phones.Some readers

• Airwallet App Guide

  App Guide First log-in: Register your phone number and create a 4-digit PIN code Add payment method in Settings. Make sure you click on the edit button to add/edit the card. Explore the booking options (if your laundry enabled the booking settings) 2 When in the laundry room, choose the machine you would likSome readers

• Why are there expenses for Airwallet on days where I have not used Airwallet?

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

• How do I change my payment method?

  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.Some readers

• Can I share my user on multiple devices?

  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.Some readers

• What happens if I do not use all my starts in my Airwallet Ark subscription?

  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.Few readers

• How can I change my location in the app?

  To change your location, go to your new laundry room → open your app at the main "payment" page → wait for couple of seconds without touching on anything → afterward should pop up a button called "Change location" at the bottom of the screen.Few readers

• How can I cancel my Ark subscription?

  This article applies to Ark subscriptions for washing/drying within an Airwallet appFew readers

• How can I change my Ark subscription plan?

  If you want to make changes to your subscription go to the 'Settings' section of your app and choose 'Subscription.' By clicking on 'Change subscription' you can choose a subscription plan with either less or more turns.Few readers

• How can I use my credit code?

  Using credit code on a payment terminal → Choose a machine and follow the process of preparing laundry as you are used to → On the payment page you will get two options: 'Pay with code'/ 'Pay with card' → Choose 'Pay with code' → Enter the code you have received from your administration (https://storage.cFew readers

• How do I change my location in the app?

  To change your location, go to your new laundry room → open your app on the main "payment" page → and wait a few seconds without touching anything, → afterward should pop up a button called "Change location" at the bottom of the screen.Few readers

• This is how Airwallet works on household machines

  Connect to the machine you wish to use. Press the blue button 60 seconds free and here a signal will be sent to the machine to tuFew readers

NETS 3D secure

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

  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. 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 arePopular

• How do I make a payment with 3D Security?

  3D security can be difficult if you haven’t tried it before. Therefore, we have made two guides that show how to make a payment if 3D security 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 oSome readers

• Why does Mit ID ask for approval with every payment?

  Mit ID, or two-step verification (also known as 2FA), is a security measure designed to protect your online accounts and transactions. When you see My ID asking for verification after each payment, it may be because that service or app has implemented an extra layer of security to prevent unauthorized access or transactions, even if your payment card is stored. This can be anFew readers

Booking

• My booking times have changed, why?

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

• Why can I not use the booking system?

  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.Some readers

• What can I do if the machine door does not open?

  On a majority of household machines, it is possible to send power to the machine for 60 seconds for free allowing you to open the doors of the machine. If your program has finished, the power might turn off, then you might not be able to open the door of your machine. If this happens click then one more time on the machine you had been using within the app. Under the possibility of increasing time click on a button called Free 60 sSome readers

• How can I stop the time on my machine?

  If you have bought too much time on your machine or just wish to stop the time on the machine sooner than expected, you can just click the 'Stop time' button that appears on the list item of the machine you are currently using. After using the 'Stop time' option you will be asked to pay for the period of time that you actually have used.Some readers

• The screen on the machine is frozen and I can not choose a program

  If your screen seems to be frozen and you are not able to choose a program, the reason might be a child lock on the machine. You can recognise child lock by a symbol of closed lock on the display of the machine or letters CL. Here are guides on how to unlock the display on the most common machines: (If you do not find the relevant information here, you can try to search for user manual for the specific machine at your location or contact us at +45 78 70 99 99 or [email protected]) EleFew readers