Wallet/Balance
How does the balance setup work?
WalletFeaturedHow can I withdraw my balance?
To withdraw your balance, follow these steps: Go to 'Activities' Click on the banner showing your balance; this will open the wallet settings. At the bottom of the page, select the option to withdraw the remaining balance.PopularWhy does my app show that my balance is low when I have enough money in my balance?
If the app warns you about too low balance before your balance reaches 0, it is because you have set your refill limit above 0. The refill limit option is for users who use the app frequently and want to be notified to ensure they always have funds. If you do not want to use this feature, set your refill limit to 0 in the wallet settings. Here are the steps to do that: Go to "Activities" inside your app. Click on the banner showing your balance; the wallet settings will then open up.Some readers
Coupons
Why can’t I see the coupons page in my app?
The coupons page will first be available to you when you have been connected to a laundry on the ‘Pay’ tab and you have verified your phone number with a text message.Few readersCan I save my coupons for later?
If the coupon has the status ‘Active’ on your coupons page in the Airwallet app, it will be applied to your next purchase. If your coupon is distributed with a code, you can enter the coupon code when you want to use the coupon.Few readersWhat happens if I delete a coupon by mistake?
You can add the coupon again by entering the coupon code for the coupon. If the coupon was distributed specifically for you by the laundry administrator, the coupon cannot be deleted.Few readersWhat does it mean that the coupon is qualified soon?
If the user hasn’t yet qualified for the coupon, it will be listed as ‘Qualified soon’ in the app. Coupons that are triggered at: a given period of time in happy hour at every amount spent, start used, days, weeks, or months can have the status ‘Qualified soon’.Few readersCan I combine different coupons on the same purchase?
No, you can only apply one coupon when making a purchase.Few readersWhich coupon will be applied if I make multiple purchases and use the ‘stop time’ function available in the Airwallet app?
When the order is finalized, the coupon giving you the greatest discount will be applied. Orders are finalized when you click ‘stop time’ or every XX:00 where the orders will be finalized in the order they were made.Few readersHow to use coupons at the laundry room
Coupons will only be available, if you are at the right location Available coupons at the location Go to Settings Choose Coupons All available coupons will be showed Go to Pay Choose the right machine Follow the guide on the screen The coupon will be active and showed before start Start the machine Coupons by code Go to settings Choose Coupons Choose “New coupon” Add the provided coupon code and press “Validate” The coupon is now added to your accoFew readers
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 Trouble? Click here Afterward, a pop-up tab will appear, allowing you to choose the Start again option. Start againPopularAirwallet App Guide
Create new user When you have installed the Airwallet app on your phone, you need to create an account. This is how you do it: → Click on "Create new user" → Click on "I consent" → Click on "Accept" → Enter your first name, last name, phone number and your self-selected 4-digit pin code aPopularWhy 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® 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 rPopularI 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 iPopularThe 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 iPopularHow 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.PopularHow 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 toSome readersHow 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. → Select the preferred location → Location is now changed (https://storage.crisp.chat/users/helpdesk/website/-/8/f/b/d/8fbd610f32d91000/image1920fr1.png =800x430)Some readersHow can I cancel my Ark subscription?
This article applies to Ark subscriptions for washing/drying within an Airwallet appSome readersWhy 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 thSome readersWhy 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 readersThe 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 readersWhat 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 readersI 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.)Few readersHow 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.Few readersWhy can't I create an account in the Airwallet app?
If you are experiencing problems with creating user in the Airwallet app please contact Airwallet's support at [email protected], support chat or +45 7870 9999 The opening hours are: Monday - Friday: 9 - 01:00 (CET) Saturday - Sunday: 9 - 21:00 (CET) If you reach us outside of our opening hours, please provide us with your name, surname and phone number that you would like to use to login into the app. We will follow up with you the next morning, so please keep an eye on the conversation.Few readersWhy 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 6s and newer, and Android version 8 and newer. No support for Windows Phones.Few readersHow 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://storageFew readersWhy 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.Few readersWhat 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 readersCan 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.Few readersHow 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 readersThis 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 readersGiropay Service Termination: What it means for Airwallet Users
We regret to inform our users that Giropay will no longer be supported as a payment method. This change is a result of Paydirekt -the owner of Giropay- deciding to discontinue the service permanently from June 30th 2024 as part of the European Payments Initiative (EPI). Unfortunatelly, Airwallet has no control over this decision. As a result, we ask all users that currently have Giropay to update your settings to remove Giropay as a payment method by June 30, 2024 and select one of our otFew readersApplePay Guide
Apple Pay Guide This guide is for users who want to, for example, get a refund on a transaction made through Apple Pay. If you find yourself in such situation, the Airwallet team needs to get the correct information to identify your payment. Open the "Wallet" app on your iPhone. Click on the payment card you useFew readersAirwallet Box Updates
Why do you receive update notifications? We want to ensure that our system operates efficiently and without issues for all users. Periodic updates help maintain optimal performance and address any potential problems. Why are updates done through users' phones? The updates are carried out via users' phones because they need to be physically present inside the laundry room for the update to proceed. If laundry owners or technicians were required to handle these updates, it could take seFew 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. 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 MitPopularHow 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 oFew readersWhy 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
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.Few readersMy booking times have changed, why?
If booking times or rules have changed, it is because the owner of your laundry has changed it.Few 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 readersWhat 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 sFew readersThe 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] EFew readers