In app reports: Frequently Asked Questions

How can we help you?

This guide helps you to solve independently the malfunction you have found. Please read all the points and if you can’t find the answer, write to us following the instructions in the guide.

Do you have a HUAWEI or HONOR device?

  1. Uninstall the app you are trying to access;
  2. Reinstall the app from HUAWEI APP GALLERY;
  3. Access the Play Store > click on your profile icon at the top right > click on MANAGE APP AND DEVICE > click on MANAGE (at the top) > slook for the app “APP NAME” in the app list and open it from the list > click on the three dots at the top right > remove the flag on AUTOMATIC UPDATE.

Unlock code

If you are already registered and you are viewing the in-app page “Set your new unlock code” and you need support, please read the steps below:

  1. Choose the 6-digit combination you prefer;
  2. Do not use the code you received via sms as your personal code;
  3. Confirm the unlock code by entering the same combination you defined in the previous screen.

In addition, we have also introduced biometric authentication, which can be activated and disabled at any time by accessing the “Account” section from the in-app menu and selecting “Security”:

  • If you have iOS operating system you will be able to login with Face ID or Touch ID;
  • If you have an Android operating system you can login with fingerprint or face recognition.

Once you have set the unlock code and logged in, please check in the Account section that the e-mail address associated with your profile is valid, correct and still in use.

If you forget the unlock code you have set, a temporary unlock code will be automatically generated and sent to you by e-mail.  

Please note that:

  • The unlock code is strictly personal. We recommend you to choose a combination that is easy to memorise;
  • Once you have memorised your unlock code, it will be automatically pre-filled in app each time you login;
  • You can reset your unlock code at any time by accessing the “Account” section from the in-app menu and selecting “Security”.

If the email address registered in the app is outdated, you will only receive your temporary unlock code once via message.

Did you get the following error in the app: “Invalid phone number or pin”?

Make sure the code is the last code you received and hasn’t expired. The email you will receive indicates the unlock code and its validity.

To request a new code go back to the previous page and click on “CLICK HERE”. You will receive a new EMAIL with the new unlock code, the previous code will no longer be valid.

To learn more, read the unlock code guide.

Login and Registration - General Information

  1. Check that you have installed the latest version of the app available on the store on your smartphone
  2. Update the app to the last version available on the store.

If no updates are available, we ask you to uninstall the app and install it again. Login with your usual data.

Please note that if changes have been made to your device (root or jailbreak), you will not be able to use our app for security reasons. 

Facebook Login

If you can’t login via Facebook, we invite you to login via your phone number.

If you no longer have the pin, click on “send again” and the pin will be delivered to the e-mail address associated with your profile.

Please also check your Spam/Junk mail folder. 

Login with Facebook or Apple ID

If you are logging in with Facebook or Apple ID and your phone number is required and if the login fails because the number you entered is already registered in our system, please login by entering your phone number directly.

Didn’t you receive the PIN? Are you having problems receiving your PIN?

Check in the messages application or on your smartphone and try logging in by entering the phone number used during registration and the pin.

If you can’t login because you didn’t receive the pin, you can require it again:

  1. Click on “Login” and enter the phone number used during the registration.
  2. Click on “Confirm”.
  3. On the next page you will find the text “Send Again” in the bottom right-hand corner.
  4. Click on “Send Again” and you will receive the new pin.

If you also provided your e-mail address during the registration, the new pin will be delivered to the e-mail address.

Please also check your Spam/Junk mail folder.

Please note that the following minimum operating system versions are required for security reasons:

  1. iOS13 for iOS devices
  2. AND 7.0 for ANDROID devices

Update the operating system of your smartphone and install the last version of the app available on the store.

If you can’t update the operating system of your smartphone, please note that you can use the app from another device that has the minimum requirements indicated above.

Login and Registration - iOS

With iOS devices it is possible to register using the Apple ID.

If you do not remember which method you used to register, please follow these steps:

  1. Go to “Settings”
  2. Click on the card where “Name Surname” is indicated
  3. Select “Password & Security”
  4. Select “Sign in with Apple”
  5. The list of apps with which you authenticated using the Apple login will appear
  6. Search the list for the app you want to know the information about

If it is present in the list:

  • Go back to the app and click on the “Apple” icon
  • Your login will be successful and you will be able to access the app

Once logged in, you can also change the email address associated with the profile.

Usually if you logged in with Apple ID a private email has been communicated.

We inform you that in case you lose the unlock code, it will be sent to the email associated with the profile.

Credit - Top up with credit or debit card

By registering in the app you set up a virtual wallet.

You can top up the wallet with a credit or debit card or with coins and banknotes.

To top up you must first have set up/created the wallet of the operator who provides the service at the sales point.

You can top up your wallet with a credit or debit card without being “connected” to the sales point.

You can top up your purse with coins and banknotes but you must be “connected” to the sales point.

Did you experience credit problems?  
  • Login to the Support section
  • Click on Credit Problem
  • Select the case you experienced (online recharge, recharge at the sales point, etc)
  • Fill all the required fields

If you want to learn more about how to top up, log into the app and click on the “Support” section -> how we can help you -> frequently asked questions, or click on the name of the tutorial you are interested in.

Connection to a sales point

Do you have an Android Smartphone and are you having connection problems to a sales point?
  1. Uninstall the app
  2. Turn off Bluetooth
  3. Turn your smartphone off and on again
  4. Turn Bluetooth back on
  5. Make sure you do not have any other Bluetooth devices paired, if so, unpair them,
  6. Activate 4G (and check that there is network coverage)
  7. Reinstall the app by downloading it directly from the relevant Store
  8. Check from your smartphone settings that the location for the app is active
  9. Make another attempt by making a “tap” on the machine’s payment form (you need to place the phone on the device with the green LED visible and installed at the point of sale)
Do you have an iOS Smartphone and are you having connection problems to a sales point?
  1. You need to activate the Bluetooth mode and give GPS permits to connect to the sales point.
  2. Check in the settings of your iPhone which permits you gave to the app you are using to connect to the sales point and activate the necessary permits (Bluetooth, localization).

If after carrying out these steps you still cannot resolve the issue, we invite you to write to us using the form in the I DIDN’T SOLVE section, indicating: name of the operator (you can find it at the point of sale), the number of the vending machine used and whether its LEDs are green or red.

If you want to learn more about how the connection to the sales point works, log in to the app and click on the “Support” section -> how we can help you -> frequently asked questions or click on the name of the tutorial you are interested in.

Dismission of the service and Refund

Do you want the complete refund of the credit for inactivity or dismission of service?

Call or send an e-mail to the operator that provide the service at the location where you are purchasing. You can find the contacts information attached to the vending machine.

Do you want to delete your account?

Once you’ve received a refund of your remaining in-app credit, you’ll be able to cancel your account yourself. Login to the app, go to the “Support – Delete your account” section. After 7 days, your profile and your data will be deleted.

This procedure is valid for the following apps: MatiPay, Argenta, Coven, DiaPay, MyVend, Si.spot.pay, Pellegrini.

How is the data managed?

The data – name, surname, e-mail, telephone number, city, gender, FB ID, Date of Birth, Country, Profile Picture, Apple ID, Phone Model – will be kept until the user requests the deletion of their profile or for 24 months from the date of the user’s last interaction with the application. For further information, we invite you to consult the Privacy Policy and the terms and conditions available in the app from the “Account” section.

I didn't solve

Please make sure you have read the FAQs before submitting your support request.
If the answer to your question is already included in the FAQs, you may not receive an answer.
If you proceed, send us all the information by filling out the form below and describing in detail what you found.