In app reports: Frequently Asked Questions

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.
3. Make sure you are using a mobile network and that your corporate Wi-Fi, VPN, and proxy are disabled.

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. 

Please also check your Spam/Junk mail folder. 

Login with Apple ID

If you are logging in with 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. iOS15 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.

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.

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”.

No longer have access to the email address registered in the app? Request your temporary unlock code only once via SMS.

If you no longer have access to the email you can click on “PRESS HERE” at the bottom right in the Unlock Code screen, you will see a page entitled “RESET UNLOCK CODE”.

On that page you will find this text:

“Do you no longer have access to the email address you entered during registration? Click here”.

You will receive the unlock code via SMS only once.

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.

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.

The app does not connect to the vending machine, it tells me that I downloaded the wrong app.

Actually, it could be like this: we have 6 apps that are used by different vending machine operators. Carefully examine the vending machine, to which you want to connect and look for the name of the app to use. See all our apps on www.matipay.com/app and choose the right one.

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.

In the event that the machine does not dispense anything, wait a few seconds, remaining connected to the machine, so that the money is returned to your wallet. If you disconnected before, send a refund request through the “Support” section of the app.

I have an NFC contactless device and I can’t connect to the vending machine. What should I do?

Bring the contactless device close to the payment module and wait about 2 seconds;
The LED on the payment module will turn orange and start flashing: you are connected!
Top up your credit by inserting coins or banknotes while you are connected.

The LED on the payment module is red and then turns green?

There is a connectivity problem! Try connecting again after a few minutes or report the problem to the operator who provides the service at your location.
The operator’s reference is on the vending machine.

The credit is not visible on the vending machine display. Why?

If the credit is not shown on the display, it is possible that the contactless device:
1. has not been registered in our systems and is therefore not recognized,
2. is not correctly associated with your location
3. has been deactivated.
Contact your operator to resolve this problem by indicating the number of the contactless device with which you are trying to connect to the vending machine.

I have an NFC contactless device and I can’t pair it in the app. What should I do?

In order to pair the contactless device in the app, you must have connected to the vending machine with the app at least once.
After making the first connection, the wallet of the operator that provides the service at your location will be associated.

• Check from the settings section of your phone that the NFC is turned on
• Open the app and click on the “Account” item in the menu in the app, click on “My device”
• If the NFC is turned on: bring the contactless device close to the phone
• If the NFC is turned off: turn it on and bring the contactless device close to the phone

The NFC reader can be located at the top or bottom of your phone, depending on the phone model you are using.
If you are unable to pair the contactless device in the app: try to slowly move your contactless device across the entire surface of the back of your smartphone.
If your smartphone does not have NFC technology, pair your contactless device by entering the serial number found on the device itself. Make sure you are typing the letters and numbers correctly.

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.

Our app has many features and top-up methods, but it is your operator’s choice whether to activate them or not. If you want a particular feature or a new top-up method, write to us through the contact form and we will forward your request to the operator of the vending machines you use. Also, we remind you that in order to receive promotions and discounts you must manage privacy consents in the dedicated section in the app.

The next time you purchase from a vending machine, you will be offered to use your gift. Some vending machines require the user to have credit equal to the value of the free product. So, make sure you have enough credit in your wallet, which will not be charged anyway. If this does not solve your problem, write to us through the contact form in the I DIDN’T SOLVE tab and we will help you.

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 are experiencing.