Quick solutions and helpful FAQs
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Here are the answers to your most asked questions
FAQ Text
Check out our FAQs below
Termination & Closure
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Contact usPortal
We’ll be referring to our customer portal frequently. You can access it at any time via the login at the top right of our website.
Please check our registration guide.
What are the technical requirements for using the AirPlus Portal?
We recommend to:
- Use the latest version of Google Chrome, Internet Explorer, or Mozilla Firefox
- Enable JavaScript
- Accept all cookies
The AirPlus Portal is not displayed correctly. How do I fix this?
- Make sure your browser is updated to the latest version.
- Check your browser settings to make sure that JavaScript and cookies are enabled.
- Clear your browser cache, delete cookies, and refresh the page.
Forgot password
If you have forgotten your password, please use the ‘Forgot password’ function on the login page. You will be asked to enter the e-mail address that you use to access the AirPlus Portal. You will then receive an e-mail with further instructions to reset your password.
Please note: After requesting a password reset, it may take a few minutes for the reset email to arrive. Due to potential delays in delivery, we kindly ask for your patience.
How can I change my Portal view?
Users with multiple roles can use the function "Change Portal view" in their profile menu (top right) to switch between their roles, and therefore change the layout and portal functions.
If a company has several agreements with AirPlus, administrative users can switch between legal entities on the start page. Make sure the correct role is selected.
There can be various reasons why an OTP (one-time passwords) or TAN (transaction authentication numbers) is not delivered or is delayed:
• Have you checked your contact details in your profile (phone number)?
• Have you checked your Spam filters or blockages?
• Ensure that you have a stable internet connection.
If these suggestions don't resolve the issue and you need further assistance, please contact our customer service via our webform.
As of April 1st, 2025, it will no longer be PCI compliant to email OTP (one-time passwords)/ TAN (transaction authentication numbers) as part of two-factor authentication (2FA) for a secure login process for administrative portal users.
PCI DSS (Payment Card Industry Data SecurityStandard ) is a globally recognized security standard for improving data security. The standard is mandatory for all companies that store, process and transmit cardholder data.
The only way to receive an OTP or TAN is via SMS.
OTP/TANs sent via SMS will be used to log in to the AirPlus Portal. Therefore, a mobile phone number is required for each user profile.
You can change most of the settings for your existing AirPlus framework in the "Frameworks" tab using the "Edit" function (e.g limit, descriptive name, DBI, statement configuration, electronic billing configuration).
If you wish to block a framework, please contact our customer service via our webform. A blocked framework is displayed in red for administrative portal users. Please note that cards cannot be generated as part of a blocked framework. You can still assign administrators to a blocked framework. For more details please check our general Portal FAQ here.
If you want to change the Program Manager please contact our customer service via our webform. Please be prepared that we will ask you the following data from their successor : last name, first name, e-mail address, phone no (mobile), concerned agreements/accounts.
Change e-mail address
Please contact our customer service via our webform to change your e-mail address. Please note that changing your e-mail address also changes your login user name.
Add or edit phone numbers
In the "Profile Settings" of your user profile (drop-down menu at the top right) you can enter up to two phone numbers. This way you can set up two different 3D Secure profiles using a private and a business phone number. Editing a phone number requires confirmation via OTP (one-time passwords)/ TAN (transaction authentication numbers).
Program Manager, Portal Administrator, and in some cases Card Administrator can create new users and assign rights.
Important: please only create new users if they have a mobile phone number. This is required for registration.
How to create a single, new user:
1. Use the function 'New User' (in the "User Management" tab)
2. Click on 'Single user'
3. Fill in the fields: first name, last name, e-mail address. Select a role (multiple roles are possible).
4. Assign agreements/products/frameworks/cards to the new user.
5. Check and confirm your entries.
Once you confirm, the new Portal user will receive an invitation e-mail from AirPlus with a registration link to the AirPlus Portal. If you are not receiving it, please check your spam folder.
Existing users can also be assigned additional roles or have roles removed from them.
Revoke roles and rights
Administrative users can revoke assigned agreements, products, frameworks, and cards/accounts in the "User Management" tab.
1. Select the affected user.
2. Click on the arrow next to the username to open the detailed view.
3. In the detailed view, you will see all assigned agreements, products, frameworks, cards/accounts and roles:
• Direct removal: If a trash bin icon is visible, click it to remove the assignment immediately.
• Indirect removal: If the switch agreement icon appears next to the assignment, you must first navigate to the assigned agreement. There, you can remove the assignment using the trash bin icon.
Good to know: Portal Administrators can only remove rights from users who have a lower role than them (e.g. Card Administrator or Accountant).
Deactivate a portal user
Administrative users can deactivate another portal user in the "User Management" tab.
1. Select the affected user.
2. Click on the three dots at the end of the row.
3. Choose the deactivation option to deactivate the user.
However, no user can deactivate contacts with a higher role than them. For example, a Portal Administrator can be deactivated by a Program Manager, but not by a Card Administrator. A Card Administrator can be deactivated by a Portal Administrator or a Program Manager.
Deactivated users will no longer be able to log into the Portal. All framework and role assignments will be removed. They will be listed as <inactive> or <initial-inactive> in the user overview.
In the AirPlus Portal, you can view and download your billing documents like statements, statement summaries, tax invoices, dunning letters, interest invoices and your legal documents.
As an administrative user, you will find the statements, statement of accounts, late payments and reminders in the "Statements" tab.
You can download documents in the "Statements" tab files individually or in a bundle.
Already downloaded files are marked with a gray download icon but can be downloaded multiple times.
You can download the statements individually (download icon behind one of the statement lines) or as a ZIP file of all statements visible on the page with the download icon placed above the table.
Reports are available for Program Managers and Portal Administrators. They can be found under the "Reports" tab.
• Card lists for your AirPlus Corporate Cards (available only to Program Managers and equires TAN confirmation)
• Delinquency reports for AirPlus Corporate Cards Type 1 and 2
• Framework list (coming soon)
Find all users listed with name, e-mail address, role, agreement assignment, rights, and more in the "User Management" tab.
If your company has several agreements, you will also see users under the other agreements.
Use the "Actions" button at the top right to print the list or export it as an Excel file.
If you only want to have a quick overview about active/ inactive users you can filter the list by status.
You will be informed via e-mail as soon as a new statement/ invoice is available in the AirPlus Portal.
You can configure the notifications via your "AirPlus Portal Settings" (drop-down menu at the top right).
You have access to your statements from the time they are uploaded to the Portal for a minimum of 12 months. You can view them, save a digital copy, or print them.
For older statements please contact our customer service via our webform.
Under the "Statements" tab you find tax invoices for AirPlus services (if the country specification is appropriate and for tax purposes only). These are marked as document type TAXNOTIFICATION and can be downloaded as a PDF.
You can download the files individually or in bulk.
Already downloaded files are marked with a grey download icon but can be downloaded multiple times.
Please contact our customer service via our webform.
Payment | Invoice | Statement
Please check on the AirPlus Portal - as an administrative user, you will find the statements in the "Statements" tab.
If the invoice/statement is not settled by the agreed maturity date, AirPlus will send dunning letters and is entitled to raise a dunning fee as well as interest in arrears, according to the terms and conditions.
The dunning letters as well as the corresponding dunning fee a/o interest invoices are available and can be downloaded in the "Statements" area.
The detail of calculation of the interest, can be found on the second page of the interest invoice document.
Please also check our video "how to find your statement"
The details of the refund are usually included in the bank transfer details and, in case of more credit notes involved, you will receive a Credit Advice document. The corresponding document can be found in the "Statements" tab.
Please also check our video "how to find your statement".
If you expect a refund for an existing credit balance, please consider that in general the credit will be balanced with your next possible invoice/statement. If you are set on bank transfer payment method and you have a credit balance, you might be required to submit your bank details for the refund. In this case, please contact our customer service via our webform.
Statements are available in portal for a minimum of 12 months and can be downloaded.
Please also check our video "how to find your statement" .
For older statements, please contact our customer service via our webform.
A statement of account is currently automatically available twice a year (approx. January and July) in the "Statements" tab.
Please also check our video "how to find your statement" .
If it is not possible to retrieve the document via the displayed download icon in the AirPlus Portal and you instead receive an error message without further details, please contact our customer service via our webform.
If you receive the document via email and are having trouble opening it, the file may need to be unpacked first. Kindly follow the steps below:
1. Save the file: First, save the 7-Zip file to your computer using the "Save as" (or similar) option.
2. Right-click on the file: Navigate to the folder where the saved 7-Zip file is located. Right-click on the file (the file extension will end with .7z) to open the context menu.
3. Select "7-Zip": In the context menu, you will find the option "7-Zip". Hover your mouse over "7-Zip" to open a sub-menu, which offers various options for extracting the file.
4. Click on "Open": From the sub-menu, select the "Open" option. This will display the contents of the 7-Zip file in a new window.
5. Double-click on the file: Once the file is opened, you will see its contents. Double-click the file you wish to extract or select it to start the extraction process.
6. Enter the password: A window will appear asking for the password. Please enter the password and confirm by clicking "OK".
7. Complete the extraction: After entering the correct password, the files will be automatically extracted and ready for use.
If unpacking the file does not resolve the issue and you continue to experience difficulties opening it, we would be happy to assist you further. Please contact our customer service via our webform.
Please check on your AirPlus Portal whether the card you are trying to use:
- is in Status "Active"
- has a sufficient limit for the transaction to be successful.
If your overall account limit is sufficient, but your framework limit is reached, please follow these steps:
1. Go to the "Frameworks" tab.
2. Select the relevant framework.
3. Click on the three dots on the right.
4. Choose the "Edit" option.
5. Click "Next" until you reach the "Limit" tab.
6. Enter the desired amount.
7. Click "Next" and confirm your changes.
If you still need assistance, please contact our customer service via our webform.
Please check on the AirPlus Portal – or with the person who generated the virtual card for you whether the AirPlus Virtual Card you are trying to use:
- is in status "Active"
- has a sufficiently high card limit for the chosen transaction
- is good for the corresponding validity period
- has been generated for the respective merchant category (e.g. “hotel”)
- has not yet been used, e.g. for another hotel so that you can carry out the payment.
If one of these parameters is not met, please update your card settings or, if necessary, generate a new virtual card with the right setup.
If you still need assistance, please contact our customer service via our webform.
Please contact our customer service via our webform.
Fraud | Transaction | Dispute
To submit a dispute, please log in to our portal and select the affected agreement to access the page with all menu tabs.
1. Select the relevant product and the framework
2. Go to the "Transactions" tab.
3. Click on "Transactions".
4. Select the option "Start Dispute".
5. Choose the transaction(s) you want to contest (you can select up to 50 at once). Follow the dispute process by providing a reason and uploading any supporting documents.
A tracking number will be assigned to you, which you can view under the "Disputes" tab.
To assist you with this process, please login to our Portal and follow the steps below:
1. Access the "Cards" tab.
2. Select the relevant product.
3. Select the relevant framework.
4. Identify and select the concerned card.
5. Hover over the three small dots on the right.
6. Select "Block card."
7. Click "Confirm" to block the card.
Once these steps are completed, the card will be blocked and can no longer be used.
AirPlus will not correct transactions booked on wrong card/ Account. Since this booking error did not originate with AirPlus but with one of your service providers, we would ask you to contact the respective service provider directly.
Does the false entry affect my evaluations?
Yes, if the service provider (e.g. travel agency, car rental company, hotel, etc.) does not cancel the transaction and book it to the correct AirPlus account, the transaction will appear in your reports on the incorrect AirPlus account.
Please contact our customer service via our webform.
Electronic billing
With AirPlus electronic billing you can integrate transaction and statement data directly into your travel expense reporting and financial accounting systems. Diverse data formats and transmission channels ensure the highest possible level of flexibility. All data is encoded prior transmission to meet the requirements of the PCI DSS and the General Data Protection Regulation (GDPR). This ensures the highest level of data security.
No matter which data format you prefer, we offer various channels for its transmission. You have the option of downloading the data from the AirPlus Portal and transferring it to your systems. Alternatively, we send you the encrypted data by e-mail.
Please refer to the "Electronic Billing landing page" for detailed information.
Administrative users can activate electronic billing data deliveries when creating a new framework.
This can be done either by adding the new framework to an existing electronic billing profile (Electronic Data Interchange (EDI) respective DTN number) or by creating a new electronic billing profile.
For electronic billing data delivery, you can define the billing data format and daily transaction data you would like to receive.
If necessary, an additional entry such as a reference number must be entered.
If you request a new profile for electronic billing in the framework order form, the new DTN number will be displayed after in the "Electronic Billing" tab.
Previously ordered electronic billing data deliveries can be viewed or changed at any time in the order form in the ‘Frameworks’ tab.
In the tab "Electronic Billing" as well as under "Documents" you will find a guide for electronic billing.
If you're unable to create or add an electronic billing sending way, please contact our customer service via our webform.
Daily datasets (transaction data):
• ATX
• ATXplus
• CDF3
• DailyFlex
Datasets at the time of invoicing (statement data):
• CSV
• XML
• EDIFACT
• LARS
• ATXCollect
• PDF (Please note: PDF does not support digital signature)
Please refer to the
"Electronic Billing landing page"
for detailed descriptions of the file formats.
You have access to your electronic billing files from the time they are uploaded to the Portal for a minimum of 12 months. You can download the files individually or in bulk.
Already downloaded files are marked with a gray download icon but can be downloaded multiple times.
Please contact our customer service via our webform.
Data Quality
Please contact our customer service via our webform.
Company Data Changes
Please contact our customer service via our webform and be pepared that we will come back to you and ask for the commercial register of your company. Please have the document at hand.
Please contact our customer service via our webform.
Please contact our customer service via our webform.
Please contact our customer service via our webform and be pepared that we will come back to you and ask for the commercial register of your company. Please have the document at hand.
Please contact our customer service via our webform with information about your new Travel Agency (name & details about your contact person).
Please contact our customer service via our webform.
Contract
You will find some general information regarding your products & contracts in the section "Important Documents" in your AirPlus Portal.
If some more detailed information is needed, please contact our customer service via our webform.
If you want to apply for an additional product | feature or if you want to change the features of an existing product, please contact our customer service via our webform.
Most of the AirPlus products can be temporarily blocked, initiating the process through the AirPlus Portal.
Once you select the item you want to temporarily block (either a card, an account or a framework), you can easily initiate the process by clicking on the three dots displayed on the right hand-side of the selected item.
If you want to permanently block an account/ framework/ contract or card, please contact our customer service via our webform.
Please contact our customer service via our webform.
Please contact our customer service via our webform.
