General questions and answers
About your card
How do I activate my new card?
You can activate your card in the app or by logging in. Once you have activated your card, you are ready to use it online.
It is possible to add the card to Apple Pay/Samsung Pay without activating the card.
In order to activate the contactless function, you must make a purchase using the chip and pin after activating the card in the app or when you've logged in.
My card will expire soon, what should I do?
You will find the expiry date of your card below the card number. The first two digits indicate the month and the two last digits indicate the year of expiry. The card is valid for the entire month stated on the card.
A new card will be issued automatically and will be received during the month stated on your card. The PIN will remain the same.
Remember that you must activate your new card.
Where is my AirPlus card accepted?
AirPlus is part of the Mastercard network. This means that your card is welcomed anywhere that accepts Mastercard.
What is Mastercard Identity Check?
Mastercard Identity Check is a global security service which many online retailers use for making online payments more secure. When shopping online, you must approve your purchase via the AirPlus app.
Which digital wallets does AirPlus support?
You can add your card to the following wallets:
- Apple Pay
- Samsung Pay
- Fitbit Pay
- Fidesmo Pay
- Garmin Pay
- Mi Pay
- SwatchPAY!
What is my credit limit on the card?
AirPlus Corporate is a versatile credit card with a flexible upper limit
However, for security reasons, all our cards have certain security parameters. These parameters are determined by the amount, the way the purchase is made, and other factors. For larger purchases, we want to ensure there is no misuse.
If you are planning to make a purchase that exceeds your usual spending, please feel free to contact our customer service at the number below.
Please note that a corporate card may also have a spending limit set by the company. For more information on this limit, please contact the card administrator at your workplace.
How do I cancel my card?
In order to cancel your card, you must contact your administrator within the company and ask them to cancel the card.
If your administrator is not able to help, you are welcome to send us a secure message after logging into the AirPlus app or on the website.
How do I approve an online purchase?
You can easily approve online purchases in the AirPlus app.
Once you have entered the payment information on the website and are asked to approve the purchase, then you:
- Log into the app
- Confirm the purchase
- Go back to the merchant's website to complete the purchase
You can log into the app using your customer ID and a one-time password. After the first log in you can change the option to biometric log in, meaning you can log in with Face ID or Touch ID to easily approve online purchases in the future.
Where can I view my PIN?
It is not possible to view your PIN online.
If you do not remember your PIN you must contact your administrator or Customer Services.
My PIN code is locked. What can I do?
If you have forgotten your PIN or you need to reset incorrect attempts, you do not need to order a new card. Instead you can contact our Customer Service by sending a secure message from the AirPlus app or on the website.
Please note that for security reasons we will not be able to inform you of your PIN code, however, we can order a reprint of your PIN code to be sent to your home address or we can reset the incorrect PIN attempts.
Why is the AirPlus app important?
You will need the AirPlus app in order to maximise the benefits of your card.
The app is needed in order to approve online purchases.
As well as this you will also be able to track your spending, see transactions for the past 36 months and update your personal information.
You can download the app here.
What is a customer ID and where can I find it?
Your customer ID is your personal identification and is a 7-digit number.
You need this number in order to log into the AirPlus app or here on the website.
It has been sent to you in a letter when the account was initially created. If you have not received the number or have lost it please contact your administrator within your company. If the administrator is not able to help, please feel free to call our Customer Service and they will assist you.
How do I update my personal information?
You are able to update your mobile number and email by yourself, either in the AirPlus app or on the website.
If you need to update your address or name you will need to send a secure message to our Customer Service with the updated information.
Registration for the Freja eID app
What is Freda eID?
Freja eID is a free, government-approved e-ID solution that allows individuals to securely identify themselves online, even without a Nordic Social Security Number (SSN).
It is certified under the European Union’s eIDAS regulation, it ensures reliable online security and identity verification within the EU.
You can read more about Freja eID here
Read more about eIDA here
How should I sign up for Freja eID?
To sign up for Freja eID, you must first download the Freja eID app.
You will need to have your biometric passport ready during the onboarding process.
- Enter your email. It is important that you use the same email as registered with AirPlus Corporate.
- Create a 6-digit PIN code. This is one you will need to remember.
- Take a picture of yourself in the Freja eID app.
- Scan your biometric passport in the Freja eID app.
- Submit data and await verification from Freja eID.
You will receive an email from Freja eID once the verification has been done, after which you will be able to log into the AirPlus app using Freja eID.
You can watch a video of the onboarding process here.
Why do I need to sign up for Freja eID?
Freja eID allows us to give our customers without a Nordic social security number an enhanced authentication method and ensures compliance with the EU's regulation on Strong Customer Authentication (SCA).
This means you will have a more secure method to log into the app and verify your purchases online.
I don't have a biometric passport, what should I do?
If you do not have a biometric passport, you will not be able to sign up for Freja eID.
You will be able to continue logging in to the AirPlus app with SMS one-time password.
If you have been asked to verify your identity with Freja eID and you are not able to do so, you will need to send us a copy of your Photo ID using a form.
You can download the form here (pdf)
If you need any further assistance, please feel free to contact Customer Service at one of the number below:
English +46 8 14 68 38
French + 46 8 14 68 51
German + 49 69 258 31 00
Spanish + 46 8 14 68 39
If I have problems signing up for Freja eID, who do I call?
If a problem arises during the sign-up process in the Freja eID app, you will need to go to the support page of Freja here.
If you encounter a problem when logging into the AirPlus app with Freja eID, you should call Customer Services.
If you have an error code, make sure to copy this then we can better help you.
I am waiting for verification from Freja eID in order to complete the sign-up. How long does it take?
The verification from Freja eID is done manually.
The Freja eID Security team performs checks on weekdays between 08:00-22:00 CET. On weekends, the rate is reduced, and the wait may be a little longer. However, the checks are still completed during the weekend.
You will receive a notification in the Freja eID app once the process has been completed.
Should Freja eID app be installed on the same phone as my AirPlus app?
Yes, it will need to be downloaded on the same phone.
How do I log into the AirPlus app with freja eID?
Once you have signed up for Freja eID, you will be able to use it to log into the AirPlus app.
When you are on the login page, select Freja eID as the login method.
- You will automatically be taken to the Freja eID app.
- Log into the Freja eID app with either biometrics or your 6-digit PIN code.
- Return to the AirPlus app.
After you have logged into the AirPlus app for the first time with Freja eID, you will be able to set up biometric login solutions, allowing you to log into the AirPlus app with face or touch ID.
Does Freja eID work on all mobile phones?
The Freja eID app works on most newer smartphones. The phone needs to have a feature for NFC reading and a functioning back camera. Also, the following operating system requirements apply:
- For Apple, you need to have iOS 13.
- For Android, you need to have version 8.0.
- For Huawei, you need to have version 8.0.
I have multiple cards, can I still use Freja eID?
Unfortunately if you have more than one AirPlus card registered in your name it is not possible to use Freja eID, you can continue to log in using the one-time password.
I do not see Freja as a login option when loggin into the AirPlus app. What should I do?
If you have set up biometrics, you will need to change the login method.
Once you have pressed "Log in" you should see Freja ID as an option. If you do not, please check that you have the latest version of our AirPlus app.
Invoicing
How can I view my invoices?
You can view your invoice history, payment information, and payment status in the app and by logging in. Invoices for the past 12 months are available.
If the company has opted for centralized billing, meaning that all cardholder purchases are consolidated on one invoice, you will not be able to see your invoices, they are sent directly to the company.
When will I receive my invoice?
AirPlus has a number of different billing cycles depending on the payment terms selected by your company. Please contact the administrator within your company or Customer Service to find out about your cut-off date.
If your administrator is not able to help, please send us a secure message from the AirPlus app.
Where can I see the receipts for my purchases?
All of your receipts for purchases are saved by the merchant, but not by AirPlus. However, it is possible for you to take a picture of your receipt in the app, in order to store it for later use.
Please note that the pictures of your receipts are not automatically sent to your company, they are only visible to you, but can be forwarded from the app.
How do I pay my invoice?
The information needed to make a payment to your account is listed on your invoice. You will find both Iban and Swift, as well as the reference number needed for the payment.
Please note that if you are paying in GBP you will find the sorting code and account number at the bottom of your invoice. Payment reference is at the top.
Always remember the payment reference when paying your invoice.
Can my invoices be set up for automatic payment?
If you are invoiced in EUR you have the option of signing up for SEPA Direct Debit. This is a European payment service and for this reason only available in the Eurozone.
You can read more about SEPA Direct Debit here
Please note that you must pay invoices manually until you see the automatic withdrawel from your bank account. We cannot draw payment for past invoices, only invoices issued after the agreement has been set up.
The questions in this section only applies customers who have invoicing with individual billing in Euro and Polish Zloty
Why is the invoice design changed?
To give a better overview of total balance, spending and payment information.
What are the main differences between the old and the new design?
The previous design is transaction-based and displays only transactions and payments from the previous billing period. The new, improved design provides a better understanding of the overall picture for you as a customer, including elements such as unpaid invoices.
Which customers are affected by the invoice layout change?
Cardholders with individual invoiced AirPlus Corporate in Euro and Polish Zloty.
Will the design change for other products too?
We are reviewing the various invoice designs and continuously assessing the possibility for changes and improvements. It is likely that we will make changes to several products in the future.
Where can I find the payment information?
In the colored fields on the top of the invoice.
Are there any changes in the payment information?
No, there are no changes. Same payment information as before.
I have SEPA Direct Debit, is this affected?
No, not affected. Still valid.
In the section “Overdue invoice” there is a reference to customers with SEPA Direct Debit. Will I get interest for late payment if I leave the total outstanding amount for the next SEPA Direct Debit withdrawal?
Yes, for all unpaid invoices there will always be charged overdue interest regardless of how you pay (manually or by SEPA Direct Debit). If you have direct debit and unpaid invoices at the same time, it is likely due to insufficient funds in your bank account on due date, and we have been prevented from withdrawing the amount. A manual payment must be made to settle the overdue invoice and stop the calculation of interest. Please check status with your bank!
I can see that I have an overdue invoice, is the amount included in the “Amount due” on top of the invoice?
No, the overdue invoices come in addition to the "amount due" which refers to the current invoice.
On my invoice the "Amount due" is blank (-), but there is an invoice listed in the section “Overdue invoices”. What should I pay?
You must pay the overdue invoice amount.
Block card & dispute
Unauthorised purchases or withdrawals have been made with my card, what should I do?
If you discover an unauthorized transaction it is important that you block your card immediately.
Remember to file a police report if your card has been stolen or lost and attach a copy to your dispute case.
Once you have submitted your dispute, you will receive a confirmation e-mail with a reference number. It is important that you save the reference number if you need to contact us regarding your dispute.
I have a place of purchase in my account statement that I do not recognise, but I recognise the amount. How can that be?
We display the information we receive from the merchant. If you do not recognise an item on your invoice, the reason may be that the store belongs to a larger group or another geographical region. You should therefore always save your receipts to compare these against any amounts on your invoice.
If you feel uncertain, please contact us. If you are caertain that a transaction is unauthorised, please block your card and file a cardholder dispute form.
I have been charged twice for an amount, what should I do?
If you have been charged twice for a service or goods, we ask that you first contact the merchant.
If you do not receive any help from the merchant, you are welcome to dispute the transaction. Your dispute should contain information on who you have contacted, how this contact was made and what the result of this contact was.
Please attach any documentation of the communication with the company, such as e-mails and the contract.
How do I make a dispute over a transaction?
Security
How does AirPlus work with safety?
It is important to us that you feel secure when you use your card. Everyday, millions of card transactions take place in stores and online. It is very rare for anything to go wrong or for a customer to be subject to fraud.
But if something should happen, you should know that as an AirPlus customer, you are always protected against financial losses – as long as you have not been careless with your card.
AirPlus constantly strives to maintain high security. We do this by monitoring abnormal transactions around the clock. We have extensive experience and excellent procedures in place to manage suspected card fraud, and we take swift action to minimise the damage.
What do I do if I lose my card?
If your card is lost, you should block it as soon as possible. Our card blocking service operates 24/7 and can be reched on +46 8 14 68 28.
If you notice that your card has been used to make unauthorized purchases or cash withdrawals, whilst lost you must also file a police report. Please attach the police report to the dispute form.