Having trouble using the Airwallex mobile app on your iPhone, iPad, or Android device? Follow the steps below to resolve common login, loading, card, payment, notification, and app-performance issues.
The Airwallex app is available from the Apple App Store and Google Play Store. Some features may vary by operating system, country or region, account permissions, and product availability. If a feature is available in the web app but not in the mobile app, it may not yet be supported on your device or account.
Before you start
- Check that you have a stable Wi-Fi or mobile data connection.
- Confirm that you are using the latest version of the Airwallex app and your device’s operating system.
- Make sure you are signing in with the correct Airwallex account, organisation, and entity.
- If possible, sign in to the Airwallex web app. This helps identify whether the issue is limited to the mobile app or affects your account more broadly.
Try these quick fixes first
Complete the following steps in order:
- Force-close the Airwallex app, then open it again.
- Restart your iPhone, iPad, or Android device.
- Update Airwallex from the App Store or Google Play Store.
- Check your internet connection by switching between Wi-Fi and mobile data.
- Check that your device has enough available storage.
- Make sure your device date and time are set automatically.
- Temporarily disable any VPN or network settings that may block the app, then try again.
iOS
- Open the app switcher and swipe up on Airwallex to close it.
- Update Airwallex from the App Store.
- If the issue continues, go to Settings > General > iPhone Storage > Airwallex, then choose Offload App and reinstall it. Offloading removes the app while retaining its documents and data where supported by iOS.
Android
- Open the recent apps screen and swipe away Airwallex.
- Update Airwallex from Google Play.
- Go to Settings > Apps > Airwallex > Storage, then choose Clear cache. Menu names may vary by device manufacturer.
- If you choose Clear data or uninstall the app, you will need to sign in again.
If you cannot log in
- Check that your email address, phone number, password, and 2FA details are correct. If your browser has saved an old password, reset your password through the web app and try again.
- When signing in on a new phone, complete device verification using the email sent to your registered email address. The verification link is valid for one hour; if it expires, return to the app and resend it.
- Check your spam or junk folder if the verification email does not arrive.
- If you still have your old trusted phone, approve the new-device request there (If the push notification is not received, try logging off and logging in again). If you no longer have access to it, use Can’t access your other device? in the app and follow the email-verification steps.
- Do not approve an unexpected device-verification request. Secure your account and contact support if you did not initiate it.
For more information, see Verifying your mobile device.
If the app is blank, stuck loading, or keeps crashing
- Force close and reopen the app, then restart your device.
- Install any available app or operating-system updates.
- Try a different network and check whether the web app works.
- Check that Airwallex has the permissions it needs, such as notifications, camera, photos, files, or biometrics.
- Reinstall or offload the app, then sign in again.
If the web app works but the mobile app does not, include this detail when contacting support.
If cards or card transactions are missing
- Confirm that you are looking at the correct organisation, entity, and card view.
- Check whether you can see the same cards in the web app.
- Ask your administrator to confirm that you have the required card, wallet, or expense permissions.
- If the card is new, confirm that it has been activated. You can activate an eligible physical card in the mobile app or from Cards in the web app. See How do I activate my new physical card?.
- If the card is frozen, cancelled, expired, or replaced, follow the status shown in Airwallex and contact your administrator if necessary.
If cards appear in the web app but not in the mobile app after troubleshooting, report it as a mobile-app issue and include a screenshot of the affected screen.
If Apple Pay or Google Pay is not working
- Confirm that the card is eligible and active.
- Make sure your device is supported, updated, and has a screen lock or biometric security enabled where required.
- Remove the card from an old device if you may have reached the wallet’s device limit.
- Follow the verification prompts shown by Apple Wallet or Google Wallet.
- If Apple Pay shows “Card Not Added – Contact Your Issuer”, follow the instructions in How do I use my Airwallex card with Apple Pay? and contact the support team shown in the app or on your card if verification is required.
If your phone is lost or stolen, remove cards from the device using your Apple or Google account where possible, and freeze affected cards in Airwallex or contact support immediately.
If notifications, camera, or receipt uploads do not work
- Enable Airwallex notifications in your device settings.
- For receipts or identity checks, allow access to the camera, photos, files, or microphone if prompted.
- Check that your device is not in Do Not Disturb, Focus, battery-saver, or restricted-background-data mode.
- For expenses, check the relevant filters and status in Expenses > Card expenses. Missing permissions, receipts, or required fields can prevent an expense from appearing or being submitted. See Team Guide: Submitting Expenses.
Contact support
If the issue continues, contact Airwallex Support through the in-app chatbot or web app and provide:
- A short description of what is not working
- Whether you use iOS or Android
- Your device model, operating-system version, and Airwallex app version
- The affected page or feature, such as Cards, Wallet, Expenses, login, or notifications
- The exact error message and when the issue started
- Whether the web app works
- A screenshot or screen recording, if available
Do not share your password, full card number, CVV, 2FA code, or recovery codes.