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How to Use MoMa on a Route Visit

Use the MoMa app to manage the full route visit workflow locate machines, review alerts and analytics, service with a picklist or respond to alerts, process refunds, and log the visit.

General

Automated & Self Service Solutions â€ē MoMa
Automated & Self Service Solutions â€ē MoMa

How to Use MoMa on a Route Visit

A full walkthrough of a machine visit using the MoMa app, from locating your machine and reviewing stock to servicing it, resolving alerts, and closing the visit. Covers both pre-planned routes and reactive, alert-driven stops.

Operators and Field Technicians
MoMa App
Prerequisites

Before You Start

  • MoMa is installed on your iOS or Android device and you are logged in with your Nayax account credentials.
  • The machine you are visiting is assigned to your operator in Nayax Core and visible in your MoMa Machines list.
  • You have an active internet connection on your device.
  • For picklist-based visits: a picklist has been generated in advance - either in MoMa (via the FAB button) or in Nayax Core (Operations > Inventory Dashboard).
  • For refund or receipt actions: you have refund submission or approval permissions on the relevant machine. If buttons are missing, contact your Nayax account administrator.
ℹī¸
Two visit types, one workflow: This guide covers both a pre-planned route visit (you know which machines you are visiting and have a picklist ready) and a reactive alert-driven visit (you are responding to a specific alert or customer complaint). Parts 1, 2, and 4 apply to both. Part 3 splits by visit type.
Part 1 of 4

Arrive and Locate the Machine

  1.  

    Open the MoMa app and tap Machines in the bottom navigation bar.

  2.  

    Locate your machine using one of the following methods:

    • Search: Tap the magnifying glass icon and search by machine ID, machine name, or operator name.
    • Map view: Switch to Map view to see machines near your current location. Tap any machine pin to open it.
    • QR scan: If you are standing in front of the machine, tap the yellow FAB button and select the QR code icon to scan the Monyx sticker.
    💡
    Tip: QR scan is the fastest method when you are physically at the machine. It opens the machine directly without searching.
  3.  

    Tap the machine to open its detail screen. Check the machine status indicator at the top of the screen - it should show Online. If it shows Offline, pull down to refresh. An offline status may indicate a connectivity issue that needs investigation before servicing.

Part 2 of 4

Assess the Machine Before Servicing

Before opening the machine or taking any action, use MoMa to get a full picture of its current state.

  1.  

    On the machine screen, review the KPI row at the top. Check sales figures, alert count, and connectivity status at a glance. Active alerts are also displayed directly in the Machine Overview screen, along with the time each alert was triggered.

    💡
    Want the full alert detail? Tap the Last Alerts tab to view the latest events and alerts with complete information. Some alerts also include an explanation of the underlying cause.
  2.  

    Tap the Analytics tab to check the machine's last activity timestamps:

    • Last cash transaction - confirms the cash mechanism is working
    • Last cashless transaction - confirms the payment device is active
    • Last heartbeat received - confirms the machine is communicating

    If any of these are unexpectedly old, it may indicate an issue with one of the machine's components before you even open the door.

    ℹī¸
    For deeper investigation: The Logs tab provides detailed event history and is the most useful tool for diagnosing serious or recurring issues that aren't explained by the alert summary alone.
  3.  

    Tap the Last Sales tab to review recent transactions. Look for any Refund Requested or Settled transactions that may require action from a customer complaint.

  4.  

    Tap the Product Map tab to check current stock levels. This tells you what is low, what is empty, and confirms whether the picklist you prepared matches actual on-machine stock.

    ⚠ī¸
    Note: Stock levels in MoMa reflect what was last updated - either manually or after a visit. If the machine has not been updated recently, treat the picklist as an estimate and do a physical stock check when you open the machine.
Part 3 of 4

Service the Machine

Expand the section that matches your visit type. Both can apply to the same visit.

Option A Pre-Planned Route Visit

Which picklist workflow are you using?

Predictive Picklist

You generate the picklist before leaving and prepare the exact products in your vehicle in advance. When you arrive at the machine, you only bring in what is already packed - no need to bring the full inventory.

On-Site Picklist

You bring the full inventory in your vehicle. Once you arrive at the machine, you generate the picklist based on its current stock and take only the products that are actually needed at that moment.

 

Tap the yellow FAB button at the bottom of the machine screen, select More Actions, then tap View Picklist to open the picklist you prepared before leaving.

💡
No picklist yet? Tap Create Picklist from the same More Actions menu to generate one on the spot. Set the minimum pick quantity and confirm.
 

Review the picklist quantities. Tap the pencil icon at the top of the picklist screen if you need to adjust any pick quantity based on what you physically see in the machine.

 

Open the machine physically and fill each bin according to the picklist. Work top-to-bottom, row-by-row, to avoid errors.

 

If a product bin has a different product than expected, tap that product in the Product Map tab and tap the two-arrow button next to the product name to switch it to the correct product.

 

Once the machine is filled, return to MoMa and update stock levels in the Product Map tab to reflect what you filled. This keeps MoMa data accurate for the next visit.

Option B Alert-Driven Visit
ℹī¸
Alert-driven visits are triggered by a push notification (low stock, machine offline, communication error) or a customer complaint. Expand the relevant scenario below.
Scenario A: Machine Alert
  1.  

    Tap the Alerts tab on the machine screen. Tap the relevant alert to see its detail - note the alert type, threshold, and time it triggered.

  2.  

    Address the underlying cause physically at the machine (for example, fill a low-stock bin, restore power, fix a connectivity issue).

  3.  

    Once the issue is resolved, return to the Alerts tab in MoMa. Pull down to refresh - the alert should clear automatically once the condition is no longer met. If it does not clear, swipe the alert left and tap Dismiss.

Scenario B: Customer Refund Request
  1.  

    Tap the Last Sales tab and locate the transaction. Use Filters to narrow by date, or search by the last four digits of the card used or the product name.

  2.  

    Confirm the transaction status is Settled. Only Settled transactions are eligible for refunds.

    ⚠ī¸
    Note: If the transaction shows as Pending, wait for it to settle before processing a refund. Pending transactions are not yet eligible.
  3.  

    Tap the transaction to open it, then tap Request Refund. Choose Full Refund or Partial Refund, enter the amount if partial, and confirm.

  4.  

    A user with refund approval permissions must then approve the request. Tap Approve Refund when the status shows Refund Requested. The customer will receive the refund within 4 business days.

  5.  

    To send a receipt, tap the transaction, then tap Generate Receipt and enter the customer's email address.

Part 4 of 4

Close the Visit

Before moving to the next machine, complete these steps to keep your records accurate.

  1.  

    Tap the yellow FAB button on the machine screen, select More Actions, then tap Update Visit. This records the current date and time of the visit automatically. Select the visit type (fill picklist, fill machine, cash collection, or other) and confirm.

  2.  

    Do a final check on the Alerts tab - confirm any alerts triggered before your visit have cleared. If any remain, note them for follow-up.

  3.  

    Close and lock the machine physically. Move to your next machine on the route.

    💡
    Tip: Switch to Map view on the Machines screen to see your next closest machine and plan the most efficient route to it.
Outcome

Result

✅

Visit complete

The machine has been located, assessed, serviced, and logged. Stock levels are updated in MoMa, any active alerts have been cleared or noted, refunds have been submitted and approved where needed, and the visit record is saved. Your data in MoMa and Nayax Core is in sync and ready for reporting.

Quick reference: what MoMa covers on a visit

Action Where in MoMa Visit type
Locate machine via QR scan or map FAB button / Map view Both
Check active alerts and trigger times Machine Overview screen Both
View full alert detail and explanations Machine screen > Last Alerts tab Both
Check last transaction and heartbeat timestamps Machine screen > Analytics tab Both
Deep diagnostic investigation Machine screen > Logs tab Both
Review stock levels Machine screen > Product Map tab Both
View and adjust picklist FAB > More Actions > View Picklist Pre-planned
Create on-site picklist FAB > More Actions > Create Picklist On-site
Switch product in a bin Product Map > tap product > two-arrow button Both
Process a refund Last Sales > tap transaction > Request Refund Alert-driven
Send a receipt Last Sales > tap transaction > Generate Receipt Alert-driven
Log the visit FAB > More Actions > Update Visit Both
Help

Troubleshooting

The machine shows as Offline when I arrive.
Pull down to refresh on the machine screen. Offline reflects the last known communication state. If the machine is running but showed Offline before your visit, it may have had a temporary connectivity issue. Check the machine's SIM card or Wi-Fi connection physically. If the machine is genuinely offline, check for power issues and review the alert log for communication-related alerts.
The picklist does not match what I see in the machine.
The picklist is generated from the last recorded stock levels in MoMa. If the machine was not updated after the previous visit, stock figures may be outdated. Always do a physical check when in doubt. Adjust quantities directly in the picklist by tapping the pencil icon before you begin filling. After the visit, update stock levels in the Product Map tab so the next picklist is accurate.
The Request Refund button is not visible on a transaction.
The Request Refund button only appears on transactions with a Settled status. If the transaction is still Pending, wait for it to settle and try again. If the transaction is Settled but the button is still missing, your account does not have refund submission permissions for this machine. Contact your Nayax account administrator to adjust your role.
An alert did not clear after I resolved the issue on-site.
Pull down to refresh the Alerts tab. Threshold-based alerts clear automatically once the condition is no longer met - this may take a few minutes to sync. If the alert persists, swipe it left and tap Dismiss, or open the alert detail and dismiss it from there. If the same alert keeps returning, review the threshold settings under Settings > Alert Thresholds on the machine screen.
I cannot find the machine in my Machines list.
Confirm the machine is assigned to an operator your MoMa account has access to. Pull down to refresh the list. Try searching by the exact machine ID or name as configured in Nayax Core. If the machine was recently added or transferred to a different operator, it may not yet appear. Contact your Nayax account administrator.
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