No - but they need to follow the link. Consumers receive an SMS with a link to claim their refund. If they do not already have the Monyx Wallet app, the link guides them to download it and create an account. The virtual card credit is only applied once they complete that step.

Yes. Monyx Wallet must be enabled on your operator account before you can use any of the tools in this hub. If you cannot see the Monyx Refund or Campaign options under your Consumers menu, contact your Nayax distributor to enable Monyx Wallet for your account.

Yes. Multiple punch card or discount campaigns can be active simultaneously.

Each campaign has its own scope settings, you can target specific machines, sub-operators, or time periods. See the Campaign guide for configuration details.

Monyx Refund creates a new virtual prepaid card and sends it to the consumer via SMS link. It is used to compensate for a specific incident. Prepaid Revalue adds credit to an existing prepaid card. It is part of the regular top-up workflow, not a compensation mechanism.

Feedback submitted through the Monyx Wallet app appears in the Last Alerts log on the machine page in Nayax Core. Filter by Monyx Wallet event codes (5000-5011) to see only app-submitted feedback. See How to Receive Feedback Using Monyx Wallet for the full workflow.

After submitting a refund, a green confirmation message appears at the top of the page confirming Text message was sent to the consumer's mobile number. All issued refunds are also recorded in the Refund History table at the bottom of the Monyx Refund page.

Ensure your Nayax Core account has Administration access at the Operator level, not just Machine level. If access is correct, confirm with your Nayax account manager that Monyx Wallet is activated on your contract.

Check that the machine has been set to idle mode in Nayax Core. If idle mode is set and the QR still does not display, confirm the machine is active and connected, and that the QR sticker activation was completed successfully in MoMa.

Verify that Monyx Balance is listed as an active payment method at the Operator level in Nayax Core. Also confirm the machine is set to Active status.

If payment fails at the transaction step, ask the consumer to check their Monyx Wallet balance a top-up may be required first. 

Images may take a few minutes to propagate. Confirm the image was saved successfully in Operations > Machines > General Information >  Machine Pictures.

Check that the file format is supported (JPG or PNG recommended) and that the file size is within limits.

Automatic card creation must be enabled separately. In Nayax Core, navigate to the machine page and confirm that Automatic Card Creation is toggled on.

If you want this at the Operator level, the setting is available in the prepaid card configuration. See the Nayax Prepaid setup for full steps.