FAQ

1. Can I use the app if I do not have an AITÄH card?

Yes – when you create an account through the Maxima app, you also join our AITÄH loyalty programme and get a virtual AITÄH card, found conveniently in your app. In line with our environmentally sustainable approach, we recommend creating a digital AITÄH card, which has all the same features as a plastic AITÄH card.

2. Can I use my existing plastic AITÄH card in the app?

Yes. If you download the app and create an account, you can link your existing plastic card to the app. To do this, you will need to scan the barcode of your plastic card when you create the account in the app. Please note! There can only be one AITÄH card in the app at a time.

3. Why is my app not working?

Check that your phone has Wi-Fi or mobile data turned on. In addition, check whether the app is up to date. If you still cannot get the app to work, please send us feedback.

4. Who do I contact if I need help or my app does not work?

Shake your phone and fill in the feedback form. You can also go to the ‘More’ column in the app, select ‘Help and feedback’, and fill in the questionnaire or call the free helpline at 800 2121 (Monday to Friday, 8 a.m. to 5 p.m.).

5. Is it safe to use the Maxima Estonian mobile app?

Yes, using the MAXIMA mobile app is safe because:

• you have the option to use a security code or fingerprint;

• payment card data is encrypted.

6. What is location tracking used for?

Location tracking is necessary so that when you use the Scan&Go feature, we can identify which store you are using the app in and automatically confirm the store in your app.

7. What is the camera function used for?

Camera use is necessary for the Scan&Go feature which enables you to scan products bar cor code with phone camera or scan QR-code for activating cashier point for payment. 

8. Why cannot I scan a QR code or barcode?

In the phone settings, you must allow the app to use the camera.

If you have allowed the app to use the camera, but QR code scanning is not possible, check your screen brightness setting and increase it to 100%.

9. How do I add a security code to open the app securely?

If you want, you can add a security code that is requested when you open the app. You can add or remove the code by clicking on ‘More’ -> ‘Settings’ -> ‘App security code’ -> ‘Use when opening the app’. You can also use biometrics for opening the app. You can activate it from the same place.

10. What happens if I forget my security code or accidentally block the app?

If you have entered the wrong security code several times in a row, you will not be able to use the app for 10 minutes. After this time, try entering the security code again.

If you have forgotten your security code, you can use the ‘Forgot security code’ reminder feature found in the security code entry window.

1. Can I get all the benefits of the AITÄH card using the app?

Yes, the virtual AITÄH card and the physical AITÄH card work in the same way.

2. Do I collect MAXIMA money when I use the app to shop?

Yes, you collect money under the same conditions as with a plastic card. You can use the MAXIMA money in your account under the same conditions as with a plastic card. When paying, select the ‘MAXIMA money’ payment method in the app. You can also conveniently track your MAXIMA balance from the home page of the app.

3. How can I personalise my app?

In order to personalise the app, you need to authenticate your AITÄH account with an ID solution. To do this, log out of the app and log back in with Smart-ID or Mobile-ID. This personalises your AITÄH account.

4. How can I activate the birthday discount?

Select ‘More’ from the menu in the app, then ‘Settings’, and find ‘Direct marketing announcements’ in the list. Activate the birthday discount option, which will give you a 10% discount coupon (valid from 3 days before your birthday until 3 days after it). You can remove the offer in the same way.

5. How can I activate or deactivate the option to receive promotional offers?

Select ‘More’ from the menu in the app, then ‘Settings’, and find ‘Direct marketing announcements’ in the list. Direct marketing announcements are, for example, the newsletters we send out each week, where we highlight the best current offers and share information about ongoing promotions. You can activate or deactivate the receipt of direct marketing announcements at any time. If you activate the receipt of these announcements, we will also ask you to select a communication channel. For example, to receive newsletters, you must have an activated email channel.

1. How can I use the app in stores?

a. If you want to use the app as a scanner, open the app when you enter the store and click the ‘Scan&Go’ button. Then confirm the location of the store and start shopping.

b. If you want to use the digital AITÄH card, make your purchases as usual, open the app at the checkout, and scan the QR code on the checkout screen to activate your AITÄH card.

2. How can I add and remove products?

To add a product, click on the ‘Add product’ button and scan the EAN of the product you want to add to your shopping cart. If you want to remove an item from your shopping cart, click on the ‘Remove item’ button and the last item scanned will be removed. If you want to remove a previously added product, click on the ‘Remove item’ button and scan the EAN of the product you want to remove. To complete your purchase, press ‘Finish’ and proceed to the self-service or regular checkout.

3. Where can I pay for my purchases when scanning products with the app?

You can pay either with the app or at a self-service or regular checkout. At a regular checkout, tell the cashier that you want to pay for your app purchases. At a self-service checkout, scan the QR code on the cash register. Your entire shopping cart will then be displayed. Follow the on-screen instructions and choose a suitable payment solution.

1. How can I park my car for free with the Maxima app?

To use the parking feature, you need to add your number plate to the app and open the ‘Scan&Go’ feature in the app. To add the number plate, go to ‘More’, then ‘Settings’ and finally ‘Automatic parking’. Here, you can add your car and number plate.

Once the car has been added to the app, the app will find the correct address of the car park after you click ‘Scan&Go’, and the parking will be done automatically. The time limit for free parking can be found in the parking conditions of the respective EuroPark zone.

2. How do I know if my car is parked?

If you have chosen the ‘Scan&Go’ function when you enter the store, you will get a notification that a car with your number plate has been parked.

3. Which stores offer free parking with the app?

Users of the Maxima app will be able to park their vehicle free of charge at the following stores (time limit varies between car parks):

• Maxima XXX, 148 Ehitajate Road, Tallinn

• Maxima XXX, 57 Linnamäe Road, Tallinn

• Maxima XX, 57 Paepargi Street, Tallinn

• Maxima XX, 9 Smuuli Street, Tallinn

• Maxima XX, 75/77 Vilde Road, Tallinn

• Maxima XX, 46 Õismäe Road, Tallinn

• Maxima X, 88 Õismäe Road, Tallinn

• Maxima X, 16 Kiili Street, Tallinn

Please note! Start parking while you are in/near your car, before you go to the store! This way, you can be sure that parking has started on time.

1. Why add a bank card to the app and how to do it?

Kui pangakaart on lisatud äppi, siis saad äpiga ka tasuda ning sul ei ole vaja füüsilist pangakaarti kaasas kanda. Saad kaardi lisada äppi, kui valid menüüst „Rohkem“ ja seejärel „Rahakott“. Seal on sul võimalik lisada äppi nii krediit- kui ka deebetkaart, lisades uue makseviisi.

2. How do I add a gift card to my app?

You can add a card to your app by selecting ‘More’ from the menu, then ‘Wallet’. In addition to bank cards, you can also add gift cards. To do this, scan the barcode of the gift card. This way, you will always have the gift card with you.

3. Can I add more than one payment card to the app?

No, only one bank card can be connected to the app.

4. Why do I have to add a security code for a bank card?

The security code is mandatory when a payment card is added to your phone. Without knowing the security code, you cannot confirm the payment.

5. What happens if I forget my security code or accidentally block the app?
If you have forgotten your security code, you can use the ‘Forgot security code’ reminder feature found in the security code entry window.

6. Why cannot I add a bank card to the app?

a) Your card does not have secure internet payments enabled. Check that your card has secure internet payments enabled or update them, i.e. turn them off and on again. You can do this in your online bank.

(b) The country who has issued the card is not one of the three Baltic States.

c) The card does not meet the security requirements.

d) The card is not valid.

7. Why cannot I scan my payment card in the app?

Check that your card number is printed in embossed lettering. If not, enter the card details manually.

8. Why cannot I see my bank card even though I added it to the app?

If your card is not shown in the ‘Wallet’ column, exit the app by clicking on ‘More > My AITÄH profile > Log out’ and then log in again. After logging in, you should see your card in the ‘Wallet’ column.

1. How can I use the app to pay for my purchases?

In order to use the app as a payment method, you must first add your bank card to the app. To do this, read the previous chapter ‘ADDING A BANK CARD AND A GIFT CARD TO THE APP’ for instructions.

2. Which goods cannot be paid for with the app?

Third-party services, lottery tickets, event tickets, and gift cards. For a detailed list, see the terms and conditions of the mobile app (‘More’ -> ‘Terms of use’ -> ‘App Terms of Use’).

3. What should I do if the app displays the message ‘Server is not available at the moment’ during payment?

This means there is a system issue that prevents the app from working properly. In this case, turn off the app completely, i.e. do not let the app run in the background, and then turn it back on. If this happens again, choose another payment method and try the app later.

4. Why does my app not work after I make a purchase at the checkout?

• When the payment transaction is completed, you must check whether the successful payment transaction window is closed in the ‘Checkout’ view;

• click ‘Cancel’ on the screen and all functions will start working properly again;

• log out of the app and then log back in. The functions should then work. If not, report the problem by sending an email to klienditugi@maxima.ee.

5. What should I do if I see ‘Mobile payment’ crossed out with a red X when selecting a payment method in the self-service checkout?

You have not added a payment card to your app, meaning you cannot pay with the app. If you want to pay with the app, add your payment card to it in the ‘Wallet’ view of the app

6. If I received an error message when making a payment using the app, how can I make sure that the payment was made correctly and the money was not deducted twice?

If a receipt was not printed at the checkout or is not visible in the app, the payment has not been made and the money has not been deducted from your account. If the money was deducted twice, please contact our helpline by calling 800 2121 or sending an email to klienditugi@maxima.ee.

7. I do not want my phone screen to turn off when I am paying at the checkout.

Adjust the display settings on your phone (auto-lock and ‘always on display’).

1. How can I view digital receipts?

Select ‘Purchases’ from the app menu to see a history of your purchases.

2. How to activate digital receipts?

In order for your receipts to be saved in your AITÄH account and be visible both in the app and in the online self-service, the digital receipt storage feature must be activated. You can do this by clicking on ‘More’ in the app menu, then ‘Settings’, and finally ‘Digital receipt’ and ‘Enable digital receipt’. There, you need to activate digital receipts. You can also activate the sending of digital receipts by email there.

3. Why is the MAXIMA money balance shown on the receipt different from the one shown in the mobile app?

The data is refreshed in the mobile app every 30–35 minutes – simply check back later.

4. Why is the receipt not shown in the app even though I used the app for the purchase?

You need to make sure that digital receipts are enabled in the app.