— APP FAQ —

Questions & Answers


General

What is the avec app and what can I do with it?

The avec app is an app with which you can open the doors of the avec box and/or avec X formats, scan or tap on products and subsequently pay for them.

Where can I download the avec app?

You can download the avec app for your iPhone in the Apple App Store or in the Google Play Store for your Android smartphone.

Does the avec app cost anything?

The avec app is free. When you are on the road with the avec app, mobile data can be used. This may be subject to charges from your mobile network provider, independently of avec. Verify this with your mobile operator.

Can I also use the app even if I don't have an Internet connection?

No, the avec app cannot be used without an active Internet connection. To add new products to your shopping cart and then pay for them, you require an Internet connection.

Do I require special technical requirements to use the avec app?

For guaranteed smooth usage you need at least an iPhone 5s with iOS 11 or an Android device with Android 6 Marshmallow.

Can I change the language of the application?

Yes! The currently supported languages are German, French and English. If your phone is set up to use one of the those languages, the app will automatically conform. If the device language is not jet supported, the app will default to German. If you want to change the app language without changing the primary language, you’ll have to ad one of the supported languages to the list of preferred languages on your device.

On iOS:
Go to your device Settings > General > Language & Region.

  1. Tap Edit
  2. Add the language you want to use to the list. The first supported language from the top of the list will be used in the avec app
  3. Tap Done

On Android:
The process differs quite a bit depending on the device model and OS. A greatly illustrated tutorial can be found here: https://www.wikihow.tech/Change-the-Language-in-Android

Why is there no avec app for Windows Phone?

There are currently no plans to make the avec app available for Windows Phones, too.

 

What are my benefits with the avec app?

With the avec app, you benefit from longer opening hours and personalised products in the avec box and in the avec X format.

I have lost my smartphone. Can the finder use the features in my avec app?

The finder can only access the services in the avec app if you are not logged out. This means that he can place products in the digital shopping cart and pay with the avec app, using the means of payment stored there. Otherwise the app is log-in and password-protected. That's why we recommend logging out after every purchase.

What are the rules for Valora employees using the avec app?

Employees are expressly invited to use the app.

Why does the app sometimes not work at the station?

You probably don't have an Internet connection from your mobile network provider. If your smartphone connects to the SBB WLAN but you don't log in, you're not connected. In this case, you can deactivate WLAN or log in to SBB WLAN.. The avec app cannot be used without an active internet connection. To add new products to your shopping cart and then pay for them, you require an Internet connection. In case of malfunctions in the avec app, you can write an e-mail to app@avec.ch or call the avec app hotline: 0041 61 467 2255

 


Rating

What happens when I rate the avec app in the App Store or the Google Play Store?

Your rating of the app helps Valora to constantly improve the avec app and align it to your needs.


Registration

Which data must I provide to use the avec app?

In order to use the avec app, you must provide your current phone number, your personal information (first and last name, date of birth, ID number, expiration date and nationality), a current email address and a valid means of payment. Your details will be treated confidentially, used only for internal purposes and not passed on.

Is there an age limit for using the avec app?

Yes, the use of the avec app is only allowed from the age of 14 years.

Why do I have to enter my telephone number?

Your telephone number is needed for Valora to identify you as a user. The telephone number is stored and is treated confidentially in accordance with the Valora data privacy policies, used only for internal purposes and will not be passed on.

Why do I have to scan my ID or travel document?

By scanning the ID or travel document, we can perform an identity and age check. This is a prerequisite for using the app.

Apart from the avec app, do I also have to register online, in the avec box or in avec X?

No, you must only register in the avec app.

What happens if I don’t get an SMS for verification of my telephone number?

If you do not receive an SMS to verify your telephone number during registration, you can press the "resend code" button below. You should then receive a new SMS with a code.

 


Entering the store

How do I get into the avec box or into avec X?

Entering the store is only possible for registered users using the app. To do this, open your avec app in front of the store and scan the QR code on the display screen next to the entrance door. This way the door is opened.

Can I take persons along in the avec box or in the avec X who accompany me?

Yes, you are allowed to take accompanying persons into the store. Animals are not allowed to enter. Exceptions are companion dogs (e.g. guide dogs).


Purchase

How can I check in if the door is already open?

If the entrance door is already open, you can check in at the display screen in the store. Now you can start shopping.

How do I add products to my digital shopping cart?

You can add products to your digital shopping cart by scanning the barcode on the product or on the price tag in the avec app. To use the scanning function, you have to allow the app access to the camera of your smartphone. Alternatively, wherever digital price tags are available, you can simply hold your smartphone up to the product’s digital price tag to tap the product. The product is recognised via the Near Field Communication (NFC) interface. To use the tapping function, the NFC interface must be activated on your smartphone. In principle, all products you wish to purchase must be scanned and paid for before leaving the store.

How do I activate the NFC interface on my smartphone?

You can activate the NFC interface on your Android Smartphone by following these steps:

  1. Tap the settings on your smartphone.
  2. Open the ‘Wireless and Networks’ section.
  3. Tap on ‘More’ or ‘More settings’.
  4. Now tap the slider next to ‘NFC’.
  5. Alternatively, depending on which Android version is installed, you can also find the NFC slider in the ‘Connected Devices’ section.
  6. The slider turns green. NFC is now activated.
  7. Now the NFC interface of your smartphone is activated.

For Android 8.0 Oreo and newer versions, you can find the NFC switch in the category ‘Connected Devices’ and no longer under ‘Wireless and Networks’.

For iPhone 7 and newer models, NFC is already active without user intervention.

The product barcode cannot be scanned correctly. What can I do?

In this case, please take another product and try to scan it, alternatively you can scan the price tag on the shelf. If this doesn’t help, you can contact our avec app hotline and report the case.

How can I change the number of items in my shopping cart?

You can increase or reduce the number of items by using the - and + buttons.

How can I cancel certain products?

If you want to cancel certain products from your shopping cart, you can swipe to the left on the product field in the shopping cart and thus open the cancellation function. Then tap on the visible button to cancel the product. Please note, however, that tobacco and coffee products cannot be cancelled at our vending machines.

How can I buy tobacco from a tobacco machine?

If you would like to purchase tobacco products in the avec X or in the avec box, scan the QR code on the screen of the tobacco vending machine. This opens the selection of tobacco products on the screen. Then you select your desired product and confirm the selection on the screen by pressing “issue of goods”. The goods will then be issued and added to the digital shopping cart in your app without you having to scan a barcode. The next time you scan the QR code at the tobacco vending machine to select a product, your last purchased product will automatically be suggested to you. Tobacco products cannot be cancelled and must be paid for before leaving the store.

How can I buy coffee at a coffee machine?

If you would like to purchase a coffee in the avec X or in the avec box, scan the QR code on the screen of the coffee machine. This opens the selection of coffee products on the screen. Then select your desired coffee product and confirm your selection with the green tick on the screen. The coffee product is then automatically added to your digital shopping cart in the app without you having to scan a barcode. Then you place your coffee mug under the coffee dispenser, and the coffee machine prepares your drink. The next time you scan the QR code on the coffee machine to select a product, your last purchased product will automatically be suggested to you.  Coffee beverages cannot be cancelled and must be paid for before leaving the store.

Are there any purchasing restrictions?

Purchasing tobacco is only permitted from the age of 18. The age check is carried out automatically using the age information entered in the app. When purchasing tobacco at tobacco vending machines using the avec app, a restriction of two tobacco products per purchase transaction applies to the purchase quantity. When buying coffee at our coffee machines in the avec X and in the avec box, each drink must be selected individually. If you want to create another coffee, you have to select it in a new order process. Multiple drinks cannot be selected at the same time.

How can I pay for my digital shopping cart and complete my purchase?

As soon as you have added at least one product to your digital shopping cart, you can pay your shopping cart with “Continue to payment". Now you can check your purchase again and confirm it by tapping on “Pay”. Your purchase must be completed with payment before leaving the store.

Where can I find my purchases?

You can find an overview of your previous purchases in your user account. To do this, select “Purchases” from the menu.

 

How do I get a receipt for my purchase?

If you have entered your e-mail address correctly, you will automatically receive an e-mail with the receipt after each purchase.

How is the coverage verification carried out on the credit card?

Coverage is verified at check-in before each visit to the store. The store can only be entered with sufficient coverage.


User account

How can I change my surname?

We have to carry out the change. Please send us an e-mail with the desired change to the following e-mail address: app@avec.ch. This is where we record your new last name and change it in your user account.

How can I change my telephone number?

If you have a new telephone number, you must create a new account.

How can I change my means of payment?

You can change the means of payment in the avec app in your user account. To do this, select “Payment method” and enter your new payment method.

How can I cancel my user account and delete my personal data?

You cannot delete your user account in the app yourself. If you simply delete the app on your phone, it will not automatically delete your user account. The deletion of the personal data and the user account can be requested via the following e-mail address: app@avec.ch. Accounts that have been inactive for two years are automatically deleted.

Will my account be deleted automatically if I remove the app from my phone?

No, your account will not be deleted automatically. If you want to remove the app from your phone and reuse it later, simply download it from the Google Play Store or App Store. When you log in, enter your telephone number and password again and tap on log-in.


Data Privacy

What does Valora do with my telephone number?

The telephone number will be stored and processed confidentially, in accordance with the Valora data privacy regulations, and is used only for internal purposes and will not be passed on.

Why do I have to enter my date of birth when registering?

We need your date of birth for the age check when you register, as admission is only permitted from the age of 14 and tobacco sales at Valora from the age of 18.

What happens to my personal data?

Please read the privacy policy of our avec app. You will find this on our website x.avec.ch or directly in the avec app in the menu, at “data privacy regulations”.


avec hotline

Who can I turn to with problems with the app?

If you have problems with the avec app during registration, product registration or payment, you can contact us using the avec app hotline. The avec app hotline is available 24/7.
avec app hotline: 0041 61 467 2255

One of the automats doesn’t work. Who can I turn to?

If one of the automats doesn’t work, you can contact us via the avec app hotline. The avec app hotline is available 24/7. We will try to fix the problem as soon as possible.
avec app hotline: 0041 61 467 2255

The store has been vandalised or soiled. Where can I report it?

If you notice that something has been badly soiled or destroyed in one of our stores, you can contact our avec app hotline and describe the case there. avec app hotline: 0041 61 467 22


Medical emergency

A medical emergency occurs in a store. Whom can I contact?

In such a case, please call the emergency number 144.


Safety in the avec box and the avec X

Is there an alarm system to prevent burglaries and robberies?

Security is provided by an alarm system. We cooperate closely with our partner Protectas.

How does Valora protect itself against theft and vandalism?

Theft and vandalism are also prohibited by law in the avec box and in the avec X. The customer receives his own “store key” against provision of his personal data and identity card information - this serves both the customer’s security as well as ours. Cigarettes are usually the most frequently stolen products. These are safely stored in the tobacco vending machines. We use cameras and intelligent surveillance systems in the stores. It is constantly monitored, and we carry out regular spot checks. We do not comment further on the concrete security measures.

How is customer security ensured?

The alarm and monitoring system also serves the safety of the customer - not least in medical emergencies.

Does the staff now also take on security tasks?

Store personnel don't do security work.

There are numerous cameras in the stores. Are the customers constantly monitored?

The cameras are designed exclusively to protect customers against theft, vandalism and medical emergencies.

How long are these recordings stored?

The recordings are normally stored between 72 and 120 hours.