Quick Checks (Start Here, Any Device)
Confirm the app is updated. Check the App Store (iPhone) or Play Store (Android) for updates. An outdated app is one of the most common causes of payment errors.
Confirm you're logged in. Both into the app itself and, on iPhone, into your Apple ID under Settings.
Confirm there's an active internet connection. Tap to Pay needs to verify the device is secure before it'll process a payment, and that check requires WiFi or cellular data, especially the first time you use it or right after a restart.
Try a quick restart. Close the app fully, restart the phone, and try again.
If the error is still happening after these checks, jump to the section for your device below.
iPhone
Date & Time isn't set to automatic. Go to Settings > General > Date & Time and confirm "Set Automatically" is on. A manually changed clock will block transactions and is one of the most common causes of this error.
No passcode set, or Face ID / Touch ID isn't configured. Tap to Pay requires a device passcode. Go to Settings > Face ID & Passcode and confirm one is set.
The app needs to be uninstalled and reinstalled. This clears out any bad local data and re-registers the device.
Jailbroken or modified device. Always fails this check and can't be resolved without restoring the device. Uncommon, but worth ruling out on any device you didn't set up yourself.
Recent hardware repairs. Less common than the settings above, but hardware work (screen, battery, etc.), especially with non-original parts, can occasionally trigger this. If everything above checks out and the device has had recent repair work, that's worth investigating next.
A debugger is connected, or the device is in a dev/testing state. Rare in the field, but worth ruling out on company owned or loaner devices.
If none of this resolves it: have the tech confirm whether they've successfully taken payments on this exact phone before. If they have, something changed recently, whether a setting, an update, or a repair, and narrowing down what changed will point to the fix.
Android
Date & Time isn't set to automatic. Go to Settings > System > Date & Time and enable automatic date and time.
Developer Options is turned on. Go to Settings > System > Developer Options and turn it off. If Developer Options isn't visible, it's already off.
Security patch is out of date, or the app needs an update. Check Settings > System > Software Update, and update the app from the Play Store.
The app needs to be uninstalled and reinstalled. Clears out local data issues.
The device is rooted. Like a jailbroken iPhone, this always fails the check. Uncommon on a company issued device, but worth confirming.
No internet connection when the device needs to re-verify. Can happen right after a restart.
Recent hardware repairs. Least common cause here. If every setting above is correct and the issue persists, a recent repair is worth looking into.
If none of this resolves it: confirm whether the phone has been rooted and whether it's successfully taken payments before. If it has, something changed recently, a settings toggle is the most likely culprit before assuming it's hardware.
Payment Screen Won't Load / No Confirmation Showing
Confirm there's an active internet connection.
Confirm the tech is logged into their account in the app itself, not just their Apple ID or Google account.
Have them back out to the home screen and reopen the payment flow fresh.
NFC Specific Issues
If the payment screen loads fine but tapping the card or phone doesn't register anything:
Confirm NFC is on in the device's settings (Android: Settings > Connected Devices > Connection Preferences > NFC).
Remove any thick case, wallet attachment, or metal accessory that could be blocking the NFC antenna.
If the device was recently dropped, exposed to water, or had hardware repairs, the NFC antenna itself may be damaged. This won't show up as a settings issue, it'll look like nothing happens at all when tapping.
Still Stuck?
If a tech has been through the steps above and the issue isn't resolved, log the following details and reach out to support:
Device type, model, and OS version
Exact error message or screenshot
Whether the device has had any recent repairs, is rooted, or is jailbroken
Whether payments have worked on this device before
Whether they've already tried an uninstall/reinstall