Tap to Pay Troubleshooting

Use the following information to troubleshoot common issues with Tap to Pay.

I don't see the option to use Tap to Pay

  1. Verify you're signed into a merchant account that processes in U.S. dollars.

  2. Verify you're using a compatible device:

    • iPhone: iPhone XS or later

    • Android: An Android device that has a wireless or data connection and Near Field Communication enabled

  3. From your device's settings, verify Bluetooth is enabled.

  4. Verify your device has an active wireless or data connection.

  5. Restart your device and try to connect again.

  6. Verify you're not on a beta operating system or using a device that is rooted or jailbroken.

Tip: For best performance, use the latest available version of Android or iOS.

I'm having trouble processing a card payment

  1. Verify that the card has the EMV® Contactless Indicator on the back or the front of the card. Only contactless cards are supported.

  2. If Tap to Pay can't read the card, it could be due to the card material or the location of the antenna. Ask the payer to hold their card on the device with the chip on the left side and the longer side of the card lined up with the edge of the tap area for several seconds. If it still doesn’t read, ask them to center the chip directly over the notch on your device.

I receive a Near Field Communication (NFC) error

If you see an error that your Android device doesn't support NFC:

  • Verify your device supports NFC.

  • From your device's settings, verify NFC is toggled on.

I need to connect a different Apple ID to my organization's Apple business account

To unlink the Apple ID, sign into Apple Business Connect, select Tap to Pay on iPhone, select your merchant ID , then select Remove.

Other

For additional assistance with Tap to Pay on iPhone, see How to use Tap to Pay on iPhone or Tap to Pay on iPhone FAQ.

You can also search the Blackbaud Knowledgebase or contact Blackbaud Support.

Note: Still having trouble? If you have a physical terminal — such as an M2 or WisePad 3 — return to the Welcome screen to change devices and try collecting the payment through the terminal instead.