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Trouble using Android Pay in stores

If you tried to use Android Pay in a store and couldn’t get it to work, find your issue below.


Device didn’t respond when you tapped

If you tried Android Pay and nothing happened on your phone or on the terminal, try again following these steps.

1. Wake up and unlock your phone

No need to open the Android Pay app.

2. Hold your phone a different way

Your phone NFC antenna may be at the top or bottom of your device. Try holding your phone a different way.

3. Hold your phone longer

Sometimes it takes a few seconds for the terminal to connect. Try holding your phone over the terminal until a green checkmark shows up on your phone screen.

4. Make sure Android Pay is your default payment app

If you have more than one payment app installed on your phone, Android Pay needs to be set as your default mobile payment app. When you pay in a store, the charge will only be made once by your default payment app.

To do this, go to your device’s Settings app and then NFC & Payment and then Tap and pay. On some phones, you might need to go to your Settings app and then Tap & Pay.

5. Make sure the store accepts mobile payments

Ask the cashier if the store accepts payments from mobile apps. If they don’t, you need to use a physical card.

Device vibrated and showed a green check mark

Ask the cashier for help. Android Pay sent the payment info, but the merchant's terminal had a problem accepting your payment. Try again at a different merchant.

Terminal asks for chip & PIN card

You need to use your physical card because the merchant requires the card for all chip & PIN purchases.

Terminal asks to present only one card

Try again, this time holding your phone’s NFC antenna closer to the terminal. The antenna is on the back of the phone, usually in the middle or near the top depending on your phone model. (Check your phone’s user guide for more information.)

Card declined

If your card is declined, contact your bank for help. To protect your info, Google’s customer service can’t see why your card was declined or other transaction info.

If you're using Paypal, you need to be in the US and use a contactless terminal that accepts Discover debit.

"This card can’t be used with Android Pay here" error

Try a different card. Private label cards can only be used at select retailers.

PC is an Android Pay expert and author of this help page. Help her improve this article by leaving feedback below.

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