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Resolve issues

 

Resolve general, in-store and in-app Android Pay issues as well as issues with Save to Android Pay.  

General

A customer cannot add a specific payment card to Android Pay

Please see the list of Android Pay supported cards. If the customer has additional questions, they can contact support through the Android Pay app or through the Android Pay Help Center.

In-store

See how to resolve some common issues below. Contact us for additional assistance.

Terminal does not register an Android Pay transaction

If a customer is attempting to use Android Pay but your terminal does not register the transaction, please confirm that:
  • The Android device is NFC-enabled and running KitKat (4.4) or higher
  • Android Pay is enabled in the Android device settings
  • A form of payment has been added to Android Pay
  • The Android device is awake and unlocked
  • There are no issues with your payment terminal

If you believe that the issue is related to the customer’s Android device and not your payment terminal, refer the customer to the troubleshooting section of our Android Pay Help Center.

Single Android Pay transaction failed

If other customers using Android devices are able to successfully make purchases, the issue is likely specific to that customer’s Android device or card. The customer can review the troubleshooting section of the Android Pay Help Center for device help, and contact their bank by calling the phone number on the back of their credit or debit card.

All Android Pay transactions are failing

If customers using Android Pay are unable to complete an Android Pay purchase but other NFC payment options are working, contact us to report the issue. Our technical team will review your submission and, if needed, follow up for additional details.

All NFC payments are failing

If customers are unable to complete a purchase using an NFC payment option, please contact your payment provider and tell them you are having issues with your NFC-enabled terminal accepting Android Pay.

In-app

To resolve issues experienced with transactions or other functions of Android Pay in your app, contact us for support from a Android Pay specialist.

 

Save to Android Pay 

Android Pay transaction worked but the loyalty card, gift card, or offer was not applied

If you have integrated with our Save to Android Pay API to enable loyalty cards, gift cards, or offers to be used with Android Pay NFC redemption but the card was not redeemed as expected, please contact us. Our technical team will review your submission and if needed, follow up with a request for additional details.

Resolve general, in-store Android Pay issues as well as issues with Save to Android Pay.

General

A customer cannot add a specific payment card to Android Pay

Please see the list of Android Pay supported cards. If the customer has additional questions, they can contact support through the Android Pay app or through the Android Pay Help Center.

In-store

See how to resolve some common issues below. Contact us for additional assistance.

Terminal does not register an Android Pay transaction

If a customer is attempting to use Android Pay but your terminal does not register the transaction, please confirm that:
  • The Android device is NFC-enabled and running KitKat (4.4) or higher
  • Android Pay is enabled in the Android device settings
  • A form of payment has been added to Android Pay
  • There are no issues with your payment terminal

If you believe that the issue is related to the customer’s Android device and not your payment terminal, refer the customer to the troubleshooting section of our Android Pay Help Center.

Android Pay transaction failed

If other customers using Android devices are able to successfully make purchases, the issue is likely specific to that customer’s Android device or card. The customer can review the troubleshooting section of the Android Pay Help Center for device help, and contact their e-money provider.

Save to Android Pay 

Android Pay transaction worked but the loyalty card, gift card, or offer was not applied

If you have integrated with our Save to Android Pay API to enable loyalty cards, gift cards, or offers to be used with Android Pay NFC redemption but the card was not redeemed as expected, please contact us. Our technical team will review your submission and if needed, follow up with a request for additional details.

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