Fix problems with pay contactless transactions

If you can't complete a contactless payment, use these steps to help you solve the problem.

Step 1: Update your app and Play Services

1. Make sure that your Google Wallet app is up to date. Learn how to update apps on Android.
2. Make sure that your Android version is 7.0 or above.
3. Make sure that Google Play Services are up to date.

Step 2: Check your pay contactless setup 

1. Open the Google Wallet app .
2. At the top right, tap your profile picture or account Pay contactless setup.
3. Check if you're ready to make contactless payments. To pay contactless with Google Wallet:
   • Near field communication (NFC) must be turned on.
   • To make a pay-contactless transaction with a card in your Google Wallet, Google Pay should be set as your default payment app.
   • Add a contactless payment method.
   • Set up a screen lock.
   • Your phone must meet the security requirements.

If all these requirements are met, your phone is ready to make contactless payments.

Step 3: Make sure that your device supports NFC

1. On your device, open the Settings app.
2. In the search bar, type 'NFC'.
3. Turn on Use NFC.
   • If you can't find NFC, you can't make contactless payments with your phone.

Step 4: Check the secure NFC setting

If the contactless setup shows that you can pay with your phone but you can't make small payments with your screen locked, check the secure NFC setting. If secure NFC is on, you can only make payments with your phone when your screen is unlocked.

1. On your device, open the Settings app.
2. Tap Connected devices Connection preferences NFC.
3. Turn off Require device unlock for NFC to make small payments when your phone is locked. If this setting is on, you must unlock your screen for every NFC transaction.

Step 5: Try again with these tips

• Make sure that your phone is awake and unlocked.
  • Google Wallet doesn't work with 2D face unlock or screen locks like Smart Unlock or Knock to Unlock.
• Hold your phone in a different way. Your NFC antenna could be near the top or middle of your device.
• Hold your phone closer to the payment reader.
• Hold your phone close to the payment reader for a few more seconds.
• Move your phone out of range of the payment reader for a few seconds and try again.
• If the payment doesn't go through, find the NFC sign on the terminal or ask a cashier for help.

Fix other issues

Your phone isn't certified or doesn't meet security requirements

1. Check if your software is Play Protect certified.
2. If you could previously make contactless payments with Google Wallet but no longer can, contact your device manufacturer. There may have been a software update that affects functionality.
3. If you've modified your phone, make sure that it meets security standards. Google Wallet may not work in shops with phones that:
   • Run developer versions of Android.
   • Are rooted, run a custom ROM or have modified factory software. Due to security risks, Google Wallet doesn't run on these phones.
   • Are untested and haven't been approved by Google.
   • Have an unlocked bootloader.

Tips:

• If your phone doesn't meet security requirements, you can't make contactless payments. Use a device that runs an original version of the Android operating system.
• If you've installed a modified operating system on your phone, before you can make contactless payments, you must reinstall your phone's original operating system.
  • If not, your device manufacturer's software may not meet Google security requirements.
  • For more info, contact your device manufacturer.

The cashier says that the payment didn't work

If a tick mark appears on your phone when you hold it up to the payment reader but the cashier says that the payment didn't work:

• Try a different payment reader.
• Confirm that the shop accepts mobile payments.
• Contact your bank to find out if there's an issue with your card.
• Try a different payment method. Some terminals may not accept certain cards.

Can't add a card to Google Wallet

Learn how to add payment methods to Google Wallet.

Can't set up contactless payments

To set up contactless payments, your phone must:

• Have NFC activated
• Run Android version 7.0 and up
• Have host card emulation (HCE)
• Be set up with a card supported for contactless payments

If your device allows NFC payments and your card is supported but you can't set up contactless payments, contact your bank.

The Google Wallet home screen isn't available

If you open the Wallet app and get an error message that says you can't access the app, you may be able to open Google Wallet from your phone's Settings menu:

1. On your phone, open the Settings app.
2. Tap Google Settings for Google apps Google Wallet.

Tip: If you can't open the app home screen, you may also be able to pay contactless with your default card.

If you continue to have this issue, report a problem or send feedback about the app.

If you still need help

Tips:

• Try holding your phone at the terminal for a few more seconds. If you can't find the contactless payment icon on the reader, ask a cashier for help.
• If you tried to make a small payment with your phone locked, unlock your phone and try again.
• For some transactions, you may need to unlock your phone several times.

Send feedback

To send feedback and report technical issues through the app:

1. Open the Google Wallet app .
2. At the top right, tap your profile picture or account Help and feedback Send feedback.
3. To submit your feedback, follow the on-screen instructions.
4. To give more info, tick the 'Send logs' box.

We may not always be able to respond to your feedback, but that doesn't mean it wasn't reviewed.