Resolve issues

 

Resolve general, in-store and in-app Google Pay issues as well as issues with Google Pay API for Passes.  

General

A customer cannot add a specific payment card to Google Pay

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

In-store

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

Terminal does not register an Google Pay transaction

If a customer is attempting to use Google Pay but your terminal does not register the transaction, please confirm that:
  • The Android device is NFC-enabled and running Lollipop 5.0 or higher
  • Google Pay is enabled in the Android device settings
  • A form of payment has been added to Google 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 Google Pay Help Center.

Single Google 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 Google 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 Google Pay transactions are failing

If customers using Google Pay are unable to complete an Google 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 Google Pay.

In-app

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

 

Google Pay API for Passes 

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

If you have integrated with our Google Pay API for Passes to enable loyalty cards, gift cards, or offers to be used with Google 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 Google Pay issues as well as issues with Google Pay API for Passes.

General

A customer cannot add a specific payment card to Google Pay

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

In-store

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

Terminal does not register an Google Pay transaction

If a customer is attempting to use Google Pay but your terminal does not register the transaction, please confirm that:
  • The Android device is NFC-enabled and running Lollipop 5.0 or higher
  • Google Pay is enabled in the Android device settings
  • A form of payment has been added to Google Pay
  • There aren't any 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 Google Pay Help Center.

Google 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 Google Pay Help Center for device help, and contact their e-money provider.

Google Pay API for Passes 

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

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

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