Unable to enable tap to pay on iPhone

[ashill]

I am trying to set up tap to pay on iPhone on a team member's phone. When I go to Settings > Account, there is no tap to pay on iPhone option. (I do see the option on both my iPhone and another team member's iPhone.) This team member has full permissions. I tried logging in using my account (business owner) as well as the team member's account; same issue. The iPhone is running iOS 16.1.1, Square app 6.71.2sw on an iPhone 12 Pro. Date settings are set to automatic. (I tried setting them to manual for grins; no effect.)

The business is Canadian, as is the team member's iCloud account. (Note that my iCloud account is US even though the business is Canadian.)

I called support, and they said there's nothing to try when it doesn't show up in Settings > Account. Any suggestions?

[_Violet]

Hello @ashill and welcome back to the Square Community! My name's Violet, and I'm one of the Moderators here. I'd be happy to investigate this with you.

Firstly, thank you for providing the details on what you've tried so far, as well as the specs for the device you're trying to use Tap to Pay on. That's super helpful and eliminates the need to ask additional questions 🙏

Here's a few more things you can double-check:

1. The device’s Date & Time settings must be set to automatic.

2. Tap to Pay cannot be used on iPhone if logged in to Square Point of Sale or Square Appointments app using a Device Code. Tap to Pay on iPhone is available with Square for Retail if you use a Device Code to log in.

3. If the employee hasn’t already, please have them set a passcode for their iPhone by going to Settings > Face ID & Passcode. To use tap to Pay on iPhone, the device will require a device passcode.

You can find some additional troubleshooting steps in this Support Article.

I hope this helps, but please let me know if you're still having any difficulties. I'll keep an eye out for your reply! 👀

[ashill]

Thanks, Violet.

Date and time are set to automatic.

I believe the employee logs in to Square using a login and password, not a device code. When I tried logging in to Square on her phone using my account, I definitely used a login and password, not a device code. In both cases, there was no option to enable Tap to Pay on iPhone.

She uses a 6-digit passcode to log into the phone itself. She does not have Face ID enabled.

We've followed all the troubleshooting steps, although we don't actually get to a "Something's wrong" message; there's simply no option to add tap to pay on iPhone at all.

[_Violet]

Hi @ashill - Apologies for the delay here. I appreciate you getting back to me with these details.

Let's make sure the employee's device is also on the latest version of the Square app, 6.75, and the latest version of iOS, 18.6, or at least the latest version they can update to.

I also suggest checking the Permission Set assigned to this team member, in your Square Dashboard here, and making sure they have the following permission enabled under the Account & Settings section.



If this still doesn't resolve the issue, please let me know!