Some NFC mobile payments not accepted

[DaveVV]

Hello- I never used to have any problems with this, but last month I had a couple payments made with mobile not go through and the person had to use their real card. I use the reader once a month, and this week it happened about 5-10 times out of about 60 sales. It was a bit of an incovenience at best, but a bigger problem when people didn't have their real card with them.   I didn't ask what banks people were with, though I noticed one was Santander. As more and more people are using phones I can see this becoming an issue.

Any ideas?

Many thanks.

[Breffni]

Hi @DaveVV thanks for flagging this. 

When this happened was the transaction declined or did something else happen? 

I would suggest reaching out to our support team about this directly when you can so that they can take a look at the list of transactions if they were declined. We don't have access to those details here on the Community, unfortunately. 

If you didn't see a decline message, let me know and we can run through some other potential causes here. 

[DaveVV]

Thanks for the reply. I think it was the  "Insert or Try Another Card. Unable to process contactless payment" message. I can't be sure though, as it sent me into a slight panic every time 😀   When they used their real card, it worked fine, so it wasn't a contactless problem where they had to insert card after however many contactless payments. It was definitely only when they used the phone.

[TFBCLtd]

Having this issue today too. Seems that Apple Pay for Monzo, Starling & Revolut does not allow us to take the payment unless it's inserted.

This is our first time using the readers, perhaps the online banks are cautious because it is a merchant that has not been seen by that bank before?

Would appreciate some support though... Mon-Fri 9-5 support is a bit unhelpful when most events are during the weekend.

[Lou8 · Accepted solution]

Hi @TFBCLtd, thanks for posting and welcome to the Seller Community 👋.

Unfortunately, I am not able to confirm whether specific banks are declining Apple Pay transactions. While banks don't share the exact reason as to why a card is declined, here are a couple of reasons why it can happen:

• insufficient funds,
• the card has not been unblocked by the customer for payments,
• the customer has not inserted their card and use the pin for a certain time.

If an Apple Pay payment is declined, your customer should contact their bank directly for more information.

I hope this helps, but let me know if you have any other questions.