If you can’t enable Tap to Pay, or if a donor can’t make a payment with Tap to Pay, follow the steps in this article.
Troubleshoot Setup Issues
No Reader Connected
If the message No Reader Connected appears when you attempt to submit a donation, enable Tap to Pay.
Cannot Enable Tap to Pay
When you log in to the Bloomerang CRM mobile app, Tap to Pay enables automatically if you use Bloomerang Payments and have a compatible iPhone or Android phone.
If Tap to Pay fails to enable, you can manually enable it. If you try to manually enable Tap to Pay, but your device's internal reader doesn’t appear or connect:
Make sure your mobile device meets the requirements listed in What is Tap To Pay?
Restart your iPhone or Android phone.
If you can’t enable Tap to Pay, process donations in another way:
Connect an external Stripe reader, if you have one.
Manually enter card information.
Troubleshoot Payment Processing
Nothing Happens When the Donor Taps to Pay
If nothing happens when a donor attempts to pay, and the payment times out, tap Try Again.
Verify the following before you try the payment again:
Cards — Make sure the card has a contactless indicator
. Contactless cards have built-in NFC (radio wave) technology, which is required for Tap to Pay.
Apple Pay — Ask the donor whether they activated Apple Pay. iPhone users can double-press the side button (lock button) on their phone to activate Apple Pay.
Google Pay — Ask the donor whether they turned on the phone screen and unlocked the phone.
When you try the payment again, ask the donor to:
Hold the card or device closer to your mobile device
Hold the card or device against your mobile device for more time
Hold the card or device at a different angle
Hold the card or device behind your screen if you have an Android device
Phone Call Interrupts Tap to Pay
If you make or receive a phone call on the device you're using to process payments, Tap to Pay is interrupted and error messages appear. If this happens, ignore the call. A few seconds after the call ends, you can continue to process the Tap to Pay donation.
As a best practice, we recommend that you turn on your phone's Do Not Disturb setting before you process donations.
If All Else Fails
If the donor cannot pay with a contactless card or digital wallet, you can always process the payment in a different way:
Manually enter the card number. In the donation settings, tap Input Type and select Manually Enter.
Insert the card into a Stripe reader if you have one. View Process Donations with a Mobile Card Reader.
Ask the donor whether they prefer to pay with another method. In the donation settings, tap Method and select a different payment method.