This message appears when Softpay cannot process a payment with the card that was tapped. The card itself may be perfectly fine — there are several reasons why it might not work with Softpay at that moment.

Most new cards require at least one chip payment (physically inserted into a traditional terminal) before the contactless feature is unlocked.

Important for co-branded cards: Cards with two card schemes — such as Visa/BankAxept, MasterCard/Dankort, or other co-branded cards — need each scheme activated separately. Inserting the card in a chip terminal and paying with one scheme does not unlock the other.

For example: a MasterCard/Dankort card may have Dankort unlocked but not MasterCard. If your Softpay terminal only supports international schemes (Visa, MasterCard), the card will show "Use another card" because the one scheme it supports hasn't been activated yet.

What to do: Ask the customer to make a chip payment using the international scheme (Visa or MasterCard) on a traditional terminal first, then try Softpay again.

Not all cards support contactless. Look for the contactless symbol (three curved lines) on the front or back of the card. If it's missing, the card can only be used with chip terminals.

Your Softpay setup may not support the card's scheme. Go to Settings > App Info in the Softpay app to see which card schemes have a checkmark.

Some banks require a chip payment after a certain number of contactless transactions (typically 3–5) as a security measure. This is normal and not specific to Softpay.

Some cards — most commonly foreign-issued cards used by tourists — request signature or signature on glass (SoG) as the cardholder verification method (CVM). A SoftPOS device cannot capture a handwritten signature on glass, so when the card insists on this CVM, the transaction is rejected and "Use another card" is shown. This can affect standard Visa and MasterCard cards and is a common cause when several different foreign cards fail in a row on Softpay but work on a traditional terminal.

What to do (merchant / cardholder): Ask the customer to use a different card or a mobile wallet (Apple Pay, Google Pay), which use device-based CVM and are not affected.

Workaround for onboarding partners: The partner can request that the acquirer accept signature on glass as no CVM. If the acquirer approves, Softpay can configure the merchant so that signature is treated as no CVM on the partner's behalf.

⚠️ Important — increased risk: Treating signature as no CVM removes a cardholder verification step and shifts liability. It must only be set up in specific cases, and only where both the acquirer and the merchant have explicitly accepted the increased risk. Contact your Softpay provider to discuss before requesting this configuration.

If you've confirmed the card works for contactless payments on other terminals and it's still being rejected by Softpay, please contact your Softpay provider with the following: