A card can result in the message "use another card" for several reasons.
What to do
Use another card or a Wallet (Google Pay, Apple Pay, etc.) instead.
Card does not support contactless payments
Most, although not all payment cards, support contactless payments. Look for the contactless symbol (three radio waves) printed on the front or back of the card as an indicator of contactless.
Card is new or has not made a chip payment yet
Most cards require a chip transaction before the contactless feature becomes available. Please ensure that the cards has made a chip payment using a traditional terminal where you insert the card.
If the card is still rejected after confirming that a payment has been made by physically inserting the card in a chip terminal, please test whether the card can perform contactless payments on any other brand of terminal.
If contactless is failing across all terminals, please contact the card issuer.
Card scheme is not supported
Please verify what card types (schemes) are supported on your setup by going to Settings > App Info in Softpay app for a list of supported card schemes and look for checkmarks to verify card support.
Card expired
Expired cards will be immediately rejected.
Card "randomly" does not allow contactless transactions
Some card issuers configure the cards to require a chip payment after a certain number of contactless payments, typically after 3 contactless payments.
The least likely scenario is that a technical issue triggers “Use another card”.
If you have verified that the card scheme is supported in Softpay app and the card works for other contactless payments and the cardholder still receives this message, please contact your reseller and include answers to the following questions:
Has a chip transaction been made to verify the card is unlocked?
Is the card still valid or is it expired?
Does the card work with chip on other terminals?
Does the card work with contactless on other terminals?
Does the card work with the Softpay terminal immediately after it has been used for a chip based transaction on a traditional chip terminal (inserted in terminal)?
Which card scheme is it? (Visa, MasterCard, etc.)
Which bank has issued the card?
Does this happen consistently for other cards from the same bank/issuer?
Does this happen consistently for other cards of the same scheme?