The card is not being tapped on the exact spot where the NFC is located or is moved too quickly. Find out where exactly the NFC chip / antenna is located (on both devices if wallet payment).
For some devices the NFC is located under the camera, for others it is located further towards the bottom.
Also please note, that the location of the NFC antenna varies from card to card. The card should have an NFC logo (four expanding curved lines) indicating the location of the NFC antenna.
To help locate the NFC position please try the following:
Place the payment card/device on a table and slowly move the terminal device over the card until you reach the NFC and Softpay indicates the card is being read.
Keep the terminal device steady at this position until the card has been read successfully.
Finding the NFC reader on your phone
The NFC reader location varies by device. Here's how to find it for the most common models:
Samsung
Samsung has a dedicated page showing the NFC detection area for each model. Select your model from the dropdown to see a diagram of where the NFC antenna is located: samsung.com/nfc-support
iPhone
The NFC antenna on iPhone is located at the top of the back of the phone — hold that area near the payment terminal. Please note that iOS 13.0 or later is required to use the NFC antenna.
Google Pixel
Google provides hardware diagrams for all Pixel models with the NFC antenna position clearly labeled for each: support.google.com/pixelphone/answer/7157629
All other devices
Find your device model in your manufacturer's support pages and look for the user guide or product specifications. These will include a diagram or description showing the location of the NFC antenna.