Softpay

Troubleshooting guide for login errors including "Please check your username/password" and "Softpay locked". Covers correct credential entry, diagnostic steps, date/time settings, and notes for developers using sandbox vs. production.

Login help

How to diagnose and resolve network connectivity issues affecting the Softpay app, including basic tests for WiFi, cellular, and firewall or proxy configurations.

Network issues

If your card isn't being read, learn how to find your phone's NFC reader and position your card correctly — or try a digital wallet for better results.

The device doesn't read the card

Learn what Release Terminal does, when to use it, and how it affects your terminal configurations. Covers moving to a new device, reinstalling the app, freeing reserved TIDs, and what…

How can I release a terminal?

What do I do if my device gets lost or stolen?

The app keeps spinning, after I have entered the amount and initiated a transaction.

I am unable to cancel a payment.

Selecting store during configuration takes a long time

Step-by-step instructions for manually refreshing your Softpay app configuration, useful after app updates or when new features need to be enabled.

How do I reload my app configuration?

Steps to follow if you haven't received your Softpay login credentials by email or SMS, including checking spam folders and providing alternate contact information to your reseller.

What should I do if I don’t receive login credentials via email or SMS?

Step-by-step help for connectivity issues, device setup, login problems, and other common situations.

Troubleshooting

Find answers and get help from Intercom Support and Community Experts

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