Softpay

When I try to log in, I get the following message(s): “Please check if your username (or password) is correct”.

Ensure correct entry
Plea...

Login help

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 / ant...

When I tap the card, I get a message saying “Too fast. Try again.”

When a transaction is aborted immediately after being started it is commonly caused by the device having features, sensors or cameras acti...

Transaction aborted immediately

Check that your internet/wifi/cell network is turned on and that you have a stable internet connection. If not, try to change location or ...

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

It is only possible to cancel the latest transaction within a 10-minute time-limit.
If the refund feature has been enabled on your Softpay...

I am unable to cancel a payment.

Please get in touch with the sales partner where you purchased the Softpay licenses to block the device. Once your device has been blocked...

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

General informationTo use Softpay app the device is required to have an active and stable internet connection for both continuous operatio...

Network issues

In case you are getting "Blocked V.2000.-2000" it may be caused by Softpay security measures having detected that your device is not able ...

Key Attestation failure - Blocked V.2000.-2000

In rare cases the configuration may take up to 10-15 minutes after selecting a store.
Please give the device time to complete the configur...

Selecting store during configuration takes a long time

In certain cases, it might be useful to manually refresh the configuration of your app (e.g after an app update to enable new features). F...

How do I reload my app configuration?

Solutions for common errors, payment issues, and app problems

Troubleshooting

Find answers and get help from Intercom Support and Community Experts

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