# Softpay Help Center

> We're here to help

## Getting Started

- [Preparing Your Device for Softpay](https://support.softpay.io/en/articles/531008-preparing-your-device-for-softpay.md): Essential device setup checklist before using Softpay — covering date/time settings, camera permissions, NFC, screen lock, Google Play Protect, and security patch requirements.
- [Understanding Softpay App credentials](https://support.softpay.io/en/articles/531020-understanding-softpay-app-credentials.md): How Softpay app credentials work — one username and password per merchant, shared across all stores and terminals. Covers password resets and what happens after initial setup.
- [Download sources for the Softpay App](https://support.softpay.io/en/articles/531034-download-sources-for-the-softpay-app.md): Official download sources for the Softpay app — Google Play Store, Sunmi Store, and iMin Store — and which devices are supported on each platform.
- [How do I get started without a POS system?](https://support.softpay.io/en/articles/531038-how-do-i-get-started-without-a-pos-system.md): How to get started with Softpay without a POS system — order from a sales partner, install the app, log in, and begin accepting payments.

## Using the Softpay App

- [Softpay App Manual](https://support.softpay.io/en/articles/531030-softpay-app-manual.md): Step-by-step visual guide to using the Softpay app — covering login, store setup, language settings, terminal info, configuration reload, payments, refunds, co-branded cards, transaction history, c...
- [How do I send a receipt for a prior transaction?](https://support.softpay.io/en/articles/531037-how-do-i-send-a-receipt-for-a-prior-transaction.md)
- [Transactions \(history\) and Daily reports](https://support.softpay.io/en/articles/531027-transactions-history-and-daily-reports.md): How to view your recent transactions and daily reports in the Softpay app, including what data is shown, how it relates to your AppID, and the 10-day history limit.
- [Tipping in Softpay](https://support.softpay.io/en/articles/531026-tipping-in-softpay.md): How tipping works in Softpay, including how it's enabled based on MCC codes, customization options for merchants, and how the tipping screen appears during the payment flow.
- [Surcharge \(Nets\)](https://support.softpay.io/en/articles/531025-surcharge-nets.md): How to set up and use surcharging with Nets in Softpay, including the activation process, in-app settings, and how surcharge amounts appear on receipts.
- [DCC \(Nets\)](https://support.softpay.io/en/articles/531022-dcc-nets.md): How Dynamic Currency Conversion \(DCC\) works with Nets in Softpay — enabling foreign cardholders to pay in their home currency. Enabled by default on all Nets merchants.
- [How do I log out?](https://support.softpay.io/en/articles/531028-how-do-i-log-out.md): Softpay is designed as a configure-once solution with no log out function. Use your device's built-in security to prevent unauthorized access instead.
- [How do I navigate away from the Softpay app?](https://support.softpay.io/en/articles/531009-how-do-i-navigate-away-from-the-softpay-app.md): How to exit the Softpay full-screen app — swipe up from the bottom of the screen for standalone use, or let AppSwitch handle it for POS integrations.
- [Changing store in Softpay](https://support.softpay.io/en/articles/531010-changing-store-in-softpay.md): How to add a new store or switch between previously added stores in the Softpay app via Settings, and what to do if your store isn't listed.

## Licensing, Accounts & Payments

- [What does it cost to use Softpay?](https://support.softpay.io/en/articles/531040-what-does-it-cost-to-use-softpay.md)
- [Can I use the same license on multiple devices?](https://support.softpay.io/en/articles/531036-can-i-use-the-same-license-on-multiple-devices.md): A single Softpay license covers one device only — spare and backup devices each require their own license, and licenses cannot be freely moved between devices.
- [Do I get more logins when adding a license, a store, etc.?](https://support.softpay.io/en/articles/531029-do-i-get-more-logins-when-adding-a-license-a-store-etc.md): Explains that Softpay uses a single set of credentials per merchant, shared across all stores and terminals under that merchant account.
- [Do I need to inform Softpay about IBAN or account changes?](https://support.softpay.io/en/articles/531032-do-i-need-to-inform-softpay-about-iban-or-account-changes.md): No — IBAN or bank account changes only need to be reported to your acquirer. Softpay does not handle or settle funds directly.
- [Settlements and Payouts with Softpay](https://support.softpay.io/en/articles/531021-settlements-and-payouts-with-softpay.md): Explains that Softpay does not handle settlements or payouts — all fund transfers, timelines, and reporting are managed entirely by your acquirer.

## Devices & Compatibility

- [Which phones can I use as a merchant?](https://support.softpay.io/en/articles/531044-which-phones-can-i-use-as-a-merchant.md): Minimum device requirements for running Softpay — including Android version, NFC, security patch, Google Mobile Services, and the difference between consumer and enterprise devices.
- [Which payment cards are supported?](https://support.softpay.io/en/articles/531043-which-payment-cards-are-supported.md): List of payment card schemes supported by Softpay, including Visa, Mastercard, Dankort, American Express, and mobile wallets like Apple Pay and Google Pay.
- [Transaction and CVM Limits](https://support.softpay.io/en/articles/531024-transaction-and-cvm-limits.md): How transaction limits and cardholder verification methods \(CVM\) work in Softpay — all limits are set by your acquirer, not by Softpay.
- [Why can't I see the Softpay app in the Google Play Store?](https://support.softpay.io/en/articles/531023-why-can-t-i-see-the-softpay-app-in-the-google-play-store.md): Why the Softpay app may not appear in Google Play Store — the device likely doesn't meet minimum requirements, and Play Store hides incompatible apps automatically.
- [How do I auto update the Softpay app on my device?](https://support.softpay.io/en/articles/531017-how-do-i-auto-update-the-softpay-app-on-my-device.md): How to enable automatic updates for the Softpay app via Google Play Store — both for all apps and for Softpay individually.
- [Device Positive List](https://support.softpay.io/en/articles/531048-device-positive-list.md): List of tested consumer and enterprise devices
- [Mobile Device Minimum Requirements](https://support.softpay.io/en/articles/531047-mobile-device-minimum-requirements.md): Technical minimum requirements for Android devices to run Softpay, covering OS version, security patch age, NFC hardware, processor architecture, and Google Mobile Services.
- [How do I update the security patch on my device?](https://support.softpay.io/en/articles/531018-how-do-i-update-the-security-patch-on-my-device.md): How to resolve the "Please update device" error by installing the latest Android security patch, which must be less than 12 months old for Softpay to function.

## Common Errors

- [Transaction Cancelled or Aborted](https://support.softpay.io/en/articles/645548-transaction-cancelled-or-aborted.md): What it means when a Softpay transaction shows as "Cancelled" or "Aborted", the most common reasons, and what to do next.
- [Transaction Declined](https://support.softpay.io/en/articles/645580-transaction-declined.md): What it means when a Softpay transaction is declined, the most common reasons, and what to do next.
- [Transactions abort immediately](https://support.softpay.io/en/articles/531007-transactions-abort-immediately.md): Troubleshooting transactions that abort immediately after starting, typically caused by active sensors, cameras, or overlays that violate security requirements during payment processing.
- [Too fast. Try again.](https://support.softpay.io/en/articles/531014-too-fast-try-again.md): How to fix the "Too fast. Try again." error by locating the NFC antenna on your device and positioning the payment card correctly for a stable contactless read.
- [Use another card](https://support.softpay.io/en/articles/531004-use-another-card.md): Explains why a card may trigger the "Use another card" message during a Softpay transaction — including lack of contactless support, new or damaged cards, and alternative payment methods to try.
- [Why does the app show "Busy" when I start a transaction?](https://support.softpay.io/en/articles/640752-why-does-the-app-show-busy-when-i-start-a-transaction.md): The Softpay app may show a "Busy" screen when starting a transaction after the device has been idle. This is caused by a cold start and can be prevented by adjusting battery optimization settings.
- [Key Attestation failure - Blocked V.2000.-2000](https://support.softpay.io/en/articles/531005-key-attestation-failure-blocked-v-2000-2000.md): What causes the "Blocked V.2000.-2000" error, how Key Attestation works, and steps to resolve it — including checking for broken hardware, VPN interference, and device eligibility.
- [Transaction Failures on Sunmi Devices \(Overlays & App Visibility\)](https://support.softpay.io/en/articles/615439-transaction-failures-on-sunmi-devices-overlays-app-visibility.md): If transactions are failing on Sunmi devices with "must remain in background" \(800.-10\) or visibility errors \(900.860 / 1100.-860\), this article explains the cause and how to resolve it.

## Troubleshooting

- [Login help](https://support.softpay.io/en/articles/531016-login-help.md): 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 dev...
- [Network issues](https://support.softpay.io/en/articles/531006-network-issues.md): How to diagnose and resolve network connectivity issues affecting the Softpay app, including basic tests for WiFi, cellular, and firewall or proxy configurations.
- [The device doesn't read the card](https://support.softpay.io/en/articles/531046-the-device-doesn-t-read-the-card.md): 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.
- [How can I release a terminal?](https://support.softpay.io/en/articles/531031-how-can-i-release-a-terminal.md): 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 to do if the ...
- [What do I do if my device gets lost or stolen?](https://support.softpay.io/en/articles/531011-what-do-i-do-if-my-device-gets-lost-or-stolen.md)
- [The app keeps spinning, after I have entered the amount and initiated a transaction.](https://support.softpay.io/en/articles/531013-the-app-keeps-spinning-after-i-have-entered-the-amount-and-initiated-a-transaction.md)
- [I am unable to cancel a payment.](https://support.softpay.io/en/articles/531012-i-am-unable-to-cancel-a-payment.md)
- [Selecting store during configuration takes a long time](https://support.softpay.io/en/articles/531015-selecting-store-during-configuration-takes-a-long-time.md)
- [How do I reload my app configuration?](https://support.softpay.io/en/articles/531035-how-do-i-reload-my-app-configuration.md): Step-by-step instructions for manually refreshing your Softpay app configuration, useful after app updates or when new features need to be enabled.
- [What should I do if I don’t receive login credentials via email or SMS?](https://support.softpay.io/en/articles/636812-what-should-i-do-if-i-don-t-receive-login-credentials-via-email-or-sms.md): 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.
- [How can I resolve "no available terminal id" and reuse terminals on new installations in Softpay?](https://support.softpay.io/en/articles/710478-how-can-i-resolve-no-available-terminal-id-and-reuse-terminals-on-new-installations-in-softpay.md)
- [Authenticity code / Softpay verification code](https://support.softpay.io/en/articles/744275-authenticity-code-softpay-verification-code.md): Learn about what Authenticity code in Softpay app Settings is and/or why you're getting an email with the subject line Softpay verification code

## Security & About Softpay

- [Is Softpay safe to use?](https://support.softpay.io/en/articles/531042-is-softpay-safe-to-use.md): Overview of Softpay's security certifications \(PCI DSS, PCI PIN, TTP, TOP\) and how they ensure the safety and integrity of card transactions processed through the app.
- [How does Softpay compare to other softPOS solutions?](https://support.softpay.io/en/articles/531041-how-does-softpay-compare-to-other-softpos-solutions.md): How Softpay stands out among softPOS solutions — highlighting transaction speed, unscrambled PIN pad, fast SDK integration, and broad device and acquirer support.
- [Why choose Softpay over a traditional payment terminal?](https://support.softpay.io/en/articles/531045-why-choose-softpay-over-a-traditional-payment-terminal.md): Key advantages of Softpay over traditional payment terminals, including lower cost, use of existing devices, easy POS integration via AppSwitch SDK, and flexible deployment.
- [How do I submit a ticket to Softpay support?](https://support.softpay.io/en/articles/531033-how-do-i-submit-a-ticket-to-softpay-support.md): How to reach Softpay support, what information to include in your ticket, and tips for faster resolution — including office hours, the Intercom messenger, and email options.
- [What is Authenticity Code?](https://support.softpay.io/en/articles/531019-what-is-authenticity-code.md): What the Authenticity Code is, why it appears, and how to use it to verify that your Softpay app is genuine and has not been tampered with — an MPoC compliance requirement.
- [What are Softpay verification codes and emails, and how should I handle them?](https://support.softpay.io/en/articles/710473-what-are-softpay-verification-codes-and-emails-and-how-should-i-handle-them.md)

## Integrations

- [How do I get started integrating a POS system?](https://support.softpay.io/en/articles/531039-how-do-i-get-started-integrating-a-pos-system.md): The three steps to integrate your POS system with Softpay: sign up on the developer site, complete a sandbox integration, and go live with a merchant.
- [Softpay sandbox environment and test cards](https://support.softpay.io/en/articles/822606-softpay-sandbox-environment-and-test-cards.md): How the Softpay sandbox works in broad strokes — the Ajax \(mock acquirer\) and Acme \(Nets\) packages, how to tell which one you are on, how to use test cards, and what the sandbox does not do.
- [Warming up Softpay](https://support.softpay.io/en/articles/640761-warming-up-softpay.md): Softpay needs a secure session before processing transactions. Integrators should start Softpay early in their flow to avoid cold start delays, and configure devices to keep Softpay running in the ...
- [Defining AppSwitch credentials](https://support.softpay.io/en/articles/714702-defining-appswitch-credentials.md): A guide for POS developers on how to scope Integrator credentials and avoid CLIENT\_INVALID\_INTEGRATOR \(error 120\).
- [Are all listed features available to everybody?](https://support.softpay.io/en/articles/531000-are-all-listed-features-available-to-everybody.md)
- [What is store card?](https://support.softpay.io/en/articles/531001-what-is-store-card.md): What the Store Card feature is — capture card data in-store with a Softpay terminal and tokenize it at a PSP for e-commerce use, enabling subscriptions and loyalty programs.
- [What is an off-device payment request?](https://support.softpay.io/en/articles/531002-what-is-an-off-device-payment-request.md): How off-device payment requests work via Cloud API — start a transaction from a separate system \(e.g. a stationary POS or Windows computer\) and have it processed on a Softpay device.
- [What is on-device app switching?](https://support.softpay.io/en/articles/531003-what-is-on-device-app-switching.md): Overview of on-device app switching — how your POS app and Softpay switch back and forth on the same device during a payment flow using AppSwitch, CloudSwitch, or Deep Linking.
- [Card Scheme vs. Product Mapping \(e.g., VPAY / Maestro\)](https://support.softpay.io/en/articles/622037-card-scheme-vs-product-mapping-e-g-vpay-maestro.md): Explains what card data Softpay provides per transaction, why card products like VPAY or Maestro may appear under a parent scheme name \(Visa/Mastercard\), and how to use AID values for product-level...
- [How to switch back to the POS app using Cloud API](https://support.softpay.io/en/articles/639398-how-to-switch-back-to-the-pos-app-using-cloud-api.md): How to configure the switchBackTimeout and activityToResume parameters in Cloud API so the device correctly returns to your POS app after a Softpay transaction
- [How can I troubleshoot common issues with Softpay integration on Android and Cloud API?](https://support.softpay.io/en/articles/710717-how-can-i-troubleshoot-common-issues-with-softpay-integration-on-android-and-cloud-api.md)
- [How to build your own transaction reporting using Softpay transaction data](https://support.softpay.io/en/articles/744195-how-to-build-your-own-transaction-reporting-using-softpay-transaction-data.md): How POS integrators and partners should access Softpay transaction data and build their own reporting — capturing final states during the payment flow, batch and Cloud API pulls, what to store, and...

## Onboarding Partners

- [How does Softpay handle TOF numbers, including transfers and generation?](https://support.softpay.io/en/articles/710482-how-does-softpay-handle-tof-numbers-including-transfers-and-generation.md)
- [What is the purpose of the virtualStoreList field, and how should it be configured or updated?](https://support.softpay.io/en/articles/710529-what-is-the-purpose-of-the-virtualstorelist-field-and-how-should-it-be-configured-or-updated.md)
- [How do licenses work in Softpay, and how can I add more licenses to existing credentials?](https://support.softpay.io/en/articles/710624-how-do-licenses-work-in-softpay-and-how-can-i-add-more-licenses-to-existing-credentials.md)
- [How do I onboard a new merchant?](https://support.softpay.io/en/articles/645549-how-do-i-onboard-a-new-merchant.md): Steps to onboard a new merchant — via MIA API Integration if available, or by submitting an onboarding sheet.
- [How do I move a merchant from PENDING to APPROVED or ACTIVE status in Softpay?](https://support.softpay.io/en/articles/710460-how-do-i-move-a-merchant-from-pending-to-approved-or-active-status-in-softpay.md)
- [What are the key configurations and limitations of the MockPI sandbox environment?](https://support.softpay.io/en/articles/744216-what-are-the-key-configurations-and-limitations-of-the-mockpi-sandbox-environment.md)
- [How can developers access and integrate Softpay’s Onboarding API and Documentation?](https://support.softpay.io/en/articles/744221-how-can-developers-access-and-integrate-softpay-s-onboarding-api-and-documentation.md)