Troubleshooting the Tap to Pay app

Efficiently troubleshoot common app challenges with our guide for problem-solving

1. Payment failed error

The "Payment failed" screen on the app is typically due to a misconfiguration of the phone card reader.

Here are tested solutions to resolve the error rapidly :

Uninstall and reinstall the app
Make sure your iOS is up-to-date (iOS 15.5 or newer)
Go to the app's settings on your phone, and disable the password/Face ID setting of the app
Allow location access. Go to your iPhone "Settings" > scroll to your apps and find "Zeffy" > Click "Location" > Set it to "While using the app."

Here is what your Zeffy app settings should look like:

zeffy app settings

2. I cannot find my form

Zeffy Tap to Pay is not available on all forms yet. The app is available for all form types, except for multi-date events and membership forms.

If no form is showing up in the app, follow these steps to reboot the app:

1. Click the "Contact" icon in the top right corner of the app.

2. Click "Sign out".

3. Login again using your Zeffy account's login credentials.

4. Your forms should now appear as expected.

3. The "checkout" is missing on the ticket selection page

The iPhone setting "reduce motion" disrupts the ability for the "checkout" button (which normally slides into the screen) to move onto the screen as expected.

Here's what that might look like:

To get it to show up, could you please go into your iPhone settings and follow these steps: Settings > Accessibility > Motion > Make sure the option "reduce motion" is toggled off. That should allow the checkout button to show up normally again.

4. The "checkout" is missing on the contribution to Zeffy page

Accessibility settings on iPhone that make text larger can affect the layout of that page and result in the bottom of the app being cut off.

Here's what this might look like:

Solutions

1) In your iPhone settings, go to "accessibility" > "display & text size" and make sure that the settings look as follows. The bold text and larger text should be set to "off."

2) If everything looks normal on the previous settings, go into your iPhone settings and go to "Display & Brightness." Under these settings, make sure "display Zoom" is set to default. Make sure that the "larger text" is off and that the bar at the bottom is set to the regular size as well.

Here is what your settings should look like:

By changing the settings shown above, the contribution page should show you four boxes, three suggested percentages and one box called "other." At the bottom, there will be a button that will allow you to continue with the payment process, like this:

5. I can't find the app on the App store

Your device and/or Apple ID might have localization settings that are outside of the US. Because the app is only available in the US, you'll need to change your settings for the app to become available to you in the App store. Please reach out to Apple Support and describe the situation for assistance.

6. Error connecting the reader

If you are receiving an error message regarding the connection of the card reader, please log out of the app and log back in.

None of the above

If none of the above solutions work for you, try the following:

Tap the credit card you are trying use to the back of the phone instead of on top.
Try using a different card or payment method, to help identify if the error is triggered by the device or the payment method
Try using a different device to help identify if the error is localized to the specific device, or the app globally

Contact our support team if none of the above help resolve the challenge you're facing on Zeffy tap to pay. Screenshots and specific information related to the form you're using, the card type and the transaction amount is helpful information to provide to resolve your issue quickly.