Troubleshooting the Tap to Pay App (iOS)

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 17 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:

2. Reader disconnects or won't connect

If your reader disconnects during a payment or won't connect when you're trying to accept a card, follow these steps to recover the connection.

First, check these device settings:

• Passcode required: Apple requires a device passcode for Tap to Pay. Go to Settings → Face ID & Passcode (or Touch ID & Passcode) → Turn Passcode On. Enter a six-digit passcode.

• Location access: Go to Settings → Zeffy → Location → Set to "While using the app."

• iOS version: Make sure you're on iOS 17 or newer. Go to Settings → General → Software Update.

If the reader still won't connect:

1. Sign out and back in. Tap the settings icon in the top right → Sign out → Log back in with your Zeffy credentials.

2. Restart the app completely. Close Zeffy from your app switcher and reopen it.

3. Reinstall the app. Delete Zeffy from your phone and reinstall it from the App Store.

4. Disable Face ID/password for the app. Go to Settings → Zeffy → Turn off the password/Face ID setting.

5. Turn off Apple Intelligence & Siri for Zeffy. Go to Settings → Zeffy → Apple Intelligence & Siri → Set to off.

Fallback options if connection still fails:

• Use a QR code: From your Zeffy dashboard, share the form's QR code so the donor can complete payment on their own device.

• Try another card: Test with a different card to rule out card-specific issues.

• Try another device: If available, use a different iPhone to check if the issue is device-specific.

3. I cannot find my form

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

1. Click the Settings 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.

4. 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.

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

If you're stuck on the contribution page and can't proceed past selecting the contribution amount, it may be due to your iPhone's accessibility settings. Enlarged text can alter the page layout and cause the confirmation button to be 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.

3. 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:

6. "An error occurred, please try again"

If you're seeing the message "An error occurred, please try again" after attempting to connect your reader, it's usually because your iOS device does not have a passcode set up.

This is a security requirement from Apple for any apps that access your device's card reader, NFC reader, or handle sensitive payment information.

How to Enable a Passcode on iOS

• Open the Settings app on your iPhone.

• Scroll down and tap Face ID & Passcode or Touch ID & Passcode, depending on your device.

• Tap Turn Passcode On. There, enter a six-digit passcode (or choose Passcode Options for a four-digit or custom code).

• Once the passcode is set, restart the Zeffy app and reconnect the reader.

After enabling a passcode, your reader should connect successfully.

7. None of the above

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

• Tap the credit card you are trying to 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.