Mobile Tap Troubleshooting







Need Help?
Illustrated image

General Mobile Tap troubleshooting steps:

  • Unpair the Mobile Tap from all previously paired devices
  • Remove it from the iOS Bluetooth settings
  • Factory reset the Mobile Tap by holding the power button for 10 seconds until it beeps
  • Set a password at the device level, then restart the device at least once
  • Verify iOS settings for location sharing and local network access
Card image

Good to know: How to reset devices

  • Press and hold the power button until it beeps.
  • This resolves most connection issues.
Card image

Do NYC1 devices only work on live accounts?

  • No, NYC1 devices work on trial accounts without issue. The most common error is that no password has been set at the device level.

If tips option is not showing:

In the Back Office, go to:

  • Configuration
  • Payments
  • Allow tipping when paying
  • POS payment screen
  • Save
Illustrated image

Issue: Trying to do a payment with the handhelds, but get Error 16

Solution: This code occurs when the iOS device doesn’t have a passcode set in the iOS settings.

  • You’ll also see a snippet in the logs confirming that the passcode is the issue.
  • After setting a passcode, restart the device and try again.
Illustrated image

Related: Error 17

  • Issue: Device passcode was removed.
  • Solution: Set a passcode on the device.
  • Reason: Both Mobile Tap and Tap to Pay require a passcode.
Illustrated image

Issue: Mobile Tap not working

Card image
  • Situation: Each time the settings are accessed, the device needs to be re-paired. When pressing Mobile Tap, this error appears:
  • Solution: Asked the client to set a passcode on their devices, and the error disappeared.
  • For context: A passcode is required for both Tap to Pay and Mobile Tap; Face ID alone is not sufficient.
Card image

Solution for subsequent error message:

  • Ensure the terminal is assigned to a store (TID = Terminal ID = Serial number).
  • Reload the device and try again.

Issue: Missing payment method

Card image

Scenario: Tried to uninstall and reinstall the app, but it still doesn’t show on devices (using our(iPhone)

Card image

Solution: There is no passcode for the iPhones.

Scenario: Testing mobile tap and receiving this error. The iPad is connected to the network and mobile tap is paired.

Card image

Solution:

  • If you see the Cannot transact. make sure you have a network connection and try again. (NO_TOKEN) error.
  • Contact the Partner Ops Team to run a script > LSPAY > Add missing LSPAY PM Mapping.
Card image

Explanation:

  • This is a configuration error on the K-Series side.
  • If the Tap to Pay or Mobile Tap payment methods don’t appear at checkout, you’ll also need to ask the Partner Ops Team to run a script (that’s the most common use case).

Situation: Mobile Tap is connected to the POS using an NYC1 device, shows in the Back Office, and is connected to the iPad. When processing a payment, the tip screen appears. After bypassing it, this error displays:

Solution: First, ensure there’s a passcode on both the NYC1 device and the iPad.

— If Bluetooth is enabled, check the following in the iPad settings:

Settings > Wifi network > i > DISABLE “Private wi-fi address

Settings > Privacy & Security > Location Services > ONSettings > Apps > Scroll all the way down to Restaurant > Location > While Using the AppSettings > Privacy & Security > Local Network > Ensure Restaurant App is ONSet a device level passcode from the iOS settings**Ensure that timezones are set and accurate / set to automatic

Issue reconnecting Mobile Tap to iPhone:

  • Situation: The error persists despite unlinking and relinking, even with the devices in close proximity. The merchant confirmed the connection was working previously.
  • Solution: Disconnect the Mobile Tap and perform a hard reset by holding the power button for 10 seconds until it beeps. Then re-pair the device.
Illustrated image

Issue: Mobile Tap payment method not working

Troubleshooting steps taken:

1. Unpaired all Mobile Tap devices
2. Reset and re-paired Mobile Tap devices
3. Enabled Mobile Tap payment method

  • Situation: When selecting the Mobile Tap payment method on the POS, this error appears: Cannot transact. Make sure you have a network connection and try again. (NO_TOKEN)
  • Solution: Contact the Partner Ops Team to run a script > LSPAY > Add missing LSPAY PM Mapping.
Illustrated image