Some NFC mobile payments not accepted

[DaveVV]

Hello- I never used to have any problems with this, but last month I had a couple payments made with mobile not go through and the person had to use their real card. I use the reader once a month, and this week it happened about 5-10 times out of about 60 sales. It was a bit of an incovenience at best, but a bigger problem when people didn't have their real card with them.   I didn't ask what banks people were with, though I noticed one was Santander. As more and more people are using phones I can see this becoming an issue.

Any ideas?

Many thanks.

[Breffni]

Hi @DaveVV thanks for flagging this. 

When this happened was the transaction declined or did something else happen? 

I would suggest reaching out to our support team about this directly when you can so that they can take a look at the list of transactions if they were declined. We don't have access to those details here on the Community, unfortunately. 

If you didn't see a decline message, let me know and we can run through some other potential causes here. 

[DaveVV]

Thanks for the reply. I think it was the  "Insert or Try Another Card. Unable to process contactless payment" message. I can't be sure though, as it sent me into a slight panic every time 😀   When they used their real card, it worked fine, so it wasn't a contactless problem where they had to insert card after however many contactless payments. It was definitely only when they used the phone.