If Tap to Pay on iPhone is not showing on the Charge screen in your app please ensure its setup by going to your app home screen, selecting the 'My devices' tile, then 'Setup Tap to Pay on iPhone' and accept the T&Cs.
1) Check your iPhone is compatible
You will need an iPhone XS or above running iOS 16.4 or later to use Tap to Pay on iPhone.
iPads are not compatible with the Tap to Pay feature.
If you are unsure what your device's iOS version is you can check this by going to your phone's settings, selecting “General” then “About” - here it will tell you what version your device currently has.
2) Clear “Bad data” to reset the connection for Tap to Pay
Sometimes app performance can be hindered by an accumulation of temporary data files (cache). Clearing the cache will help refresh your app. Please follow the steps below:
Navigate to your phone's app list and tap on the “Settings” gearbox.
Select “General”
Next, you'll want to select “iPhone Storage”
Select the Lopay app and select "offload app"
If your phone is compatible with Tap to Pay, you should see a pop-up about getting started on your home page. You can also go to “Your Devices” on the Homepage and select “Tap to Pay on iPhone”.
3) Confirm the Lopay app has the permissions it needs
Ask them to follow the steps below to confirm if their permissions are all ok
1) Go to "Settings" on your iPhone
2) Select "Lopay" and ensure that all permissions as pictured below:
When installing the Lopay app, you'll be asked whether to allow it to access your location - please select "Always On" or "When Using".
4) Check your phone case is not interfering
An RFID-blocking phone case might interfere with the NFC (Near Field Communication) functionality on your phone. NFC is essential for contactless transactions, including tap-to-pay payments. Therefore, it’s advisable to avoid cases that may disrupt these signals to ensure seamless and secure transactions.
If after the above steps, Tap to Pay is not working, please contact us via the in-app chat or email us at [email protected].
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