Overview
When processing credit card payments, you may encounter error messages that indicate a failed transaction. Understanding these messages helps resolve issues quickly and ensure a smooth customer experience. Before using tap-to-pay, make sure your setup meets all requirements.
Who uses this feature
Technicians
Primarily benefits Residential Service and Replacement business types
Applies to all trades
Feature configuration
The Field Mobile App is optimized for iOS, iPadOS, and Android phones and tablets. For more, see System requirements and mobile app information.
If you're using the Field Mobile App and need support, please contact Technical Support (through the office) or reach out directly to support@servicetitan.com.
Account configuration and office setup for Credit Card payment types and payment processor business unit (BU) connection is required to use tap-to-pay. Please contact your office for details.
Note: If your company uses Adyen processing for tap-to-pay, office setup for Adyen payment integration is also required. Please contact your office for details.
Tap-to-pay requirements for the Field Mobile App
The following is required to use tap-to-pay with the Field Mobile App.
Device requirements
Near-Field Communication (NFC) technology. This is typically enabled by default for iOS devices. You may need to turn it on for Android devices.
A device passcode or biometric.
iPhone XS or newer and iOS 17.4 or newer for Adyen tap-to-pay.
Android 12 or newer for Adyen tap-to-pay.
iOS 16.7 or newer for TSYS tap-to-pay.
Android 13 or newer for TSYS tap-to-pay.
App requirements
You must be running the latest version of the Field Mobile App. For details, see ServiceTitan's system requirements here.
You must be signed in to the Field Mobile App before attempting to start a tap-to-pay session.
Ensure your device has Bluetooth and network connectivity (Wi-Fi or cellular data).
Account and feature requirements
Your company must be onboarded to PayEngine (for TSYS) or Adyen.
You need to be online with an internet connection and you cannot be on a phone call when trying to use tap-to-pay.
If you're using an iOS device, you need to be signed into iCloud to use tap-to-pay.
Troubleshooting tap-to-pay in the Field Mobile App
Below are common payment failures and ways to resolve them.
General
Internet connection is required to use Tap to Pay: Turn on Wi-Fi or cellular data connection in your device settings. If you're in an area with poor service, move to an area where you can connect to the internet. You need to be online with an internet connection to use tap-to-pay.
Ensure your device has NFC: Only devices with Near-Field Communication (NFC) can use tap-to-pay.
Tap-to-pay button is missing: If you can see the card reader button but not the Tap-to-Pay option:
Sign out and back into the Field Mobile App.
Ask your administrator to ensure your account is properly configured for tap-to-pay and that the appropriate business units are assigned to the enabled processor.
Ensure your device has Near-Field Communication (NFC).
If the issue continues, contact Fintech support at fintechsupport@servicetitan.com. It may indicate an incomplete onboarding process that requires assistance.
iOS
Unexpected failure, You need screenlock passcode configured on your device, or 400 Error: Make sure your iPhone has a lock screen password set. This is required by Apple.
Device not supported: Ensure your device model is iPhone XS or newer and using iOS 17.4 or newer. This is required to use tap-to-pay with the Field Mobile App.
Note: For more, see Adyen's system requirements here and ServiceTitan's system requirements here.
Android
Turn on NFC: Turn on Near-Field Communication (NFC) for your device. This is required to use tap-to-pay.
Device not supported: Ensure your device is using Android 12 or later. This is required to use tap-to-pay.
Developer options are turned on: Turn off developer options in system settings on your device. Tap-to-pay won't work if developer options are turned on.
Date / time on device is not set to "Automatic date and time": In your device settings, set the date and time to automatically update. This is required to use tap-to-pay.
If you continue to experience issues after completing the troubleshooting steps, please contact our Fintech Support team at fintechsupport@servicetitan.com for further assistance.