Mandatory Workflow Change
This change will automatically apply to all customers with this release. Review the new workflow and update your team training materials before the release date.
This improvement adds a security requirement for technicians using Adyen card reader or Tap to Pay payments in the ServiceTitan Field Mobile App or ServiceTitan Mobile — their mobile device must now have a passcode set up.
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What's changing?
Previously, technicians using Adyen card reader or Tap to Pay (TTP) payments could collect payments in the field without a device passcode configured. Adyen now requires a passcode on the device before a card reader or TTP payment session can begin. If a technician's device does not have a passcode set up, they will see an error message prompting them to add one in their device settings before they can continue.
Resources
Pair an Adyen, BBPOS, or ID TECH credit card reader with the ServiceTitan Field Mobile App
Set up your mobile device with the Adyen NYC1 card reader in ServiceTitan Mobile
Before and After
Before (Current)
Technician opens a job invoice in the ServiceTitan Field Mobile App.
Technician selects Collect Payment and chooses Card Reader or Tap to Pay.
Payment session starts regardless of whether the device has a passcode configured.
Impact: Technicians without a device passcode can still process Adyen card reader or Tap to Pay payments with no interruption.
After
Technician opens a job invoice in the ServiceTitan Field Mobile App.
Technician selects Collect Payment and chooses Card Reader or Tap to Pay.
If the device does not have a passcode set up, the technician sees a Set Up a Passcode to Use Tap-to-Pay error message.
The technician goes to their device settings, sets up a passcode, and returns to the app.
The technician completes the payment using Card Reader or Tap to Pay.
Impact: Technicians must have a device passcode set up to process Adyen card reader or Tap to Pay payments. This ensures payment sessions meet Adyen's security standards.
Who uses this feature
Residential Service and Replacement
Technicians
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A plumbing technician arrives at a job and attempts to collect payment using Tap to Pay on their iOS device. Because their phone's passcode was recently removed, they see the "Set Up a Passcode" prompt. They add a passcode in Settings, return to the app, and complete the payment without needing a physical card reader.
A technician using an Adyen NYC1 card reader to collect payment on a furnace replacement job is prompted to set up a device passcode if one isn't present. After adding the passcode, the card reader pairs normally and the transaction proceeds.
An administrator receives notice of this requirement ahead of the 76.3 release and communicates to their technician team that all devices used for Adyen payments must have a passcode configured before the update goes live.
How to Prepare?
Identify all technicians on your team who use Adyen card reader or Tap to Pay payments through the ServiceTitan Field Mobile App.
Confirm that every device used for Adyen card reader or Tap to Pay payments has a passcode configured in the device settings (iOS: Settings > Face ID & Passcode; Android: Settings > Security > Screen Lock).
Communicate this requirement to your technician team before this release so they are not caught off guard in the field.
Bookmark the Adyen payment help articles in the ServiceTitan Help Center so technicians have a quick reference if they encounter errors.
Train technicians to recognize the error messages and know how to resolve them by adding a device passcode in settings.