Resolve issues with Tap to Pay on iPhone.

If Tap to Pay on iPhone isn’t working, review the recommended troubleshooting steps to resolve common issues and error messages. 

Error message: Account blocked

This means there could be a security-related issue with your mobile wallet, your bank, or your iPhone. To fix this, contact Stripe if you’re using Stripe as your payment processor. If you’re using Squarespace Payments, you can reach our support team here

Error message: Account deactivated

This usually appears if you don’t have access to your Apple account. To fix this, contact Apple.

Error message: Device blocked

This can appear if there are issues with the customer’s payment method or bank. To fix the issue, have the customer try tapping their phone again or use a different payment method.

Error message: Device busy

This message means the device is currently processing a transaction. To fix this, wait for a few moments, then try the payment again.

Error message: Invalid account

This usually appears when you try to add Tap to Pay on iPhone without a valid Apple ID. To fix this:

1. Create an Apple Account.
2. Open the Squarespace app, and follow our steps to enable Tap to Pay on iPhone.

Error message: Payment failed

If you see a “Payment failed” message, the transaction didn't go through. To fix the issue, have the customer try tapping their phone again or use a different payment method.

Error message: Something went wrong

Most likely, a browser extension, internet connection, or ad blocker is interfering with your Tap to Pay on iPhone connection. To fix this:

1. Ensure you meet the requirements to use Tap to Pay on iPhone.
2. Ensure Tap to Pay on iPhone is enabled for the store.
3. Set your device’s Date & Time settings to automatic.
4. Double check your internet connection and firewall settings. Squarespace POS needs to connect to the internet through Wi-Fi or your device's cellular data to process payments. If you can't connect to the internet, then you need to use a different payment type while you're offline.
5. Ensure your device has Bluetooth turned on and that Squarespace POS has the necessary permissions to access the device's Bluetooth.
6. Ensure Squarespace Payments is not in test mode.
7. Close and reopen the Squarespace app.
8. If the issue persists, contact us.

Note: Unauthorized modifications on an iPhone can prevent Tap to Pay on iPhone from working on your device.

Error message: Software update required

This usually appears if your iPhone’s software is out of date. To fix this:

1. Update your iPhone’s software to the latest version of iOS.
2. Open the Squarespace app, and follow our steps to enable Tap to Pay on iPhone.

Error message: Stripe setup is incomplete

This usually appears if you don’t have business location details added to your Stripe account. To fix this, follow Stripe’s documentation.

Error message: Terms of Service not accepted

This means your Tap to Pay on iPhone signup process isn’t complete because you need to accept Stripe’s Terms of Service. 

If you use Stripe, log into your Stripe account to accept terms:

1. Close the Squarespace app.
2. Log into your Stripe account, and accept Stripe’s Terms of Service. For help, contact Stripe.
3. Open the Squarespace app, and follow our steps to enable Tap to Pay on iPhone.

If you use Squarespace Payments, you accept the Squarespace Payment Terms during the initial signup. If you see this error, it may mean the required payment terms acceptance is incomplete, or there's an issue specific to enabling Tap to Pay. To fix this:

1. Review your connection status in the Payments panel. Ensure all setup steps, including clicking Agree & submit to accept the Payment Terms, are complete. 
2. Open the Squarespace app, and enable Tap to Pay on iPhone.
3. If the issue persists, contact us.

Error message: Transaction canceled

This message means the transaction was canceled before it could be completed.

To fix this, the customer should try tapping their card or device again. If the issue persists, they should try another payment method.

Tap to Pay on iPhone isn’t working

If you're still experiencing issues with Tap to Pay on iPhone and don't see your specific error message, there may be a connectivity or account-related issue. 

• Check that you meet all the eligibility requirements for Tap to Pay on iPhone.
• Check your internet connection and device settings.
• If you've recently made changes to your Apple account, wait 15 minutes and try again.

If the issue persists, contact us.