Tap Not Working on Cards
This can be a common question that crops up, and there can be several reasons a card may not tap.
Depending on the message sent from the customer, the best cause of action is to send the best practices video. This video shows how the cards are tapped on both Apple and Android phones. Always make sure you check what card they have ordered to better signpost the customer depending on the product they have.
Now sometimes, this will not solve the customer's problem, and at this point, you can either ask for a video or you can ask the customer to book a meeting. If we get a video, this will let us know what the main issue is they're facing.
- Tapping in the wrong place on a phone
- Trying to tap a metal card on the metal side, not the plastic side
- The card generally does not seem to work.
If it is the last option, then we can get the customer to re-encode the card for this. All they need is their link which is simple if they only have 1 card, which you can then send the customer along with the guide which has been created on Re-encoding, which will help them resolve the issue.
If the customer has a card as part of a large order, the best course of action is to ask the customer to send you a picture of the QR code attached. This will automatically let you know the link to assign to the card.
If this fails then the only option we have is to reprint the card and get it sent out.
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