Almost every Tap to Pay problem is one of five things: the reader fell asleep, a permission is missing, an old pairing is in the way, an update got interrupted, or the card itself was declined. Here's each one, worst-first.
"This device can't use the card reader yet"
The reader only works in the installed Run a Call app, not in a web browser. Update the app from the App Store or Google Play, then open the invoice from the app.
The app can't find or connect to the reader
The screen stays on Connecting to reader… and then shows Payment not completed, with a message such as Reader connect failed. The reader only advertises for a few minutes after power-on. After that it naps, and the lights can keep blinking even while the radio sleeps. The fix is almost always:
- Power the reader off and on (hold the side button; two beeps, sweeping green lights).
- Fully close and reopen the Run a Call app.
- Try again with the reader right next to the phone.
Still nothing? Check the permissions below.
Bluetooth permission missing
The phone can't find a reader without Bluetooth permission:
| Platform | Check |
|---|---|
| iPhone | Settings → Run a Call → Bluetooth on. |
| Android | Settings → Apps → Run a Call → Permissions → Nearby devices allowed (on older Android versions, Location). |
Deleting and reinstalling the app wipes these grants — re-check them after any reinstall.
Connect fails, or the phone keeps asking to pair
A leftover Bluetooth pairing from an earlier phone or session can block the reader. On the phone that previously used the reader:
- iPhone: Settings → Bluetooth → find the device starting with STRM → Forget This Device.
- Android: Settings → Connected devices → same thing.
Then power the reader off and on, and try again from the Run a Call app.
Remember: one reader connects to one phone at a time. If Mike's phone is mid-session with the reader, Sarah's phone can't take it until Mike's session ends.
"The reader update stalled"
A reader's first connection can trigger a required update, shown as One-time reader setup with a progress bar. If it stalls:
- Put the reader on its charger and retry — updates resume where they left off.
- Never power off the reader or close the app mid-update. Interrupted updates are the one way to genuinely damage the reader.
- If it repeatedly stalls, screenshot the error and contact support.
Card declined after "Tap, insert, or swipe"
If you got as far as the tap screen, the reader and app are working. The decline comes from the card or the bank. Tap Try again with another card, or tap Cancel and collect by Cash, Check or another method.
Reader shows "Offline" in Settings
Normal. The Readers list under Settings → Integrations → Tap to Pay shows Offline whenever the reader is powered off or not in use. It doesn't mean anything is broken.
Removed a reader by mistake?
Just connect it again: open any invoice in the mobile app and tap Card. The reader re-registers and reappears in Settings.
Battery habits worth having
- Charge the reader fully (~2 hours) before first use.
- Keep a charging cable in the truck. A dead reader at the door means collecting another way or leaving the balance on the invoice.
Still stuck?
Take a screenshot of the exact on-screen error (the message is specific on purpose) and send it to support — it tells us precisely which step failed.