Use this guide to identify and resolve common StewardPay issues, including payment failures, login problems, and device connection errors. Work through the relevant section; if a problem persists, contact your administrator.
Common Issues and Fixes
A Tap Payment Won't Go Through
- Ask the payer to hold the card or device near the top of the iPhone and keep it steady until confirmation appears.
- Have them try again slowly. For a mobile wallet, confirm they've authenticated with Face ID, Touch ID, or a passcode first.
- If one card repeatedly fails, ask the payer to try a different card or wallet.
A Payment Was Declined
- A decline usually indicates an issue with the card, such as an expired card, insufficient funds, or a block by the card issuer.
- No money is charged on a decline. Offer to try a different payment method.
- Suggest the payer contact their bank if the problem continues.
I Can't Sign In With My PIN
- Confirm you're entering the most recent PIN emailed to you.
- If you forgot it, request a reset so a new PIN is emailed (see Managing StewardPay Users and PIN Access).
- If your user was disabled, an administrator must re-enable it in Giving Admin.
The App Says the Device Isn't Connected
- Check the internet connection and try again.
- Confirm the device is still registered in Giving Admin; re-register if necessary (see Registering an iPhone).
- Close and reopen the app.
I Need to Reverse a Transaction
- Within the void window, open the Transaction List and void it (see Managing StewardPay Transactions).
- If the transaction has settled and is greyed out, ask staff to process a refund through Giving.
Device Settings Is Not Visible in Giving Admin
If you do not see Device Settings, your giving account may lack permission for that section. On the manager permission page, click the Organization > Device Settings checkbox.
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