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.
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