Tap on Mobile FAQ

Confirm the customer has:

• Scanned the QR code
• Selected their bank
• Approved the payment in their banking app

You can tap Check Status in the transaction screen.

• Ask them to check their internet connection
• Regenerate the QR code
• Use another payment method if needed

• ANZ
• ASB
• BNZ
• Co-operative Bank
• Westpac

No. MFA is mandatory for security.

You will need to request a new MFA code.

• Check your spam or junk folder
• Try generating a new code
• Confirm your email address with your administrator

Yes. Wi-Fi or mobile data is required. Offline payments are not supported.

• Android tablets with NFC: Yes
• iPads: Not supported

Bank/Partner setup the merchant profile based on information collected during onboarding. Please contact your Bank/Partner to modify your profile settings.

The logged in User may not have the necessary privileges to refund a payment. In this instance, the option to Refund Payment will be unavailable.  Please contact your Partner/Bank.

Go to Transactions, select the transaction, and choose Refund. Partial and full refunds are supported.

• Card detection: 60 seconds
• Direct Pay QR display: 3 minutes
• Direct Pay payment confirmation: 7 minutes
• Session timeout: Occurs after inactivity or login from another device

The app normally requires sign-in. If the app is left running in the background, you may remain logged in temporarily. Automatic sign-out occurs after inactivity.

Your Partner/Bank manages your transaction and refund limits.  If you receive any error messages regarding transaction or refund limits, please contact your Partner/Bank.

No. Receipt details cannot be edited.

• Trading name
• Registered business address
• Business contact number

Transactions up to three months old are available in the Merchant Portal.

If a transaction does not appear, it was not completed successfully.

Check the Transactions tab before retrying. Only approved transactions appear there.

Yes. Refunds can be processed directly in the app.

Refer to the card validation guidelines in your Merchant Agreement.

• Under NZD $200: No PIN required
• Over NZD $200: The customer will be prompted to enter their PIN

No. Tap on Mobile only supports contactless payments.

The card may not be contactless. Look for the contactless symbol and ensure NFC is enabled on your device.

Three failed attempts will lock the User ID.

Select Forgot User PIN on the login screen and follow the reset instructions. PINs can also be reset via the Merchant Portal.

Possible reasons include:

• Incorrect User ID or PIN
• Your account is inactive or suspended
• No internet connection

Check your details and try again.

Yes. Location services, NFC, and an active internet connection are required to use the app.

Yes. The monthly fee applies as soon as your account is activated, regardless of the activation date.

Yes. You can download the app once you receive the activation email, but you must complete activation in the merchant portal before taking payments.

Please check that your phone is compatible. Compatibility information can be found here.

The app is called Worldline NZ Tap on Mobile and can be downloaded from the Apple App Store or Google Play Store.

For Apple click here

For Android click here