Tap on Mobile FAQ

No. Tap on Mobile only supports contactless payments.

Yes. Refunds can be processed directly in the app.

No. Receipt details cannot be edited.

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

Yes. Receipts can be sent from the app after payment.

No. At least one card payment method must be enabled, even if you choose not to use it.

No. MFA is mandatory for security.

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

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

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

Refer to the card validation guidelines in your Merchant Agreement.

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

We setup the merchant profile based on information collected during onboarding. Please contact us to modify your profile settings.

• The app shows a success screen  
• You can view the transaction in the Transactions tab  
• You can send the customer a receipt from the app

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

Refunds are processed via the Tap on Mobile portal and are usually received by the customer the next business day.

Go to the Tap on Mobile portal

The QR code is valid for 3 minutes. The full payment window is 7 minutes.

Three failed attempts will lock the User ID.

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

Yes. Direct Pay complies with PCI security standards.

• 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

• Trading name
• Registered business address
• Business contact number

Pending: Awaiting bank approval

Approved: Payment successful

Expired: Customer did not complete payment

Declined: Payment rejected

Refunded: Refund completed

You will need to request a new MFA code.

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

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

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

QR not scanned: Expires after 3 minutes

Approval not completed: Expires after 7 minutes

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

For Apple click here

For Android click here

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

Fees are invoiced monthly for the previous month’s transactions.

• Card payments: 10:15pm
• Direct Pay: 11:00pm

Transactions processed after these times settle the next business day.

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

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

EFTPOS Central manages your transaction and refund limits.  If you receive any error messages regarding transaction or refund limits, please contact us on 06 357 4598.

Direct Pay does not support surcharging.

Possible reasons include:

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

Check your details and try again.

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 us for assistance.

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

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.

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.

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

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