Troubleshooting Tap Payment Processing

To process payments via the tap terminal, you need to ensure you are connected to the Bridge application and that your device is plugged in to your computer. The following will explain what the issue may be if you are having trouble processing payment. 

Terminal not connecting

There are 3 reasons why you might see the above message.

1. You're logged in with Safari - at this time, Safari does not support the Bridge application. The preferred browser is Chrome however you can also use other browsers including Firefox and Edge.
   
2. Your terminal is not plugged in. Please plug your terminal in via USB to continue.
   
3.  If your terminal is now plugged in, but you're still not connecting. 

Bridge not connected

If you see the above message, it means the Bridge application is not open. Please search for the Bridge application on your computer and click to open. The Bridge needs to remain open at all times so that the terminal can connect to process payments.

Failed payment

When payment fails, you'll see the above popup. There are a few reasons why you might see this message.

• Your client has insufficient funds in their account
  
• The card is expired
  
• The card has been blocked

Occasionally the Bridge will identify the reason for the failure (see screen shots below). We suggest asking your client for a different card and trying payment again.

The 'Beep' and terminal response

When your client taps the terminal, you'll hear one of two sounds. 

Single beep: This means the card has been read successfully and a response is pending

Double beep: This indicates that the card could not be read, or the card is expired. You can check the Bridge to see what the response may have been if you wish or try the card again.

No sound: If you are not hearing any sound after tapping and the terminal and Bridge are both on, check the card has not expired. If the card is valid and you're still not getting any response from the terminal, terminate the Bridge and re-open the application. Depending on your device, you can terminate the Bridge by right clicking on it and then select quit. You'll be asked if you want to terminate the session, say yes and then re-open the Bridge. 

Responses from the Bridge

You don't need to check the Bridge, as My Appointments receives responses directly from it. However, in the event you're not sure if a transaction has been processed, or if you're connected to the Bridge, you can check the responses there. Below we provide some of the responses you may see in the Bridge.

• Waiting for client - when the Bridge is first activated and ready to accept the first transaction
• Ready - after the first transaction is completed and the terminal is ready for the next
• Approved - when a payment has gone through correctly
• Pre-screen fail - when there is an issue with the card e.g. card is expired, reported stolen or lost
• Insufficient funds - your client does not have enough funds to cover the transaction costs
• Terminal not found - the terminal is not plugged into your computer and the Bridge cannot connect