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Frequently Asked Questions

What if I have a Google Pay® transaction issue?

Answers for the following Google Pay® transaction issues are available on this page: 

  • Nothing appears on the Mobile Device or Terminal when Checking Out
  • Mobile Device displays a “Card Cannot be Read” or Similar Error Message
  • GooglePay Transaction is Declined at Checkout
Nothing appears on the Mobile Device or Terminal when Checking Out
  1. Ensure the point of sale terminal is NFC Enabled.
    • At a store, look for one more of these symbols when checking out. These symbols denote a NFC capable terminal that accepts Google Pay
  2. Hold your phone within a ½ inch to an inch away from the terminal.
    • Waving the device over the terminal will not trigger the payment screen on the device
  3. Hold you phone a different way.
    • The NFC antenna maybe located either at the top or bottom of your device
  4. Make GooglePay the default payment app on your device.
    • Go to Settings –NFC & Payment –Tap and Pay
  5. Consult with the cashier/sales agent to ensure that the terminal is functioning properly.
Mobile Device displays a “Card Cannot be Read” or Similar Error Message
  1. Re-attempt payment by placing phone near the terminal.
  2. Check with the cashier/sales agent to ensure that the terminal is functioning properly.
  3. If terminal is functioning properly, please reach out directly to Google Support, as this may be an application or hardware/software related issue.
GooglePay Transaction is Declined at Checkout
  1. Verify that the issue is not related to the payment card (e.g., insufficient funds, incorrect PIN, etc).
  2. If device vibrated and a green check mark appeared, but the merchant did not receive payment, ask the cashier for help. The merchant’s terminal may have a problem accepting payments.

 

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