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Frequently Asked Questions

What if I have a Samsung Pay® transaction issue?

Answers for the following Samsung 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
Nothing appears on the Mobile Device or Terminal when Checking Out
  1. Ensure that the card reader/terminal supports Samsung Pay.
  • Samsung Pay utilizes Magnetic Secure Transmission (MST) that mimics the magnetic strip on a physical card. This allows Samsung Pay to work on virtually any terminal with a card reader.
    1. Please reference this link for more information on device placement for payment terminals
  • Samsung Pay will NOT work with card readers that prompt cardholders to insert their card into a slot. These are most commonly found at gas stations, bus/train stations, and vending machines

2. Remove any thick cases/covers on the device as they can obstruct the communication between the device and payment terminal.

Mobile Device displays a “Card Cannot be Read” or Similar Error Message
  1. Re-attempt payment by placing phone near the terminal.
  2. Make Samsung Pay the default payment app on your device.
    • Go to Settings –NFC & Payment –Tap and Pay
  3. Check with the cashier/sales agent to ensure that the terminal is functioning properly.
  4. If terminal is functioning properly, please reach out directly to Samsung Pay Support, as this may be an application or hardware/software related issue.
  • Navigate to and touch Apps -Samsung Pay
  • Touch the More Options icon. Then, touch Help
  • To send an email inquiry, touch Contact Us or Call Customer Service

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