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Troubleshooting & FAQ

Common Resolution Steps

If you are facing issues with using the app, please follow these common resolution steps below.

Sign Out and In

You may Sign Out by navigating to the More tab and tapping Sign Out, then signing back in. If you have multiple EFTPOS Air businesses set up, then you will be prompted for which business you want to operate.

Restart EFTPOS Air

Bring up the iOS or Android task switcher and swipe the EFTPOS Air app away, then try running EFTPOS Air again.

Refer to this support article for details on how to close the app on your iPhone. https://support.apple.com/en-au/109359

Reinstall EFTPOS Air

  1. Locate the EFTPOS Air app on your device.
  2. Touch and hold the app icon and select the option to uninstall EFTPOS Air.
  3. Once EFTPOS Air is uninstalled, open the App Store (iOS) or Play Store (Android) to reinstall EFTPOS Air.

FAQs

What do I do if Airpay TAP/Tap to Pay on iPhone is returning an error?

  1. Some errors tell you exactly how to resolve them, so please follow any instructions provided in the error message
  2. Many errors are temporary and may occur only once, please try again and check whether your action is successful
  3. If you continue to encounter errors, please try disabling and re-enabling Airpay TAP/Tap to Pay by completing the following steps:
    1. Navigate to the More tab > Card Payments menu
    2. Tap "Disable"
    3. Tap "Enable"
    4. Complete a demo transaction, as prompted by the EFTPOS Air app
  4. If errors persist, please restart the EFTPOS Air app
  5. If restarting the EFTPOS Air app hasn't resolved the issue, sign out and sign in again
  6. If none of the previous steps have resolved the issue, re-installing the EFTPOS Air app may fix the problem
  7. If you're still encountering issues with the EFTPOS Air app, please contact support

Tap to Pay on iPhone

You can link your Apple ID via an iPhone or via the EFTPOS Air portal, please view the Apple ID Link section.

Does my device support Tap to Pay on iPhone contactless payments?

Tap to Pay on iPhone enables you to take contactless payments on your device.

For a list of compatible devices, please view the Device Compatibility page.

Why is Tap to Pay on iPhone returning an error?

If Tap to Pay on iPhone returns an error when trying to enable payments, then you may try the following:

  1. Try any actions suggested in the error message you received
  2. Try to Restart EFTPOS Air
  3. Please contact our support team and let us know the error code you're receiving, as well as any other important details, so that we can help you out.

You can find more helpful information on Apple's Tap to Pay on iPhone FAQ.

Airpay TAP (Android)

Does my device support Airpay TAP contactless payments?

Airpay TAP is available on compatible Android devices from popular manufacturers, including Samsung, Google, Oppo, Zebra and others.

For a full list of supported devices and minimum requirements, please view the Device compatibility page.

Why is Airpay TAP returning an error?

If Airpay TAP returns an error when trying to enable payments, then you may try the following:

  1. Try any actions suggested in the error message you received
  2. Try to Restart EFTPOS Air
  3. Please contact our support team and let us know the error code you're receiving, as well as any other important details, so that we can help you out.

Why are cards failing to be read?

There are multiple factors that could prevent a card from being read successfully. If you encounter this issue, please try the following:

Issue Troubleshooting Steps
Faulty Card
  • Try a different card; some cards have limited sensitivity when attempting contactless payments.
  • Try using a phone; phones utilise their own NFC which can be more sensitive than cards.
Incorrect NFC Location
  • Check online to determine where the NFC is most sensitive on your phone model.
  • Attempt to slowly move the card up and down until a successful tap occurs.
  • If your phone uses a case, removing it may assist in enhancing NFC sensitivity.
2 Lights when Card is Presented
  • Ensure that the card is being held steadily in place for a few seconds.
  • If the card uses Mastercard, it may take longer to read.
Phone NFC Issues
  • It may be possible that the phone model has a weak NFC chip, confirm using sources & reviews online.
  • If your phone model doesn't typically struggle to transmit information via NFC, it's possible that the phone has a faulty NFC chip.

Using the App

Why does the EFTPOS Air app prompt me to sign up for card payments?

If EFTPOS Air app prompts you to sign up for card payments unexpectedly, then you may have logged into the wrong account.

Try to Sign Out and In with the correct email address, and if problems persist then please contact us.

Don't have an account?

To sign up for EFTPOS Air, please contact us.

I've forgotten my password. How do I reset it?

On the Sign In screen, enter your email address and choose Next. On the next screen, choose Forgot password?, and then click Next.

You should receive a verification code via email. On the next screen, enter the verification code, then enter a new password.

Strong passwords

When creating a new password, you'll be required to enter a password that is sufficiently secure. You'll need to avoid using short common words, repeated characters, or commonly used passwords (like password123).

I've forgotten my email address. How do I retrieve my account?

Please contact us, and we will help you with this.

How do I use accessibility services when taking card payments?

To ensure the security of your customers' card details and PIN, EFTPOS Air on Android requires that any accessibility services are disabled during PIN entry. On Android, attempting to enter a PIN while running 3rd party accessibility services will result in the transaction being declined with a CT007 error code.

On iOS, you can safely use any accessibility features without needing to disable them during PIN entry.

If you use any accessibility services (such as a screen reader or a password manager), then we recommend using Android's Accessibility Shortcut feature, which you can use to quickly turn accessibility on and off as needed. You can use this feature to quickly disable accessibility when PIN entry is required and re-enable it afterwards.

Please see the in-app training, which can be accessed from More > Help Center > Airpay TAP Training, for more information.

You can read more about accessibility at:

Note that the process to enable accessibility shortcuts may differ between devices.

How do I enable or disable EFTPOS Air app features?

You can enable or disable EFTPOS Air app features (such as refunds) using the EFTPOS Air Portal.

  1. Navigate to portal.eftposair.westpac.com.au, then select Roles & Permissions from the side menu
  2. Select Edit under Global Business Features.
  3. To disable a feature, find the feature you'd like to disable (such as Refunds) and select the ✘ (cross) to disable it.
  4. To re-enable a feature, select the ✔ (tick) to enable it.

Following the above steps allows you to enable or disable a feature for your entire business. To disable a feature for certain user roles (e.g., Operators), you can do that from the same page by selecting Edit under the user role you'd like to change.

Managing sales

How do I provide a refund?

You can create a new refund by navigating to the Paid tab, selecting the sale you wish to refund, clicking the overflow button () in the bottom right corner, and selecting Refund.

How do I delete an invoice?

To delete a draft invoice:

  1. Tap on the draft you would like to delete
  2. Tap the overflow menu button (arrow icon) in the bottom right corner
  3. Select Delete

Invoices can only be deleted while in draft state and if there are no failed payments against the invoice. If an invoice has a failed payment, you may wish to void it.

To void an invoice:

  1. Tap the overflow button (arrow icon) in the bottom right corner
  2. Select Void

Invoices with a successful payment against them cannot be deleted or voided. Instead, you should cash them out by selecting Cash for the remaining payment and then refunding the customer any remaining money they are owed.

How do I find an incomplete register sale?

Go to the Paid tab and select the Incomplete filter option located below the search bar - all partially-paid sales in Retail mode will be displayed here.

Note: If you are in Retail & Invoicing mode, then incomplete sales will end up in the Invoices tab.

How do I clear a register sale?

You can clear the Register basket via one of the following methods:

  • Tap the price display on the Register at the top of the screen to bring up the register detail page, then tap the delete button on the top right corner.
  • Make sure the Register tab is selected and tap the Register tab again.

When will my funds settle to my account?

Subject to system availability, settlement is performed directly after business day cut-off. Business day cut-off for EFTPOS Air takes place 7-days a week at 8:50 PM (Sydney time). Settlement must be to an eligible Westpac business transaction account.

Any Other Issues

For any other issues, please contact us - our team is here to help.