Ezypay Tap to Pay – Merchant FAQ

Introduction

Welcome to the Ezypay Tap to Pay Merchant FAQ. This guide is designed to help merchants understand and navigate the Ezypay Tap to Pay feature, which enables seamless in-store payments using your mobile device. Unlike traditional checkout payment methods, Tap to Pay allows merchants to initiate transactions directly via their integrator’s platform, offering a faster and more flexible payment experience.

1. How is this different from checkout payment?
   For Ezypay Tap to Pay, the payment is initiated by the merchant via the integrator’s platform and collected in-store using Ezypay Tap to Pay on your mobile device.
2.  I did not receive my device code.
   Please contact your integrator’s Support Team for assistance. If a new code is requested within 24 hours, the same code will be reissued. 
   If you encounter an “incorrect code” error, contact your integrator to resolve the issue.
3. How many devices can use the same code?
   Each device code can only be used on one device. If you wish to enable Ezypay Tap to Pay on an additional device, please download the Ezypay Tap to Pay on the new device and request a new unique code from your integrator.
4.  How can I enable this feature?
   You can enable Ezypay Tap to Pay by submitting the Change of Business Details Form (insert updated form link). Once received, the feature will be enabled within 3 working days, subject to your integrator supporting Tap To Pay as a payment method.
5. Does my device support Ezypay Tap to Pay?
   Please refer to the following links to check if your device meets the necessary requirements. If your device is not supported, you will see an error screen upon attempting to use Ezypay Tap to Pay. 
   • Android Device Requirements
   • iOS Device Requirements
6. Why am I getting an error and unable to connect?
   If you encounter connectivity issues, please ensure:
   • Your internet connection is stable.
   • NFC is enabled on your device. If it is disabled, you will need to turn it on manually. 
   • If the issue persists, please contact us at help@ezypay.com.
7.  Will Ezypay issue a receipt for Ezypay Tap to Pay payments?
   Ezypay does not issue receipts for Ezypay Tap to Pay transactions. Successful payments will appear on your integrator’s platform, where you can generate and issue receipts to customers.
8. Will I lose my access if I clear my cache or change my device?
   If you clear your device cache, you will need to re-register by obtaining a new activation code from your integrator.
9. How can I process a refund?
   Refunds for Ezypay Tap to Pay transactions will need to be processed the same way as any other refunds are processed. Refunds initiated from the integrator’s system will be refunded back to the same card it was deducted.
10. What should I do if my device is lost or stolen?
    If your device is lost or stolen, please contact us immediately at help@ezypay.com to request that the Ezypay Tap to Pay feature be disabled on the affected device.
    Please note: Payments via Ezypay Tap to Pay can only be initiated through your integrator’s platform.
    Funds collected are deposited directly into your Ezypay merchant wallet and are then settled to your registered bank account.
    Unauthorised payments cannot be processed without your integrator’s initiation
11. What is the Ezypay Tap To Pay app, and how does it work with my gym’s membership platform? 
    Ezypay Tap to Pay is a mobile payment solution that allows your staff to accept card payments directly on an Android or iOS device. It integrates seamlessly with your gym’s membership platform, enabling smooth payment collection for memberships, classes, and other services without the need for traditional payment terminals.
12.  Do I need any additional hardware to use the Ezypay Tap to Pay app? 
    No. The Ezypay Tap to Pay app does not require any additional hardware apart from a compatible Android or iOS mobile device.
13. Is the Ezypay Tap to Pay app secure and PCI compliant? 
    Ezypay Tap to Pay is a certified Level 1 PCI mPoc-compliant payment processing solution. This means customer data is kept safe and secure, and payments are processed using the most up-to-date security available.
14.  How do I install and set up the Ezypay Tap to Pay app on my device? 
    Please refer to the Merchant Onboarding Process document for step-by-step guidance on downloading, installing, and configuring the app. 
    (We will link the Merchant Onboarding Process document here.)
15.  How do I link the Ezypay Tap to Pay app to my gym’s membership platform? 
    Integration with your membership platform is included as part of the onboarding process. Please refer to the Merchant Onboarding Process document for detailed instructions. 
    (We will link the Merchant Onboarding Process document here.)
16. How are payments processed and settled? 
    Payments processed through the TTP app will follow your standard settlement cycle. There are no changes to your existing settlement process.
17.  What is the transaction limit? 
    The maximum transaction limit per payment is $1,500.
18.  Can I accept payments from international cards or Apple/Google Pay? 
    Yes, Ezypay Tap to Pay supports transactions made using Visa and Mastercard, including those linked to international cards. Payments made via Apple Pay or Google Pay are also accepted, provided the underlying card is a Visa or Mastercard.
19. Where do I get the Ezypay Tap to Pay app? 
    Search “Ezypay Tap to Pay” in the Google Play Store or App Store.
20. Do I need to use a software provider? 
    Yes. This app only works if your business uses a software provider that’s integrated with Ezypay.
21.  What is the activation code, and where do I find it? 
    The activation code will be provided to you by your software provider, after you have completed the registration of the Ezypay App
22. What if the activation code doesn’t work? 
    Re-enter the code carefully, ensuring you have entered all the numbers correctly. If you’re still having trouble, contact your software provider.
23. Will I see the payment confirmation in my system? 
    Yes, payment confirmations appear in your software instantly once a payment goes through.
24.  Is this app available outside Australia? 
    No, it is currently only available in Australia.
25.  Do I need to sign up with Ezypay separately? 
    • If you are an existing Ezypay merchant integrated with a software provider, you can write in to, help@ezypay.com and we can guide you on the steps to enable TTP. 
    • If you are not an Ezypay merchant, you will first need to create a merchant account with Ezypay.
26.  What happens if I download the app, but I'm not using a software provider?
    If your business is not registered with Ezypay through an approved software partner, you won’t be able to log in. Please contact your software provider to check if they support Ezypay Tap to Pay.
27. What payment methods are supported by Ezypay Tap to Pay?
    Ezypay Tap to Pay supports all forms of contactless payments, including debit and credit cards (MasterCard & Visa), as well as digital wallets like Apple Pay and Google Pay.
28. Why am I not seeing notifications for pending payments? Why aren’t my payments working as intended?
    If you've pushed an invoice to Ezypay Tap to Pay, but haven’t received a notification, please check your device settings. Notifications may be turned off. Notifications are required to be set to ‘enabled’ to allow Ezypay Tap to Pay to work. To ensure you receive real-time updates, go to your device settings, find the Ezypay Tap to Pay app under Notifications, and enable.
29.  Where do I find my activation code? Where do I enter my device ID?
    Each software provider is different. Please refer to your software provider’s FAQ section or contact their support team.
30. My payment has failed. Why?
    Payments can fail for many reasons. Your customer may have insufficient funds to make the payment, they may have entered their PIN incorrectly, or there might be a technical reason, such as network downtime. Please attempt the payment again.
31. How long does payment processing take?
    Card and digital wallet payments are often processed instantly; however, the funds may take up to 3 business days to appear in your account after settlement.
32.  What happens if I don’t tap my card right away? 
    If you don’t tap your card within 2 minutes of the payment screen appearing, the transaction will time out and fail. You’ll need to restart the payment process to complete the transaction.
33.  How do I issue a receipt for an Ezypay Tap to Pay transaction? 
    Receipts are generated and issued through your software provider’s system. Ezypay Tap to Pay does not print or send receipts directly.
34. Why doesn’t my activation code work?
    Please note that the activation code will only be valid for 24 hours; after 24 hours, you will be required to restart the registration process.
35.  Why couldn’t my registration be completed?
    You need to ensure NFC is enabled in your smartphone’s device settings to accept contactless payments with Ezypay Tap to Pay. Please search for ‘NFC’ in your smartphone’s device settings and ensure that it is enabled.