Last updated 10/18/2025
Min Read Time

FAQ

Where should my customer tap their card?

Your device will have a NFC reader, typically on the back of the device that is used to read the contactless card data. The location of the NFC reader can change based on the device manufacturer, so we recommend checking the user guide of your unique make and model so you can direct your customer where they should tap their card.

We have included a ‘NFC Test’ feature that will allow you to practice the location of the NFC reader, you can freely attempt to detect the contactless card without worrying about taking a real payment. This is available by navigating to ‘Account >>> NFC Test’ within the Genius Mobile Pay application.

For the best possible contactless card read, we recommend you don't have anything on the back of your phone that could block the NFC chip (magnet, hard cover, etc.)

Why am I having issues logging into the app?

Before you can login you need to make sure you have a signed contract with Global Payments to accept cards with Genius Mobile Pay. Once the contract is processed, you will receive the login details for the app in your email (we recommend checking all folders including SPAM). Alternatively, contact us via the email address within the support section of the Genius Mobile Pay application.

If you have forgotten your password, you can complete a password reset directly in the Genius Mobile app within the app login screen.

Error messages

0F or 21 (Incomplete NFC read)

These messages indicate that the contactless card was not read incorrectly. Once the card is detected to the NFC chip, it should not be moved until all four green rectangles at the bottom of the screen are illuminated.

‘No supported app is available for this NFC brand’

These messages indicate that the contactless card was not read incorrectly. Once the card is detected to the NFC chip, it should not be moved until all four green rectangles at the bottom of the screen are illuminated.

1C, 1D or 20 (PIN Required)

Genius Mobile Pay accepts mainly contactless payments and in some cases, the card issuer will sometimes request that a transaction needs to be verified by PIN. On a traditional card terminal, you would be required to insert the card, however with Genius Mobile Pay, this is not an option.

If this happens, the following steps can be performed:

  • Try again; Reattempt the transaction, the customer may be offered the option to enter their PIN on the Genius Mobile Pay application to complete the transaction.
  • Digital wallet; You can encourage your customer to use a card stored in a digital wallet (Apple Pay, Google Pay etc.) on their phone. A digital wallet transaction has additional security features, which bypasses the need for the customer to enter a PIN.
  • WebPay; We provide the option to complete the payment online via ecommerce, select WebPay and the customer will be shown a QR code and will be redirected to a payment gateway to complete an online transaction. This method of payment will bypass the PIN restrictions of the contactless card, and additional validation will be completed using 3D Secure.
  • Use another card; as a last option the customer can be asked to use a different card, which may allow for a successful transaction to be completed.

3-104-015-015 (App updated needed)

You need to update the application GP tom to the latest version, please follow the instructions on how to update the Genius Mobile Pay application.

‘This app is not allowed in your country’

The Genius Mobile Pay app is available in the United Kingdom and Ireland, along with multiple countries in Europe. Please check the default country on your device, if you are seeing this error.