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Troubleshoot Making a Transaction in Samsung Pay

If you are having problems making a transaction in Samsung Pay, we're here to help. There are a couple reasons why a transaction may not go through, such as a poor internet connection. If you can't make a payment with Samsung Pay, keep reading read to see some troubleshooting advice.

Error Message on Payment Terminal

If you receive an error message on the cashier's payment terminal, make sure there isn't an issue with your credit or debit card, such as insufficient funds. 

Once the payment information is sent to the terminal, the transaction is now between the merchant and the card's network (i.e., Visa, MasterCard, or American Express). It is not the responsibility of Samsung Pay.

When using Rewards Points or the Rewards Visa card, the transaction will be declined if you are trying to get cash back.

Phone Placement for Payment Terminals

Make sure you are placing your phone in the right spot when making a transaction. Take a look at the examples below to see where to place your phone with common payment terminals:

   

If a payment terminal uses NFC to make transactions, you may need to place your phone in a slightly different position. Check out the examples below.

MST Phone Placement

NFC Phone Placement

The NFC Feature

Make sure the NFC feature is activated on your phone or watch when making a transaction. The payment terminal and your device may not be able to communicate is this feature is turned off.

Non-Supported Card Readers

Samsung Pay will not work with card readers that do not support NFC or MSTThese types of card readers are commonly found at gas stations (pump stations), bus and train stations, and vending machines.

Fingerprint Not Recognized

If you can't make a payment because your fingerprint isn't being recognized by the phone, check out these troubleshooting tips.

Using a Case or Cover

For the best results, we recommend using Samsung-approved cases for your phone. If you are using a third-party (non-OEM) case, you may have trouble making a payment. A very thick case or cover can block the signal between the phone and the payment terminal. 

If you are having trouble making a payment with Samsung Pay, remove the case or cover and try again.

No Network Connection Error

If you receive a "No network connection" or "Network problem occurred" error message while using Samsung Pay, make sure your phone is connected to Wi-Fi or mobile data. 

If the problem continues, try restarting your phone. This can help reestablish a connection with your Wi-Fi network or mobile service provider.

Contact Us

If you continue to experience problems with the app, please contact Samsung Pay support.

Open Samsung Pay on your phone. Touch More Options, and then touch Help. To send an email inquiry, touch Contact us.

You can also call +1 844-SAM-PAYS (726-7297).

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