I Cannot Make a Transaction With Samsung Pay.
If you cannot make a payment with Samsung Pay, follow the steps below to troubleshoot.
Error Message on Payment Terminal
If you are receiving an error message on the payment terminal, verify the issue is not related to the payment card (e.g., insufficient funds, incorrect PIN, or other decline codes). Samsung Pay will send your payment information to the terminal. After the payment information is sent over to the terminal, the transaction is now between the merchant and the card network (i.e., Visa®, MasterCard®, or American Express®).
Device Placement for Payment Terminals
If the payment information is not being sent to the payment terminal, verify you are placing your device in the correct location. The following examples depict where to place the back of your device on common payment terminals:
If the payment terminal supports Near Field Communication (NFC), where you place your device will vary. Please see the examples below.
Non-supported Card Readers
Samsung Pay will not work with card readers that only have the option of using their card slots. These types of card readers are commonly found at gas stations (pump stations), bus/train stations, and vending machines.
Fingerprint Not Recognized
If you cannot make a payment because your fingerprint is not being recognized by the device, please try following the tips below:
The fingerprint sensor is sensitive to moisture. Before attempting to scan your fingerprint, make sure that both the Home button and your hands are dry.
For an accurate reading, your finger should cover the Home button completely.
If you are using a case and/or a screen protector, make sure that it doesn't cover the Home button.
The fingerprint sensor may become dirty with everyday use. To clean the Home button, wipe the button with a clean lint-free cloth.
For greater accuracy, scan your fingerprint at multiple angles while holding the device in different positions.
Using a Case or Cover
For best results, it is recommended to use Samsung-approved cases or covers on your device. If you are using a third-party (non-OEM) case or cover, you may experience issues when attempting to make a payment. This is generally encountered when a very thick case or cover obstructs the communication between the mobile device and the payment terminal. If you are experiencing an issue when making a payment with Samsung Pay, remove your case or cover from the device and try again.
If you continue to experience problems with the app, please contact us by following the steps below:
Navigate to and touch Apps > Samsung Pay.
Touch the More Options. Then, touch Help.
To send an email inquiry, touch Contact us.
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