If your Viva.com terminal cannot read a customer's contactless card, follow these steps:
Make sure you're using the latest version of the Viva.com Terminal app.
Confirm that the customer's card supports contactless payments.
Move the card slowly towards the terminal's contactless reader and hold it close until you hear a sound indicating that the card details have been read.
Ask the customer to hold the card directly against the contactless area for a few seconds, with the chip on the left and the longer side aligned with the edge of the contactless area.
If the terminal still cannot read it, ask the customer to slide the card so that its chip is positioned directly over the device's slot.
If the card is still not detected, it may not support contactless payments or its antenna may be damaged. Ask the customer to try another card or a digital wallet.
If the issue persists, check the following:
Does the problem occur with both physical cards and digital wallets?
Does the terminal fail to detect the card entirely?
Does the terminal detect the card but then reject it?
Our team is here to support you. Please contact us via the Chat with us option in your Viva.com account. When contacting support, provide these details along with the troubleshooting steps you've already tried.