---
schema_version: "1"
id: 81b87c4b4bf8a4c3491367fead8885d3179cc5310bd3feef31f5460d7662606e
title: Tap to Pay—Troubleshooting
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_cms_hardware_ttp_troubleshooting.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_ttp_troubleshooting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7d197df4e6f45c389141e3280a0d2b0f11ec6b7e134fe4bc4cbedfd1aa9c2531
description: Resolve Tap to Pay errors and connection problems by verifying your Adyen configuration in the Point of Sale (POS) app and internet connection.
products:
  - Commerce
release: "264"
---
# Tap to Pay—Troubleshooting

Resolve Tap to Pay errors and connection problems by verifying your Adyen configuration in the Point of Sale (POS) app and internet connection.

## Error Processing Request When Proceeding with Tap to Pay

- If you see this error in your Staging environment, make sure you've accurately followed the steps from the [Test Setup](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_tap_pay_test_setup.htm&release=264.0.0&type=5 "Test tap to pay in a Point of Sale production environment or sandbox environment by using Adyen Test Cards.").
- Make sure that your Adyen configuration is set up correctly.
- Restart your payment session on your iPhone.
    - On your POS app, go to the **Device Manager** screen.
    - Under the section, select the link "**If you do not see your terminal connected, click here for instructions**".![The link to click if you don't see your terminal connected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cms_hardware_no_terminal_connection.png)
    - Then select "**Reset Session**".

## No Internet Connection When Initiating Tap to Pay

- Make sure you've added \*.adyenpayments.com and \*adyen.com along with other Apple’s Tap to Pay-related endpoints as listed in [POS Access List–URLs and IP Address](https://help.salesforce.com/s/articleView?id=commerce.rt_adv_config_3p_int_erp_pos_access_list.htm&release=264.0.0&type=5 "To enable POS and cloud services to interact with external, third-party services, allowlist specific URLs and IP addresses within the merchant's firewall. Ensure necessary communication for Adyen Payments, Elavon Payments, and other connectors by allowlisting URLs configured on CMS and product or order systems. The in-store IT team handles store firewall and POS app URLs, while the corporate IT team manages backend outbound NAT gateway IPs for connectors."). ![A no internet conenction notice in Ayden on an iOS device.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cms_hardware_ayden_no_internet.jpeg)

## Logo Not Displaying or Black Colored Block Displaying on Tap to Pay Screen

- Make sure the background of your logo is transparent and not white.
- Any color pixels (other than the transparent logo) show up as black pixels and result in your color logo being displayed as a black-and-white logo.

## iPhone Asking for Profile Password

- This issue typically occurs if sandboxed, test iPhones haven't been transitioned back to production ready.
- Sign in with the correct Apple ID.

## "Unavailable Service" Error When Activating

- Make sure the Adyen Store Code field is empty while activating Tap to Pay on your device. This can be found in CMS by going to **Store Management > Integrations**.
- Edit the Adyen integration.
- Go to **Terminal Management Settings > Adyen Store Code**. ![A transaction failed notice that occurs due to unavailable service in Ayden.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cms_hardware_ayden_anavailable_service.png)

## "Unavailable Service" Error When Activating

- Make sure the Adyen Store Code field is empty while activating Tap to Pay on your device. This can be found in CMS by going to **Store Management > Integrations**.
- Edit the Adyen integration.
- Go to **Terminal Management Settings > Adyen Store Code**. ![A transaction failed notice that occurs due to unavailable service in Ayden.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cms_hardware_ayden_anavailable_service.png)

## Could Not Initialize Tap to Pay

- If Tap to Pay fails to initialize and shows the error "Could not initialize Tap to Pay", make sure the iPhone has a passcode set.
- Tap to Pay requires a device passcode to unlock the iPhone used for Tap to Pay. If the passcode was removed or no passcode was set, add a passcode and try again.