SoftPos FAQs

Support & FAQs

Below are our most commonly asked questions. If you cannot find the answer to your query here, please contact us at

User Guide

Download the user guide here for how to set up and use your phone to take payments.


What is NFC?

NFC stands for “near field communication”. You can think of near field communication like your Bluetooth speaker or home wi-fi network. When two NFC-enabled devices are in close proximity—usually four inches or less apart—radio wave tags can be used to transmit data.

Why can’t my device read a contactless card?

Make sure your device has NFC. If it does have NFC, you need to make sure the NFC is enabled:

How to switch ON your NFC:

  • Go to Settings > More
  • Tap on the NFC switch to activate it. The Android Beam function will also automatically turn on.
  • If Android Beam does not automatically turn on, just tap it and select Yes to turn it on.

Smartphones’ NFC capabilities operate in tandem with Android Beam. If Android Beam is disabled, it may limit NFC’s sharing capacity.

Where is my NFC located? How should I position the card?

Your NFC is located on the back of your device. The chip of the card should be positioned as shown in the picture.

Will I be able to provide my customers with receipts?

After a successful processing of a transaction, regardless if it is approved or declined, you’ll have the option to send a receipt to your customer via email or SMS or generate a QR code which can be scanned by your customer with his/her mobile phone. You also have the option to connect to a receipt printer if your customers prefer a physical copy of their receipt.

What if a customer does not want to give their email address?

Assure your customer that their address is only used to send the receipt and is not stored. Alternatively, you also have options to provide a receipt via SMS or QR code.

I can’t log-in.

Please make sure you are entering the correct credentials.

If you are still experiencing trouble logging in, please try clearing the cache for the app:

  • Open the Settings on your device
  • Go to Apps menu
  • Go to your installed apps
  • Find Phos and select it
  • Go to the Storage tab
  • Click on Clear Cache / Storage

And then try to log in again.

If you are still experiencing trouble, please send us an email to

I have forgotten my password. What should I do?

On the login screen, right under the fields for your credentials, there is a ‘Forgot your password?’ button. We will send you an email with a link to reset your password. Check your inbox and follow the instructions from the email we have sent.

I made a mistake and entered a wrong amount. What should I do?

There are two possible options here:

  • If you have entered the wrong amount and have not tapped the customers’ card yet, you can easily click the back button in the upper left corner on the screen that is pending for the customer to “Present card” and then start a new transaction.
  • If you have entered the wrong amount and have already tapped the customers’ card, wait for the transaction to finish. Go into your “Transactions” menu and find the wrong amount transaction. Click on it and then choose the “Void” button. On the next screen you will be asked to confirm the void. Once it is successful, you can go back and make a new transaction with the right amount.
My device has been lost or stolen. What should I do?

We always recommend that your devices should be locked with a passcode and/or biometrics (i.e. fingerprint/face ID). If lost or stolen, contact us immediately on so we can block the device.

Remember: Don’t panic – even if a thief is able to get past your passcode and into the device before it can be blocked, they will be unable to steal money. They could potentially take new payments (which will automatically go into your account) or perform a refund (which returns money only to the card originally used for that transaction). They cannot refund money to a card or account of their choosing.

Why can’t I void or refund a successful transaction? (Why are the void/refund options available on some transactions only?)

Void and refund options are only available for eligible transactions (they have been approved and have not been voided or refunded before). For security reasons and for your own convenience, if the transaction is not eligible, the app will not show you void and refund options when you click on the transaction.

In addition, please note that you can void transactions only on the same day the original transaction was approved. If you want to return money or void a transaction later (not on the same day), you can use only the refund option.

Why do I need to tap the customer card when making a refund and why can’t I make a refund to a different card?

This has been implemented solely for security reasons. We want to protect you from any scams and unregulated activity with the device.

I have a ‘Transaction Declined’ or ‘Unconfirmed transaction’ message. What should I do?

This means the transaction has been declined. There can be a few reasons why a transaction is declined. It’s usually down to the customer’s bank not approving the transaction. This could be for insufficient funds, fraud check, etc. Unfortunately, the card issuing bank does not provide additional details regarding the reason for the decline.

There are several things you can try:

  • Check your WiFi connection.
  • Retry with the same payment card.
  • Check that the card is a Visa or Mastercard for debit and credit cards (currently doesn’t accept AMEX).
  • Try a different payment card if possible – this will let you know if it’s a general problem or the customer’s card.
  • Most failed transactions are due to fraud checks by the bank. Get the customer to call their bank to authorise the transaction and try again.
  • If no payment cards are working, restart your device, and make sure it’s connected to WiFi.
  • If none of the above work, contact us on

Contact Us

In the event that you have an issue you cannot resolve, our dedicated support team is happy to help.

Please use the form to get in touch.

SoftPos Web Enquiry

Integrated Payments - connecting your till to your terminal

Integrated payments - connecting your EPOS till to your card terminal - enables your business to process payments faster and increase your profits.

There are many benefits to an integrated solution for almost all business types, most importantly, the removal of human error, giving you accurate reporting from all tills and terminals.

At Swipen, we offer Integrated Payments free of charge and you can use our Pay at Table or Pay at Counter software, or both if it suits your business:

Pay at Table

A software design with restaurants in mind:

Split the bill at the table

Automatic table closing

Integrated gratuity & reporting

Turn tables faster

More efficient payment

Pay at Counter

Suitable for most businesses, offering:

Faster payments

Shorter queues

Better conversion

Greater profits

COVID secure

Discover which terminal type is best for your business









Retail & Shops

Take your payments to the next level

E-Commerce Payment Solutions

With the arrival of Covid-19 into all our lives, online only payments are looking to have a bright future that’s here to stay.

At Swipen, we want to bust the myth that taking payments online is complicated, and help you
adapt to this changing world.

We offer two types of E-Commerce payment solution either directly integrated with your website or a hosted payment page.

Directly Integrated

Integrated into your own website

Completely customisable

Branded to your business

Customers stay on your website

150 currencies supported

Shopping carts

No long-term contract

Alternative payment methods, including: Alipay, Apple Pay, Google Pay, WeChatPay

Hosted Payment Page

Easy to set up

Take payments in minutes

Swipen branded

Data processed by Swipen

150 currencies supported

Shopping carts

No long-term contract

Alternative payment methods, including: Alipay, Apple Pay, Google Pay, WeChatPay

Take your payments to the next level

Virtual Terminal - Taking Payments over the Phone

Many businesses find it useful to take payments over the phone, whether you’re a travel agent
needing to take deposits, a mobile tradesperson, travelling salesperson, you have a call centre, or you don’t have a website to take payments online.

Swipen’s Virtual Terminal allows you to take card payments over the phone quickly and securely.

Our solution is a web portal that can be used on a desktop, tablet or mobile device.

Virtual Terminal Key Features

More secure than a card terminal - Completing the payment over the phone with full customer details reduces the risk of chargebacks or fraud.

Pay By Link - Send a payment link to complete the purchase or pay a balance. This is also a useful feature for customers who prefer to not give their details over the phone.

Capture Customer Details - The Virtual Terminal allows you to capture all the customer details you will need for your CRM or Booking Systems reducing the need for double inputting.

Control Permissions - Restrict user access to only certain functionality so you can control what your staff can process and see.

Take Payments anywhere - The Virtual Terminal is compatible to all devices and allows you to take payments from anywhere - office, home or on the move in a safe and secure way.

Ideal for call centres, travel agents, travelling salespeople, mobile tradespeople, restaurants for pre-bookings and parties, hotels for rooms and events, or any business that doesn’t have a website that customers can pay through.

Take your payments to the next level

Web & App Solutions - Order and Pay-at-Table Platform

With COVID regulations in force across the country, restaurants and pubs are adjusting the way they work to reduce the spread of this virus.

Swipen are also adapting to these changing times, and working with our expert partners, we can now offer order and pay-at-table platforms, allowing you to benefit from cashless and cardless payment options.

Our solutions can be either Web or App based and we provide the choice between
a ‘Simple Solution’ and a ‘Bespoke Solution’, depending on the size of your business

Bespoke Solution

The best option for individual pubs and restaurants, small chains, or if location offers a different menu:

Use your own branding

At table QR code or WiFi login

Bespoke rates and fees

Links to your EPOS till *

*Depending on the EPOS company

Simple Solution

Ideal for larger chains where every location requires exactly the same functionality and offers the same menu:

Custom built to fit your business

Customers can access the way you want

Links to both your till and kitchen

No training required

Working with Pizza Hut

Swipen have helped create a bespoke value-for money solution for Pizza Hut, and we could do the same for you.

Get in contact to find out more.

Take your payments to the next level

Tip Per Tap -Contactless Tipping System

With the dawn of cashless and touchless checkouts along with app ordering systems and pay online methods, many restaurants, bars, cafés and hotels are finding that their waiting staff are no longer able to receive cash or card tips.

Swipen has the perfect solution: the new ‘Tip Per Tap’ Contactless Tipping System

Directly Integrated

A dedicated terminal is placed in a prominent location in your restaurant.

The terminal is set to ‘donation’ and the debit amount is set at a specific figure. e.g. £2

Your happy customers simply tap their card, phone or watch against the terminal to leave a £2 tip.

They can tap multiple times to leave a larger amount

Works automatically without the need for a member of staff to supervise.

End-of-day report is separate, making it quicker and easier to share the total tips received between staff members.

How about a little Tip Per Tap

Read our blog all about our new Tip Per Tap Contactless Tipping System.

Get in contact to find out more.

Take your payments to the next level