A contactless payment card cannot be read. What should I do?

Each time you accept a contactless payment card, try the following steps to ensure the card is read successfully:

• Make sure the Viva.com Terminal app is up to date.

• Check if the customer's card supports contactless payments.

• Move the card slowly and close to the card reader on the terminal until you hear a sound—this sound indicates that the card details have been read correctly.

• Ask the customer to hold their contactless card directly against the device, with the chip on the left side and the longer side of the card aligned with the edge of the corresponding contactless area on the POS device for a few seconds.

• If the card is still not read, ask the customer to swipe the card to center the chip directly over the slot on the device.

• If the contactless card continues to be unread with no feedback from the interface, the card may have a damaged antenna or may not support contactless payments. You may request an alternative card or a digital wallet.

If the issue is not resolved, check the following:

• Does it happen with both physical and digital cards?

• Does the terminal fail to detect the card at all (as if there’s no card present)?

• Does the terminal read the card but then reject it?

If, after the above, the problem persists, please contact one of our representatives for further verification stating the steps you have taken.