Troubleshooting

Solutions for common issues while using the app.

The card reader device is not connecting.

If the EPASS Mobile Pay app is not allowed to access the mobile device’s location, to connect to nearby Bluetooth devices, or connect with USB devices, then the card reader will not work. Selecting a card reader in the Settings screen will cause the permissions prompts to appear again if they had been previously denied.

Troubleshooting_02

The status of some payments in Payment History are marked as “Unknown”

This status occurs in the rare event when payment processing is interrupted due to a sudden network outage. Unknown status payments will resolve once you sync them with the EPASS Pay server.

Troubleshooting_03

To Sync Unknown Status Payments:

  1. On the Home screen, tap View/Edit Offline Payments.

    Troubleshooting_04

  2. Tap the Sync button to sync the individual payment

    OR

    Tap Sync All to sync all the offline payments listed.

    synchingpayments_01

See Also