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Troubleshooting and FAQs
- Frequently asked questions
- Setup status flags
- Taps not registering
- Passes not installing
- Intelligence not running
- Contact support
In this guide
- 1. Confirm the reader is online
- 2. Check the reader is assigned
- 3. Check the POS location is mapped
- 4. Rule out a duplicate being filtered
- 5. Check you are looking at the right mode
- 6. Try a simulated tap
- 7. A reader tap checks in, but the kiosk screen does not react
- Still not working
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Troubleshooting and FAQs 3 / 6
Taps not registering
Step-by-step checks when an NFC tap does not show up as a check-in, covering the reader, store mapping, the deduplication window, and demo versus live mode.
If a customer taps and nothing appears, work through these checks in order. Most cases come down to the reader's connection, the store mapping, or a repeat tap being filtered.
Confirm the reader is online
On the dashboard, the store status shows each location as online, quiet or offline based on recent device activity.
- Check the location's status.
- If it shows offline, the reader is not sending heartbeats. Confirm it has power and a working network connection.
- Give it a moment to reconnect, then try the tap again.
Check the reader is assigned
A reader has to be registered and bound to a store location before its taps attribute correctly.
- Go to Hardware and Check-ins, then Devices.
- Confirm the reader appears and is assigned to the right location.
- If it is not, pair it using the code shown on the reader and assign it.
See Setup status flags for what "Assign your reader" checks.
Check the POS location is mapped
If taps are recorded but show against the wrong store, or not at all in a multi-store view, the POS location may not be mapped to a store code.
- Go to Hardware and Check-ins, then the mappings tab.
- Confirm the Shopify POS location is mapped to a store code.
- Single store setups can auto-map on the first tap; multi-store brands should import from Shopify POS.
Rule out a duplicate being filtered
Piing blocks repeat taps within a short window so one customer tapping twice does not count twice. If you are testing by tapping the same card several times in quick succession, only the first tap is recorded and the rest are filtered as duplicates.
- Wait past the deduplication window.
- Try again, or test with a different card or pass.
Check you are looking at the right mode
Demo mode shows sample data, not your live taps.
- Confirm you are in live mode.
- Check the Activity view for the most recent check-in. A real tap should appear within seconds.
Try a simulated tap
To confirm the rest of the pipeline works independently of the hardware:
- Go to Hardware and Check-ins, then First tap.
- Run a simulated check-in.
- If the simulated check-in appears but a real tap does not, the issue is at the reader or the card. If neither appears, the issue is further along.
Note
A check-in is recorded even if onward delivery to a connected vendor is paused or your subscription is not active. Recording the tap and delivering it to external tools are separate steps, so a missing tap is a capture problem, not a billing one.
A reader tap checks in, but the kiosk screen does not react
If you run a reader next to a kiosk and expect the kiosk to greet the member on a tap, the reader and the kiosk have to be set to the same store. The tap still records a check-in either way; only the on-screen greeting depends on this pairing.
- Confirm the reader and the kiosk are assigned to the same store code.
- Confirm a kiosk is actually open and live on that store's screen, not just created.
- If you deliberately want a standalone reader that does not drive a nearby kiosk (the reader gives its own light and sound instead), turn off "reader drives the kiosk screen" for that kiosk in Settings.
A linked physical card can tap a compatible reader. An iPhone can do the same only through an approved Apple VAS setup with the merchant's entitlement and matching NFC credentials. Piing's current Google Wallet pass is recognised by QR through the kiosk camera or a compatible scanner, not by tapping the phone on the reader.
Still not working
If taps still do not register after these checks, note the store, the reader, the card or pass you used, and the time you tapped, then contact us so we can trace it.
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What to check when a customer cannot add a wallet pass to Apple Wallet or Google Wallet, covering the pass design, issuing, the claim link, and the device.
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