If your reader isn’t connecting, first force close the Lopay app and reopen it. If that doesn’t work, log out and sign back in. You can also clear the cache by holding the Lopay app icon, selecting "App Info," then "Storage and Cache," and tapping "Clear Cache."
To reset the connection, go to "My Devices" in the Lopay app, remove your reader, then unpair it in your phone's Bluetooth settings. Reconnect by selecting "My Devices" and choosing "WisePad3." Make sure Bluetooth, Mobile Data, and Location are enabled in your phone settings.

Your iPhone must be XS or newer and running iOS 16.4 or later. Check this by going to "Settings," then "General," and selecting "About."
If Tap to Pay isn’t working, clear old data by going to "Settings," then "General," then "iPhone Storage." Select Lopay and tap "Offload App." Reopen Lopay, go to "My Devices," and reconnect Tap to Pay. Ensure Bluetooth, Mobile Data, and Location are enabled.

If your account is on hold, you’ll see a message in the app and receive an email explaining what documents are needed. You won’t be able to take payments or receive payouts, but you can still view your account and issue refunds.
To unblock your account, send the requested documents to support@lopay.com. The Risk Team will review them and notify you once your account is active again. If the review fails, your funds may be frozen for up to 120 days.

To change your payout schedule, tap your balance in the app, go to "My Account", and select "Need to change your account?" Choose your preferred schedule and confirm.
If you have a Standard Account, you can set payouts to daily, weekly, or monthly. Go to "Payout Schedule", choose your frequency, and confirm. You can also cancel auto payouts to keep funds in your Lopay balance.

Lopay’s transaction fees depend on your payout schedule. Essentials accounts pay 0.79%, Standard accounts pay 0.99%, and Instant-to-Bank accounts pay 1.79% (with a 50p minimum per payout). There are additional fees for premium, corporate and international cards, and certain services like Tap to Pay, payment links, and Xero invoicing.

To refund a payment, open the Activity screen in the Lopay app, select the transaction, and choose "Refund." Confirm the refund amount and tap "Refund Now." Refunds cannot be reversed once processed.

First, force close the Lopay app and reopen it. If that doesn’t work, log out and back in, then clear the app cache by holding the Lopay icon, selecting "App Info," then "Storage and Cache," and tapping "Clear Cache."
To reset the connection, go to "My Devices," remove the reader, unpair it in Bluetooth settings, then reconnect in the Lopay app. Turn off Wi-Fi, as weak connections can interfere. Disable "Do Not Disturb" to allow pairing requests. If the issue persists, reinstall Lopay and restart your phone.

Your phone must support NFC and run Android 11 or higher. If Tap to Pay isn’t working, clear the app cache by going to "Settings," then "Apps," selecting Lopay, and tapping "Clear Cache."
Reopen Lopay, go to "My Devices," and reconnect Tap to Pay. Make sure NFC is enabled in your phone’s settings. If you're using an RFID-blocking case, remove it, as it can interfere with contactless payments.

Lopay holds accounts when security systems detect unusual activity, such as fraud patterns or chargebacks. These checks protect businesses and customers. If your account is under review, submit the requested documents so Lopay can complete the review quickly.

Instant-to-Bank payouts happen 24/7 if your balance is over £75. Standard payouts follow your chosen schedule (daily, weekly, or monthly from Monday to Friday). Essential payouts occur every Thursday.
If your payout is marked as sent but hasn’t arrived, it may still be processing. Standard payouts usually settle by midday, but banks may take longer.

To view or download reports, go to the Activity screen in the Lopay app and select "Reports." Choose your preferred time period and select a report type like Sales Report, Fee Report, or Tax Report. You can download it in PDF, CSV, or Excel.

A dispute (chargeback) happens when a customer challenges a transaction with their bank. Lopay will notify you and deduct the disputed amount from your balance.
You can accept the chargeback or contest it by submitting evidence. If you contest, Lopay will send your evidence to the bank, which may take up to 90 days to review. The bank’s decision is final, so providing clear evidence improves your chances of winning.