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 My Moby Device Disconnected from the iPad

Make sure your device is plugged in and charging, before doing the following.

If your device disconnects from the iPad…

  1. Make sure your Moby device is turned on.

    • If the lights on the side are on, the device is on. If the lights are off, press and hold the button next to the lights.

  2. Force close the app.

    • Swipe up from the bottom of your screen to see currently open apps. Swipe upwards on the app preview to close it.

  3. Open the PF Pay back up.

  4. Open up the menu, and select Settings.

  5. Toggle the SDK Status back to On.

  6. Allow the app a minute to reconnect. Once the SDK and and Device Information are green, your device is connected.

 I Received an Alert within the App

image-20250114-012223.png

 A Customer Received an Error when Trying to Use Their Card

If a customer received an error when attempting to insert or tap their card, advise them to do the opposite (tap or insert). If they receive an error again, advise them to try a new card, or you can manually add the card number.

When using Tap to Pay, make sure you hold the card to the device for 2-4 seconds.

 The Customer Received a Decline Notice when Tapping to Pay with an AMEX Card

If a customer is paying with an Amex card, please advise them to insert or swipe their card.

 My Moby Device Keeps Falling Asleep

Your Moby device will fall asleep in around 5 minutes if it is not used. To prevent this from happening please keep your Moby device connected to a power source.

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