It's almost always one of the things below. Work through them in order.
Step 1: End any calls
Tap to Pay won't run while a phone or app call is active, including WhatsApp, Messenger, FaceTime, Zoom and similar. Instead of starting, it shows a generic "Payment failed" message. End the call, then try the payment again.
Step 2: Turn on location services
Tap to Pay needs your phone's location to start, so if it's stuck on "finding location", location is usually switched off. To fix it:
Open your phone's Settings.
Make sure Location Services (iPhone) or Location (Android) is on.
Go to Settings > Apps > your Pebl app and allow it to use your location.
Close and reopen the Pebl app, then try again.
Step 3: Check location switching (iPhone only)
Apple limits Tap to Pay on iPhone to 3 different Pebl locations per iPhone in any 24 hours. This is set by Apple when your iPhone registers for Tap to Pay. If you've already used 3 locations on the same iPhone today, Tap to Pay won't start on a 4th. Stay on a location you've already used, use another phone, or chat to us. Android phones don't have this limit.
Step 4: Accept Apple's Tap to Pay terms (iPhone)
The first time you use Tap to Pay on an iPhone, you'll be asked to accept Apple's Tap to Pay terms. Setup can't finish until they're accepted. If you missed or closed the prompt, log out of your Pebl app and back in. This brings up the iPhone registration again.
Step 5: Check your phone
iPhone: running an iOS version released within the last year.
Android: Android 14 or later, with NFC turned on.
Still stuck?
Chat to us and let us know your phone model, which Pebl app you're using and what you see on screen, and we'll help you get going.