If the Mobile Payments App is not working and you need it to work quickly, follow the checklist below. Most issues can be resolved in just a few minutes.
Quick Checklist Before Your Event
- Confirm the app is fully updated
- Log in ahead of time
- Select your event in advance
- Run a small test transaction if appropriate
- Confirm Tap to Pay or your M2 reader is working
- Testing ahead of time can prevent delays during high volume events.
What This App Does
The Mobile Payments App allows you to accept credit cards, Tap to Pay, or Stripe M2 reader payments and automatically records the transactions in ShulCloud.
If something is not working as expected, use the troubleshooting sections below.
Possible Problems You May Encounter
Login Issues
What You May Experience
- Unable to log in
- Login screen reloads
- Incorrect password error
- App does not proceed after entering credentials
Steps to Resolve
- Confirm you are using the most current version of the app. Check the App Store or Google Play Store.
- Fully delete the app and reinstall it. Do not just update the app.
- Remove the Mobile Payments app completely
- Reinstall it fresh from the App Store or Google Play Store
- Log in again
- Reset your password on your synagogue’s website
- Use the Forgot Password option
- After resetting, return to the app and log in again
- Confirm you are using the correct email address.
- Verify required permissions
The user must have BOTH of the following permissions enabled in ShulCloud:
- Special: Swipe Credit Card on Admin App
- Special: Administer ShulCloud Mobile Payments
Without both permissions, login or payment processing may fail.
Permission Note: Although one permission references the Admin App, it is correctly required for Mobile Payments functionality as well. This is expected behavior.
Payment Page Spinning or Error When Taking Payment
This may occur when using Tap to Pay or the M2 reader.
What You May Experience
- Screen spins after tapping Continue
- Blank screen
- Error message appears
- Payment does not complete
Steps to Resolve
- Tap the Back button and attempt the payment again
- Close the app completely and reopen it
- Restart your phone
- Fully delete the app and reinstall it. Do not just update the app
Reinstalling resolves many payment processing issues.
If You Cannot See Events
- Swipe down from the top of the screen to refresh the page.
- In many cases, the event will appear after refreshing.
- Confirm the event has been created in the Mobile Payments app.
- Confirm you have been added to the event as a team member.
- If events still do not appear, fully delete the app and reinstall it. Do not just update the app.
Common Errors & What They Mean
Event did not load → Close the app and reinstall it.
Blank screen after tapping Continue → Tap Back and retry, or restart the phone.
Cannot log in → Reset password on the website and confirm permissions.
If Problems Continue
When contacting support, please provide:
- Device type
- Operating system version
- App version
- Whether using Tap to Pay or M2 reader
- A brief description of what occurred
Reference Articles
For full setup instructions and detailed guidance, refer to:
App Setup and Basics
- ShulCloud Mobile Payments App v1.0 (Feature Overview)
- Mobile Payments App - Download (How To)
- Mobile Payments App - Login (How to)
- Mobile Payments App - Special Admin Permission setup (How To)
Event Setup and Use
- Mobile Payments App - Create an Event (How To)
- Mobile Payments App - Payments Mapping (How To)
- Mobile Payments App - Taking Payment (How To)
- Mobile Payments App - Checkout (Reference)
Additional References
- Mobile Payments App - Navigation Side Bar (Reference)
- Mobile Payments App - General settings of an event (Reference)
- Mobile Payments App - Guest Checkout Settings of an event (Reference)
- Mobile Payments App – Tiles (Reference)
- Mobile Payments App – Add Team Members (How To)
- Mobile Payments App - Connect to Stripe M2 reader (How To)