Menu

Articles in this section

See more

Mobile Payments App – Quick Troubleshooting Guide (Purim 2026)

In this article

     

    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

    1. Confirm you are using the most current version of the app. Check the App Store or Google Play Store.
    2. 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
    3. Reset your password on your synagogue’s website
      • Use the Forgot Password option
      • After resetting, return to the app and log in again
    4. Confirm you are using the correct email address.
    5. 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

    1. Tap the Back button and attempt the payment again
    2. Close the app completely and reopen it
    3. Restart your phone
    4. Fully delete the app and reinstall it. Do not just update the app


    Reinstalling resolves many payment processing issues.
     

    If You Cannot See Events

    1. Swipe down from the top of the screen to refresh the page.
    2. In many cases, the event will appear after refreshing.
    3. Confirm the event has been created in the Mobile Payments app.
    4. Confirm you have been added to the event as a team member.
    5. 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

    Event Setup and Use

    Additional References

    Related articles