Troubleshooting

I can’t log in.

Please make sure you are entering the correct credentials. If you have forgotten your password, you can click on 'Forgot your password?' on the NatWest Tap to Pay on iPhone app login screen and reset your password.

If you are still experiencing trouble logging in, please, try clearing the cache for the app:

Open the Settings on your device

Go to Apps menu

Go to your installed apps

Find NatWest Tap to Pay and select it

Go to the Storage tab

Click on Clear Cache/Storage

And then try to log in again.

If you're still having difficulty, drop us a line at [email protected].

I have forgotten my password. What should I do?

On the login screen, right under the fields for your credentials, there is a 'Forgot your password?' button. Tap that.

We'll send you an email with a link to reset your password. Check your inbox and follow the instructions in the email.

For more help

• email us at [email protected]
• call 0345 901 0001

When a customer taps their card, the interface displays a “Try a Different Card” or “Unable to Read Card” error. What does this mean?

This means that the customer is using a contactless card that NatWest Tap to Pay doesn't currently support. For example, an international customer may have a card that isn't widely accepted outside their region.

NatWest Tap to Pay currently supports Mastercard and Visa, including digital wallets such as Apple Pay or Google Pay. Discover® and Diners Club card acceptance is expected in August 2023 and American Express will follow in winter 2024.

I can't seem to take a screenshot of the app, why is that?

Taking screengrabs/shots is denied in Tap to Pay on iPhone with NatWest Tap to Pay to prevent recording of sensitive customer and cardholder information.

Does the time/date on my iPhone have to be accurate?

Yes - for Tap to Pay on iPhone to work, you will need to ensure that the clock is synced with the date/time correct and in a 24 hour format. To do this, go to Settings > Date & Time. Check that 24 hour time in switched on and that date/time are correct - this may already be 'set automatically' which is fine

Do I require passcode access?

While iOS supports biometrics to unlock the iPhone, Apple's software requires at least a passcode to be activated for Tap to Pay on iPhone to work (it's not default requirement on an iPhone). Please check you have a passcode activated by going to Settings > Face ID & Passcode > Check if Passcode is enabled.

I’ve just updated the NatWest Tap To Pay app in the App store and now my Tap to Pay app is no longer responsive, what is happening?

On a small number of occasions, when the first transaction is attempted after updating the NatWest Tap To Pay app, this could result in a delay to the Tap to Pay home screen being displayed on your iPhone by up to a minute. This is a one-time event that requires no action from you, so subsequent transactions after this should perform as usual.