Fix common 2Pay issues

Use this guide to diagnose and fix the most common problems with 2Pay integrated payments in Cosmesoft.

Problem 1 — Payment terminal or device not found

How you recognise it

• When you select 2Pay, the device list is empty or your specific device does not appear.

• You see a message: "No active terminals found for this location."

Most likely causes

• Device Unlinked — The device was logged out or unlinked from the location.

• App Inactive — The 2Hippo 2Pay app is not open on the mobile device.

• Location Mismatch — The device is linked to a different clinic location than the one selected in your POS.

How to fix it

• Ensure the 2Pay app is open and active on your mobile device.

• Check that your device and your POS are both set to the same Location.

• If the device is still missing, go to Settings → Payment Methods → 2Pay and re-link the device by scanning the QR code.

Problem 2 — Payment status remains "Awaited" or hangs

How you recognise it

• The client has tapped their card or scanned the QR code, but the Cosmesoft screen continues to show "Awaited."

Most likely causes

• Network Delay — A slow internet connection is delaying the confirmation from the payment processor (Stripe).

• Session Timeout — The payment request has expired.

How to fix it

• Wait for up to 60 seconds for the status to update.

• If it remains "Awaited," check the status on the 2Pay mobile app.

• If the app shows "Success" but the POS does not, click Refresh or Check Status.

• If it failed, click Retry in the POS to generate a new request.

Problem 3 — Tap to Pay not working on iPhone

How you recognise it

• The 2Pay app is open, but the "Tap" option shows an error: "Tap to Pay Not Available."

How to fix it

• Check Hardware — Ensure the iPhone is an iPhone XS or newer.

• Update iOS — Verify the device is running the latest version of iOS.

• NFC Check — Verify that NFC is enabled in the device settings.

• Re-authorise — In the 2Pay app, go to Settings and re-authorise the Apple Business connection.

Still not working?

If the issue persists, gather the following before contacting support:

• The device model and OS version.

• Your current Location and Payment Account ID.

• A screenshot of any error messages displayed on the phone or POS.