---
title: "Fix common 2Pay issues"
url: "https://support.cosmesoft.app/en/article/fix-common-2pay-issues"
language: "en"
last_updated: "2026-09-01T22:40:02.925Z"
---

# Fix common 2Pay issues

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

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## 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.

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## 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.

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## 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.

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## 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.

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