With BT Tap to Pay, you can accept in-person contactless payments using only your iPhone with no extra terminals or hardware needed. It’s easy, secure, and private.
You might be selling crafts from a market stall, running a mobile hairdressing business, or fixing a leak in a customer’s home. When it’s time to pay, your customers simply tap their contactless payment method to your iPhone. There’s no need for them to find cash or complete a bank transfer. And there’s no worry for you, as the money lands in your account quickly and safely.
Get help getting BT Tap to Pay, setting up, using and fixing problems with BT Tap to Pay. Find out about taking payments and refunds and chargebacks.
Getting started
Do I have to be an existing BT or EE customer to use BT Tap to Pay?
BT Tap to Pay is currently available to everyone. However, to login to the BT Tap to Pay app you will need to use your BT Business or EE Account log in details.
If you do not have these already, you can register for a BT Business My Account or register for an EE Account.
Is BT Tap to Pay available on Android devices?
We're planning on making this available on Android too. While we can't yet share exact dates, we'll include updates on our website when it's ready.
Is the BT Tap to Pay app secure?
BT Tap to Pay on iPhone uses the built-in features of iPhone to keep your business and customer data private and secure. When a payment is processed, BT Tap to Pay does not store card numbers on the device, or on BT or Apple's servers, so you can rest assured knowing your business stays yours.
What devices are compatible with BT Tap to Pay?
BT Tap to Pay on iPhone is supported on iPhone XS and newer devices including iPhone SE (2nd and 3rd Gen).
Which operating systems can use BT Tap to Pay?
Our payment service provider Adyen requires a certain iOS version for you to use BT Tap to Pay. See Adyen’s requirements.
Update to the latest commercially released iOS version for the best experience.
If you are a member of the Apple Beta Software Program, install beta versions of iOS only on devices that aren't business critical. Once you update to a beta version of iOS, you won't be able to go back to the earlier commercially released version of iOS and continue using BT Tap to Pay. Instead, you will need to use the beta version until a new version of iOS is commercially released.
How do I create an account for BT Tap to Pay?
To create a BT Tap to Pay account, you will need to have existing BT Business My Account or EE Account log in details. To get started:
- Download the app.
- Follow the instructions to login, using your BT Business My Account or EE Account log in.
- Fill out the required information - you will be prompted to enter your business details (also called a ‘Know Your Customer’ check) to create an account with Adyen - our payment service provider.
You will also be required to provide proof of identification, i.e.
a. Passport
b. UK Driving License - Once your account application has been submitted, you may have to wait up to 24 hours for confirmation before you can start taking payments.
Using BT Tap to Pay
Which payment services does BT Tap to Pay support?
We accept payments from all major card issuers as well as Digital Wallets like Apple Pay and Android/Google Pay.
We do not currently support payments from American Express.
Do I need an internet connection to take a payment?
Yes, you will need to be connected to the internet in order to take a payment - this can be done through WiFi or mobile data.
How do I change my business information?
You can do this through the Settings screen within the BT Tap to Pay app.
We will need to verify any changes to your account which can take up to 24 hours. During this time, you will not be able to process transactions or be paid out to your bank account until the verification process is complete.
Can I change the icon that appears for my business in the BT Tap to Pay interface?
The icon for your business is set by the merchant category code our payment service provider Adyen assigns to you. If the icon does not match your business category, please contact us at: support-centre@bt.com
Can I still use the BT Tap to Pay app if I have no data allowance remaining for this period?
Your device will need to be connected to the internet in order to use the app. If you have run out of data allowance for this period, you can still take payments using WiFi.
Can I use BT Tap to Pay on multiple business devices?
Yes, you can log in to your BT Tap to Pay account on as many compatible iPhones as you wish. Just log in to your account on each device using your BT Business My Account or EE Account log in details.
Is there a payment limit/cap for payments?
You can take payments up to the value of £9,999.99 using BT Tap to Pay. Physical card payments over the value of £100 may require your customer to enter their PIN code to complete the transaction. The £100 limit does not apply to digital wallets, such as Apple Pay.
Does BT Tap to Pay support transactions that require a PIN?
BT Tap to Pay supports PIN transactions, where the customers card is set up with a digital PIN. After the customer taps their card, BT Tap to Pay app will prompt the customer to enter their PIN using Apple's secure PIN entry interface.
My customers card isn’t working
If your customer’s card is not working, the app will provide you with the option to generate a payment link. This can be shared with the customer via a QR code or using default sharing options on your device (For example SMS, email, or WhatsApp).
How do I close my account?
If you wish to close your BT Tap to Pay account then please contact us at support-centre@bt.com
How much do I pay to use BT Tap to Pay?
We charge a 1.4% fee for every transaction made. We take this fee at the time of transaction. There are no ongoing costs charges for using BT Tap to Pay. You can view transaction fees and access a statement of your account in the app.
In which regions is BT Tap to Pay available?
BT Tap to Pay is only available for use in the United Kingdom.
Will using BT Tap to Pay affect the battery life of my device?
No. BT Tap to Pay won’t have a noticeable impact on battery life.
Taking payments
How do I take a payment?
- When you are ready to take a payment, open the BT Tap to Pay app and tap on the 'Take new payment' button.
- Set the transaction amount, then tap on the 'Take payment' button.
- Ask the customer to tap their payment method on the top of your iPhone screen.
- If successful, you will see a payment success message and be returned to your transaction history (this will include details of all your payments).
Note: Your device will need to be connected to the internet in order to take payments.
How do I know if the customer’s payment card is contactless?
Contactless cards have an EMV® Contactless Indicator on the back or the front of the card.
Why was the payment unsuccessful?
There are a number of reasons why a payment could be unsuccessful.
Firstly, check that your device is connected to the internet- you need to be on WiFi or a mobile data connection in order to process payments.
Other reasons could include (but not limited to):
- The wrong PIN has been entered;
- The payment is over the threshold that the card is authorised to make; or
- The card issuer suspects fraud.
I'm seeing “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 is not supported. For example, an international customer may have a card that isn't widely accepted outside their region. Ask your customer to try a different card, or alternatively send them a payment link – which is prompted within the BT Tap to Pay app.
How do I provide a receipt?
When viewing your transaction history, tap the transaction you would like to issue a receipt for and tap the "Issue Receipt" button. You will then be able to share the receipt using default sharing options on your device (For example SMS, email or WhatsApp).
Where are the payments I accept with BT Tap to Pay deposited?
All payments you accept with BT Tap to Pay are processed by our payment service provider, Adyen, and then deposited to the bank account you've set up with us.
How do I turn on accessibility options for PIN entry?
From the PIN entry screen, tap Accessibility Options to turn on the accessibility mode for PIN entry.
When the accessibility mode is on, the device reads out loud the following instructions for PIN entry:
- Tap once for 1, tap twice for 2, and so on. Tap ten times for 0.
- Pause between taps for each digit. The device plays a sound to confirm entry for each digit.
- Swipe right with two fingers to confirm the PIN.
- Swipe left with two fingers to delete the last PIN digit entered.
- Swipe down with two fingers to cancel the payment.
- Swipe up with two fingers to read out loud the number of PIN digits entered.
You can use the side buttons on your iPhone to adjust the volume as needed.
To turn off the accessibility mode, tap Turn Off Accessibility Options.
PIN entry times out after 5 minutes. The accessibility mode turns off automatically when the BT Tap to Pay interface times out or is dismissed.
How do I keep my device secure when a customer enters their PIN?
You can turn on the Tap to Pay Screen Lock setting for BT Tap to Pay to lock your device screen during PIN entry. After the customer completes or cancels their PIN entry, unlock the device to continue the transaction.
On your iPhone, go to Settings > BT Tap to Pay, then turn on Tap to Pay on iPhone Screen Lock.
How long will it take for money to reach my bank account?
Payments will settle into merchant bank accounts within two business days.
Can I get my money quicker if I need it?
No. At the moment, we can only facilitate two business day settlements.
I was due a pay out and haven't received it yet
If you haven't received payment two business days after you took the payment, please check your transaction history in the app to ensure there was no issue with the transaction. If the issue still persists, please contact us at: support-centre@bt.com
I would like to change the bank account my money goes to
You can update your business details (including bank account details) through the Settings screen within the BT Tap to Pay app.
We will need to verify any changes to your account which can take up to 24 hours. During this time, you will not be able to process transactions or be paid out to your bank account until the verification process is complete.
Refunds and chargebacks
How do I process a refund?
When viewing your transaction history, tap the transaction you would like to issue a refund for, and then tap the "Issue Refund" button. You will then be able to issue the refund to your customer (as long as you have enough balance on your account).
Refunds are subject to the fees agreed in your contract and cannot be reversed. The breakdown of these fees can be seen from within the BT Tap to Pay App.
Refunds are typically issued to your customers in two business days.
Why have I been charged a transaction fee to issue a refund?
If you issue a refund, a fee will apply to both the initial transaction and the refund transaction. Your customer will still be refunded the full amount they paid.
I have no money in my account, how do I issue a refund?
You can either take more payments through the BT Tap to Pay app to top-up your balance, or contact us at: support-centre@bt.com
What is a chargeback?
A chargeback (also referred to as a payment dispute) occurs when a cardholder disputes a transaction with their card-issuing bank and asks for the transaction to be reversed.
Can I dispute a chargeback
Yes, to get this process started, contact us at: support-centre@bt.com
Will I be notified if a customer has disputed a payment/raised a chargeback?
Yes, the BT Tap to Pay app will notify you when a payment is disputed. You will then be directed to contact us if you wish to challenge the dispute.
Business management
What business information is linked to BT Tap to Pay?
When you accept the BT Tap to Pay on iPhone Terms and Conditions, your unique Merchant ID (defined by our payment service provider, Adyen), merchant category code, and your business name are linked to BT Tap to Pay.
What is the BT Tap to Pay on iPhone Merchant ID?
The BT Tap to Pay on iPhone Merchant ID uniquely identifies your business as a merchant that is able to accept payments through our payment service provider Adyen.
Where can I see my BT Tap to Pay on iPhone Merchant IDs?
Follow the Apple Business Register link from your BT Tap to Pay on iPhone welcome email, and sign in with your Apple ID. Confirm your business information to see your BT Tap to Pay on iPhone connection and your Merchant IDs.
How do I unlink BT Tap to Pay on iPhone and my Apple ID?
First, follow the link in your BT Tap to Pay on iPhone welcome email to sign in to Apple Business Register. Confirm your business information to see your BT Tap to Pay on iPhone connection and your Merchant IDs.
From the list of Merchant IDs, select Remove and confirm for each merchant account ID to unlink your Apple ID from Tap to Pay on iPhone.
When the Merchant ID list is empty, your Apple ID is no longer linked to BT Tap to Pay on iPhone.
I don't see BT Tap to Pay on iPhone when I sign in to Apple Business Register. What do I do?
To see the BT Tap to Pay on iPhone connection, you must follow the Apple Business Register link from your welcome email. You receive this email after you accept the Terms and Conditions in the BT Tap to Pay app on your device.
I don't see my Merchant ID in my BT Tap to Pay on iPhone connection in Apple Business Register. What do I do?
Make sure you sign in to Apple Business Register with the same Apple ID you used to accept the BT Tap to Pay on iPhone Terms and Conditions on your device.
I'm having other issues with my BT Tap to Pay on iPhone connection in Apple Business Register. What do I do?
You can submit a help request in Apple Business Register. Sign in to your Apple Business Register account and go to the BT Tap to Pay on iPhone connection. Select Help from the navigation bar to submit a help request to the Apple Business Register support team.
I accepted the BT Tap to Pay on iPhone Terms and Conditions with an Apple ID I don't want to use for my business. How do I change the Apple ID?
You can remove the existing Apple ID associated with your business, and then accept the BT Tap to Pay on iPhone Terms and Conditions again with your preferred Apple ID.
- First, follow the link in your BT Tap to Pay on iPhone welcome email to sign in to Apple Business Register. Confirm your business information to see your BT Tap to Pay on iPhone connection and your Merchant ID.
- From the list of Merchant IDs, select Remove and confirm to unlink the Apple ID from your business account.
The next time you open the BT Tap to Pay app, you will be prompted again to accept the Tap to Pay on iPhone Terms and Conditions. Accept the terms and conditions with your preferred Apple ID.
I can't find my BT Tap to Pay on iPhone welcome email. How do I access my Tap to Pay on iPhone connection in Apple Business Register?
Go to Apple Business Register for Tap to Pay on iPhone and sign in with the same Apple ID you used to accept the BT Tap to Pay on iPhone Terms and Conditions.
I have a firewall at my place of business. How do I enable BT Tap to Pay on iPhone on an enterprise or restricted network?
See the section for BT Tap to Pay on iPhone in Use Apple products on enterprise networks.
Fixing problems
I'm having problems logging in
You can reset your BT or EE password directly through the app. If you are still having issues logging in, please contact us at support-centre@bt.com
I'm having trouble downloading or opening the app
If you’re having issues downloading the app, you can try following these instructions from Apple.
Why do you need to review my business information/run a ‘Know Your Customer’ (KYC) check?
A KYC check is a financial and legal process we are required to complete before we can enable you to take payments. It helps to safeguard against fraudulent and criminal behaviour. We work with our payment processor Adyen to complete the KYC for your account.
Why have I failed the KYC check?
If you fail your KYC check, you will be notified through the BT Tap to Pay app, including with advice on how to proceed.
Something isn't working and I need help
If you need help, then please contact us at: support-centre@bt.com
I don't have the right documents - can I add them later?
In order to be able to take payments, you will need to complete KYC check as part of the account creation journey. If you don't have the documents to support your account setup you can come back and do this later. However, you won't be able to process any transactions until you have successfully created an account.
I want to make a complaint
We’re sorry to hear that you are unsatisfied with the service we provide. In order to make a complaint, please contact us at: support-centre@bt.com
What bank accounts can I set up with BT Tap to Pay?
You can transfer funds to any UK bank account.
What if a contactless payment card is not being read?
The performance of contactless cards can vary based on the card design, such as the card material or the location of the antenna. As a result, some cards connect more easily than others.
Try the following to ensure a successful card read:
- First, ask the customer to hold their contactless payment card directly on the device with the chip on the left side and the longer side of the card lined up with the edge of the tap area for several seconds.
- If the card still doesn't read, ask the customer to slide the card to center the chip directly over the notch on the device.
- If the contactless card remains unread without any feedback from the interface, the card might have a damaged antenna or might not work with contactless payments.