If your phone is having trouble recognizing the NFC tag, there are a few things you can try.
iPhone
Wake up your screen (by tapping it or pressing the unlock button), then tap your tap tag. In general, NFC tags won't scan if your screen is black, so be sure you wake up your lock screen.
Make sure you're tapping the correct part of your phone. The NFC reader is on the back of your iPhone, near the top.
Try holding that part of your phone to the tap tag.
Note: Modern iPhones have NFC automatically enabled, and you can't turn it off, so no need to check your settings!
Android
Unlock your phone, then tap the tap tag. Samsung phones can't scan NFC tags if the phone isn't unlocked.
Make sure you're tapping the correct part of your phone. The NFC reader is on the back of your Android phone, near the center.
Try holding that part of your phone to the tap tag.Check that NFC is enabled. Go to Settings > Connections > NFC and contactless payments > Toggle On.
If none of these fixes work, try tapping another tap tag. We check a random sample of your tap tags, but there's a chance one doesn't work properly (we sent you a few extras just in case this happens!).
If you're still having problems or have any questions, feel free to reach out to us in the chat. We'd be happy to troubleshoot with you!