"Accessory" in this article refers to the Card or CardCase.  "Card" refers to both the Card and the CardCase.


For iPhone....

....the best way to set up your Card/CardCase is with the Get Started Wizard which automatically starts after you install the app, verify and add your first payment card.   If you skipped the device setup, have connection issues or need to repeat the steps manually, see below. 


Note: with connection issues, there is no reason to unbind or delete your payment cards unless LoopPay Support suggests it. 

  • Was your LoopPay Card/CardCase behaving normally, and now you're having connection problems?
  • Are you putting your Card/CardCase in your back pocket? And perhaps sitting on it?
  • Or perhaps storing your phone in a crowded purse or backpack? 
  • Is it possible the Button Pay button is being pressed for 30 seconds or more? If so, this will disconnect the Card/CardCase. You can learn how to connect it below in Step 4.
  • Are you separating your phone from your LoopPay Card, in other words, is your Card out of Bluetooth range)? If so, the app will alert you.  Signing out will stop the alerts, but you will have to connect your Card again when you next sign in.  
  • Did you sign out of the app? If so, it may ask you to connect your Card again.  If you are using your default card to Button Pay most of the time, this is not an issue.  If you typically use App pay (Tap to Pay), it's best to leave the app active in your phone and keep your Card in bluetooth range.


Here are the basic steps with specific information below on how to perform each one below.

Your problem may resolve during any one of these steps.

1) Verify Bluetooth is Enabled:

Swipe your finger from the bottom of your phone screen upward. Check the middle icon at the top. If it's white, then Bluetooth is on. If it's black, Bluetooth is off. Tap it to turn it on (white). See Troubleshoot Bluetooth Issues at the bottom of this topic.

2) Verify your Card/CardCase is charged:

When you plug it into a charging block, does it blink? If so, it needs to be charged.

3) Power down your phone: 

Some users never turn their phone off, even when charging. Sometimes this step can solve a connection problem immediately.

4) Reconnect Card/CardCase if disconnected:

When you might need to to do this: 

...if you are having connection problems, and you already checked and verified Bluetooth is enabled in your iPhone settings.

...if the Button Pay button got pushed accidentally for a full 30 seconds (in a crowded purse, pocket or briefcase) and your device was disconnected.

...if your Accessory icon is green in the app but you're still having connection issues, disconnecting and reconnecting might solve the problem.

...if your device is disconnected - in App Settings, Accessory Settings, the Discover button displays rather than Disconnect.


Manual Reconnect Method

settings-discover-device.png

  1. Go to Settings, choose Accessory Settings.
  2. Tap Discover.
  3. At the Discover Device screen, hold the button on your Accessory until a single green light flashes.  
  4. Now Tap the device (number) displayed.
  5. Answer Yes to the Bind question if asked; even if your Case is already bound, answering yes will not harm or erase the device.  

5) Disconnect Card/CardCase:

...If you need to trouble-shoot a connection.


Go to Settings in the App.

Choose Accessory Settings.

Choose Disconnect

See Manual Reconnection method in step 4.


6) Troubleshoot Bluetooth issues:

There could be issues with Bluetooth in your phone and/or conflict with other Bluetooth devices.discover-mac-address.png

  1. Assuming Bluetooth is enabled... and you have removed all other Bluetooth devices from the vicinity (headphones, keyboards, other LoopPay Bluetooth devices.....
  2. Go to Settings in your phone. Open Bluetooth Settings.
  3. Tap the “i” next to the Pay with Loop device(s), choose Forget this Device. If you have multiple Pay with Loop devices listed there, perform the same step with all of them. 
  4. Now go to Settings in the app, Tap Accessory Settings, then Discover and go through the procedure to connect your Card/CardCase. Be sure you press the button long enough for the single green LED to flash. 
  5. Sometimes an iOS update can cause bluetooth problems or bluetooth problems just won't resolve.  You can reset your phone settings.  It will take time and you will lose all saved settings but this can fix problems for 8.0 and later updates. To do this, open Phone Settings > General > Reset > Reset All Settings.   

If these problems persist, we suggest you create a support ticket.  And apologies for the inconvenience.