Support

Linking a phone

How do we link a phone to the nonprofit?

• Someone from the nonprofit goes to Dashboard → Devices, clicks "New Pairing Code" and chooses "Phone (Tap to Pay)".
• Open the Touch & Give app on the phone.
• Enter the code from the dashboard in the app, within 15 minutes. The phone is now linked to the nonprofit.

Each phone is linked to one nonprofit. Create a separate code for each emissary.

Tapping doesn't work. What should we check?

Tap to Pay works only on a phone that meets all of these requirements:

• Android™ 13 or later.
• NFC and an ARM processor.
• A security update from the last 12 months.
• Google services and the Google Play Store. Phones without Google services don't work.
• The phone's original operating system, not rooted.
• "Developer options" turned off.
• A stable internet connection.

Tap to Pay is available only in the countries Stripe supports. Working outside the country of the nonprofit's Stripe account? Write to us before you start.

The phone meets every requirement and tapping still doesn't go through? Tap again. If the "Type the card" button appears, you can type the card details into Stripe's secure form.

iPhone is not supported yet. It is in development.

While taking donations

The phone shows "Donations are paused for now"

After 5 failed payments within 30 minutes, the phone stops taking payments for 30 minutes.

You can wait for the time to pass and try again. Don't want to wait? Someone from the nonprofit goes to Dashboard → Devices and clicks "Unlock" next to the phone.

A donation kiosk also stops taking payments for 30 minutes after 5 failed attempts. On a kiosk, the pause ends by itself when the time is up.

What is Shabbat mode?

If the nonprofit turned on Shabbat mode, donations can't be taken on Shabbat and Yom Tov. The times are calculated by the city set in the nonprofit's settings in the dashboard.

For accurate times, choose your city in the settings. Times look wrong? Check that the chosen city is correct.

Donations and receipts

How do we refund a donation?

In Dashboard → Donations, find the donation and click "Refund". The refund comes out of the nonprofit's Stripe account.

The receipt didn't arrive

Receipts are sent on behalf of the nonprofit from this address:

receipts@touchgive.charity

What to check:

• That the receipt isn't in the donor's spam folder.
• That email receipts are turned on in the nonprofit's settings, under Dashboard → Settings → Receipts.
• That the donor's email was typed correctly.

You can send the receipt again from the phone, up to 24 hours after the donation.

Devices

A phone was lost or stolen

Go to Dashboard → Devices and click "Phone lost? Disconnect" next to the phone. It is disconnected right away and stops taking donations. Do the same when an emissary stops working with the nonprofit.

Got a new phone? Create a new pairing code for it and link it as usual.

Getting started

How do we get started with Touch & Give?

Talk to us. Message us on WhatsApp, send an email or leave your details, and we'll get back to you.

Didn't find an answer?

Write to us, and we'll help.