SoftPOS Digital App FAQ

For more detailed information, please consult the full user guide or contact our dedicated support team, available 24/7.

Transaction Statuses

Status	Description
Authorized (E-Commerce only)	Payment successfully authorised — funds are reserved on the customer’s card but not yet transferred to your account.
Captured (E-Commerce only)	The reserved funds have been successfully captured and are being processed for transfer to your account.
Approved (POS & SoftPOS only)	Payment was successfully processed and approved by the bank. Funds will be transferred after settlement.
Refunded	A refund was processed — funds returned to the customer.
Voided	Transaction was cancelled before settlement.
Cancelled	Transaction was cancelled before completion; no funds were taken.
Declined	Payment was not approved by the bank; no funds were taken.
Rejected	Payment was rejected due to technical or fraud-related reasons.
Settled	Transaction has been fully processed and funds transferred to your account.

General Questions

What does the grey amount mean in the transaction?
A grey amount indicates that the amount was authorised but will not be automatically captured or processed.

Where can I find settled transactions?
Use filters in the transaction list to view all settled transactions, or access the settlement report in the dashboard.

When will a transaction be settled?
Settlement usually occurs on the next working day, depending on your merchant agreement.

Device & Paper Roll Management

How do I request paper rolls?
Go to the Dashboard → Services → Order Paper Rolls, confirm your details, and submit your request.

How many paper rolls can be delivered?
The number depends on your transaction volume over the past month.

Refunds & Voids

How do I void a transaction?

Go to Transactions – In App.
Select the transaction.
Tap Void → Confirm.
A confirmation message appears once the transaction is complete.

How do I refund a transaction?

Go to Transactions – In App.
Select the transaction.
Tap Refund → enter refund amount → Confirm.
A confirmation message appears once the transaction is complete.

Payment Acceptance Methods

Which payment methods are supported in the app?
The app supports Tap to Pay, Pay by Link, and Create Invoice.

What is Tap to Pay?
A contactless solution requiring no extra hardware — customers simply tap their contactless card or device on your NFC-enabled mobile.

What is Pay by Link?
Customers can:

Scan a QR code displayed on the app, or
Open a secure payment link sent via SMS, email, or messaging apps.

What is Create Invoice?
Allows merchants to email invoices with embedded payment links directly from the app.

Device Compatibility

Which devices and operating systems are supported?

Android: Version 13 and above with NFC
iOS: Version 16.4 and above (iPhone XS or newer)

Tap to Pay

How do I initiate the Tap to Pay transaction and how does the customer make the payment?

Tap Tap to Pay.
Enter the amount and tap Confirm.
The app prompts the customer to present their card.
The customer presents the card, and the transaction is processed.
A confirmation message appears once payment is complete.

When I select “Tap to Pay”, the app gives an error “The SoftPOS app is not installed”. Why?
Tap to Pay requires a helper app called N-Genius Tap. Download and install it to enable contactless acceptance.

Which cards are supported?
Supports Mastercard and Visa, plus digital wallets (Apple Pay, Samsung Pay, Google Pay).

Is there a transaction limit for Tap to Pay transactions?
Supports all transactions; for payments above AED 500, customers will need to enter their card PIN for verification.

How do I enable Tap to Pay on iPhone?

Tap Enable when prompted.
Accept the Terms & Conditions with your Apple ID.
Follow the tutorial screens.
Once enabled, you can start accepting contactless payments directly on your iPhone — no additional hardware required.

Is a digital receipt available for Tap to Pay transactions?

Yes. After completing a payment:

Tap Share on the confirmation screen.
Choose Email or SMS, enter recipient details, and tap Send.

Pay by Link & Create Invoice

How do I create and share a payment link?

Tap Pay by Link.
Enter the amount and tap Confirm.
Ask the customer to scan the displayed QR code or tap Share to send the link via SMS, email, or WhatsApp.

How do I create and send an invoice?

Tap Create Invoice.
Complete all required fields.
Tap Invoice Summary → Confirm.
The invoice is automatically emailed to the customer.

How do I configure Pay by Link settings?
Go to Manage Product & Services → Pay by Link Configuration, fill in all required fields, and Save.

Viewing Transactions

All Tap to Pay, Pay by Link, and Create Invoice transactions are available under the Transactions – In App tab.