App problems on iPhone and iPad

For a wrong password or two-factor code, see Can’t sign in.

Unlocking and Face ID

That wasn't you. Try again with Face ID or your passcode.

Likely cause: Face ID didn't recognise you, or the passcode was cancelled.

Fix:

Tap Unlock and try again. If Face ID keeps failing, use your phone’s passcode when offered.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

Face ID is locked after too many tries

Likely cause: Your iPhone switched Face ID off after several failed tries.

Fix:

Lock your phone, unlock it with its passcode, then try again in Tuppence.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

Set up Face ID or a passcode on this phone first

Likely cause: Refunds, approvals and unfreezing a card need Face ID or a passcode, and this phone has neither.

Fix:

In your iPhone’s Settings, choose Face ID & Passcode and set a passcode. Then try again.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

Face ID was interrupted. Try again.

Likely cause: A call, a notification or switching apps stopped the check.

Fix:

Try the action again.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

Connecting

Can't reach Tuppence. Check your connection.

Likely cause: The phone has no internet connection, or a network is blocking it.

Fix:

Check Wi-Fi or mobile data, then tap Try again. On public Wi-Fi, open Safari first in case the network asks you to sign in.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

Google could not sign you in, or Apple could not sign you in

Likely cause: The account you chose isn't the one you joined Tuppence with, or the sign-in was refused.

Fix:

Try again with the Google or Apple account you signed up with, or use your email and password.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

Notifications

Notifications don't arrive

Likely cause: Notifications are off for Tuppence on the phone, or for that kind of alert. While the app is in testing, phone notifications may not be switched on yet.

Fix:

In your iPhone’s Settings, choose Notifications, then Tuppence Payments, and allow them. In the app, tap Account, then Notifications, and check On this phone is on for the alert. Keep By email on for anything you mustn’t miss.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

I see the wrong business's data

Likely cause: You belong to more than one business, and another one is open.

Fix:

Tap Account and choose the business under Business. See the app tour.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.

I can't turn off Test mode

Likely cause: The business hasn't gone live yet, so it only has test data.

Fix:

Finish going live from the app or the dashboard. The switch works once the business is live.

Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.