VisitorTap may occasionally prompt questions when used during church services or when members are getting started with this new technology. To make things easier, we’ve included some quick troubleshooting tips to help leaders and volunteers resolve common issues right away.
Troubleshooting for Users
If a Tap product isn’t opening any link on a phone:
- Confirm that the user can access any webpage or app. If their cellular service is weak inside the building and no Wi-Fi connection is available, they won’t be able to open any links — whether from a QR code or a Tap link.
- Hold long enough: Ensure the person holds their phone against the tap card for at least 2-3 seconds.
- Adjust Phone placement:
- iPhone: The NFC reader is located near the top of the device -so hold the top of the iphone to the tap card.
- Android: The NFC reader varies by model, but is often near the center or back. So hold the center back of the phone to the tap card.
- Check NFC settings:
- Make sure NFC is turned ON in the phone’s Settings. (If user has tapped to pay before then NFC chip is turned on)
- Many Android phones have the NFC chip turned OFF and need to be turned on.
- If it’s off, toggle it on and try again. Visit How to Turn On NFC on Your Android Phone for more information.
If the phone displays an error message instead of the expected page:
- This means the destination (URL or TapTree) was not set up in the VisitorReach Dashboard.
- The church team must Log in to their Dashboard and set the destination link correctly.
Tap Product Not Working on Metal Surfaces
Tap products may not function properly on metal due to NFC signal interference. If your Tap is placed on a metal surface (like metal chairs, podiums, or tables), please refer to our article on this topic: Tap Products on Metal Surfaces
Troubleshooting Set-up
When setting up VisitorTap products or building out your Taptree, your team may run into a few questions along the way. To make things easier, we’ve included some troubleshooting tips to help you quickly identify and resolve common setup or configuration issues. These steps will help ensure everything is connected, synced, and ready for a smooth launch.
New or Additional Tap Products Not Working
If you’ve ordered additional Tap products and the destination isn’t working:
- Go to your VisitorReach Dashboard.
- Ensure the destination (URL or Taptree) is properly set up and assigned.
- After confirming, click Update on the VisitorTap Info tile to sync your product settings.
Banner Image Not Fitting Correctly on TapTree
If your banner image or logo looks cut off or distorted in your TapTree:
- Double-check your logo file dimensions.
- The “tall” and "short" banner layouts have different aspect ratios.
- Refer to the banner dimensions in your TapTree Editor for correct sizing before uploading.
Button in TapTree Not Working
If a button in your TapTree isn’t saving or opening the intended link:
- Verify that the URL is entered correctly.
- Even a missing “https://” or an extra space can cause the link to fail.
- Re-enter the link carefully and save your changes.
If you have additional issues or questions, please reach out to visitortap@visitorreach.com, and we’re happy to help troubleshoot any concerns.