Trouble­shooting: Android

Why doesn't earning Bonus with S-mobiili's S-Etukortti work when I pay with Google Pay or another mobile payment app?

Check your phone settings:

• NFC is turned on

• You have selected "pay with open app" as active (wording varies by phone model)

Move your phone to the payment terminal calmly. The contactless reading area is usually on the left side of the terminal.

Make sure S-mobiili stays active when you bring your phone to the payment terminal. If you accidentally close S-mobiili, the terminal will move directly to the payment phase without earning Bonus.

Reading works best when you bring the back of your phone towards the payment terminal. Note that your phone case may slow down or prevent contactless reading.

Check your S-Etukortti usage settings (in the Profile section) to see if S-Etukortti is set to the recommended settings.

Why doesn't paying with Google Pay or other mobile payment apps work anymore after I've started using S-mobiili's S-Etukortti?

Close S-mobiili after earning Bonus, or go to your payment app (e.g. Google Pay) using the "Open payment app" link in the action prompt.

Make sure you have selected your mobile payment app as the "default payment app" in your phone settings. S-mobiili is not a payment app, so you can't pay with it. If S-mobiili is selected as your phone's default payment app, paying with Google Pay or other mobile payment apps won't work.

Check that "pay with open app" is active in your phone settings (wording varies by phone model). This allows you to earn Bonus before paying, and at the payment phase the terminal will read your payment app details.

Why does the payment terminal show "Unknown card" when using S-mobiili's S-Etukortti?

After earning Bonus, the payment terminal moves to the payment phase. If S-mobiili is still open and your phone is near the terminal's contactless reading area, the terminal tries to read payment details from S-mobiili's S-Etukortti. It doesn't recognise this because it's not a payment method.

Remember to close S-mobiili after you've earned Bonus. You can then pay with your phone's payment app or choose any other payment method.

What should I do if S-mobiili's S-Etukortti doesn't work at all?

Check technical requirements

S-mobiili's contactless S-Etukortti only works on Android phones that have:

• NFC contactless feature

• Setting to bypass default payment app

If your phone doesn't support these, you can't use this feature. Support may be missing from certain OnePlus models and from Huawei, Cubot, Doogee, Oukitel, Blackview, and Ulefone phones.

Check where you can use it

S-mobiili's contactless S-Etukortti works at these locations:

• Prisma, S-market, Sale, Alepa, ABC Market, Food Market Herkku

• Sokos, Emotion

• Prisma Rauta, S-Rauta

• Sokos Hotels, Radisson Blu Hotels, Radisson RED Hotels

• Cafés and restaurants (excluding Hesburger)

Use the right technique

Move your phone calmly to the payment terminal's NFC reading area. Hold your phone still, follow the text on the terminal's screen, and wait for the terminal to confirm that Bonus has been earned.

If the problem continues

Contact customer service and provide the following information along with your customer details:

• Your phone model and operating system version

• Which store you visited

• Date and time of your visit

• Purchase amount

• Description of what happened

Alternatively, you can use the S-Etukortti barcode found in S-mobiili.

S-mobiili shows that Bonus was earned, but Bonus wasn't actually earned?

Sometimes your phone may confirm before the payment terminal has finished processing. If you move your phone away from the terminal too early, the signal may be interrupted and Bonus won't actually be earned.

Keep your phone at the payment terminal's NFC reading area and wait for the terminal to also confirm that Bonus has been earned.

If Bonus still doesn't get earned, contact customer service.