Symptoms

SwipeSimple App displays the message Unfortunately the Selected Payment Device Can't Process Transactions or Unfortunately this Payment Device Can't Process Transactions

Cause

1. The user that is logged into the device does not have device permissions
   Note: This will never be an issue with Admin users, as Admin users have all permissions
2. The user last logged in on a different device and Swipe Simple is remembering that device and is confused
3. This device is not linked to an account in the SwipeSimple portal (Typically when a device is new or has been replaced)

Resolutions

1. If the user does not have device permissions you can either: 

   • Have the user log out of SwipeSimple and has a user with permissions to the device sign in
   • Give the user device permissions

   SwipeSimple: Adding a Device to a User

   Public | Jun 23, 2025

   When a user is added on the Swipe Simple reporting dashboard online, the user has to be given permission to use specific devices other than the online gateway.    

   Note:  Admin users are automatically given permission for all devices.  

   We don't do this for merchants but can walk them through the following steps to allow users device access as they choose. 

   1. Log into SwipeSimple online as an Admin

   2. Go to Users from the left-hand navigation

      

   3. Click on the email of the user that needs new device permissions
      **Admins have all permissions, so you would not be selecting a user with an Admin role

      

   4. Click in the Payment Devices box to pull up a list of all available devices 
      Add check marks next to any device to which the user should have access

      

   5. Click Update User

      

   6. Have the user log out and back into Swipe Simple on the device to ensure they now show access

   
   

2. If the user has permissions for the device, they may need to simply select the payment device. 
   This will fix the issue if the user was previously logged in on another device

   SwipeSimple: Select Payment Device

   Public | Jun 23, 2025

   1. Login to the SwipeSimple app on the device

   2. Tap on the Hamburger Menu in the upper left-hand corner (Three lines)

      

   3. Go to Settings

      

   4. Tap to Payment Devices

      

   5. Tap on the correct Payment Device

      

   6. Exit settings and re-attempt transaction

   
   

3. If you were not able to assign the device to the user or select the device on the app OR if none of the above steps worked
   • The device may not linked to an account in the SwipeSimple portal
   • When a terminal is replaced, the Serial Number needs to be updated in the SwipeSimple Portal
   • This must be corrected by Merchant Services
   • Double Check TS steps with TR then escalate to Merchant Services to have the new device SN added to the account

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