Why is my transaction failing?

We’re sorry you’re facing issues with your PostePay card. Recent regulatory changes mean that merchants like us and banks need to verify users. This is part of a global initiative to keep you and your money safe!

You may want to check the videos we have shared on our YouTube channel, we hope they can help and guide you: 

Text in English and voiceover in Twi:
How to use my Postepay card with Taptap Send?
How to authorise Taptap Send transfers in the BancoPosta/PostePay app?

Testo e voce in italiano:
Utilizzare la mia carta Postepay con Taptap Send

Come autorizzare transferimenti con Taptap Send?

Texte en francais et voix off en Wolof:

Comment autoriser mes transferts Taptap Send avec BancoPosta ou PostePay? (Wolof/Français)
Comment utiliser ma carte Postepay avec Taptap Send? (Wolof/Français)

There may be several reasons why your transaction is failing. We will guide you through the steps you need to take so you can continue to send money to friends and family!

Do you have the PostePay/BancoPosta app?

Yes I do! - Great, please open the app check if you have enabled the right settings

1. Click “Conti e carte” 
2. Make sure “Abilita acquisti online” is on
3. Click “Seleziona categorie”
4. Make sure “Trasferimento Fondi” is on
5. You should now be able to send your transfer!

No, I don’t have the app! - No worries, here’s a quick guide:

1. Do you have an online account? If yes, go to step 2. If not, follow the below steps:
• Register on the Poste Italiane website. Here is the link: https://www.poste.it/registrazione/registrazione.html#/anagrafici
• Create your PosteID (a unique password for all the services offered by the Poste). Here is the link: https://posteid.poste.it/
2. Download PostePay/Bancoposta App from Apple store or Play Store
3. Follow the instructions in the Bancoposta app and link your PostePay card
• If you can’t link your PostePay card in the Bancoposta App then you can either:
• Go to the nearest post office with a valid ID card and your codice fiscale. To find your nearest post office, visit the website https://www.poste.it/cerca/index.html#/risultati-cerca-cap/
• Go to cash machine and select 'Sicurezza internet' →  "Servizi" → "Opzioni" in order to link your mobile number to your card
4. Once you have the app, ensure you have the right settings enabled. We provide screenshots under “Yes, I do” section.

Taptap send is asking me to approve my transfer in the PostePay/BancoPosta app, how do I do this?

1. Open the Bancoposta/Postepay app and enter your "Username" and "Password".
2. Once logged into the app, click on the bell-shaped icon in the top right corner
3. Select the "Notifiche" option and you should see "PAGAMENTO E-COMMERCE" with the date and time of the transaction.
4. Click the "Autorizza" button. This authorises the transaction so make sure it’s the right one!
5.  You will be asked to enter your CODICE POSTE ID
6. You will receive a message that confirms that the authorisation has been granted!

I am unable to save my PostePay card in the Taptap Send app, how do I do this?

Enable the right settings in the PostePay/BancoPosta app! Without this, you may see an error message saying “Unable to save debit card” 

1. From the main screen of Bancoposta app, Click “Conti e carte” 
2. Make sure “Abilita acquisiti online” is on
3. Click “Seleziona categorie”
4. Make sure “Trasferimento Fondi” is on
5. You should now be able to add your debit card and send money to friends and family!

Please contact our support if you are still having issues