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Troubleshooting why Coin did not work at a Merchant

Coin is compatible at millions of locations, including corner stores, restaurants, ATMs, grocery stores, and big-name retailers. If you've properly set up your Coin but have experienced difficulties with your payment transactions, it could mean one of the following:

  1. Your Coin timed out before it was swiped (the device turned off)
  2. The cashier swiped Coin too fast
  3. The cashier entered the wrong card type (American Express instead of Visa)
  4. You're at a motorized machine (Some ATMs and ticket machines)
  5. You're at a merchant that requires your name data or is using an older machine that is incompatible with Coin
  6. There could be something wrong with your Coin or the synced card data

 

1. Your Coin timed out before you swiped

Coin will shut off after 7 minutes of inactivity. You must remember to press the button to wake it up before you swipe or hand it over to the cashier. If you have Auto-Unlock enabled and are using Coin standalone (i.e., you do not have your phone with you), you’ll need to wake up and then enter your Tap Code to unlock Coin before it can be used.

 

2. The cashier swiped Coin too fast

Coin is designed to swipe just like any other regular card. However, some cashiers, such as at cafes or bars, sometimes swipe Coin so fast that the reader fails to properly receive the magnetic stripe data from Coin. Try to ask the cashier to swipe slower and that’s usually the trick to get it to work when you’re at a Coin compatible payment machine.

 

3. The cashier entered the wrong card type

While Coin swipes like a regular payment card, it does not include any card issuer logos. Some POS terminals require the cashier to input a card issuer type (Visa, Master Card, American Express, Discover) before the card is swiped. If the cashier inputs an issuer that does not correspond with the card number (inputed American Express but you selected Visa on your Coin) then the transaction can fail. To prevent a failed transaction, we encourage you to let the cashier know the card type (ex. "This is a Visa") before you hand over your Coin.  

 

4. You're at a motorized machine (Some ATMs and ticket machines)

Coin is compatible at a majority of ATMs and other machines where you insert ("dip") and pull out your card by hand. Coin is not compatible at automated ATM or ticket machines (such as for garage parking or train passes) that pull and push your card out with a motorized mechanism.

 

5. You're at a merchant that requires your name data or using an older machine that is incompatible with Coin  

Coin is a secure new technology designed to swipe everywhere magnetic stripe data is accepted. However, there are some merchants using systems that are incompatible due to the following reasons:

  1. Older or worn down machines may have difficulty reading Coin's dynamic magnetic stripe data
  2. Some merchants require your full name (also known as Track 1 card data) as a part of the transaction process. Coin does not transmit Track 1 data and may be rejected at the point of payment.

We have recently launched a Merchants Center to provide greater transparency into Coin compatibility, and also to allow users to submit feedback for product improvements. Here, you can see lists of well known retail stores and restaurant chains where Coin is compatible.

 

6. There could be something wrong with your Coin or the synced data

If Coin is no longer working at a location where it once used to, or you’re experiencing an overall low swipe success rate, there could be a problem with the device.

To determine whether or not your Coin's magnetic stripe is functioning properly, please follow these troubleshooting steps.

 


If you suspect your Coin may not be functioning properly, please click here for support.

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