topic Re: Google wallet not working in Android Devices

Google wallet not working

jj494 — Mon, 14 Aug 2023 13:03:52 GMT

I've got a POCO F3 5g and I've recently moved to a EE sim only, from PlusNet mobile, and after I inserted the EE sim card into my phone, contactless payments through Google Wallet won't work.

The wallet app all works perfectly well, no error messages, it just doesn't work when I try to use it.

If I remove the sim card it works, if I use a Giffgaff sim card it works, but not with the EE sim card.

I've tried a factory reset but that hasn't made any difference.

Any suggestions?

Thanks

Re: Google wallet not working

EssexBoyEE — Mon, 14 Aug 2023 14:01:50 GMT

If it works when you remove the EE Sim Card, then you probably still have some tokens left (It needs these for limited use when out of Coverage or using WiFi), it could be it hasn't downloaded additional Tokens using the EE Sim.

The F3 is a Dual Sim Device, are you using 2 Sims together?, or how?. Also check the APN Settings are correct for the EE Network anyway.

From the above, you could try clearing the Cache on the Wallet App, then De Install and Re Install again (Use the Play Store App to Un Install, not the Phone), Install the App over a EE Internet Connection, also try using Only the EE Sim in the Phone (Sim Slot 1), make sure you have the Data connected to the right Sim Slot, ensure the Internet connection is good, and leave the Phone in this state for 12 to 24 Hours, then test the wallet again.

Re: Google wallet not working

jj494 — Mon, 14 Aug 2023 14:15:52 GMT

Thanks for your reply.

I use one sim only, in slot 1 (I'd just borrowed my partner's giffgaff sim to replace the EE one to see if that worked) and the apn settings are correct.

I don't know how long it ought to take to download additional EE tokens - I've been using the EE sim for about 8 weeks now.

I'll try your cache/uninstall suggestion and see if that does the trick.

Re: Google wallet not working

EssexBoyEE — Mon, 14 Aug 2023 14:20:26 GMT

Ok, give it 24 Hours after a new up to date Install.

You could also try the the Help Page or Community here -

https://support.google.com/wallet/?hl=en-GB#topic=11925502

Re: Google wallet not working

jj494 — Wed, 16 Aug 2023 06:25:50 GMT

I've tried all of those and I'm still unable to make contactless payments.

I'd initially thought the problem was with the phone, but I got it checked as it's under warranty and they could find no fault with the NFC.

I'll try Google support next.

Thanks for the suggestions.

Re: Google wallet not working

Leanne_T — Wed, 16 Aug 2023 06:55:08 GMT

Let us know how you get on after contacting Google @jj494

Leanne 🙂

Re: Google wallet not working

jj494 — Wed, 16 Aug 2023 18:42:11 GMT

I contacted Google who were adamant that as Google Wallet says the set up is good to go, then the issue must be with EE.

I've now, somewhat belatedly, tried putting my EE sim in my partner's phone, and immediately contactless payments stopped working in exactly the same manner.

The problem has to be with the sim or EE.

I've run out of things to try..

Re: Google wallet not working

James_B — Thu, 17 Aug 2023 06:57:58 GMT

Hi @jj494,

I'm not aware of any network settings that would limit the ability to use Google Pay.

I'd recommend getting in touch with technical support to see if the team can shed any light on it.

Please let us know how you get on.

James

Re: Google wallet not working

PaulXLE — Wed, 20 Sep 2023 12:48:54 GMT

I have exactly the same issue - I moved from BT to EE a couple of months ago, before my Google Wallet worked fine, but since EE it has not worked. I have tried the clear cache thing, no different.

I am reluctant to uninstall and reinstall as my wallet contains many store cards and some store vouchers, if I uninstall will they all disappear?

Anyway, did you get anywhere with this, I don't know what you mean when referring to tokens?

TIA

Paul

Re: Google wallet not working

jj494 — Wed, 20 Sep 2023 13:16:04 GMT

I finally managed to resolve the issue on my Xiaomi device.

There's a setting under NFC called "secure element position" and with the EE sim card inserted this defaults to "SIM wallet" and Google Wallet then doesn't work.

I changed this setting to "HCE Wallet" (which is what it defaults to when I tried other network sim card) and it's now working as normal.

Thanks for all the suggestions.

Re: Google wallet not working

PaulXLE — Wed, 20 Sep 2023 13:25:02 GMT

Hi jj494

thanks for your reply, really appreciated

well... I have a Oppo phone, I have gone to settings and found the NFC stuff

I don't seem to have that "secure element position" setting

but I do have a "Tap & Pay" option, and that has two choices, "SIM Card Security Module" or "Google Pay"

and it is set to the SIM one... maybe this is the same sort of thing? Anyway, I've changed to Google Pay and will try it the next time I'm out.

I reckon you've solved it for me, if so, a million thanks... well, even if you haven't a million thanks anyway!

Paul

Re: Google wallet not working

PaulXLE — Thu, 21 Sep 2023 14:09:31 GMT

just to say that I've now tried out using Wallet, and it worked!

You're a star, thanks so much for your assistance

I don't know if you've ever seen a comedy sketch by Kevin Bridges about IT support

https://www.youtube.com/watch?v=-NbnqtitX9s - three or four minutes in, reminds me of this issue

cheers

Paul

Re: Google wallet not working

jj494 — Thu, 21 Sep 2023 17:21:34 GMT

Glad to hear you're sorted. I'd not seen that sketch but that part was certainly apt!

Re: Google wallet not working

CC148 — Thu, 12 Sep 2024 12:27:03 GMT

Just to add a Me Too to this: I have a Sony XZ1 Compact, that worked perfectly under PlusNet, and when I switched to EE the Google Wallet stopped working. Sadly it looks like there is no option to change the "Tap & Pay" from Sim to HCE so I'm having to resort to taking the SIM card out of my phone every time I need to make a payment 😞

Re: Google wallet not working

Leanne_T — Thu, 12 Sep 2024 14:54:49 GMT

Hi @CC148

Welcome to the community.

Have you tried the steps on the Fix problems with tap to pay transactions - Google Wallet Help page?

Speak to you soon.

Leanne 🙂

Re: Google wallet not working

CC148 — Thu, 12 Sep 2024 16:28:34 GMT

Hi @Leanne_T

Yes, tried all the steps on that page. Just to clarify, it

worked when I had a PlusNet SIM in the phone (Sony XZ1 Compact),
works when I remove my EE SIM from the phone
does *not* work when I have the EE SIM in the phone

From what I've read, it can work by either having the phone change to using HCE over SIM Secure element, but my phone does not offer that. An alternative would be if EE offered a SIM which did *not* switch the phone to using SIM secure element, but I cannot see anywhere that this is offered.

Re: Google wallet not working

Leanne_T — Thu, 12 Sep 2024 17:13:06 GMT

Thanks for coming back to me and for trying this @CC148

To get this looked into in more detail please get in touch with our technical support team who will run through some troubleshooting to get this investigated.

Leanne.