Google wallet not working

[jj494]

Hi

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

J

[PaulXLE]

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

[PaulXLE]

Hi

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

[jj494]

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

[CC148]

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 😞

[Leanne_T]

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 🙂

[CC148]

Hi @Leanne_T 

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

1. worked when I had a PlusNet SIM in the phone (Sony XZ1 Compact),
2. works when I remove my EE SIM from the phone
3. 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.

[Leanne_T]

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.