ORDERING SHIPPING, RETURNS & EXCHANGES SAFETY SET UP PAYMENT & USAGE CURVE BANKS & ACTIVATION TAPSTER CAR KEY FIDESMO CONTACT
ORDERING
How do I order my TAPSTER?
It's easy! Choose the wearable you like, and make sure you have a VISA or MASTERCARD from one of the many banks we are collaborating with.
In the last step in the check out, after payment, you will be asked to connect your card to your wearable (it's really easy, smooth and secure). When you have received your wearable you activate it with the QR code included in the package!
I want one of your payment rings, but I don't know my ring size?
No problem! Just choose a ring with the size option "I don't know my ring size". We will then send a TAPSTER ring sizer to you and by mail you will receive a voucher code. When you have measured your finger, you just place a new order, free of charge, with your voucher code. Easy as that!
SHIPPING, RETURNS & EXCHANGES
Delivery times & Shipping costs?
Before we can ship your wearable we ask you connect it to your payment card. This is done after payment in the checkout.
We offer free shipping within Europe for orders over 90 EUROS.
Sweden: 2-4 business days.
EU, UK and NO: 3-6 business days.
I have ordered a wearable from you, but it has not been delivered?
We usually try to ship the same (business) day you placed your order! But before we can ship your wearable you need to connect it to your payment card. This is done after payment in the checkout. Not sure you connected your card? Check your order confirmation mail and click on the link included, or don´t hesitate to contact us here
How do I return my order from an EU country?
- You can return your order within 14 days of receiving it.
- You may file a claim up to 2 years after receiving your order.
- We don't offer direct exchanges— please return the product first, and once we have received it, you can place a new order with the sent voucher code.
- If you fail to pick up your order, please note that a return fee will be charged.
If you have activated your wearable, be sure to deactivate/pause it in the Tapster app before sending it back. Please also include your full name, order number and the reason for the return on a note inside the package.
Return address:
Tapster AB, Östermalmsgatan 26A, 114 26 Stockholm Sweden
How do I return my order from an non-EU country?
It is the same process as an EU country, but you will need to include a Commercial Invoice paper.
For example, for our UK customers:
Fill in the "Sender details" & "Declaration" sections and attach the invoice to the outside of the package so it can be easily accessible.
Download the Commercial Invoice template here
SAFETY
Is it safe to pay with a wearable from TAPSTER?
Yes! When you connect a payment card to your wearable a reference of the card is created, the reference has a different card number. This card number can only be used on your wearable, not online or anywhere else, which means that your wearable is protected against skimming. Even if the card number would leak on the internet it cannot be used. The token card number is also cryptographically connected to your specific wearable and therefore cannot be used on any other wearable.
My TAPSTER wearable is lost or stolen, what do I do now?
You need to block your TAPSTER wearable from making payments if it's lost or stolen. You can use the Tapster iPhone app, Android app or Self Service Portal to remove a payment card from your TAPSTER. Some banks also allow you to use their apps and website to do the same.
You can always call your bank and they will help you to block your TAPSTER.
Do I need to use my PIN when I pay with my TAPSTER wearable?
Your bank decides at what amount you need to enter your PIN, regardless if you pay with your physical card or your TAPSTER wearable. Your PIN is required for larger purchases, but sometimes also for smaller purchases. You use the same PIN for your TAPSTER as for your physical card. The contactless payment limits vary from country to country.
SET UP
How do I connect my card through the TAPSTER app?
See tutorial
How do I check if my card is activated/working?
See tutorial
My wearable is not getting recognized by my phone and/or by payment terminals
First and foremost, your phone must have NFC capabilities. If you have an Android, it's important to enable "NFC and contactless payments" found in the settings app. Click here on how to find that setting.
If you have an iPhone: Position the wearable to the the left of the camera.
If you have an Android: The position of the wearable may vary. Please move the phone around until you feel the phone “finds” the wearable. After the finding, keep both the wearable and phone completely still.
NOTE: It is crucial to keep the wearable completely still and flat during the entire connection process. If the phone detects any movement, you have to restart the process.
Try removing the phone case from your phone, since a thick phone case may weaken the NFC connection.
Still no connection? Try restarting your phone. Sometimes after multiple attempts, the NFC reader can glitch. Restarting the phone resets the NFC reader which may help. Also try reinstalling the TAPSTER app.
If you still cannot find a connection between your wearable and your phone, the NFC reader on your phone may be malfunctioning. Please try and borrow someone else's phone and set up your wearable with theirs (rest assured, it's safe). No bank card information is stored on their device, which makes it completely safe and secure.
If you still somehow cannot connect your wearable, please try our partner's app, the FIDESMO app. There may be a bug with our app, so their app might work better. The steps to get the ring working are the same as in the TAPSTER app.
If the problem persists, please contact us here
I'm receiving the error message “No activation methods available.”
If you get that error, it means the bank has no more activation try-outs available. To fix this, you should remove the card from the wearable and connect it again via the TAPSTER app. Check out our video tutorial page here on how to reconnect your card to your wearable.
I'm receiving the error message “Service temporarily unavailable.”
The most likely issue is that the NFC connection is failing at any of the steps. Here are some common troubleshooting ___.
- Try removing the card and adding it again
- Try restarting your phone
- Try reinstalling the app
- Try with another phone
If the problem persists, please contact us here
PAYMENT & USAGE
The payment terminal isn't responding when I tap and pay with my wearable.
When I try to pay, the transaction gets declined
Make sure you have enough funds on your bank card. The card connected to your wearable is linked to the same account as your physical card.
Make sure that your wearable is activated. You can check this in the TAPSTER app. Check out the video tutorial page here on how to check the status of your wearable.
If you have enough funds and your wearable is activated, please contact your bank and ask them to confirm why your payments are being declined.
Sometimes, reconnecting your bank card to your wearable using the TAPSTER app will solve the problem. Check out our video tutorial page here on how to reconnect your wearable.
What happens when my payment card expires?
Don't worry! The card details of your new payment card will automatically be transfered to your wearable from TAPSTER. You don't have to do anything!
I´ve changed PIN code on my payment card - what happens now?
Nothing! You will automatically have the same PIN code on your wearable as you have on your payment card.
How many payment cards can I connect to my TAPSTER wearable?
Initially it’s possible to connect one payment card at a time to your TAPSTER wearable. So choose the payment card you use the most!
How can I check my recent transactions made with TAPSTER wearable?
The transactions you make with your TAPSTER wearable are shown just as your physical card transactions on your account statement.
Can I pay with my TAPSTER wearable all over the world?
Yes, as long as the payment terminal supports contactless payments. Wherever you are able to tap and pay with your physical payment card, you are able to tap and pay with your TAPSTER wearable.
Do I need to be careful using my TAPSTER ring or watch strap?
Even though the ring is made of high-quality ceramic, water- and scratch-resistant you need to be careful with it. Therefore we strongly recommend you to take off the ring when doing hard manual labour, like lifting furniture, body building or chopping wood. If the ring breaks during any of these activities or similar, it is not covered by the warranty.
You can use your TAPSTER watch strap as any normal watch strap. However, please be careful and do not over bend the part of the strap that contains the actual NFC chip as that might damage it. If the strap breaks doing this, it is not covered by the warranty.
How do I remove a payment card from my TAPSTER wearable?
You can easily remove your payment card through the Tapster app. Some banks also allow you to use their apps and website to do the same
CURVE
What is CURVE and how does it work?
If you don’t have a card from any of the banks we are working with, we suggest you have a look at our partner Curve (www.curve.com). With Curve you can easily connect any of your cards to our wearables. Through Curve's app, you can order a virtual payment card free of charge, just go to www.curve.com/tapster. You then connect your payment cards to your virtual Curve card. All payments are then deducted from the card you linked to Curve. This means that even if you do not have a payment card from one of the banks we are partners with, you can still order a wearable from TAPSTER!* Download the Curve app, available for iOS and Android, and create an account. It´s free and only takes a minute to sign up.
* In the app you then add the card you´d like to connect Curve and to your wearable. It´s a safe and easy process. In a few days you will also get a physical Curve card sent to you.
* Please don't activate your physical Curve card before you have activated your TAPSTER.
* You can connect your card to TAPSTER straight away by connecting your virtual Curve card. Just click “account” and then “card details”. Here you will find the card details you submit to us after you have paid for your wearable in the checkout.
* Once you have received your wearable you activate it and you are ready to go!
If I already have activated a Curve card, will I still be able to connect my Curve card to the ring?
Is the card you have connected to Curve also connected to Samsung pay+? If no, then it does not matter that you have activated it before. If you have connected it to Samsung pay+, you have to either order a new curve card or use a different card from one of our supported banks.
Activating my wearable with Curve
Before activating your TAPSTER wearable, check that your Curve account is verified and that you have your number registered!
If you have not yet received your physical Curve card, activate and make a purchase with your Tapster Wearable first.
If you used your Curve card before activating your wearable, you may need to contact Curve's customer service for activation.
When I need to enter my PIN code, it says that the code is incorrect
You are likely entering the PIN code for the bank card linked to your Curve card, and not the PIN code of the actual Curve card. You should use the PIN code provided by Curve when entering your PIN code for payments. This code can be found in the Curve app.
BANKS & ACTIVATION
What are the age limits for Swedish banks?
Nedan kan du se åldersgränserna:
- SEB - ingen åldersgräns
- Nordea - ingen åldersgräns
- Swedbank - 18 år
- Länsförsäkringar - ingen åldersgräns
- Curve - 18 år
Can I connect any payment card to my TAPSTER wearable?
If your payment card can be connected to your TAPSTER wearable or not depends on your card issuer. If your card issuer has activated Fidesmo Pay, then your payment card can be connected. See this page for all the supported payment cards and banks.
Can I connect my American Express?
Unfortunately no, you can only connect cards from VISA and Mastercard to our wearables.
Nordea
AnswerTo activate your wearable, you need Nordea Mobile app.
1. Open Nordea mobile app and choose the card that you have connected
2. Click on "Settings" in the menu and choose "Manage devices"
3. Press verify to activate your device.
4. You are now ready to make your first payment with your wearable!
Swedbank
To activate your TAPSTER wearable, you have the option to choose between two methods: 'BankID' or 'SMS'. Opting for SMS activation will prompt you to receive a message directing you to your internet bank. To retrieve the activation code, you can open your messages and look for the 'Activate your card in your digital wallet' option.
Länsförsäkringar
Activated with BankID
SEB
To activate TAPSTER wearable with SEB, you download the Tapster app, here you choose to receive an SMS with an activation code that is valid for 30 minutes.
Eika
Before activation, you need to make a purchase with your Eika card.
Your Tapster Wearable is then activated via the Tapster app with an activation code via SMS.
TAPSTER CAR KEY
Activating the Tapster Car Key
Inside the box, you will find a registration guide.
- First, enter your car and access the Car menu on the screen.
- Navigate to the Locks section and tap the plus button to add a new key.
- Follow the on-screen instructions to set up the new key.
How to Use Tapster Car Key
To lock or unlock your car, simply tap the wearable against the B-pillar NFC reader.
If the car doesn't unlock immediately, it may have entered power-saving mode. In this case, a quick tug on the door handle will wake it up, and the wearable will be easily read again.
Checking the Status of Tapster Car Key on Your Car
To check if the wearable is connected to your car, follow these steps:
- Enter your car and access the Car menu on the screen.
- Navigate to the Locks section.
- If your wearable is present in the list of Keys and the service is installed, your wearable is ready to be used as a key for your car.
FIDESMO
CONTACT
I have a question or need help with my wearable! How do I contact you?
Just contact us here and we will help you as soon as we can! Please make sure to contact us in english or swedish.
Our telephone support is open between 9 am - 11 am (CET), Monday to Friday. You can call us at +46 72 031 6528.