Payment Issues

If you're a volunteer having trouble processing ticket sales, concessions, or donations in the Maestro app, here's how to troubleshoot.

"Unable to Complete Payment"

If you see an "Unable to complete payment" message during a ticket sale, try the following:

  1. Check your internet connection. Payment processing requires a stable connection.
  2. Try the transaction again. Tap the payment button to retry. Temporary server issues can cause a one-time failure.
  3. Ask the patron to try a different card. The issue may be with the card itself - declined, expired, or insufficient funds.

Card Reader Not Connecting

If you're using a Bluetooth card reader and it won't connect:

  1. Make sure the reader is powered on and charged.
  2. Make sure Bluetooth is enabled on your device.
  3. Keep your device close to the reader - Bluetooth range is limited.
  4. If the reader was previously connected to a different device, it may need to be unpaired from that device first.

Tap to Pay Not Working

Tap to Pay allows you to accept contactless payments directly on your phone without a card reader. If it's not working:

  • iPhone: Tap to Pay requires iOS 18 or later. Check your iOS version in Settings > General > About.
  • Android: Make sure NFC is enabled in your device settings.
  • Make sure the patron is holding their card or phone close to the top of your device.
  • If this is your first time using Tap to Pay, you may need to complete setup first. Go to Settings in the Maestro app and look for Setup Payments.

Switching Payment Methods

If you need to switch between Tap to Pay and a Bluetooth card reader (or vice versa):

  1. From the home screen, tap Sell Tickets or Sell Concessions.
  2. The app will guide you through selecting your payment method.
  3. If a reader is already connected, you may need to disconnect it first to switch methods.

Note: Your event organizer controls which payment features are available. If you don't see ticket sales or concessions on your home screen, your organizer may not have enabled them for this event.

Cash and Free Transactions

If you're processing a cash payment or free ticket, no card reader or Tap to Pay is needed. Select the Cash or Free option at checkout. These transactions are recorded in the system but don't require a payment device.

Still Having Trouble?

If you're unable to resolve a payment issue during an event, contact your event organizer for assistance. You can also reach Marching Maestro support - in the app, tap your avatar in the top-right corner, then tap Contact Support. On the website, tap the chat icon in the bottom-right corner.

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