What is the correct way to tap my mobile phone on the payment terminal?
Place the back of your mobile phone up to the payment terminal and hold it there for a while. The location of the NFC antenna on the specific type of mobile phone you have is also a factor (it is usually at the same place as the battery or near the camera). If a mobile phone has a weak NFC antenna the case can interfere with the connection between the phone and the payment terminal.
Can I use my mobile phone to pay abroad? Does roaming have to be activated?
Yes, you can use your phone to pay at all contactless terminals, whether in the Czech Republic or abroad. Roaming does not need to be activated.
I have a contactless sticker attached to my mobile phone. Will it cause a problem?
If you are using the NFC payment feature we recommend removing the sticker, as the payment terminal won’t know which card to read and will signal an error.
Should I turn NFC off on my mobile phone to save the battery?
There’s no need to. NFC has little effect on battery consumption. If your phone screen is off NFC turns itself off automatically.
How do I recognise payments made via mobile phone from the others on my statement?
We don’t distinguish between payments made by mobile phone and payments made by credit card. You can see payments made with Poketka directly in the app itself.
Can I make payments if my mobile phone is in Ultra Power Saver mode?
The Ultra Power Saver mode turns NFC off, so you can’t use your mobile for payments if it is in this mode. If regular Power Saver mode is on NFC stays on and payments are possible.
What are the limits for contactless payments made via mobile phone?
The limits for payments made by phone are the same as the limits on the plastic card you selected when registering for Poketka. The maximum payment limit with Poketka is CZK 100,000 per day per card. However, whichever limit is the lower of the two will always apply.
Can a mobile phone cover or case interfere with payment?
Yes, it can.
The message 'Unknown payment status’ appeared during a transaction. What does it mean?
‘Unknown payment status’ is a temporary transaction status. It occurs when the app has communicated successfully with the terminal, but it has not received information from the terminal about whether the payment has been successful (for that we recommend monitoring the terminal for the final transaction status). If the app is offline ‘Unknown payment status’ will be displayed until the app is back online. If the app is online the transaction status should change within a few minutes to ‘Payment successful’ or, if the payment is declined for any reason, to ’Payment declined’.
The screen on my phone is lit up but the payment didn’t go through. What should I do?
On some mobiles (e.g., Huawei), you have to unlock the phone, not just activate the screen.
What should I do if the terminal asks me to insert my card instead?
Either try the payment again or pay using a standard plastic card.
I was unable to use the app to pay in a store. What could have caused this?
Check your phone settings to see if NFC is enabled and Poketka is set as the default payment app. Check that the payment card is active. Each new card or any card which has been reissued following expiry will need to be added to Poketka again. Alternatively, if you have not been connected to the internet for an extended period of time, you will need to connect again and reopen the app.
Can I withdraw cash from an ATM using the app?
No, you cannot. This function is not supported at this time, so it isn’t possible to use Poketka to make cash withdrawals from ATMs.