BT Tap to Pay closure information

When will the app stop working?   

The app will no longer allow you to take customer payments from 9 April 2025. You’ll be able to use the app as usual up until this date.  

The app will remain open for another 30 days to allow you the time to process any refunds, chargebacks, seek support or download your transaction history.  

The app will stop providing all remaining services and access to the app on 9 May 2025 which is when your contract with us, as detailed in our BT Tap to Pay terms of use, will also end (the “Closure Date”).  

When is the last day I can accept payments from my customers using the app?  

You will be able to use the app as normal up until 9 April 2025, then you will have app access for another 30 days to view and download your transaction history, process refunds, view chargebacks and seek support.   

We will stop all remaining services and access to the app on 9 May 2025.

Will there be a replacement or alternative service?

No, BT will not be offering a replacement for BT Tap to Pay. There are alternative payment service providers on the market that will allow you to take payment from your mobile phone, including options for Apple and Android devices.  

On Apple’s website you can learn more about Tap to Pay on iPhone.

What happens to my account after the service ends?

You will be able to view the BT Tap to Pay app, your account details and transaction history up until 9 May 2025. After this, you will no longer be able to log in to the app and your account will be closed down. 

Will I still be able to log in after the service is shut down?

No, unfortunately as we close down the app and its features, it means that as of 9 May 2025 you will be unable to log in to your BT Tap to Pay account.  

Can I still access my transaction history after the closure?

After we stop the payment services side of the app, you will still be able to view and download your transaction history until 9 May 2025.

We strongly suggest you download your history before this date for your own records, as after we close down the app you will no longer be able to access your transaction history.  

Can I still log into my BT or EE account after the app closure?

Yes. You will be able to log in to your My BT or EE account as normal using the My BT, BT Business or EE App and your login credentials. The closure of BT Tap to Pay will not affect any of your other BT or EE services.  

I'm having problems logging in to BT Tap to Pay – what can I do? 

You can reset your BT or EE password by using the ‘forgotten password’ link in the app up until our app closure date 9 May 2025. 

If you’re still having issues logging in after resetting your password, please contact us at support-centre@bt.com. 

After 9 May 2025 you will be unable to log in to the app at all, as the app will have closed. 

I'm having trouble downloading or opening the BT Tap to Pay app – what can I do? 

If you’re having issues downloading the app on your iPhone, you can try following these instructions from Apple.  

If you’re having issues downloading the app on your Android device, try following these instructions from Google. 

For any other Android device, please contact the app store support team or device manufacturer.   

The above support is only applicable until 9 May 2025.  From this date the app will be closed, and you will be unable to download or open the app.   

Something isn't working – how can I get more help?

If you need help, you can view our support document that will be relevant until 9 May 2025.  

If you need help something else, then please send us an email at support-centre@bt.com.

Will I still receive payouts for recent transactions?

Yes, all payments taken before 9 April 2025 will be settled 2-3 working days after the payment is taken.

Payouts that are withheld due to fraud concerns can have additional processing times of up to 120 days. You can find out more about this in our BT Tap to Pay terms of use. 

How do I refund a customer after the service ends?

You will be able to issue refunds as normal to your customers until our complete app closure date on 9 May 2025.

Please note: after the app closes on 9 May 2025 there will be no way to issue any further refunds, so make sure you complete any refunds before this date. 

To issue a refund to your customer, follow these steps: 

1. When viewing your transaction history, tap the transaction you would like to issue a refund for. 
2. Tap the Issue Refund button. 
3. You will then be able to issue the refund to your customer, but only if you have enough balance on your account – if you do not, you’ll be required to top up your account before processing the refund. 

Refunds are subject to the fees agreed in your contract and cannot be reversed. The breakdown of these fees can be found in the BT Tap to Pay app. 

Refunds are typically issued to your customers in two business days. 

What happens if I need to issue a refund once the app is closed down?

We won’t be able to process in-app refunds after 9 May 2025. Since customer payments will have already been deposited into your nominated bank account, you can issue refunds directly using an alternative payment method.

To ensure you have a record of your transactions, we recommend downloading your payment history before the app closes on 9 May 2025.

What happens to my active payment links after the payment services stop?

Payment links will be available to send to your customer until 9 April 2025 – after this date all payment links will stop working. Your customer may still be able to click on the link, but their payment will not be processed.  

Please note: to avoid any issues with payment links we ask that you send and use all payment links before 9 April 2025.

Can I transfer my payment history to another provider?

Unfortunately, there is no way for you to transfer your payment history to another provider. However you will be able to download a CSV of your transaction history, which provides a record of all transactions completed while using the BT Tap to Pay app.

What is a chargeback?

A chargeback (also referred to as a payment dispute) occurs when a cardholder disputes a transaction with their card-issuing bank and asks for the transaction to be reversed.  

Will I be notified if a customer has disputed a payment or raised a chargeback?

Yes, the BT Tap to Pay app will notify you when a payment is disputed up until 9 May 2025.  

After 9 May 2025 you will be contacted by our support team directly via email to notify you of any chargebacks relating to payments taken on your account. This will include information on how to challenge the dispute should you wish to do so. 

Can I dispute a chargeback?

Yes, but you will need to make a dispute within 14 days of us notifying you that a chargeback has been raised. You will also need to provide evidence that the transaction was legitimate.  

To get this process started, please contact us at support-centre@bt.com. 

Will I be charged any fees after the service ends?

No, you will not be charged any additional fees after the service ends.  

Will I be eligible for a refund on any service fees?

No, all transaction fees are non-refundable. If you need support with anything specific, please contact our support team at support-centre@bt.com.    

How long will my data be stored?

BT will handle your personal data in accordance with its Privacy Policy. We’ll keep your data only for as long as necessary to meet legal, regulatory, tax, accounting, or reporting requirements, or to respond to any questions or complaints you may have. 

Data processed by Adyen, our payment processing partner, will be stored for 7 years due to regulatory requirements. For more details about this please view Adyen’s Privacy Policy.

Is there another service I can switch to?

Although BT will not be offering a replacement for BT Tap to Pay. There are alternative payment service providers on the market that will allow you to continue to take payments from your mobile phone,  which you can find out more about on the Apple App Store or Google Play Store.  

For Tap to Pay on iPhone, you can find a list of alternative providers on Apple’s website.

Who can I contact if I need help?

Up until the closure date you can contact our dedicated support team by emailing support-centre@bt.com for queries around your Tap to Pay account.  

After the closure date, you can get in touch via our contact page if you need more help.

You can also find more information on the service and its closure in our BT Tap to Pay terms of use. 

I want to make a complaint – how can I do this?

We’re sorry to hear that you’re unhappy with our service. Our support team are on hand to help, so please contact us at support-centre@bt.com.