When a transaction is aborted immediately after being started or at the point of activating PIN input it is commonly caused by the device having features, sensors or cameras active during a transaction which viloate security.
This article relates to error codes presented on the "Aborted" screen that typically fall within T.900.8xx or P.13000.9080.
While Softpay is processing a transaction there are strict device security regulations in place.
Things to check to prevent issues:
- In Softpay app: Device status should show a green checkmark
- Cameras and barcode scanners must not be active during the transaction (T.900.840)
- For stand-alone use, this should generally not be an issue, but it is worth checking that a camera app is set as default in Android and that the app is not actively using the camera.
- For POS integrations it is critical that any cameras or scanners activated by the POS system are released (deactivated) before starting transactions.
- Ensure that the microphone is disabled on the Softpay app. (T.900.850)
- Devices running Android 11 or older will likely benefit from upgrading to Android 12 or newer
- Upgrading to Android 12 or greater enables an Android 12 feature to suppress overlays and other features during transactions.
- Devices using OS level customisations may still interfere and it should be checked whether these features can be deactivated either per app or system wide.
- Make sure that no apps or system UI is overlaying the screen. (T.900.860, P.13000.9080)
- Disable overlay options for any apps or system services that show buttons, notifications and other elements on top of Softpay.
- Certain software packages such as screen sharing, security suites etc. may produce invisible overlays or interact with the display.
- Identifying these apps or services may be difficult and it is recommended to start with a clean (factory reset) device to make the process as simple as possible. In case the issue occurs on a clean install, then it is a vendor or a default system setting issue.
- Do not press hardware buttons that activate scanners, cameras, volume or other features while doing a transaction.
- Device time and timezone should be set to auto. (T.900.830)
- Accessibility features must not be enabled. (T.900.810)
- Developer mode and/or other ADB features must not be active. (T.900.810)
Enterprise device specific details
On enterprise devices it may be necessary to consult manufacturer on managing e.g. barcode scanners or other services that activate modules but do not release these.
Android 11 and lower is particular susceptible to such issues.
Sunmi
On Sunmi v2 devices the following ADB command can be used to completely disable a scanner. ADB warning: Please note that ADB in itself should not be active during a Softpay session. The command listed would be a one-time configuration workaround on the device and not an on-the-fly option.
adb shell pm disable-user --user 0 com.sunmi.scannerOn Sunmi v3 devices this should be configurable from the cloud.
Zebra
On the Zebra KC50 it may be necessary to visit Settings->Privacy and inspect apps that are granted camera permissions and disable non-essential services that use cameras or remove their access to cameras.