If the Nexxtap app is crashing on launch or failing to open, this is usually caused by one of three things: your device does not meet the minimum requirements, the app's built-in security checks have detected an issue with your device, or a software conflict that can be resolved by clearing the app data or reinstalling. Work through the steps below in order.
Before you begin
Have the following ready before you start:
- Your Nexxtap MID and password
- A stable internet connection
Try to work through this guide before escalating. Failure to load is most commonly caused at the device level due to hardware incompatibility, which is easiest to diagnose and confirm in person.
Quick checklist
Tick off each item as you confirm it. If any item cannot be confirmed, jump to the relevant step below.
| Quick troubleshooting checklist | |
| ☐ |
Device is running Android 14 or later Settings → About phone → Android version |
| ☐ |
NFC is enabled on the device Settings → Connected devices → Connection preferences → NFC |
| ☐ |
Device is running standard Android (not Android Go / Android Lite) Go Edition devices are not supported |
| ☐ |
Google Mobile Services (GMS) is present If the Google Play Store is installed, GMS is present |
| ☐ |
Device is not rooted or modified Rooted devices are always rejected by Nexxtap's security checks |
| ☐ |
Google Play Protect scan returns no threats Play Store → Profile icon → Play Protect → Scan |
| ☐ |
App permissions are set to Allow Settings → Apps → Nexxtap → Permissions |
| ☐ |
Nexxtap app is up to date Google Play Store → Manage apps and device |
| ☐ | Device has been restarted |
| ☐ |
App cache has been cleared Settings → Apps → Nexxtap → Storage → Clear cache |
| ☐ | App has been uninstalled and reinstalled |
Step 1: Check your device meets the minimum requirements
Nexxtap requires the following to function correctly on Android:
| ✓ |
Android 14 or later – older versions of Android are not supported |
| ✓ |
NFC (Near Field Communication) – the hardware used to accept contactless payments; must be present and enabled |
| ✓ |
Google Mobile Services (GMS) – required for Nexxtap to run; devices without it are not compatible |
| ✓ |
Standard Android (not Android Go) – Android Go, also called Android Lite, is a stripped-down version designed for low-end devices and is not supported |
How to check your Android version
Settings → About phone → Android version
How to check NFC is enabled
Settings → Connected devices → Connection preferences → NFC
Toggle it on if it is off.
How to check for GMS
If your device has the Google Play Store installed, it has GMS. If the Play Store is not present, the device is likely incompatible with Nexxtap.
Step 2: Understand Nexxtap's security checks
When Nexxtap launches, it runs a series of automated security checks on your device. This is required under payment scheme rules to protect your transactions and your customers' card data.
If any of the following are detected, Nexxtap will automatically close:
- The device has been rooted or modified at the operating system level (Jailbroken)
- Third-party software has been installed that attempts to intercept app data (malware)
- The device's software integrity cannot be verified
This is not a bug. It is a deliberate security measure to protect payment data.
If you suspect your device may be rooted or has malware
Quick check: If you can open and use Google Wallet on this device, it is likely not compromised. Google Wallet applies similiar security checks as Nexxtap to prevent it from running on rooted or hostile devices.
- Run a trusted security scan using Google Play Protect, which is built into Android: Play Store → Profile icon → Play Protect → Scan
- If Play Protect flags an issue, follow its on-screen guidance to remove the threat.
- If your device has been rooted, it cannot be used with Nexxtap. A factory reset will not always reverse a root. Contact your device manufacturer or replace the device.
If Play Protect returns no issues and the app is still crashing, continue to the next step.
Step 3: Check app permissions
Nexxtap requires specific device permissions to operate. If any have been denied, the app may crash on launch.
- Go to Settings → Apps → Nexxtap → Permissions
- Ensure the following are set to Allow:
- NFC
- Location (required for payment scheme compliance)
- Camera (if your setup includes QR scanning)
- If any permission is set to Deny or Ask every time, change it to Allow.
- Relaunch the app.
Step 4: Update the Nexxtap app
Running an outdated version of Nexxtap can cause instability.
- Open the Google Play Store.
- Tap your profile icon in the top right.
- Tap Manage apps and device.
- Find Nexxtap and tap Update if one is available.
Once updated, relaunch the app.
Step 5: Restart your device
A restart clears background processes that can conflict with Nexxtap on launch.
- Hold the power button.
- Tap Restart.
- Once the device has fully restarted, open Nexxtap.
Step 6: Clear the app cache
A corrupted cache can prevent the app from loading correctly.
- Go to Settings → Apps → Nexxtap → Storage
- Tap Clear cache.
- Relaunch the app.
Note: Clearing the cache does not delete your account or transaction data.
Step 7: Uninstall and reinstall the app
If none of the above steps have resolved the issue, a clean reinstall is the next step.
- Go to Settings → Apps → Nexxtap
- Tap Uninstall.
- Open the Google Play Store, search for Nexxtap, and reinstall.
- Sign in with your Nexxtap MID and password.
Still not working?
If the app is still crashing after completing all steps above, contact the Nexxtap support team. Please have the following ready when you get in touch:
- Your device make and model
- Your Android version
- A description of what happens when you open the app, including any message you see before it closes
- The steps taken to reproduce the error. The more detail, the better can assist in troubleshooting.
Email: support@nexxtap.com
Comments
0 comments
Please sign in to leave a comment.