Trying again is always safe. A failed install never harms the device. The PULSE checks every transfer before it uses it, so a half-finished one is simply ignored.
| The app says | What happened | What to do |
|---|---|---|
| “Transfer failed: Tag response error / no response” or “Tag was lost” | The phone lost its connection to the PULSE partway through. | Line the phone up again and hold it completely still until it confirms. See Where to hold your phone. |
| “Cancelled before the install finished” | The scan was closed before the transfer was done. | Start again and keep the phone in place until the screen changes. |
| Sent, but not confirmed | The device may have finished and restarted before the phone could confirm. | Use the app’s option to check the device before installing again. |
| Stuck on “Getting the package…” | The app hasn’t downloaded the install. | Check your internet connection, then update the app. Some iPhone versions from late October had this problem; the current version fixes it. |
| NFC busy or unavailable | Something else on the phone is using NFC. | Close Wallet and other NFC apps, wait a few seconds and try again. |
It keeps failing at the same point
- Update the app. Older versions give less guidance and fail more often.
- Take off any thick or metal case and make sure the device is switched on.
- On iPhone, use the top edge of the phone, not the back. On Android, lay it flat and slide it a little up or down between tries.
- Have more than one device? Try another. If only one fails, tell us which.
Still failing? Send us a report. A report from the app can include your recent install attempts, which saves a lot of back and forth.