The Crew app helps your team process payments, manage tables, and receive order updates. Occasionally, you may see error messages while using Crew. This guide explains the most common errors, what they mean, and how to fix them.
If you're looking for more general information about Crew - read the FAQs.
Topics:
1. "Update venue bank details"
3. Can't see Staff Upsells (you are only prompted to change table status)
4. Unable to process payments with a physical card
6. Staff notifications not coming through
1. "Update venue bank details"
What it means
Your venue’s payout settings are incomplete, so payments can’t be processed.
How to fix it
All payment settings are currently stored within the me&u backend. Please get in touch with our Support team to resolve the issue as soon as possible.
- Login to Manage and click the message bubble - our Chat Support team will help you get this sorted (average response time is just 36 seconds!).
- Alternatively, email support@meandu.com
2. Can’t see tables in Crew
What it means
Tables won’t appear in Crew if none have been created in Manage.
How to fix it
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In Manage, go to your venue setup and create a table group. Refer to this article for details: How to set up Table Group
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Return to Crew, and your tables should now display.
3. Can't see Staff Upsells (you are only prompted to change table status)
What it means
Staff Upsells relies on Tap to Pay and is only available on specific device models and operating system versions. If the device or OS isn’t supported, Upsells won’t appear and you may be prompted to change the table status instead.
How to fix it
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Check device & OS support for Tap to Pay. Requirements can change, so always verify the latest compatibility on Stripe’s site for iPhone and Android.
- Latest requirements can be checked on https://docs.stripe.com/terminal/payments/setup-reader/tap-to-pay for iPhone, and https://docs.stripe.com/terminal/payments/setup-reader/tap-to-pay?platform=android for Android
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Update the device OS to the latest version supported by your hardware.
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Retry in Crew. If Upsells still doesn’t show and your device/OS are listed as supported, contact Support with your device model and OS version.
4. Unable to process payments with a physical card
What it means
Physical card payments can sometimes be slower or fail compared to phone-to-phone contactless payments. This is due to how antennas are placed inside both phones and cards, which can vary by bank or card type. For example, some NAB, Visa, or MasterCard cards may behave differently, and metal cards (like Amex) are especially harder to scan.
How to fix it
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For iPhone: tap the card on the very top of the device.
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For Android: tap the card on the back of the device.
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Hold the card horizontally and make sure only half of the card covers the phone.
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Keep the card in place for 2–4 seconds until it registers.
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If using a metal card, it may take longer or may not work consistently. Where possible, suggest customers use a phone wallet (Apple Pay/Google Pay) for smoother payments.
5. “NFC required”
What it means
Your device’s NFC (Near Field Communication) is turned off, which is needed for contactless payments.
How to fix it
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Turn on NFC in your device settings.
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If NFC is blocked by your organisation’s IT policy, please contact your IT team to enable it. ⚠️ This setting can’t always be controlled by me&u or Crew. ⚠️
6. Staff notifications not coming through
What it means
Your device hasn’t been set to allow notifications from Crew.
There are three main reasons this can happen:
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Do Not Disturb is turned on
If the iPhone is in “Do Not Disturb” mode, notifications will be silenced.
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Turn off Do Not Disturb in the phone settings.
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Notifications not granted for Crew
If Crew doesn’t have permission to send notifications, you won’t see alerts.
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Go to your phone’s Settings > Notifications > Crew and enable all permissions.
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Crew app set to “Off Duty”
If Crew is marked as “Off Duty”, notifications will be paused until you switch back to “On Duty.”
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Open Crew and toggle your status back to On Duty.
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7. “This merchant account cannot be used to with the built-in card reader as it has been blocked. Contact support for details.”
What it means
Your device can only be linked with up to 3 merchant accounts within 24 hours.
How to fix it
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Wait 24 hours for the limit to reset.
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⚠️ This restriction is enforced by Apple and Stripe, not by me&u. We cannot override this limit or speed up the reset period.
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If you believe your account should already have access, contact our support team with the venue details so we can help confirm.
For example, if Bob accessed venue A, B, C & D, in that order, the error response will show when trying to access venue D and any other venue that isn't A, B or C.
Still seeing issues?
If you’ve followed the steps above and the problem isn’t resolved, please contact our support team with details of the error message and your device type.