First, make sure you're tapping the card on the black area below the screen. (That’s where the wireless receiver is located.) Hold your card flat against the reader and wait a moment until you get a confirmation. If your card still doesn't work, you may have a faulty or damaged card. Give us a call at 1-844-MYHOPCARD (694-6722) or email help@myhopcard.com and we'll help you out!