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NFC Antenna

Recently purchased an item that uses NFC to work with the associated app, and cannot get it to work at all. Been through their support with no success. Downloaded "NFC Tools" reader and it also didn't work with their item, or any of my credit cards. I use Samsung Pay to make payments (which I believe uses the NFC Antenna?) So I don't think the phone or antenna is faulty. Also checked the item on my wife's phone and it works fine. Could it be a power or security setting? Anyone else had any similar experiences? Any other suggestions?