Troubleshooting
If the card reader is not working as expected, you can usually get it working as normal again by following these tips.
If your card reader does not work after following these tips, please reach out to Support. If we are unable to get the card reader working and you are still within the warranty period, we will send you a replacement device. You should return the faulty card reader to us using the details provided by Support.
Please note that the card reader contains no user-serviceable parts. Do not, under any circumstances, attempt to tamper with or disassemble the unit. The card reader wipes any stored encryption keys if it is ever tampered with or internally damaged.
Blank display
Charge the card reader
Keypad not responding
Check the display:
- If the display is blank, follow the instructions for 'Blank display'
- If the display if not blank, follow the instructions for 'Transactions fail to process'.
Transactions fail to process
Check chip reader:
- Perform a test transaction using different cards to ensure the problem is not a defective card
- Ensure that cards are being inserted correctly - the gold contacts on the card should face upwards
Check magnetic stripe reader:
- Perform a test transaction using different cards to ensure the problem is not a defective card
- Ensure that cards are being swiped correctly - the magnetic stripe on the card should face down
Not connecting to the mobile app
- Make sure your mobile device has Bluetooth turned on
- Turn the card reader off by pressing and holding Power for a couple of seconds and then pressing OK
- Turn the card reader on by pressing and holding Power for a couple of seconds
- When you see the Bluetooth icon on the card reader screen, you are successfully connected
- Make sure your mobile device has Bluetooth turned on
- Find the name of your Bluetooth connection from your card reader menu:
- Press Cancel and then press Up
- Use the arrows to find the menu item called 'BT' - this is the name of your card reader (beginning with 'PP').
- Press Cancel again to exit the menu
- Go to the Bluetooth menu on your mobile device and disconnect/forget the card reader
- Ensure the card reader is turned on
- Go to the Card Readers screen and follow the on-screen instructions to connect the card reader
- When you see the Bluetooth icon on the card reader screen, you are successfully connected
Other issues
If the card reader is not behaving as expected and your issue has not been covered, you may need to reset the flash. This is the equivalent to performing a factory reset.
Reset the flash:
- Press Cancel and Back
- Enter password - 746723 - and press OK
- Use the arrows to find menu item called 'Config' and press OK
- Select 'Reset flash' and press OK
- Use the arrow to scroll to 'Save and Reset' and press OK
- The card reader will restart - when you see the Bluetooth icon on the card reader screen, you are successfully connected