Question 1

Why will the reader not pair with my device?

Accepted Answer

Confirm the reader is charged and in pairing mode with its light flashing, then check Bluetooth is on. Remove any old paired entry for the reader in your Bluetooth settings, as a stale pairing blocks a new one. Keep the reader close to your phone or tablet during pairing and try switching Bluetooth off and on again.

Question 2

Why can the app not find or connect to the reader?

Accepted Answer

Make sure the reader is paired in your device Bluetooth settings first, then connected separately inside the payment app hardware settings, as these are two steps. Confirm the app has Bluetooth and location permissions granted, which many payment apps need to find readers. Restart the app, and if needed the reader, then try connecting again.

Question 3

Why is a test payment being declined?

Accepted Answer

A decline is often the card or bank rather than the reader, so try a different card. Confirm your device is online, as transactions need a connection to authorise. Check your merchant account is fully activated with your provider. If the reader connects and prompts for the card but every card fails, contact your payment provider to confirm your account status.

Question 4

Why does the reader keep switching off?

Accepted Answer

Many readers sleep after a few idle minutes to save battery and wake when you start a sale in the app, which is normal and not a fault. If it powers off mid-payment, charge it fully as a low battery causes shutdowns. Keep it near the paired device so it does not drop the Bluetooth link and appear to switch off.

Question 5

Why is contactless not working when chip does?

Accepted Answer

Check the app and reader are set to accept contactless, as some setups have limits or need it enabling. Ask the customer to tap the card flat against the contactless symbol on the reader, not the chip slot. Very high amounts may exceed contactless limits and require chip and PIN instead, which is a card rule rather than a reader fault.

Chip and PIN Card Reader Setup Guide