Troubleshooting the EMV Reader on a Mobile Device

To troubleshoot an EMV reader if it's not connecting to the mobile device, try first going through the following steps:

Uninstall and reinstall the Vagaro Pro App.
Reset the reader to factory settings by turning on the reader and sticking a paper clip into the pinhole next to the reader's charging port for 10 seconds.
Reboot your phone, reinstall the Vagaro Pro App, pair the reader to the phone again, and try a test transaction.
Make sure Bluetooth is turned on for your device.

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Note

This troubleshooting article is for Vagaro's EMV reader for the United States. For international customers, please see Troubleshooting the WisePad3 Mobile.

Here are some other troubleshooting tips.

Card Error Screens:

See below for some of the most common error screens you may see when processing customer credit cards.

Error: "Please insert the chip card instead of swiping in. Try it again?"

A chip card was swiped instead of dipped (inserted). Ask the customer to dip (insert) their card.
Error: "Chip error. Please swipe or try another card."

The customer's card was dipped (inserted) in reverse, or the customer does not have a chip card. Ask the customer to check their card and try again.
Error: "No Card. Try Again?" and "There was an unexpected card removal."

The customer's card was dipped (inserted) and pulled out too quickly. Ask the customer to dip (insert) their card until the transaction is completed.

If the EMV reader cannot be paired:

Press the Power On button to restart the device
Try to find the serial number (shown on the back of the device) in the paired or scanned devices list in the Bluetooth settings for your smartphone or tablet

If the EMV reader has lost connection with a smartphone or tablet

Press the Power On button to turn on the device again
If the device's battery is low, recharge it and then try to connect the device again
Ensure that the smartphone or tablet is within the reception range

If the EMV reader does not work with the phone or tablet

Press the Power On button to turn on the device again
If the device's battery is low, recharge it and then try to connect the device again
Ensure that the smartphone or tablet is within the reception range

Swiping or inserting a card

Check to see that the device has power and is connected
Make sure nothing is blocking the card slots.
Make sure the card's magstripe or chip is facing the right direction when swiping or inserting the card
Ensure that your device is compatible with the reader
Swipe or insert the card with a more consistent speed

Tapping the card

Check to ensure that the card supports NFC (near-field communication) payments

Cards capable of NFC will have this symbol on them:
Make sure the credit card is placed within a 4-centimeter range on top of the NFC marking
Make sure the customer takes the NFC payment card out of a wallet or purse when a payment is made to avoid any interference

If the EMV reader is not responding

Use a paper clip to press the reset button at the bottom of the reader to reboot it.

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