Troubleshooting the EMV Reader on a Mobile Device

This article is for EMV reader users in the United States. For international customers, see articles for the WisePad 3 Mobile or the WisePOS E.

Related article: Troubleshooting the EMV on Mac and Windows

Troubleshooting Help

Go to your device's Bluetooth settings.

If the EMV's serial number (on the back of the device) is displayed as an available device, proceed to step two. If it doesn't, skip to step five.
Ensure the EMV reader has not been paired from your Bluetooth settings. If it is, forget the device.
On an iOS device, go to your phone settings, scroll down to Vagaro Pro, and make sure Bluetooth is enabled.

On an Android device, go to your phone settings, search for Vagaro, and make sure Nearby Devices is allowed in Permissions for Vagaro Pro.
Go to the Vagaro Pro app, tap Checkout, and then tap Connect. If you are still unable to connect, contact Vagaro support.
Force reboot your device. If you don't know how, google "how to force reboot (device name)" for instructions.
After the reboot, go to your device's Bluetooth settings.
- If the EMV's serial number is visible, go to the Vagaro Pro app, tap Checkout, and then tap Connect. If you are still unable to connect, contact Vagaro support.
- If the EMV's Serial number is not visible, contact support.

Press the Power On button to turn on the reader 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 you have previously connected the reader to another device, make sure that it is still not paired to that device
Ensure that the device is charged by plugging it into a computer
Ensure that the smartphone or tablet is 12-inches away from your device when pairing

Swiping or inserting a card

Has the reader been previously paired to another device? Check if that reader is still paired to that device
Confirm the reader's connection status from the Checkout screen
- Black Connect button (the reader isn't paired)
- Red Disconnected button (Bluetooth is disabled)
- Blue Pay with Card button (EMV reader is successfully paired and can take payments)
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

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

As you're using your reader, you'll see multiple status lights on the device. Here's what they all mean:

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.