Troubleshoot the Credit Card Reader for the Web – Vagaro Support

Known Issue with Chrome Browsers

We’re aware of an issue in the latest Chrome and Edge updates that can prevent your device from pairing. Our team is working on a fix. In the meantime, follow the troubleshooting steps below.

Open Vagaro in Chrome or Edge.
Go to permissions:
- Chrome: Select View Site Information → Site settings.
- Edge: Select View Site Information → Permissions for this site.
Change your permissions:
- Chrome: From the Apps on device list, select Allow.
- Edge: From the Sites can ask to connect to any device on your local network list, select Allow.
Refresh your browser

The Vagaro credit card reader needs the Vagaro Pro Utility to be running on your computer to process card transactions on the Checkout screen. This program only needs to be installed once, so if your computer asks you to install it again, or if the reader doesn't work when a customer's card is swiped, tapped, or inserted, try to troubleshoot the device with these tips.

Note

This article is for businesses in the United States that use the Vagaro credit card reader users in the United States. For international customers, see articles for the WisePad 3 Mobile or the WisePOS E.

The credit card reader is not supported on Chromebook.

Prerequisites: Requires the Vagaro Credit Card Reader.

Windows Troubleshooting

To troubleshoot your reader on a windows computer:

Check that the credit card reader is plugged into your computer. On your Windows desktop, select the Start menu, then select Settings → Bluetooth and Devices. The credit card reader should appear in the list of devices. If it does not, try using another USB-C cable.
- If the card reader does not appear in the list of devices, swap out the cable with another one.
- Verify that the card reader appears in the list of devices. The serial number on the back of the card reader, starting with CHB, should match what appears on the screen. If it doesn't, contact Vagaro support.
Make sure the Vagaro Pro Utility is running. Open the hidden icons in the system tray and and check that the Vagaro Pro Utility is running. If the icon does not appear, search for "Vagaro Pro" on your computer and open the Vagaro Pro Utility. If it still does not appear, contact Vagaro support.
Check that the card reader is ready for payments. On the Checkout screen, select Connect. If you are prompted to download the utility again, contact Vagaro support. Selecting the Connect button and repeatedly downloading the utility will not cause anything to happen.
Reset the card reader to factory settings. Reset the reader to factory settings by inserting a thin object, such as a paperclip, into the pinhole next to the charging port of the device, hold it down, then release. When the device has been successfully reset, it will blink red, green, and blue.
Uninstall then reinstall the Vagaro Pro Utility.

Note

You may need to use a Windows Administrator account for this to work.
1. Select the Start button, then type Vagaro Pro. As you type, a list of apps appears.
2. In the search results, right-click the app, then select Uninstall. The Apps > Installed Apps screen appears.
3. Scroll down to Vagaro Pro, select its Options button, then select Uninstall.
4. Select Uninstall to confirm.
5. Reinstall the app by connecting the card reader to the computer.

Mac Troubleshooting

To troubleshoot your reader on a Mac computer:

Check that the credit card reader is plugged into your computer. Select the Apple icon in the top-left corner, then go to About this Device → System Report → Hardware → USB. The credit card reader should appear in the list of devices. If it does not, try using another USB-C cable.
- If the card reader does not appear in the list of devices, swap out the cable with another one.
- Verify that the card reader appears in the list of devices. The serial number on the back of the card reader, starting with CHB, should match what appears on the screen. If it doesn't, contact Vagaro support.
Make sure the Vagaro Pro Utility is running. Check the System Tray in the top-right corner to see if the Vagaro Pro Utility is running. If it's not appearing, search for "Vagaro Pro" on your computer and open the Vagaro Pro Utility. If it still does not appear, contact Vagaro support.
Check that the card reader is ready for payments. On the Checkout screen, select Connect. If you are prompted to download the utility again, contact Vagaro support. Selecting the Connect button and repeatedly downloading the utility will not cause anything to happen.
If you are using an EMV Dock or Dock+, try connecting the reader without the dock.
Try plugging the reader into a different USB port on your computer/hub.
Reset the card reader to factory settings. Reset the reader to factory settings by inserting a thin object, such as a paperclip, into the pinhole next to the charging port of the device, hold it down, then release. When the device has been successfully reset, it will blink red, green, and blue.
Uninstall then reinstall the Vagaro Pro Utility.
1. In the Applications file, find and open the Vagaro Pro Utility app.
2. Quit the Vagaro Pro Utility by pressing CMD+Q.
3. Control-click the app, then select Move to Trash.
4. If prompted to provide a password, select Use Password.
5. In the upper-right corner of the screen, select Empty.
6. Select Empty Trash to confirm.
7. Reinstall the app by connecting the card reader to the computer.

Error Message - Cannot Check for Malicious Software

To fix this issue:

Run the Vagaro Pro Utility app. Once you see the Error Message, select Cancel to dismiss it
Open the System Preferences app, then select Security & Privacy preference.
On the General tab, select the padlock button, then enter your admin password.
Select the Open Anyway button. Another Error Message will appear.
On the Error Prompt, select Open. The app will now open and run.

Card Error Screens and Card Reader Status Colors

Card Reader Status Colors

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

Solid Blue - Connected to a device
Flashing Blue - Ready to Pair
Solid Red - Reader is Charging
Flashing Red - Low Battery
Flashing Red and Pink - Device is charging and ready to pair
Flashing Red, Green, and Blue - Device is powering up.

Other Statuses

First LED flashing light - the device is connecting with the POS terminal
4 LEDs in consecutive order - the credit card was read successfully
One "Beep" sound - the transaction has been completed
Two "Beep" sounds - there was an error

Card Error Screens

You may see some of these errors when processing customer credit cards:

Error: "Please insert the chip card instead of swiping it."

A chip card was swiped instead of dipped (inserted). Ask the customer to dip (insert) their card.
Error: "Try swiping again."

The customer swiped their card too fast. Ask the customer to slowly swipe their card.
Error: "No chip found. Please try swiping your 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. Please try again." and "ICC_Card_Removed"

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.
Error: "There is some problem while reading credit card number. Please try again."

This error can occur when a customer's card is dirty, or your business is having an issue with its merchant account. If you get this error with multiple cards, please contact support.