I just received my new card reader in the mail.
Opened the package and charged the reader.
Turned it on and got the HELLO message, so far so good.
Made sure Bluetooth on my iPhone was turned on.
Opened the GoPayments app.
Went to settings > Card readers > Connect new reader.
New card reader found. Select 'Connect to reader'.
Reader shows 'Connected' as expected.
Immediately I get the following error in GoPayments: "Can't connect to reader, make sure your reader is compatible, then turn it off by holding down the power button. Turn it on and try again."
Then the reader shows 'Disconnected'.
I have tried this multiple times, removed the reader from my Bluetooth list and tried again.
How do I get a replacement for this one, as it is broken obviously.
iPhone is up to date:
iPhone 11 Pro Max
Software version: 15.3.1
GoPayments up to date version: 22.02.0-n
I have uninstalled both GoPayments and QuickBooks apps from my iPhone and reinstalled them. This does not work.
I have restarted my iPhone as well, this does not work.
I have done ALL the suggestions on this help board. I have spent over an hour trying to find out the issue and fix it. NOTHING is working.
Please let me know how I can get a replacement. Or if anyone has ANY new ideas on how to fix this issue.
Thanks in advance for your help.
I have here some troubleshooting steps to get your card reader back to work, STAYBOLD.
I appreciate you for performing the troubleshooting steps to get this working out. Let's make sure we logged in to GoPayment or QuickBooks Online mobile app as an administrator to access the Card Reader settings. Once done, disconnect and reconnect the card reader. Then, follow the steps below depending on the color of the app.
If the same thing happens, follow steps 3-4 on this article for other troubleshooting solutions: Fix issues with the GoPayment and QuickBooks mobile app card reader. Make sure you have the necessary system requirements. This is to ensure the application is compatible with your setup and will help avoid unexpected behavior when using it.
If you continue to see issues with the card reader not working, I recommend contacting our GoPayment Support Team. They can review the reader and determine where the issue is coming from. You can contact us through your QuickBooks Online account. Here's how:
These instructions are also available from our guide on contacting QuickBooks Online support for your convenience. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST.
Feel free to update us after performing the steps or contacting our support as I want to make sure this is resolved and I'll be right here if you need further help. You have a good one.
Thank you for the reply.
I tried everything you posted there, as i had already read that reply on other posts multiple times. I am the only one on the account and am an admin. I listed all that as well as the device I am using. This shows I have a compatible device.
I will reach out to help, as I can see the normal response here is going to be the SAME ready made response that is sent to everyone. If my post had been read thoroughly, you would have noticed I TRIED all the stuff you mentioned already.
Thank you for the effort at either rate.
Thank you for following the troubleshooting steps provided by my colleague above. I'm here to make sure you get the best help possible so this gets resolved as quickly as possible.
I understand that you have already contacted our Technical Support team before. I suggest you speak with them again so they can investigate why you keep having this issue. They have the tool to securely look into your account and analyze why you encountered this issue.
See this article for the detailed steps: GoPayment Support Team. Their hours of operation are also in this article, so you'll know there's always an available support representative when you contact them.
In case you haven't performed the other troubleshooting steps, kindly visit this article: Fix issues with the GoPayment and QuickBooks mobile app card reader.
Please let me know if you have other questions. I'll be here to help. I'll be sure to take care of them. Take care and stay safe always.
I finally got this resolved by them sending me a new one. Of course it took two days worth of contacting them to actually get it resolved and the resolutions was to send me a replacement like I asked for in the beginning.
Here's an article I wrote about my horrible experience with customer service on this exact issue: https://quickbooks.intuit.com/learn-support/en-us/other-questions/quickbooks-customer-service-is-a-j...
Do yourself a favor, apply for a refund and buy a new one. Your issue will get resolved MUCH faster.