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Level 1

USB card reader for desktop

I got my Chip and Magstripe Card Reader through Quickbooks, and hooked it up to my computer using the USB cord provided by them I have a solid green light showing on the device as what is suppose to be so I went through all the steps to run a credit card per Quickbooks instructions but once I am prompted to "Swipe" nothing happens the "swipe" prompt just stays on the screen. I was wondering if anyone else had this problem and how did you fix it?

12 Comments
QuickBooks Team

Re: USB card reader for desktop

It's nice to have you here in the Community, @QCFEqcfe1.

 

I'm here to help swipe your credit card successfully.

 

If there's a Swipe pop-up on your screen, you may need swipe your credit card to show the credit card details. If nothing happens, you may need to update your QuickBooks Desktop (QBDT) manually or automatically.

 

To update QBDT automatically:

 

  1. Go to Help at the top menu bar.
  2. Select Update QuickBooks.
  3. In the Update QuickBooks window, go to the Update Now tab. You can ignore the table because you don't need to change anything.
  4. (Optional) Put a check mark in the box Reset Update box to erase all previous update downloads. Take  note that this may increase the amount of time needed for the update.
  5. Select Get Updates.
  6. Restart QuickBooks. When prompted, accept the option to install the new release.

For additional reference, you may check these articles:

Keep posted if you have any other QuickBooks concerns. Have a wonderful day!

Level 1

Re: USB card reader for desktop

No that did not fix the issue

Level 1

Re: USB card reader for desktop

This did not resolve my issue

QuickBooks Team

Re: USB card reader for desktop

I appreciate you for keeping us posted, QCFEqcfe1.

 

I want to make sure your issue with USB card reader gets resolved.

 

There are a few possible reasons why this unexpected product behavior happens. Among these, are the following:

  • Your company name is too long.
  • Damaged or missing QBWUSER.INI file.
  • Corruption on your hard drive.
  • Damaged program files or QuickBooks Desktop installation.
  • Damaged Windows operating system

Since updating your QuickBooks doesn't work, I recommend running the QuickBooks Diagnostic Tool. This is designed to automatically diagnose and fix the kind of issue you're having.

  1. Download the QuickBooks Install DiagnosticTool.
  2. When prompted, save the file to the local Desktop.
  3. Close any open programs and run the QBInstall Tool.
  4. Restart the computer after running the tool to ensure the components are properly updated.

For additional troubleshooting options, you can check out this article: QuickBooks Desktop won't open, has stopped working, or not responding.

 

If the issue persist, I suggest calling our QuickBooks Care Team so they can take a closer look and further investigate the issue.

 

Here's how you can reach them:

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Desktop.
  3. Select your QuickBooks Desktop version.
  4. Select a topic.
  5. Click the Get Phone Number button.

I'll be around here in the Community so please don't hesitate to reach out to me if you need anything else. I'm just a post away.

Level 1

Re: USB card reader for desktop

I'm having the same issue. New computer, new reader bought through Quickbooks but still will not work. File system is fine. I notice you say length of Company name. What is the tipping point or how many characters? 

QuickBooks Team

Re: USB card reader for desktop

Hello there, gscraven.

 

Since you're having the same issue with the previous customer, please refer to the steps which my colleague @Charies_M provided above.

 

Regarding your question, the Company name field has a maximum length of 31-characters. Also, please click this article to see the lists of the maximum number of characters in each field: Character Limitations for Fields in QuickBooks.

 

Don't hesitate to post again if you have more questions. We'd be around to help.

Level 1

Re: USB card reader for desktop

It's not a name issue then. I have a new QB31 reader. When I plug it into the USB port of the computer it connects and shows on the device list. However when I try to use it with Quickbooks Online or Quickbooks desktop it is not recognized and able to be used. It's the same problem when I have tried multiple computers in our system. We are not networked or using a VPN.

Anonymous
Not applicable

Re: USB card reader for desktop

Good day, @gscraven,

 

It's nice to see you here today. I want to make sure you're able to connect your card reader into QuickBooks.

 

If you already followed the steps provided by my colleagues, but you're still unable to connect the reader, it is best to get in touch with our Payments Support. They have the resources to take a look at your account in a secure environment and help you with your card reader.

 

Here's how to contact us: Contact QuickBooks Payments

 

You can also check these related articles to know more about using our readers:

That should get you pointed to the right track, @gscraven. Please update me on how the call goes. I want to ensure everything is working fine on your end.

wdi
Level 3

Re: USB card reader for desktop

same issue here.

 

brand new win10 computer. brand new qb enterprise installation hosted on right networks. brand new qb21 card reader connected via usb. 

 

when we plug the reader into the computer via usb, the device is recognized (named ‘bbpos’), but when we click the ‘credit debit’ button within the sales receipt window and then ‘insert/swipe card’, we get a message that says ‘'emv supported device not found. use your existing device.’ the message stays up for about two seconds and then displays ‘swipe a magnetic card.’ neither inserting the credit card to read the chip nor swiping works… it’s as if a credit card were never inserted/swiped.

 

i was told by support reps at right networks that the reader can be tested by opening up the notepad app in windows and swiping a card... if it were working the card details would be dropped as text into notepad. unconfirmed whether this is true or not, but when tested, nothing happens. it's really as if the card reader is just not working correctly when attached to a computer via usb.

 

as a new qb user, this functionality was a big part of my decision to go with this configuration. please advise whether this is a supported configuration. given i'm the third person to post on this issue, there must be something going on. it doesn't seem the reader is working via usb.

 

thank you.

 

QuickBooks Team

Re: USB card reader for desktop

Hi wdi,

 

QB21 is compatible with QuickBooks Enterprise via USB cable. You can refer to this article for more information: QB21 and QB31 Bluetooth card reader features and compatibility.

 

You'll want to try the steps provided by my colleague @Charies_M. Then, check to see if it's now working.

 

If you're still unable to connect, please contact QuickBooks Payment Support.

 

We will be right here for you if you have any other questions.

wdi
Level 3

Re: USB card reader for desktop

I appreciate the response @ShiellaGraceA, but I don't believe you're correct that the QB21 works with Quickbooks Enteprise via a USB cable. I called in and spoke with Support... they were unable to get it to work in this configuration. I also have our Sales representative and Account Manager reviewing the configuration, and after almost a full business day... no answers. If I check out https://apps.intuit.com/app/apps/appdetails?shortName=gopayment&, one of the top reviews states:

 

"So after talking with a chat rep and her convincing me to get this card reader to work with Quickbooks online, i find that I can't process any swiped transactions. Supposedly now that i've purchased it, it only works with the mobile app NOT with quickbooks online from a desktop even though it tells you to connect to a computer."

 

The compatibility matrix you referenced (https://quickbooks.intuit.com/community/Help-Articles/QB21-and-QB31-Bluetooth-card-reader-features-a...) states:

 

  • GoPay for iOS v9.0.0 or higher.
  • GoPay for Android v6.0.0 or higher.
  • Transactions import into QuickBooks Desktop via Record Merchant Service Deposits.
  • Compatible with QuickBooks Desktop 2018 R4 using the USB to micro-USB connection.

I don't think that last bullet point is accurate. I think it *only* works via bluetooth/mobile. I've tried two readers (one QB21 and one QB31) on multiple computers (some Win 7, some Win 10)... neither works. I'm testing by pulling up the Windows Notepad app and scanning a card (which, I'm told, should write the card details into the text editor) as well as trying to scan directly in Quickbooks, where I get a message 'EMV supported device not found. Use your existing device.'

Anonymous
Not applicable

Re: USB card reader for desktop

It's nice to have you here again, @wdi,

 

I appreciate you sharing your thoughts and providing feedback about the content of the article provided by my colleague. I want to make sure you have the right product that best fit your organization so you can resume your work.

 

As much as I would love to take care of this, we're unable to pull up your account here in the Community space for the security reasons. That said, I still suggest contacting our Merchant Services team again to handle your card reader issue. Checking the root cause of this requires tools, like screen sharing, that only the phone support team has. They can also create an investigation ticket if there are other customers experiencing the same thing, and can recommend the product that will work for you.

 

I know that you've already called us several times, however, Community is a public forum. The security of your account is our top priority. If you have a case number, that would help streamline the process. Your case number has the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.

 

Here's how to contact us: Contact QuickBooks Payments

 

That should do it. Please update me on how the call goes. The Community has your back, and I'd be more than happy to provide additional assistance if you ever need one. Have a good day!

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