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Level 1

Card reader connection issues

We were at a show this past weekend and the readers connected no problem to our S20FE phones, but after the phone went to the black screen and we went to use again the reader was disconnected and would not reconnect without wasting a ton of time. We luckily had a S5? with use and that one worked seamlessly. Anyone have this issue as this cannot happen as we get extremely busy at some shows and have multiple people running cards. 

3 Comments 3
QuickBooks Team

Card reader connection issues

Hello, Megaparts. 


I hope you enjoyed your time at the show despite your busy schedules! I'll ensure you're able to run the card reader again on your S20FE phone. 


When the phone crashed, it might've corrupted the GoPayment app and caused the connection issues. You can uninstall and reinstall it to fix the issue. Download the app again here: GoPayment Google Play link


You'll want want to ensure that the S20FE phone has the latest updates to avoid compatibility and app issues. 


There are also other factors that might've caused the connection issues after the phone went to the black screen. Check this article for the detailed steps on how to fix this: Fix issues with the GoPayment and QuickBooks mobile app card reader


If you want to see how much you've made from the show, you can run a variety of sales reports in QuickBooks. This topic contains all the articles you need to help you out: Sales reports.


Despite your busy times, I'm still here and ready to help if you have more questions about your card reader or your GoPayments account. Do you have any other questions about the processes in QuickBooks? Add them to your reply and I'll see what I can do. 

Level 1

Card reader connection issues

When I said black screen I meant when the phone goes to sleep mode or whatever you call it. I tried it at the shop today and it did the same thing. The old phone we have it stays connected to even when the phone goes to sleep. If it disconnects it seems to reconnect easily. 

QuickBooks Team

Card reader connection issues

I can help you resolve the error you're having with your card reader, @Megaparts


To further check what’s causing the app to disconnect when your phone sleeps or hibernate, I suggest reaching out to our Customer Support team.


They can isolate this issue in a safe and secure environment and help you resolve it. You can reach our Customer Support by going to the Help icon at the top right of the account. 


Follow the steps below: 


  1. Go to the Help icon to connect to a live support agent. 
  2. Provide us with some information about your concern.
  3. Select the Contact Us button and provide some details about this concern, then on the Let's talk button. 
  4. You'll now be provided options on how to connect to our Customer Support.


Check the following article for more information about the different types of support we offer and their availability: GoPayment (Mobile App) with QuickBooks Online support.


Here’s more information on how to process payments in the GoPayment app and to know the basics of using GoPayment with the QuickBooks Online app.


You can always get back to me if you have questions or other concerns by leaving a comment below. I'm always here to assist. Have a great rest of the day.

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