Card reader not working

Let me help you, @ legerchiropracti.

I have here some troubleshooting steps to get your card reader back to work.

First, you must be logged in to GoPayment or QuickBooks Online mobile app as an administrator to access the Card Reader settings.

Once done, you can disconnect and reconnect the card reader. You can follow these steps bellow depends on the color of the app.

Green

1. Go to the Settings.
2. Click Card Readers, then disconnect.
3. From the Reader Actions drop-down, select Forget Reader.
4. Reconnect the reader.

Blue

1. Click More, then select Hardware.
2. From the Card readers, choose the card reader you want to disconnect.
3. Hit Forgot Reader.
4. Reconnect the reader.

If the same thing happens, follow the step 3-4 on this article for other fixes: 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.

Reach out to me whenever you have other concerns about QuickBooks. I’ll be right here to help further. Keep safe. 

I've had the touchless reader for a few weeks. It had been working fine until Monday of this week when it stop being able to connect to my phone.  I've removed it from my iphone and tried to reconnect but it won't reconnect.  The bluetooth is on on my phone and finds the reader but will not connect/install. The reader will not turn off either. I've read all the helpful comments and even chatted with a rep who's only idea was to refer me here. Very disappointed after being a customer for +10 years.

I’m here to help you connect your card reader, @reikitn.

To ensure I’ll be able to provide you with the right resolution to get you back in working order. Were you able to perform the troubleshooting steps shared by my colleague MadelynC above? If not, I recommend doing it so to isolate this issue.

You might also want to reboot/restart your phone and reconnect the reader again. If the issue persists, I recommend contacting the customer service team of your touchless card reader. 

There, they can provide you additional troubleshooting steps on how to turn off and reconnect your card reader to your phone.

Once you’re able to connect your card reader, you can now process your customer payments on your mobile device. To guide you through the process, you can read this article for reference: Process a credit card transaction with GoPayment.

You can always get back to me if you have other concerns about connecting your card reader to your phone. I’d be more than happy to work with you. Keep safe!

I'm having the same problem. My phone app stopped connecting to the touchless card reader. I disconnected the card reader by choosing Forget this reader, and now the app won't let me add a new reader. I sent an inquiry to QB support last week but haven't heard back.

I've got your back, @EGCuellar.

I'm here to make sure you can get this card reader working right away. Let's ensure that you've got the latest version of the QuickBooks GoPayment and Online mobile app. Refer to this article and proceed to Step 4: Fix issues with the GoPayment and QuickBooks mobile app card reader.
 

If you continue to see issues with the card reader not working, I recommend contacting the GoPayment phone 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:

1. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
2. Select Talk to a Human.
3. Enter a short description of your concern and press Enter.
4. Click I still need a human.
5. Select Contact Us to connect with our live support.
6. Choose Get a callback.

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.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

My card reader does not seem to be holding a charge.  I have charged it overnight and after I unplug it, it won't turn on unless connected to power.

Hello, TJs Timberline. 

Thank you for reaching out to the Community. I recommend reaching out to an electronic expert to look over the device.  

Also, you can reach out to our support team. To see if they can order or request for replacement of the device.

Here's how:

1. Click Help in the upper right-hand corner of QBO.
2. Tap Talk to a human, then type in Talk to a human.
3. Select I still need a human.
4. Press Contact Us.
5. Choose a way to connect with us: Start a chat or Get a callback.  

For more details on our support hours and types, you can click here. 

Please keep in touch with me here if you have any additional questions. I want to ensure your success. Thanks for reaching out, I'll keep an eye out for your response.

We have an old card reader and it will no longer  hold a charge.  How do I go about getting a replacement card reader?

Hello, PaulaR3. 

Thank you for reaching out to the Community. I'd like to help you to iron out your concern that your card reader is not working and get everything up and running. You can try a few troubleshooting steps to fix issues with the GoPayment and QuickBooks mobile app card reader. 

Our Merchant Services team can also help you out in identifying the cause of the issue and they can repair replace your reader. Meantime, you can check out the Technical Spec Sheet for QuickBooks Mobile Credit Card Readers to see if your device needs an update to meet the compatibility requirements.  

Additionally, If you wish to order a new card reader, you can order your card reader from our website. 

Here's how: 

1. Go to this website: https://quickbooks.intuit.com/payments/readers/
2. Choose your preferred type of card reader.
3. Click the Add to Cart button.
4. Press Check Out.
5. Follow the on-screens instruction until your finish.

Or, you can place your order through our Merchant Service Center. Here's how: 

1. Visit the Merchant Service Center to Order GoPayment Card Reader.
2. Open Account menu and select Mobile Payments
3. Choose Order Card Reader.
4. Select Place Your Order.

You can check out this article to learn on other ways on how to order a card reader for QuickBooks: Order a GoPayment card reader.

To learn more about using a credit card reader, please refer to these articles: 

• Use a USB credit card reader with QuickBooks Online
• Connect your GoPayment account to QuickBooks Online

You can always leave a reply below if you need more help. You take care and have a great day!

I just received the QB Card reader and it will not completely connect as well. It will say connected on the device but the app says not connected. Did all the possible troubleshooting and still the same issue. I never had issues with products before to where I could not fix them. Asking for a refund and calling it a day. 

It does not matted how you connect the device it will not connect in the app. The item is just trash and will not be swapping out. Just get your money back. 

Let's make sure to fix your card reader issues, ddixon7117.

I wish I could make it better. Currently, we didn't receive reports about card reader connection issues. Since you've already performed all the possible troubleshooting steps, I recommend reaching out to our support team again to investigate further. They have the tools to pull up your account in a secure environment. Also, this is the best way to find out if some users are also experiencing the same. This way, they'll be able to have this escalated to a higher tier to take action as soon as possible. To contact our support team, I've outlined the steps below:

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter your concern.
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

Furthermore, learn how to categorize and match transactions with those you've entered in QuickBooks. Learn from this article for more details: Categorize And Match Online Bank Transactions In QuickBooks Online.

Fill me in if you have any other concerns with your card reader. The Community is always here for you 24/7.

I’ve received a new card reader last week and it also won’t connect. The steps here are pointless because you can’t disconnect the device when it never connects!  Mine connects for a second and then beeps and disconnects. I called customer service, which was a joke. They tell you to do the same things any tech savvy person would do beforehand - restart device, restart iPhone, reinstall app. They have no solutions. And the kicker is, you can send their defective device back on your own dime and they won’t refund the shipping you paid either direction.  Terrible company who makes millions off of customers and then makes them pay extra for their defective devices!

Doesn't work. I've done all those things a dozen times or more, on both iPad and Android devices. The very first time the reader pairs with a new device, all is well. Until you turn off for the night, time out, or whatever else. Never again will that reader work with that device.

That doesn't work either. Spent nearly 3 hours on a chat with Customer Service last night. All we accomplished was an iPad update. And she said she'd have to elevate the case to the Tech Support team, which doesn't contact the Customer and doesn't work weekends.

It's a good thing no retail outlets are open on weekends.....

Doesn't work. I spent 3 hours on the support chat last night with someone who insisted we walk through each of these steps. The only thing we accomplished was an iPad update. And she said she'd have to elevate the case to the Tech Support team, which doesn't contact the Customer and doesn't work weekends.

It's a good thing no retail outlets are open on weekends and actually need to sell anything.....

So the old all-in-one card reader was working fine with my Quickbooks Online, but it suddenly stopped working.  So I ordered a new credit card reader, but it's not the same one.  Apparently the All-in-one has been replaced.  I tried connecting that one, and my iPad tablet and Shopkeep do not recognize it via bluetooth.  I've been on the phone with both QB and Shopkeep and they keep sending me back and forth, with no answers.  Any help/tips?

Hello, HS1440.

We don't want you to have this experience, and we appreciate you taking the time to get in touch with Shopkeep and our support team.

QuickBooks All-in-one Card Reader accepts EMV chip card, debit and credit cards can be connected to iOS or Android devices via Bluetooth. The reader may not be recognized because the iOS on your iPad is outdated. Let's ensure your device has the iOS 12 or later. 

Here's how:

1. Select Settings, then About device.
2. Tap Update, then Check for Updates.
3. Hit Install.

Also, please make sure you have the updated QuickBooks GoPayment or Online mobile app installed on your iPad. I'll show you how.

1. Go to Settings, then General.
2. Tap Software Update.

For your reference, you can read this article for more insights: Fix issues with the GoPayment and QuickBooks mobile app card reader.

Please let us know if you require any additional help. We'll help with additional troubleshooting. Enjoy your day.

OK, so apparently, "elevating my ticket to Tech Support" means they will reach out in a few MONTHS with the same information that has never worked, still doesn't work, and no one from Tech Support is even aware of this. Even the email is incomplete on how they claim the fix will work.

Removing and re-adding the card reader, results in the card reader connecting, the App saying it could not connect, and the card reader disconnecting.  Either Tech Support doesn't know they have an open ticket, or they know less about their hardware than a Store Owner who has never successfully used it.

At least I know enough not to depend on QuickBooks Payments for our Store's revenue.  If only I knew better than to switch to QB Online ion the first place.

Working with Intuit is painful as getting hit by a bus. I was thinking of swapping to the new touchless card reader. I could not get online chat to tell me what charger I will need collected all my account information to finally transfer me.  The person I was transferred too asked for all my information again only to say she doesn't know. Clueless bounce around. Worst support. 

Working with Intuit is painful as getting hit by a bus. I was thinking of swapping to the new touchless card reader. I could not get online chat to tell me what charger I will need collected all my account information to finally transfer me.  The person I was transferred too asked for all my information again only to say she doesn't know. Clueless bounce around. Worst support.

Yea, no.... Not a chance in the world I'm gonna use QuickBooks Payroll, Timesheets, or anything else, when they can't get the basics of taking a payment to work for a Retail Store.

Have latest card reader from QB with the tap option.  Reader is only a few weeks old.  Reader was working normal.  Now the card reader connects to my phone, and I get a message across the screen that says Remove.  There is no card in the reader.  How do I fix this issue?

Hello there, @RangeWholesale.

I recognize the importance of this matter, and I want to ensure you can get through this as soon as possible. You can disconnect and then reconnect the card reader to your phone to restore accuracy in the connectivity between the app and then the hardware. Doing this refreshes the relationship between the app and your card reader. I'll gladly write down the steps to get you going:

1. For the QBO Mobile App, in the home screen, select the Gear icon.
2. Select card readers, then the card reader to disconnect.
3. In the reader actions, select disconnect reader.
4. Then select reconnect reader.

For more details, please see this article and scroll down to Solution 4: Fix issues with GoPayment and QuickBooks mobile app card reader.

If the issue persists, I'd recommend contacting our Customer Care Team. This way, they can check on your end and conduct further investigation to determine the root cause of the error prompt. See this page for more information about contacting our team: QuickBooks Online Support.

In addition, I've got this article to help you ensure your card reader's updated: Update your QuickBooks card reader.

@RangeWholesale, please don't hesitate to leave a comment below if you need further assistance managing a card reader connected with QuickBooks. You can also mention my name if you have any additional QuickBooks-related concerns. I'll be here, ready to help you. Take care!