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6 replies

M
MadelynCModerator
Moderator
July 18, 2020

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. 

P
PaulaR3
January 6, 2022

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

A
AileneAModerator
Moderator
January 7, 2022

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: 

 

 

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

R
reikitn
October 15, 2020

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.

    JasroV
    JasroV
    Level 8
    October 15, 2020

    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 payments in the GoPayment app.

     

    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!

    D
    ddixon7117
    February 12, 2022

    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. 

    E
    EGCuellar
    March 30, 2021

    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.

    LieraMarie_A
    LieraMarie_A
    Level 8
    March 30, 2021

    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.help.JPG

     

    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.

    T
    TJs Timberline
    April 29, 2021

    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.

    A
    AileneAModerator
    Moderator
    April 29, 2021

    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.

    D
    ddixon7117
    February 12, 2022

    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. 

    J
    JulietteSky
    February 28, 2022

    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!

      R
      RangeWholesale
      May 6, 2023

      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?

      K
      Kurt_MQuickBooks Team
      QuickBooks Team
      June 18, 2023

      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.

       

      @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!

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