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Level 1

Error message while using card reader

When we use the card reader it will say "Approved" on the reader, but gives this message on the register screen, "We couldn't process this card. Please re-enter the card details and try again.". Then we have to enter the card manually. This shows up on the customers bank as if they were charged twice, however, one of those charges eventually will drop off. It takes a few days for that to happen though, and holds up the customers money. 

When we bypass the reader and the credit card is entered manually, we do not get this message. How do I get my reader back to working without holding extra funds from my customers?

1 Comment 1
QuickBooks Team

Error message while using card reader

Hi there, @circleliquor.


Thanks for taking the time posting here in the Community. I'm here to assist you with getting past the card reader issue that you have.


We haven't received any similar cases reported to us. However, there are several reasons why a card reader may not work in QuickBooks.


These are:

  • The Credit Card Reader is incompatible with the QuickBooks.
  • You are using an older version of Credit Card Reader.
  • You are using an older version of QuickBooks POS.
  • Incorrect installation of Credit Card Reader on your QuickBooks Desktop.
  • The chip credit card isn't enabled on the Merchant Service etc.

To get this sorted out you can try performing these process:

  • Make sure the credit card reader is connected with your device.
  • Enable the Credit Card into the Merchant Service.
  • Ensure that the credit card is set into the reader properly while processing the transaction.
  • Ensure that QuickBooks is updated to the latest release.
  • Ensure that you have the latest version of Credit Card reader. 

Once verified that everything is fine and the issue persists, I'd suggest reaching out to our Point Of Sale Care Team. They have the proper tools to check on your card reader and verify what's causing the issue. You can reach them through the contact information found in this link: POS Customer Center.


Please let me know if you have any other questions with this concern. I'll be around to help. Have a great day!

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