qb31 blue tooth reader update error

I've got some steps that we can try to resolve this, rjk33.

You can follow these troubleshooting steps to make the card reader visible:

1. Go to the Menu located in upper-left, and then tap Settings.
2. Tap Card Reader.
3. Select Type and change it to “Bluetooth reader“. Then tap the back arrow.
4. Make sure that Bluetooth is enabled and QB31 device is turned on.
5. Tap Add a new reader. This helps your phone detect the reader.
6. Tap the Chip and Swipe reader.
7. The reader will be visible under My Card Readers section.

I'm also adding this article to view other solutions in case the above steps didn't work: Fix issues with the GoPayment and QuickBooks mobile app card reader.

If you're still getting the same result, I'd recommend reaching out to our Customer Care Team. This way, we can investigate more on what's causing the connection.

You can get our contact information here: Contact Payments Support.

Please let me know if there's anything else you need. I'll be around to help you some more. Thanks.

Thanks for suggestion, this did not solve the problem.

Thanks for suggestion, it did not correct the problem. Phone can not find the reader.

Same thing happened at my office.  2 readers as good as bricks.

Hello @ChadMi,

Have you tried disconnecting and reconnecting your card reader? If not, please follow these steps.

For Green GoPaymant:

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

For Blue GoPayment:

1. Choose More, then Hardware.
2. Select Card Readers, then the card reader you want to disconnect.
3. Click Forget Reader in the Readers Actions drop-down.
4. Reconnect the reader.

If yes, you can follow solution 2 to 4 in this article for the troubleshooting steps. Here's the link: Fix issues with the GoPayment and QuickBooks mobile app card reader.

Please contact Merchant Support if none of the above recommendations works. 

Should you have other questions, please let me know. I'd be glad to assist you further. Have a lovely day.

The suggestions did not work.  I will contact support.

Hello. Did you get this resolved. The OTA update to the reader just bricked mine too. 

Not yet.  Waiting on call back from Intuit support.

Thx.  I’ll be calling on Monday too, I guess.  The update completed but the reader would never reconnect.  Very frustrating!  

So I get a call back from QB Proadvisor support.

I tell her what I need, she says you need merchants service support let me give you the number.  I say, I already have that number as that they gave number me earlier and that was what I called.  She verifies number that I used.  She said I don't know why your call got routed to me.  Let me try to connect you over there.

So after waiting for more than 45 minutes for a call back, I get a call back from someone who cannot help me.  So back to the on hold que.

I cannot make this stuff up......

🤦‍♂️ I dread the call.

If you make any headway, please share.  I’m guessing they bricked the devices a d will have to send new ones out.  The OTA must have changed some BT characteristics and it can’t be updated again OTA now!  

And now, the system just hung up on me!!!!

Not happy with Intuit Support.

😡😡😡

I have had the same thing happen. I am now waiting on hold for the 2nd time

. I was on chat Saturday for over an hour with no luck connecting the reader back to the phone.  

I'm still working with support as well as of Thursday.

Same here.  They stated they are sending a new reader but then also wanted screen shots to show it won’t connect.  Multiple phone calls.  Very frustrating. 

@SteveMcA  I'm glad to hear you were able to contact an agent to get a replacement reader. As for the reader not being able to connect to your mobile device (if you haven't tried basic troubleshooting), here is an article with some steps to try before contacting support.

Fix issues with the GoPayment and QuickBooks mobile app card reader

As of this morning, I have still not received the replacement reader.  What is up with their support?

@SteveMcA  Thank you for joining community for answers.  

I'm sorry to hear you haven't received your replacement card reader.  Typically the reader may take 7-10 business days to arrive; yours may arrive earlier depending on shipping speed. 

The best way to call for status is to contact support with your order number.

This link will take you to the QuickBooks support page, where you can select your service and the proper contact channel: Contact Support

Someone from support called my business number but I wasn’t there due to COVID-19.  I called the number back left in their message but a recording said they are not taking calls due to the same thing. 

someone should call my cell:  which they have been given; ending in 5503.  

@SteveMcA 

Unfortunately, due to the growing impact of the COVID-19 situation, we are currently experiencing staffing challenges that have impacted our ability to assist you over the phone.

I would advise you to use our chat channel to get assistance in checking the status of your order. 

We apologize for any inconvenience this has caused and we are working hard to make sure customers are being taken care of.

Stay safe and let us know if you have additional questions

Can you show me where the chat channel is?

BTW..support called me a d told me to call back.  

So..I found the chat link.  I supplied the rep with the Case number and explained the whole situation.  Then...was disconnected for some reason. So..a new rep was connected and I had to do it all over again.  That rep told me to send my broken reader back as a returned purchase..which is was not!  The GoPayment support team clearly said do not send in the old reader, we will send you a new one!

So this rep says they can not do that!  This rep gave me the same support number I called and was told no one could answer!

I'm so frustrated with QB I might just go to Square for cards!!!

@SteveMcA

I apologize for the experience you've had trying to get status of your order and I's like to lend a hand. 

I'll email you at the address you used to sign up for community to collect some additional information and look into this for you.