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vinny27911
Level 2

New QB33 card reader won't register in goPayment

I received a new QB33 card reader.  I have an Iphone 12 pro updated to most recent IOS.  I have goPayment 22.02.0-n.  I call tech support and got a bunch of poor reasons why it wasn't working...  My experience thus far has been:

Turn on card reader "Hello"

Open app and go to "connect new reader" --> "New card reader found" --> press "connect to reader" --> "connecting to reader" --> reader displays "connected" --> phone displays "can't connect to reader, make sure reader is compatible, then turn it off by holding down the power button. Then turn it on and try again"  --> press "ok" on phone --> reader displays "disconnected" --> no readers are registered in phone app. 

 

If I go to bluetooth on my phone I can see CHB808xxxxxxxxx and click on it to connect and it connects, but it doesn't really change anything in the app.  No reader ever registers as connected in the app and displays a battery percentage. 

 

IMG_1932.PNGIMG_1933.PNGIMG_1934.PNG

 

13 Comments 13
jamespaul
Moderator

New QB33 card reader won't register in goPayment

Hello, Vinny. 

 

I appreciate the details and taking the time to contact our support. I'd like to shed some light on the QB33 card reader registration issue. 

 

We do have a reported issue regarding the QB33 card reader not registering properly. Our engineers are currently investigating the problem and will roll out a fix as soon as possible. 

 

I take it that our support agents haven't discussed the reported issue with you. In this case, you'll want to contact them again. 

 

You can use the same phone number and have the next available agent take a look at your previous cases. You can request them to add you to the list of affected users. I'd like to do it here, but I'm unable to access sensitive contact information due to security concerns. 

 

Regarding the solution to the issue, you can also ask them what can be done and how you can go about using a card reader for your GoPayments transactions. 

 

In case you need to get our contact details and available hours, you can pull up this article: Contact Payments or Point of Sale Support.

 

If you'd like to review your transactions in detail, you can check this article for a guide: Print a batch detail report from the Merchant Service Center.

 

We appreciate your patience as we're working to get the card reader back to normal. If you have any other concerns regarding your Payments account or your QuickBooks program, please let me know. I'm here to help again. 

vinny27911
Level 2

New QB33 card reader won't register in goPayment

Thank you jamespaul for the response.  

 

I was not aware it was an issue, nor did the tech I spoke with in Point of Sale inform me it was a known issue.  We just tried all the things I had already tried for 25 minutes and then she said I had to update my IOS which was already fairly recent. I don't think she knew it was a known issue either.  I guess I'm happy to know it's not just me.  I'm hopeful it will get fixed soon.  That was one of my main reasons for switching from quicken to QBO, to accept online payments and credit card payments...which I can still do with goPayment, just not with the reader.

 

Thanks again.

CSEPTICS
Level 2

New QB33 card reader won't register in goPayment

Hi, just wondering if you ever found a solution? I am having the EXACT same issue and I am so frustrated. I’ve called support three times and got different excuses each time. They had me exchange my first QB33 device for a new one and I have the same issue. Another customer service agent told me the reader wasn’t compatible with the go payment app, which I used to order the device. I am considering throwing in the towel on this one.

CSEPTICS
Level 2

New QB33 card reader won't register in goPayment

Hi there,

 

I'm having the exact same issue and I stumbled on this thread looking for solutions. The customer support agents still appear unaware of the problem. I've called three separate times and got three different answers as to what the issue might be. I'm on my second QB33 device, one of the CS agents told me my first device was defective and recommended I exchange it. Just wondering if any progress has been made in finding a solution?

AlexV
QuickBooks Team

New QB33 card reader won't register in goPayment

Hi CSEPTICS!


I know that it's very important for every business to get paid. I also understand your feeling now because of the QB33 card reader. I'm here to assist you.


There are two versions of the QuickBooks GoPayment app, the blue and the green one. The QB33 card reader is supported in both versions. We just need to make sure that the app is updated by visiting AppStore or Google Play.


Also, you'll want to update the QuickBooks Card Reader by going to Settings, select Card Reader, click the QuickBooks Card Reader, then clicking Software Update.


If you're still unable to connect the card reader to the app, I suggest reaching out to our Support Team. I know you already contacted them. However, please note that they all have the tools needed to conduct an investigation. Our engineers also created a ticket about this behavior and our Support Team can add you as one of the affected users and you'll receive updates about this once available. 

  1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
  2. When asked by the bot, enter "INV-67891".
  3. Select I still need a human, then proceed with Contact us or Get help from a human.
  4. Choose either Chat or Callback.

 

In addition, you'll want to utilize the other options in the app such as manual entry or the Key in card.


You can check this link: QuickBooks Payments FAQ. This has multiple articles to help you in managing your funds and more info on accepting online payments.


I'll be glad to help if you have more concerns I can help. Keep your posts coming and I'll respond as soon as I can.

CSEPTICS
Level 2

New QB33 card reader won't register in goPayment

Thanks for your response. 

I have the latest updates for both the iphone and the green go payment app. I cannot use the app to update the card reader itself because it won't stay connected for more than a second or two. I'll have to call customer support for a fourth time. I was supposed to get a call back from a "level two customer support agent" by the end of the day but they never did call. I have gone through all the troubleshooting suggestions several times. 

vinny27911
Level 2

New QB33 card reader won't register in goPayment

Glad I'm not the only one.  No, my "new" card reader has never worked.  The goPayment app sees it as a nearby device but it never gets registered in the app and won't work.  Since it never registers in "my readers" in the app, I also can't update the reader as several techs have suggested.  Taking in person credit card payments was one of my primary reasons for switching to quickbooks.  It's rather frustrating.  No solutions so far.  I have the most recent version of goPayment.

ChristineJoieR
QuickBooks Team

New QB33 card reader won't register in goPayment

Thank you for following the thread, @vinny27911. I've come to assist you with your GoPayment card reader issue in QuickBooks.

 

Meanwhile, we have an investigation related to the QB33 card reader, which isn't pairing with the payment app. An investigation (INV-67891) is still in progress. Our engineers are hard at work looking for a solution.


As of now, I recommend contacting our support team to be included in the list of affected users. You'll be notified when a fix is available this way. Simply check our support hours to make sure you call us at a time that is convenient for you.


Here’s how to get in touch with our representatives:

 

  1. Log in to your account.
  2. Click the Help ? button at the top right corner.
  3. Go to the Search tab, then select Contact Us.
  4. Enter a brief discussion with your concern, then click Continue.
  5. Choose a way to connect with us: Ask the community, Start a chat, or Get a callback.

 
Once everything is doing well, here’s a link that provides complete details on how to register a card reader: Set up a card reader for QuickBooks GoPayment.


If you have any further issues, please let me know. I'll be there as soon as possible to help you. Good luck with your day!

vinny27911
Level 2

New QB33 card reader won't register in goPayment

I'm already included in the list of affected users.

 

I've also tried manually keying a credit card in goPayment.  I get all the way to the end after the client's signature and it says "transaction cancelled"  What does that mean?

CSEPTICS
Level 2

New QB33 card reader won't register in goPayment

I am also on the affected users list. I am able to key in transactions but that costs me more money. This "new" card reader is costing me money on a daily basis. I am beyond disappointed with QuickBooks merchant services.

vinny27911
Level 2

New QB33 card reader won't register in goPayment

Admins/Tech Support, is there any update on a solution to this problem?  I've had this paper weight for over a month now and this is my busy season.  I checked and I don't see any app updates for goPayment.

CSEPTICS
Level 2

New QB33 card reader won't register in goPayment

No luck here, I did get a call from level 2 technical support and they informed me they're "working on it". It's interesting they sell something that is completely useless. 

vinny27911
Level 2

New QB33 card reader won't register in goPayment

Here's my update as of 8.30.22. I've never been notified that a solution to my problem was proposed.  My card reader has never worked despite multiple phone calls to tech support and time wasted trying tech support recommended fixes.  I called today and went through all the usual steps.  I've now been on the phone 1 hour and 40 minutes and support has decided that they're going to send me a new card reader.  I don't know if I've ever wasted so much time on a $50 device.

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