Pop up card reader not being recognized by iPad

Stelian_Dobresc
New Member
5 0 0

Hi there,

I've got a Pop up card reader and plugged it in the Audio hack of my iPad Air.

Volume is turned to max, headphones are on, Shopify app & iPad OS updated to the latest version.

The Shopify POS app is not appearing in Settings -> Privacy -> Microphone, that might be the issue. Any thoughts on this?

Thanks!

ste

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Genevieve_Shan1
Shopify Staff (Retired)
Shopify Staff (Retired)
130 0 24

Hey there Ste!

Genevieve from Shopify here :) 

There are a number of troubleshooting steps for issues with the Shopify Pop-up card reader laid out in the following doc, many of which you've already tried:
https://docs.shopify.com/pos/retail-package/troubleshoot/card-readers/pop-up-card-reader

An in-app notification should appear when you plug the reader into the iPad - it sounds like that notification isn't coming up for you, which suggests the reader isn't being recognised. 

Is there perhaps a case on the iPad that's blocking full insertion of the connector? Ordinarily the card reader comes with protective plastic attached - has that been removed? Are you playing any music on the iPad when you insert the card reader? 

If none of that fixes it, we'll need to get our technical team involved. The best way to do so would be to submit the logs from your POS app. To submit these to us do the following:

  1. In the POS app, under the menu on the left hand side of the screen, you will see your "avatar". Tap it once, then tap "Need Help?".
  2. Tap "Send Report" and ensure that you mention the serial number shown on your reader.
  3. Finally, ensure you see a little notification at the top of the screen indicating that the feedback has been successfully sent.

Hopefully the above troubleshooting steps resolve the issue for you, Ste, but if not we'll check out these logs and update you by email asap!

Hope that helps! 

Genevieve S.

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