Frozen Shopify Tap, Chip, and Swipe Card Reader

[RookeyDooks]

I have a Shopify M010-PROD30-v2-5 Tap, Chip, and Swipe Card Reader that is frozen and just showing the Shopify Logo on Screen. I've tried turning off and on several times but nothing. Bluetooth light is off. I just have a black screen with the white shopping bag and Black S on the screen.

Is there any reset or steps I can take to fix the Card Reader ?

[Don]

Hi there @RookeyDooks!

Thanks for outlining your issue for us here in the Shopify Community.

I have checked in with our Retail team here to see what steps you can take on your end to further diagnose and address this.

Their first advice is that you should let the battery drain fully on the non-responsive Tap, Chip, And Swipe reader before charging it back up to full charge.

This process would take about 4 hours but can vary depending on the individual device's age and other factors.

Should this not work out for you, the next step would be to send POS report logs to us so we can take a closer look. 

Using the device you usually pair your card reader with, you can do this by following these steps:

1. - From your Shopify POS app, click on the three dashes in the bottom right-hand corner.
2. - On the lefthand navigation, tap "Support"
3. - Tap "Send a report"
4. - In the text box that appears, include *the serial number from the back of your card reader which begins with 010 or 011*. Then click ‘Send’.

This will send a report to our Retail support team with your logs that they can use to check this out with you.

Let me know how this goes for you so we can ensure this gets resolved!

Regards,

Don

[RookeyDooks]

Hi Don, thank you for your reply. We were using it in a live environment so needed to get it working quickly.

I ended up getting a pin and pushing it in to the small hole at the top next to the power button. This gave me 3 options, restart normally, re-install and factory reset. I tried the first 2 with no success, option 3 factory reset seems to have worked. After a few minutes it booted properly and the Bluetooth light started flashing again. I have powered it off and back on to test and it seems be booting ok now.

[Don]

Hi again, @RookeyDooks!

Thanks for getting back to me here and thanks for letting us know you were able to get this resolved, that's great!

Should you need time-sensitive support in the future, you can get in touch via our Help Centre here. 

Just indicate that you're looking for retail support when prompted to enter your query on that screen so you can see the relevant appropriate contact options.

Thanks again for letting us know how you got on with this.

All the best!

Regards,

Don