Why does my Chipper card reader keep falling asleep?

[Polkadog_Bill]

Hi! Does anyone have a solve for the Chipper card readers falling asleep? Seems like there should be a way to change the setting so the card reader doesn't go to sleep ever. We're having tons of issues with our tap & chip and chipper card readers performing reliably. Thank you for any help you can provide!

[Maz]

Hey @Polkadog_Bill!

This is a great question.  The inactivity mode is expected behavior, and there's no setting available to change this at this time. For some context, the chipper does not have a sleep mode compared to our other readers. After 30 seconds of inactivity, it goes into standby mode. The reader stays connected to your iOS device while in standby mode and automatically exits standby mode when you resume activity. Are you having an issue with the standby mode starting up quickly for you? In order to resume activity, you need to press and release the power button to use the card reader again. If you press and hold the power button for 4 seconds or more, then the reader resets any Bluetooth pairing that it had, and you need to pair the card reader with the devices again. This information can be found in our help doc here at this link.

With the above-mentioned, I would be more than happy to add this as a feature request with our development teams for you. While I cannot guarantee a change will be made, this feedback is important and definitely worth noting with them. Let me know!

Aside from that, how is business going for you? I am here to help not just with only technical queries but also the growth aspects of your business, so if there is anything you need at all, just shout! Have a lovely day.

[Ann_Perry]

I'm having the same issue. I go to numerous outdoor events throughout the year and my "chip/swipe" reader keeps going into sleep mode and needs to "wake" up. It's random and really disrupts the traffic flow when customers are checking out. I was going to purchase a new one but unfortunately they are out of stock because of supply chain problems. I didn't have this problem last year? It seems to have started when the POS layout changed from an update. Is there a way to go back to the old layout or a "restore" option? Help!

[Maz]

Hey @Ann_Perry!

Thanks for getting in touch on this thread.

As mentioned in my above reply, this is expected behavior, however I can imagine how this might disrupt the flow of things for you and your customers. I've gone ahead and added this as feedback for our developers to review, while I cannot promise any changes will be made, feedback like this is crucial to help improve our products and services.

On to your second question in the reply, about reverting to the old layout, I believe what you're referring to here is the 'classic' version rather than the All - new POS (ANPOS) option. Regrettably, reverting to classic is not an option. Previously, our POS users needed to upgrade to the Shopify plan or higher in order to access basic in-app features like hardware pairing and cash register tracking with the POS Classic experience. We realized that this didn't make all that much sense and wasn't the most accurate way to meet the needs of those using our POS App to make sales in person.
With the release of our All-New app, we introduced a new way to obtain advanced in-store Retail features: The POS Pro subscription. We have doubled-down on our commitments to our Brick and Mortar merchants, and moving forward we will be much better able to effectively deliver the innovation and functionality in features specific to Retail you trust us to provide. While I appreciate this may not be the answer you're looking for, I hope this sheds a little light on why the change was made. Let me know if you have any other questions or concerns.

[Fashionfix21]

We have tried to hold down the power button for four seconds or more, I have even removed the card reader and put it back on yet it still continues to go to sleep. Then we have to enter credit cards manually and I’m sure the fee is more! Not to mention this is a pain in the butt when you were in a hurry

[jack_SharkFinGe]

We are having the exact same problem as those mentioned above. We end up manually entering Credit card info. This is costing us sales at events. This problem should be addressed immediately.