Solved

BUG REPORT: Metal Credit Cards "Break" Tap & Chip Reader

bloodyrosebtq
Excursionist
32 1 23

When customers pay using a metal credit card with a chip the Tap & Chip card reader loses connection with the Shopify POS and flashes a single red light. On one occasion, a customer used a metal American Express card with chip and the Tap & Chip reader is now flashing 2 red lights.

 

When the metal card "breaks" the tap & chip reader and one red light is flashing the device can be reset inserting a pin to push the reset button and then it can be paired with the iPad and Shopify app. When the metal card "breaks" the tap & chip reader and 2 red lights are flashing the tap & chip device cannot be reset using the reset button or by holding in the power button to force the device to restart.

 

This is reproducible with all metal cards EXCEPT the Apple credit card. That card works without problem.

 

The attached video shows how the card reader will not reset by any means.

 

STEPS:

1) Ensure the Tap & Chip reader is paired with the device and connected to Shopify

2) Enter PIN to get to the product page

3) Add items to the cart

4) Tap on the Checkout Button

5) Insert the metal credit card in to the Tap & Chip reader

6) After a few seconds the one or more red lights on the card reader will start flashing and the payment screen will say that the payment could not be completed. The card reader status will be disconnected.

7) Hold in the blue power button to reset the card reader.

8a) If there is a single flashing red light then the card reader will restart and you will have to follow steps to forget the device and pair it again.

8b) If there are 2 flashing red lights then the card reader will not restart.

9) Take a pin and insert it into hole to press the reset button.

10) The 2 flashing lights will turn off. When the pin is removed the 2 red lights will begin flashing again and the device will not be found or recognized by the Shopify app or the iPad.

 

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Bloody Rose Boutique
Austin, TX
Accepted Solution (1)
bloodyrosebtq
Excursionist
32 1 23

This is an accepted solution.

Here is the response from support after reporting this through the application.

Unfortunately metallic cards can literally break readers when inserted into the chip slot. This is due to the fact that metallic cards are thicker (0.8mm vs 0.76mm) than the industry standard for credit cards. Assuming that the two red lights you mention are the outer ones this means that your reader has interpreted the pressure caused by the card's thickness as an attempt to pry it open and this has triggered a built in security feature which puts the reader into an unusable state.

There is no way to fix this, but we can replace your reader.

 

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Bloody Rose Boutique
Austin, TX

View solution in original post

Replies 5 (5)

KetanKumar
Shopify Partner
36835 3635 11966

@bloodyrosebtq 

oh sorry for that issue can you please contact Shopify support team

If helpful then please Like and Accept Solution.
Want to modify or custom changes on store Hire me.
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bloodyrosebtq
Excursionist
32 1 23

I contacted phone support and I performed all the troubleshooting steps. The agent said there is nothing that there is nothing more that they can do to help. The agent told me to log a bug report within the Shopify application and that someone will get back to me at sometime in the future. In the meantime this tap & chip device is dead.

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Bloody Rose Boutique
Austin, TX
bloodyrosebtq
Excursionist
32 1 23

This is an accepted solution.

Here is the response from support after reporting this through the application.

Unfortunately metallic cards can literally break readers when inserted into the chip slot. This is due to the fact that metallic cards are thicker (0.8mm vs 0.76mm) than the industry standard for credit cards. Assuming that the two red lights you mention are the outer ones this means that your reader has interpreted the pressure caused by the card's thickness as an attempt to pry it open and this has triggered a built in security feature which puts the reader into an unusable state.

There is no way to fix this, but we can replace your reader.

 

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Bloody Rose Boutique
Austin, TX
Escritoesta
Visitor
1 0 0

Hi, I have the same problem since the equipment arrived in the mail. I reported it to Shopify, but they never responded to me. How can I request a replacement?

eatsprout
Tourist
5 0 3

Has anyone come up with a solution? I am ready to stop accepting AMEX because we have broken 3 readers in the last few months.