Why is my POS system's tap and chip reader not charging or pairing?

[bokettowellness]

The tap and chip reader for my pos system is not charging and will not pair. Please advise.

[Victor]

Hi @bokettowellness,

If the tap and chip reader is not charging or pairing, it may be in a frozen state and will need to be reset. This is how you can reset the device:

• Locate the rest hole at the top of the reader, which should be to the left of the USB-C port.
• Insert a paper clip or other similar size object into the hole.
• Hold down for 5~ seconds until the indicator lights reset.
• The bluetooth connection should be be reset, and you can re-pair the device.

Please let me know if this works for you or if you still have issues after performing a reset.

[RichMtnFiber]

My card reader is not charging. I am down to 27% battery. I did everything listed above and it did not help. 

[Victor]

Hi @RichMtnFiber,

I'm sorry to hear that you're having this issue. Can you please confirm which reader you're using, and which country you are based in?

I would recommend contacting our Retail support team directly through the Shopify Help Center. If you head to that link, you can choose Store management > Retail and Shopify POS before choosing to call or chat in with our team. They'll be able to troubleshoot further and let you know what your options are.

[ljfxiki]

I just got my tap and chip reader today, and I have had it on the charger for 30 mins and I have no lights at all when it's charging, when I push the power button, and obviously when I try to pair it. I found this suggestion and tried to reset it, and there does not seem to be a reset button in the reset hole by the port. When I put the paperclip in, it hits bottom and it's solid. 

[Victor]

Hi @ljfxiki,

I am sorry to hear that your new Tap & Chip reader isn't working as it should and thank you for notifying us of this here. If you've been unable to reset the reader (and no lights are showing), please contact our Retail support team directly and this issue can be escalated to our technical department for review. They can look into the issues you're seeing with the reader and investigate further. You can reach out to us directly via the POS app or through the Shopify Help Center.