Card reader not working
What each card reader message means, and how to keep taking payments while you fix it.
Bar and floor staff, managers
Some tills send card payments straight to a linked card reader. If yours doesn't, staff take the card on a separate terminal and record it on the till. See Take a card payment.
Quick checks
- Make sure the card reader is switched on and charged.
- Check the reader is connected to your venue's wifi, and that the till has internet. Open another page on the tablet to test it.
- Tap the Refresh icon (the two curved arrows) in the top bar to reload the till, then try the payment again.
- A manager can open Admin > Card readers and tap Send test to reader to check the reader responds.
What the message means
| Message on the till | What to do |
|---|---|
| The card reader is offline. Check its wifi, or take cash. | The reader isn't connected. Check it's on and on the venue wifi, then try again. |
| The card reader is busy. Wait a moment. | The reader is still finishing something. Wait a few seconds, then try again. |
| Card payments are unavailable right now. Take cash, or try again shortly. | Card payments can't be reached for the moment. Take cash, or try again in a few minutes. |
| Card declined | The customer's bank declined the card. Try again, or ask for another card or cash. |
| The till lost touch with the card payment. Check the reader, then cancel and try again. | Look at the reader to see whether the payment went through, then cancel on the till and start again. |
| No card reader is set up on this till. | A manager can add one in Admin > Card readers. |
A card was charged but the sale didn't finish
If the till says A card payment was taken but its sale was never finished, the customer's card was charged. Don't charge them again. Finish the sale again on the till, or ask a manager to refund the card.
Still not working?
Message us from the till with Support chat, or contact support and choose Card readers / Stripe. Tell us the exact message on the till and the time it happened.