Troubleshooting the Shopify Tap & Chip card reader

If your POS hardware doesn't connect through the Shopify POS Hub, then complete the Shopify POS Hub troubleshooting steps.

If you can't pair your Shopify Tap & Chip Card Reader, then troubleshoot the connection with the following steps:

• Review the following permissions in your device's settings for Shopify POS:
  • iOS and Android: Location is set to When using this app
  • iOS and Android: Camera is On or Allowed
  • iOS: Local Network is On
  • iOS: Background app refresh is On
  • iOS: Allow Cross-Website Tracking is On

• If you use a micro-USB connection with an Android device, then unplug the reader and re-plug it in.
• If you use a USB-C cable, then try connecting the reader using Bluetooth. If you have an Android tablet and you connect the reader using Bluetooth, then try connecting the reader using a USB-C cable.
• Verify that your Shopify Tap & Chip Card Reader is charged above 50% battery. If it's not, then charge it to above 50% before trying to pair it again. The reader might experience issues pairing with less than 50% battery, even if it's plugged in.
• Verify whether the Shopify Tap & Chip Card Reader is connected to a different device. If it is, then unpair it from that device before trying to pair it with a new device. The Shopify Tap & Chip Card Reader can only pair to one device at a time.
• Force close Shopify POS and re-open it.
• Make sure that Shopify Payments isn't in test mode and that there are no notes that state that charges are deactivated.

If your Shopify Tap & Chip Card Reader disconnects from your POS device, then troubleshoot the connection with the following steps.

Steps:

1. Review the following permissions in your device's settings for Shopify POS:
   • iOS and Android: Location is set to When using this app
   • iOS and Android: Camera is On or Allowed
   • iOS: Local Network is On
   • iOS: Bluetooth is On
   • iOS: Allow Cross-Website Tracking is On
2. From Shopify POS, tap .
3. Confirm whether the card reader is listed on the device information page. If it's listed as a device, then tap Forget card reader.
4. From the device's Bluetooth settings, confirm whether the card reader is listed. If it's listed as a device, then tap to forget it.
5. Deactivate Bluetooth on your device.
6. Turn the device off completely for at least 3 minutes.
7. Perform a pinhole reset of your reader. The pinhole is located next to the charging port on your reader.
8. Turn the device back on and re-activate Bluetooth in the device settings, but make sure to not re-pair the reader.
9. Open Shopify POS, and then complete the card reader pairing steps.

If you update the card reader through your Shopify POS app and the update freezes or fails, then you must pair the card reader to a different device and try again.

Steps:

1. Make sure the reader is plugged into a power source and its battery is charged to at least 50% of its capacity.
2. Make sure you use the latest version of Shopify POS and that your device is connected to internet.
3. Force close the POS app and re-open it.
4. From Shopify POS, unpair the card reader, and then pair the card reader to Shopify POS again.
5. Restart the card reader update.

You can also try the update on a cellular connection by using mobile data. This bypasses issues with IPs that are restricted by your internet provider. You might have to retry the update multiple times before it completes.

If your card reader isn't processing payments, then troubleshoot with the following steps:

• Make sure that you insert the card correctly.
• Make sure that the device has location services turned on and that the Shopify POS app has the necessary permissions to access the device's location.
• Force close the POS app and then turn off the device. Turn the device back on, open Shopify POS, and make sure that the card reader has reconnected. When the card reader's status light indicates that the reader is connected, try another payment.
• Verify that Shopify Payments test mode is turned off and that there are no notes that say your charges are deactivated.

If the card reader doesn't respond when you insert a card, then you need to clean the chip slot.

Steps:

1. Fold a piece of paper to be the same thickness as a credit card.
2. Insert the folded piece of paper into the chip slot and move the paper side to side and back and forth.
3. Remove the paper from the slot, and then use a can of compressed air to clean out the chip slot.

If these steps don't work, then use isopropyl alcohol and thin cotton swabs to gently clean the contacts in the chip slot.

If the first and fourth light flash on your Shopify Tap & Chip Card Reader, then the reader is tampered and can no longer be used. You can request a replacement for tampered Shopify Tap & Chip Card Readers:

• To process a replacement for a tampered device, use our Shopify replacement portal.

You'll need your original order number found in the order confirmation email. If you can't find your order number, then you'll need to contact Shopify Support.