Tap works fine, but when inserting card to chip reader it will not read, goes to payment options

[EhHeeRunner]

A few weeks ago we started having a problem with our wireless chip reader and found that the tap payments work fine, but if it is not a 'tap' card and we insert it, the app takes us to the payment options screen (cash, manual, gift card, etc.) and will not read the card in the reader. We end up having to manually enter these cards and it really slows us down. We also tried the swiper and get the same problem. Help!

[JK_Fiber_Art]

Hi EhHeeRunner,

Before inserting a card, are you first tapping the Charge button - right after doing that, you should see green LEDs on your reader - after that, insert the card.  We had an issue with tapping Credit Cards and Apple Pay (via iPhones and Watches) because we didn't hit the Charge button first and were not seeing the LEDs light up on the reader first.  Seems this was an operator error on our part - now no issues.  Once we see the green LED's on the reader, then either inserting the card or tapping works.

Note, if what you're doing is OK - it may be a hardware issue - just a thought.

JK

[EhHeeRunner]

Thanks, JK. We have tried all those. 

Funny it knows the card is in it, and sometimes it will go through, just not reliable.  We tried the reader on 2 phones and tablet and all get the same results. 

I thought it may be a software problem, but maybe it is hardware? We don't use it that much, so hard to believe we wore it out.... 

[JK_Fiber_Art]

Since you tried the reader with other devices and the results are the same, best guess at this point is there's an issue with the reader.  Troubleshooting can be a challenge but, if you can reproduce the same issue with other devices, then that gives you a good idea of what's going on.

JK