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Troubleshooting the Credit Card Reader

We're sorry you are having trouble with your Credit Card Reader.  First, let's review some Credit Card Swiping Suggestions, including a helpful video from MagTek.  MagTek manufactures the iDynamo Credit Card Reader that is used with the POS app.  It's important to note that the Credit Card Reader for our POS app is uniquely encrypted to work with our POS app.  If you purchased a credit card reader from some other source, it will not work with our POS app.  If you need to purchase the Credit Card Reader, you can do that from the Back Office by clicking on your user name and clicking Buy Hardware (if your user role grants you access to this feature). 

If you are still having issues, let's walk through each of these procedures to troubleshoot the source of the problem:

Step 1:  Check the POS App & Your iOS Device

Step 2:  Check your Internet Connection

Step 3:  Check the Credit Card Reader

Step 1:  Checking  the POS App & Your iOS Device

Identify the version of your iOS device.  If you are not sure which version you have, open an Internet browser and type http://support.apple.com/kb/HT1329 in the Address bar and locate the directions for the type of your iOS device.

User-added image
 

  • iPad
The POS app works on the 1, 2, 3, and 4 versions.

There are some known issues with the version 1 iPad.  If you are using this version, we recommend you update to at least a version 2.

If you are using the version 4 of the iPad, you have the new Lightning connector.  The MSR that our POS app uses does not have a Lightning connector yet, so you will need to use a 30-pin to Lightning adapter.  This adapter connection opens another opportunity for a potentially less secure connection between hardware devices.

  • iP hone
The POS app works on the iPhone 3GS and newer.  If you are using an iPhone 5, you have the new Lightning connector.  The MSR that our POS app uses does not have a Lightning connector yet, so you will need to use a 30-pin to Lightning adapter.  This adapter connection opens another opportunity for a potentially less secure connection between hardware devices.
  • iPod Touch
The POS app works on the iPod Touch 3rd generation and newer.   If you are using a 5th generation iPod Touch, you have the new Lightning connector.  The MSR that our POS app uses does not have a Lightning connector yet, so you will need to use a 30-pin to Lightning adapter.  This adapter connection opens another opportunity for a potentially less secure connection between hardware devices.

 

Need to update your iOS?

 

  • If you suspect your iOS version is out-of-date, tap General to go back and then tap Software Update.  Your device will display your current version and alert you if there is an update available.  If you need to update to the latest version, do that now and then return to this topic to continue troubleshooting, if necessary.

  • Identify the version of the POS app by logging out of the POS app and tapping User-added image in the upper-right corner of the screen.  You can check for the latest version of the POS app by checking the App Store.

If you have completed this procedure, and you are still experiencing problems with the Credit Card Reader, continue with Checking Your Internet Connection.

 

Step 2:  Checking Your Internet Connection

So, now we've checked the POS app and your iOS device, let's continue by troubleshooting your internet connection.

 

  1. Do you see the  User-added image at the top of the POS app window?  If not, check the Wi-Fi settings  on your device and then continue with step 2.

  2. Do you see the No Connection message after you swipe the card?

  3. Let's check to see if you can access a website.  Open Safari on your iOS device and go to the Google website and search for MagTek.  (We want to make sure you aren't opening a website that you might have in your internet browsing history).  If the website doesn't open, this means there is a problem with your internet connection (and not the POS app).  Either reset your router or call your internet service provider or local IT specialist for assistance.  When you've done that, come back here to continue troubleshooting, if necessary.

Step 3:  Checking the Credit Card Reader

So, now we've checked the POS app, your iOS device, and your internet connection.  Let's take a look at the actual Credit Card Reader now.  When completing this procedure, please wait at least 5-10 seconds between each step to ensure the system has time to complete its internal checking.

 

  1. Unplug the Credit Card Reader charging cable.

  2. Check to ensure you are using the correct Credit Card Reader adapter for your device.

  • iPhone 4 and 4S
User-added image
 
  • iPhone 3G & 3GS
User-added image
NOTE:  This is the iPhone 3 adapter and a smaller adapter that slips onto it.

  • iPod Touch 2nd, 3rd, and 4th generation

 

  • For a 3rd generation iPod Touch, make sure the side of the smaller adapter labeled 3rd GEN is facing inside.

  • For a 4th generation iPod Touch, make sure the side of the smaller adapter labeled 4th GEN is facing inside.

  • For a 2nd generation iPod Touch, do not use the smaller adapter.
 
  • iPad 1

User-added image
 

  • iPad 2 and iPad 3

User-added image
 


 
  1. Remove the credit card reader and inspect it for any damage and then go to the Home screen and verify you see the Scanner: not connected message in the bottom-right corner.

  2. Re-attach the Credit Card Reader and go to the Home screen and wait until you see the MagTek:  Connected message in the bottom-right corner.

  3. Start a new ticket and tap Checkout.

  4. Tap the Tap here if reader isn't working button to have the POS app try to re-initialize the Credit Card Reader.

  5. Tap OK and try swiping the card again.

  6. If it still isn't working, let's clear the cache on your iOS device.  Do this by double-tapping the Home button your iOS device.  Wait for all the open apps to appear at the bottom of the screen.  Tap and hold on one of the app icons until they begin to shake.  Tap each icon to close all the open apps.

  7. Start at step 4 of this procedure to see if this resolved the problem.

  8. If it still isn't working, remove the Credit Card Reader from your iOS device.

  1. Reset your iOS device by pressing the device's Home button and the Sleep/Wait button simultaneously until the silver Apple icon appears.  If your device is in portrait mode, the Home button will be at the bottom of the device, and the Sleep/Wait button will be at the top-right of the device.

  2. Once the iOS device resets, start the POS app and re-attach the Credit Card Reader to your iOS device and start at step 4 of this procedure to see if this resolved the problem.

If your Credit Card Reader is still not working, please call Customer Care at 1-877-270-3475.

keywords: credit card reader, troubleshooting credit care reader, hardware issues


 
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