Card Reader - Troubleshoot

Important Notes:

  • Ensure the device is fully charged before use.
  • Ensure the card reader is nearby to ensure strong connection.

Turn the reader on and off 

You can turn on the PocketSuite card reader by pressing and releasing the power button. The status light turns on to indicate power. The reader waits for a connection, after 5 min of inactivity (not paired) the card reader will turn itself off. To manually turn off, press and hold the power button until the unit/status light powers off.

NOTE: You don’t need to turn off the reader to conserve power.

Standby mode:

When the reader connects to the PocketSuite app, the card reader status light reflects as a steady blue. If inactive for more than 30 seconds, the reader enters standby mode to conserve power. If this happens, the status light begins flashing in 5-second intervals. The reader stays connected to your iOS or Android device while in standby and automatically exits standby mode when you resume activity.

NOTE: The reader automatically turns off after 10 hours of inactivity. 

How do I connect/pair my card reader to my phone?

The card reader does not connect through your phone's bluetooth, instead the card reader connects directly to the PocketSuite app.

To start, make sure your card reader is not connected to your phone's bluetooth. If it is, please forget or disconnect device from the bluetooth settings. Also, make sure your card reader is turned off. 

Open your PocketSuite app and on the homescreen, tap on charge.

You'll want to select the client's name and add the charge amount or items. Tap on next and you will see a connecting screen. On this screen, turn on the card reader. You should see a blinking blue light which means it is pairing with the app. This should only take a couple seconds. Once paired, you will see a connected screen to move forward with the charge. 

How long will my Card Reader’s battery last?

With typical usage, you will only need to charge the reader fully once per day. We recommend charging overnight.

My card reader is unresponsive?

If your card reader ever becomes unresponsive, first start by restarting your device. If the issue persists, please follow the steps below:

  • Please use a paperclip to press the reset button at the bottom for reboot.
  • Please ensure you verify connection with app after reset is complete
  • If not, run through the standard setup process

My card reader is not processing payments?

If your card reader ever becomes unresponsive, first start by restarting your device. If the issue persists, please follow the steps below:

  • Please press the power on button to turn on the device again. The device will automatically connect with your smartphone or tablet again. 
  • The device may be at lower battery level, please use the USB cable to recharge it, then retry. 
  • Please ensure the device or smartphone/tablet is within the reception range. Swiping or inserting card 
  • Please check if the device has power when operating and ensure devices are connected. 
  • Please check if the application instructs to swipe, insert or tap card. 
  • Please ensure that there is no obstacle in the card slots. 
  • Please check if the magstripe or chip of the card is facing the right direction when swiping or inserting card. 
  • Please ensure that your phone/ tablet is a supported model for this device’s operation. 
  • Please swipe or insert card with a more constant speed. Tap Card 
  • Please check if your card supports NFC payment. 
  • Please ensure if your card is placed within 4 cm range on top of the NFC marking. 
  • Please take out your NFC payment card from wallet or purse for payment to avoid any interference.

Status light 

Whenever the card reader is turned on, the LED located beside the power button shows the reader’s current status.

The small LED on the front of the reader is the transaction status indicator. 

LIGHT MEANING:

None

The reader is off

Flashing blue every second

The reader is on and ready to connect to a device. (Will turn off after 5 min.)

Multicolored flashing

The reader has been discovered using Bluetooth Proximity and is ready to connect.

Steady blue

The reader is connected to a device.

Flashing blue every 5 seconds

The reader is in standby mode. (Will remain in standby for 10 hours after app connection)

Alternating red and magenta

The reader is charging.

Flashing red

The reader’s battery is low.

Rapidly flashing blue and orange

The reader has finished installing a software update. If the reader is unresponsive after the update completes, restart the reader by turning it off and on.

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