Is the reader connected to the same network as the admin device (laptop, iPad)?
Does the network have firewalls? (Tech Director “OK” the MAC address, which is located within the diagnostics tab in the card reader)
Is the wifi connection strong?
Is the appropriate reader selected at the checkout page?
Is the reader appropriately charged? (that has actually happened…twice!)
Are all of the settings correct as well as a connected Stripe account? Is ticketing actually turned on for the event?
Does the main screen on the reader say “Bound - Powered by Stripe”? If just Stripe you may need to reset the reader by deleting from the admin and re-adding with a new code.
The device is too old to pair with the reader appropriately and you would likely see an error message about a DNS setting when trying to process a card. Best option is to find a newer device or one that doesn’t give that error.
After processing a card and getting a success message on the reader, the admin spins and doesn’t reset for the next transaction within 5 seconds. You have a poor internet connection or firewalls preventing free flow of info.
If it seems like the reader is “stuck”, treat it like a phone and shut it off for 30-60 seconds. It essentially is a phone and sometimes needs a hard refresh.
Generate a new reader pairing code in settings on the reader. Add the reader again to the admin with the new pairing code. When testing at checkout if you get an error again, refresh the checkout page and try again. (Use our chat feature for help with this if needed. We can also get on a call with the school - takes about 5 min to test)
When your network needs both “username” and “password” but the reader isn’t allowing for the username by just clicking on “network” in Admin options on your reader. Steps to follow for your fix:
a. Go to your Admin options page on your reader
b. Tap on Diagnostics
c. Scroll down to the 4th option from the bottom. “Network Diagnostics - Launch system network settings” - tap on that
d. It will take you to the network page and now the network you select will allow for username and password input.