Troubleshooting the Chip & Swipe card reader
Use this guide to troubleshoot common issues with the Chip & Swipe card reader. Complete Step 1: General troubleshooting for the Chip & Swipe card reader before you select the specific issue that you're experiencing. If the troubleshooting steps don't resolve the issue, then you can send a report to Shopify Support.
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Step 1: General troubleshooting for Chip & Swipe card reader
Complete the following general troubleshooting steps for Chip & Swipe card reader issues:
- Verify that you meet the requirements to use the Chip & Swipe card reader.
- Verify that you have an internet connection. Shopify POS needs to connect to the internet through Wi-Fi or your device's cellular data to process payments. If you can't connect to the internet, then you need to use a different payment type during the time that you're offline.
- Verify that the card reader is listed as a connected device in the POS app by tapping the connectivity icon in the navigation. If the card reader isn't connected, then pair the card reader with your device.
- Check your firewall settings.
- Make sure that the Shopify POS app is up to date.
- Make sure that your device is up to date:
- To update your iOS device, go to your device's settings, and then tap General > Software Update. If there's an update available, then you can tap Update now.
- To update your Android device, go to your device's settings, and then tap Software update. If there's an update available, then follow the on-screen instructions to install it.
- Verify that Bluetooth on your Shopify POS device is turned on.
- Verify that the POS app has permission to connect to Bluetooth in your device settings.
- Try a reset of the card reader. Locate the pinhole next to the charging port on the bottom of the reader and insert a thin pointed object such as the end of a paper clip into the hole. Press down for five seconds to reset the reader. Wait for the card reader's status light to indicate that the reader is connected before using it for another payment.
Step 2: Select the Chip & Swipe card reader issue
Select the Chip & Swipe card reader issue and follow all troubleshooting steps.
Troubleshoot pairing issues
- If you use a micro-USB connection with your Android device, then unplug the reader and re-plug it in.
- If you use a Retail Stand, then try undocking the tablet and redocking the tablet.
- Verify that your Chip & Swipe 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 Chip & Swipe 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 Chip & Swipe card reader can pair only to one device at a time.
- Force close the POS app and re-open it.
Troubleshoot connection issues
If your Chip & Swipe card reader disconnects from your POS device, then troubleshoot the connection with the following steps for iOS or Android.
Steps:
Review the following permissions in your device's settings for your Shopify POS app:
- 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
From the Shopify POS app, tap the connectivity symbol in the navigation.
Confirm whether the card reader is listed on the device information page. If it is listed as a device, then tap Forget card reader.
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.
Deactivate Bluetooth on your device.
Turn the device off completely for at least 3 minutes.
Try a reset of the card reader. Locate the pinhole next to the charging port on the bottom of the reader and insert a thin pointed object such as the end of a paper clip into the hole. Press down for five seconds to reset the reader. Wait for the card reader's status light to indicate that the reader is connected before using it for another payment.
Turn the device back on and re-activate Bluetooth in the device settings, but make sure to not re-pair the reader.
Open the Shopify POS app, and then complete the card reader pairing steps.
Troubleshoot over-the-air update issues
Steps:
- Make sure the reader is plugged into a power source and its battery is charged to at least 50% of its capacity.
- Make sure you're using the latest version of Shopify POS.
- Close and reopen the Shopify POS app on your device.
- From Shopify POS, unpair the card reader, and then pair the card reader to Shopify POS again.
- Restart the card reader update.
Troubleshoot payment acceptance issues
- Make sure that you insert the card correctly.
- Verify that Shopify Payments test mode is turned off.
- 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.
Troubleshoot chip card issues
Steps:
- Fold a piece of paper to be the same thickness as a credit card.
- Insert the folded piece of paper into the chip slot and move the paper side-to-side and back-and-forth.
- 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.
Step 3: Send a report to Shopify Support
If your Chip & Swipe card reader still isn't working after following the general troubleshooting steps and the issue's troubleshooting steps, then you can contact Shopify Support.
From your Shopify POS app, tap 
> Support > Contact Support.