Troubleshooting the Chipper 2X BT card reader

Learn how to troubleshoot common issues with the Chipper 2X BT card reader.

Troubleshoot the Chipper 2X BT card reader

If your card reader isn't working, then investigate the following basic checks before moving to issue-specific troubleshooting:

Verify that you meet the requirements to use the Chipper 2X BT 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 you're offline.
In the Shopify POS hardware settings, make sure that the card reader is listed as a connected device. If the card reader isn't connected, then pair the card reader with your device.
Check your firewall settings.
If the reader requires a software update, and the reader doesn't have at least 50% of its battery charged, then the reader won't connect to Shopify POS. Connect the reader's charger and allow it to charge to at least 50% of its battery before reconnecting the reader to Shopify POS.
Make sure that your device has location services turned on and that the Shopify POS app has the necessary permissions to access your device's location.
Make sure Shopify Payments test mode is turned off.
If you connect your reader using Bluetooth, then make sure that your device has Bluetooth activated and that Shopify POS has the necessary permissions to access the device's Bluetooth.
If you use a micro-USB connection, then unplug the reader and re-plug it in.
If you use a Retail Stand, then try undocking the tablet and redocking the tablet.
If you use a micro-USB cable, then try connecting the reader using Bluetooth. If you have an Andorid tablet and you're connecting the reader using Bluetooth, then try connecting the reader using a micro-USB cable.

Troubleshoot a card reader update

If Shopify POS is updating the card reader and the update freezes, then follow these troubleshooting steps.

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.

If your card reader isn't working after you've completed these troubleshooting steps, then send a report to Shopify Support by tapping the ☰ symbol > Support > Report a bug. Support will contact you based on your report.

Troubleshoot payment acceptance

If your card reader seems to be working, but isn't processing payments, then investigate the problem using the following steps:

Make sure that you're inserting the card correctly.
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.
The Chipper 2X BT card reader can't process card transactions when Shopify Payments is in test mode. You must deactivate test mode to complete a transaction with a credit card. Learn more about processing test transactions with Shopify POS.
Try a reset of the card reader. After locating the pinhole next to the charging port on the bottom of the reader, 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.

Further troubleshooting tips before sending a report to Shopify Support

If your card reader isn't working, then make sure you review these steps before sending a report to Shopify Support:

Never blow into the chip slot, as the saliva particles can corrode the chip contacts.
Don't use an adhesive, such as a sticky note or tape, as this can leave residue that can collect debris.
Use a can of compressed air to dislodge any debris inside the chip slot.
Use isopropyl alcohol and thin cotton swabs to gently clean the contacts in the chip slot.

If your card reader isn't working after you have completed these troubleshooting steps, then send a report to Shopify Support by tapping the ☰ symbol > Support > Report a bug. Support will contact you based on your report.