Troubleshooting the Shopify Tap & Chip Card Reader for common issues and solutions

If you're experiencing difficulties with Tap & Chip Card Reader device updates, payment acceptance, or general connectivity, then you can use the instructions on this troubleshooting guide to diagnose and resolve issues with your Shopify Tap & Chip Card Reader device.

Note

The Tap & Chip Card Reader is exclusively available in the United States. For businesses located outside of the United States, review the supported card readers for Shopify POS by region help article to find a card reader that's compatible and available for your specific region.

Troubleshoot the Tap & Chip Card Reader

If your card reader isn't working, then investigate with the following troubleshooting steps:

• Verify that you meet the requirements to use the Tap & Chip 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.
• Attempt a pinhole reset of your reader. The pinhole is located on the top of the reader, next to the power button. Insert a thin pointed object, such as the end of a paper clip, into the hole and press down for five seconds to reset the reader. Wait for the card reader's status lights to blink 4 times to indicate that the reader is connected.
• If you use a USB-C cable, then try connecting the reader using Bluetooth. If you have an Android tablet and you connect the reader using Bluetooth, then try connecting the reader using a USB-C cable.

If your card reader's still not working, then from your Shopify POS app, send a report to Shopify Support by tapping ☰ > Support > Report a bug. Shopify Support will contact you after the report has been submitted.

Troubleshoot a card reader update

If you update the card reader through your Shopify POS app and the update freezes, then you must pair the card reader to a different device and try again.

Steps:

1. Make sure the reader is plugged into a power source and its battery is charged to at least 50% of its capacity.
2. Make sure you use the latest version of Shopify POS and that your device is connected to internet.
3. Close and reopen the Shopify POS app on your device.
4. From Shopify POS, unpair the card reader, and then pair the card reader to Shopify POS again.
5. 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 isn't processing payments, then investigate the problem using the following steps:

• Make sure that you insert 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 Tap & Chip 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.

Note

A single Interac card tap transaction cannot exceed $250 CAD. For transactions above this amount, the customer needs to insert the card and enter their PIN.

For further security, Interac cards also have a cumulative Interac tap spend limit. This limit applies to the sum of all Interac contactless transactions made with the card from the last time the customer entered their PIN. When this limit is reached, the customer needs to insert the card and enter their PIN, which authorizes the purchase and resets the Interac tap spend limit.

Apple Pay or Google Pay Interac transactions don't have a tap spend limit.

• Force quit the Shopify 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.
• Attempt a pinhole reset of your reader. The pinhole is located on the top of the reader, next to the power button. Insert a thin pointed object, such as the end of a paper clip, into the hole and press down for five seconds to reset the reader. Wait for the card reader's status lights to blink 4 times 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 is still not working, then send a report to Shopify Support by tapping ☰ > Support > Report a bug. Support will contact you after the report has been submitted.