Troubleshooting the Shopify Tap & Chip card reader

Use this guide to troubleshoot common issues with the Tap & Chip card reader. Complete Step 1: General troubleshooting for the Tap & Chip Card Reader before you select the specific issue you're experiencing. If the troubleshooting steps don't resolve the issue, then you can send a report to Shopify Support.

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.

Note

If you're based in France and activated Shopify Payments prior to November 12, 2024, then you must review and update your personal and account representative information before you can receive in-person payments using Shopify POS. You can complete the setup from the POS Overview section of your Shopify admin.

Step 1: General troubleshooting for the Tap & Chip reader

Complete the following general troubleshooting steps for Tap & Chip card reader issues:

• 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.
• 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.
• Make sure 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.
• 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.
• Verify that your device has location services turned on and that the Shopify POS app has the necessary permissions to access your device's location.
• 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.
• Perform a pinhole reset of your reader. The pinhole is located next to the charging port on your reader. Wait for the card reader's status lights to blink 4 times to indicate that the reader is connected.

Step 2: Select the Tap and Chip reader issue

Select the Tap & Chip card reader issue and follow all troubleshooting steps.

Troubleshoot pairing issues

If you can't pair your Tap & Chip card reader, then troubleshoot the connection with the following 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
• If you use a micro-USB connection with an Android device, then unplug the reader and re-plug it in.
• 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.
• Verify that your Tap & Chip 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 Tap & Chip 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 Tap & Chip card reader can only pair to one device at a time.
• Force close the POS app and re-open it.
• Make sure that Shopify Payments isn't in test mode and that there are no notes that state that charges are deactivated.

Troubleshoot connection issues

If your Tap & Chip card reader disconnects from your POS device, then troubleshoot the connection with the following steps.

Steps:

1. 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
2. From the Shopify POS app, tap the connectivity symbol in the navigation.
3. Confirm whether the card reader is listed on the device information page. If it's listed as a device, then tap Forget card reader.
4. 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.
5. Deactivate Bluetooth on your device.
6. Turn the device off completely for at least 3 minutes.
7. Perform a pinhole reset of your reader. The pinhole is located next to the charging port on your reader.
8. Turn the device back on and re-activate Bluetooth in the device settings, but make sure to not re-pair the reader.
9. Open the Shopify POS app, and then complete the card reader pairing steps.

Troubleshoot over-the-air update issues

If you update the card reader through your Shopify POS app and the update freezes or fails, 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. Force close the POS app and re-open it.
4. From Shopify POS, unpair the card reader, and then pair the card reader to Shopify POS again.
5. Restart the card reader update.

Troubleshoot payment acceptance issues

If your card reader isn't processing payments, then troubleshoot with 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.
• 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.
• Verify that Shopify Payments test mode is turned off and that there are no notes that say your charges are deactivated.

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.

Troubleshoot chip card issues

If the card reader doesn't respond when you insert a card, then you need to clean the chip slot.

Note

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.

Steps:

1. Fold a piece of paper to be the same thickness as a credit card.
2. Insert the folded piece of paper into the chip slot and move the paper side-to-side and back-and-forth.
3. 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.

Troubleshoot two flashing red lights

If the first and fourth light flash on your Tap and Chip card reader, then the reader is tampered and can no longer be used. You can request a replacement for tampered Tap and Chip card readers:

• To process a replacement for United States or Canadian orders before June 13, 2024 (orders ending in HWS), use this Shopify replacement portal.
• To process a replacement for Canadian orders after June 13, 2024 (orders ending in CA), use this Shopify replacement portal.
• To process a replacement for United States orders after June 13, 2024 (orders ending in US), use this Shopify replacement portal.

You'll need your original order number found in the order confirmation email. If you can't find your order number, then you'll need to contact Shopify Support.

Step 3: Send a report to Shopify Support

If your card reader still isn't working after following the general troubleshooting steps and the specific issue troubleshooting steps, then you can contact Shopify Support.

From your Shopify POS app, tap > Support > Contact support.