Troubleshooting the Stripe Card Readers

1. Quit the Evvnt Gate App completely.
2. Confirm the Evvnt App has location permissions enabled.
3. Confirm that the card reader isn’t physically damaged.
4. Long press the power button to power the device off: hold power until all 4 green lights show and then the lights will turn off one by one.
5. Click the power button to turn the reader on. You will see the first green dot light-up followed by a sound like "dooo-beep-beep"
6. If the card reader is not responding to button presses, ensure the card reader is charged.
   
   • Go ahead and plug the card reader into the charging cable; if the status light on the device is red, that means the device is charging. A full charge takes roughly 2 hours.
   • Once the light changes to green, that means the card reader is fully charged, and you’re good to retry the aforementioned troubleshooting steps. 
   • If the card reader doesn't seem responsive, try charging with a different micro-USB cable, power cube, and outlet. If no luck still, please proceed to the next step.
7. Delete and re-install the Evvnt App, and re-attempt reader connection.

If you are having a specific issue with your card reader, below are recommendations on how to resolve the issue.

IF THE READER WILL NOT CONNECT IN THE APP

• Press and hold the power button to turn off the reader. Then click the power button to restart your card reader.
• From your phone or tablet, add tickets to an order and head to checkout. Select the option to read a card.
• See if you can find the card reader's serial number (shown on back of card reader) in your "Scanned Device List". Seeing the card reader in this list indicates that the device has been paired with your phone or tablet.
  • Note: Bluetooth will need to be turned on to use the card reader, however you should not pair the card reader with Bluetooth in your settings, instead pair it in the app when asked.

IF THE CARD READER LOST THE CONNECTION WITH YOUR SMARTPHONE OR TABLET WHEN THE CARD READER IS AUTO-OFF

• Press the power button to turn on the card reader back on. The card reader will automatically connect to your phone or tablet again. 
• The card reader may be at a lower battery level. Use the USB cable to recharge it, then retry. 
• Ensure the card reader (as well as your phone or tablet) is within the reception range. 

IF THE CARD READER DOES NOT WORK WITH YOUR PHONE OR TABLET

• Ensure that your phone or tablet has Bluetooth turned on.
  • Note: Bluetooth will need to be turned on to use the card reader, however you should not pair the card reader with Bluetooth in your settings, instead pair it in the app when asked.
• Double-check to make sure you have the newest version of the Evvnt App installed. You can check this by going to your app store, searching Evvnt, and checking if there is a new app version available.
• Ensure that location permissions are enabled for the Evvnt App.

IF THE CARD READER CANNOT READ YOUR CARD SUCCESSFULLY

• Press the power button to turn the card reader on. The card reader will automatically connect with your phone or tablet if it has previously been connected. 
• Double-check that the card reader isn't low on battery. 
• Ensure the card reader is within reception range. 

IF THE CARD READER HAS NO RESPONSE

• Use a pin or paperclip to reset the card reader using the reset button at the bottom of the device.  Hold the reset button with the pin for a full 30 seconds.

Swiping or inserting cards

• Make sure the card reader has power and that your phone or tablet is connected. 
• Ensure there isn't anything blocking the card slots. 
• Make sure the magstripe or chip of the card is facing the right direction when swiping or inserting the card. 
• Swipe or insert card with a more constant speed. 

Tap card 

• Make sure the card supports tap. 
• Make sure the card is within a 4cm range of the tap icon on the card reader.
• If the card is in a wallet or purse, remove it and tap directly on the card reader to remove any interference. 

CARD READER INDICATOR LIGHTS AND SOUNDS

On both card reader types, there are LED lights that indicate the card reader's status. When processing a payment, you will see the lights respond to the card and you'll also hear some beeping from the card reader.

For both card readers, here is how the lights and beeps indicate status:

Beyond this payment flow, each card reader has additional lights that might indicate other statuses. 

BBPOS (BLACK CARD READER) INDICATORS 

• No light:The card reader is not turned on.
• Solid blue:The card reader is connected to your mobile device. The card reader will stay connected to your device for 30 seconds before going into standby mode.
• Flashing blue (1 second apart):The card reader is turned on and ready to connect to your mobile device. The card reader will wait to be connected for 5 minutes before powering off to save battery life.
• Flashing blue (every 5 seconds):The card reader is in standby mode. After 10 hours of inactivity, the card reader turns off to save battery life.
• Solid red:The card reader is either charging or turning on.
• Flashing red:The card reader's battery is low.
• Quickly flashing blue and red:The card reader is finished installing a software update.
• 4 LEDs on + 1 beep:Successful card reading.
• 2 beeps:Error.

M2 DEVICE (WHITE CARD READER) INDICATORS

• No light:The card reader is not turned on.
• First LED light flashing:Connecting to your phone or tablet.
• First LED light on:Ready to read cards.
• 4 LEDs on:Successful card reading.
• 1 beep:Transaction complete.
• 2 beeps:Error.