Magtek Card readers are a great payment option and we have found that they work excellent in many locations. The biggest issues we have seen are listed below along with steps that can be used for troubleshooting and getting the readers working again.
1. Power button wont depress/missing: There is nothing we can do to fix this over the phone. We can replace these under the warranty process. Please email support@touchpoint.io with the serial number and noting what is happening with the power button to begin the replacement process.
2. Updating card readers: The first step whenever troubleshooting is to update the card readers. This needs to happen regularly to keep things running smoothly due to updates from credit card companies. Please follow the instructions in the attached PDF to update each card reader. Once they are updated please test them, and if the issue persists move onto the next steps.
3. Error when processing payments with the Magtek Readers
a. Try each form of accepting payment (Tap first, then insert the card, then swipe). If none of those work, enter in the card number manually. If that does not work please reach out to support ASAP letting us know the error that comes up when trying to process.
b. If one of the methods doesnt work (Tap/Insert/Swipe), then note if its on all cards or just some.
i. If its on all cards please reach out to support for an RMA on that card reader.
ii. If its only on one or some cards, this is likely an issue with the card itself.
4. For card readers that are experiencing any power or connectivity problems, any other issues that are intermittent, or cannot be pinpointed to a certain process: please follow the steps below.
Let the reader sit powered on until completely drained and no lights show when pressing the power button
Plug in and wait for 4 hours: Connect the reader to a known good power source and leave it plugged in for a minimum of 4 hours.
Bluetooth settings: On your iPad, navigate to "Settings" and select "Bluetooth."
- Forget paired devices: Tap the "i" icon next to each device listed and select "Forget" to remove them from the list.
- Toggle Bluetooth off and on: Turn off Bluetooth on your iPad, then toggle it back on.
- Go back to the settings screen, at the bottom touch on TouchpointPRO, make sure Bluetooth access is enabled.
- If it is enabled, disable the access and then re-enable it. If it's not enabled, enable it.
- Power off and on: Completely power off your iPad and then turn it back on.
- Launch TP Pro: Once your iPad is back on, open the TP Pro app.
- Card reader setup: In the TP Pro app, go to the Hamburger Menu and select "Setup." Forget the card reader that was previously assigned.
- Pair the reader: Follow the instructions at www.touchpoint.io/magtek to put one card reader in pairing mode. Select the reader from the list in the app and pair it, using the serial number (S/N) as the password.
Test the reader: Once the pairing is complete, test the reader to see if the previous issues persist.
If the issue you have is not resolved by the steps above, please reach out to support and let us know these steps have been taken and what the exact issue with the reader is, including the serial number of the card reader.
PLEASE NOTE: If there is no serial number available for the card reader, we cannot process an RMA for it. At this point we will send an order form to purchase a new reader.