Troubleshooting: Mobile reader not working

Problem

Your mobile reader is not working.

Solution

There are a number of factors that may cause this issue. Review the common, iOS specific, and model-specific troubleshooting steps below.

Common troubleshooting steps:

  • If you are using the desktop version of WellnessLiving, the reader will not work.  
    • The UDynamo mobile card reader is only compatible with mobile devices using the Elevate Staff App.
  • If you have a case on your mobile device, this may be interfering with the connection between your mobile device and the reader.
    • Take off the case and try again. Ensure the reader is properly connected to the headphone jack (or lightning port depending on the reader model).
  • Ensure that your mobile device has:
    • A fully charged battery.
    • The Bluetooth turned on.
    • The microphone turned on.
    • The volume increased to its maximum capacity.
  • If you are swiping too quickly or too slowly, the reader will not work.
    • Try adjusting your swiping speed.
  • The following cards are not supported cannot be processed via swipe:
    • Debit cards with EMV (chip and PIN).
  • Did you purchase the reader from WellnessLiving?
    • If not, then there may be firmware or encryption preventing the reader from working. Even if the reader bought from a third-party is the same model we sell, we cannot guarantee compatibility with any reader not purchased directly from us.
  • Test for hardware failure
    • There are Magtek test apps for both iOS and Android that verify whether the reader is functional:
    • If it is determined that the reader is defective (the test apps are not working) and you purchased the reader from WellnessLiving, we can arrange for a replacement.

iOS specific troubleshooting steps:

  • If you swipe a card and it doesn’t do anything, this could be a problem with the Elevate Staff App’s settings. Go into the app and check to ensure the app is set to the correct connection type. For example, if the reader uses the lightning port but the Elevate settings are set to Headphone Jack, the reader will not work. Follow these steps to check the Elevate Staff App’s settings:
    1. Tap the More tab.
    2. Under Profile, tap Card Swiper.
    3. Select Lightning Port or Headphone Jack depending on your reader connection.
    4. Tap Confirm.
  • The Elevate Staff App might not have access to the device’s microphone. You can check this in the device’s iOS settings app > privacy > microphone.
    • If the Elevate Staff App does not have access, you must give it access and then reboot the device for this change to take effect.
  • Other apps currently in use may override Elevate’s microphone access, try disabling microphone access for other apps.

Model-specific troubleshooting steps:

  • See specific troubleshooting options for the following readers:
    • iDynamo – for Paragon (formerly Direct Connect) customers via the lightning port (Apple devices).
    • uDynamo – for Paragon (formerly Direct Connect) customers via the headphone jack (e.g., Android devices).
    • aDynamo – for NMI customers via the headphone jack.

If you are still having trouble, email support@wellnessliving.com with a screenshot of the error message and a description of the problem.

Exchanges

Paragon – If you are exchanging a mobile card reader and are using Paragon (formerly Direct Connect) for processing please contact customer support:
Phone: 1-800-884-5208, option 1
Email: customercare@paragonsolutions.com

Argus Merchant Services – If you are exchanging a mobile card reader and are using Argus Merchant Services please contact Merchant Processing at WellnessLiving:
Phone: 1-888-668-7728
Email: merchant@wellnessliving.com

Was this article helpful?
(85 out of 86 people found this article helpful)
Still need help? Contact us
Cancel