Question
Your card reader isn’t working as expected. What issues could cause the card reader to malfunction?
Before you begin
- Check the WellnessLiving glossary for information about any unfamiliar terms.
- If none of the scenarios below are causing your problem, refer to the manufacturer’s documentation for your card reader. For more information, see Card readers.
- You may want to open the following articles in a new tab. We’ll be referring to them in our solution, and they may have the answer to your current question or similar questions you may have:
Answer
There are 10 possible reasons why your card reader may not be working as expected. If none of the scenarios below are causing your problem, refer to the manufacturer’s documentation for your card reader. For more information, see Card readers. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
The uDynamo mobile card reader is only compatible with mobile devices using the Elevate Staff App. Open the Elevate Staff App, and if necessary, configure the card swiper port.
The chip and PIN terminal must be registered in WellnessLiving. For more information, see Getting started with the Verifone V200c/V400c Plus.
Ensure the reader is properly connected to the headphone jack or lightning port (depending on the reader model).
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 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're swiping too quickly or too slowly, the reader won't work. Try adjusting your swiping speed.
Debit cards with EMV (chip and PIN) aren't supported and can't be processed via swipe. Select another payment method.
Mobile card readers that aren't purchased from WellnessLiving may include firmware or encryption that prevents the reader from working. Even if the reader bought from a third-party is the same model we sell, we can't guarantee compatibility with any reader not purchased directly from us.
There are MagTek test apps for both iOS and Android that you can use to check if the card reader is defective.
First, use the MagTek hardware test app for iOS or Android to confirm that the reader is functional and compatible with your device:
- For iOS users, download and run Hardware test app for iOS
- For Android users, download and run Hardware test app for Android
If the reader passes the hardware test, then you must use the configuration app to verify that the device can read card data:
- For iOS users, download and run MagTek Reader Configuration for iOS
- For Android users, download and run MagTek Reader Configuration for Android
Open the configuration app, then follow these steps:
- Tap Use Public Account.
- Tap Transactions.
- Tap Change Reader Config.
- Tap Reader Config Options.
- Select ENC_Variant_Data.
- Swipe a card through the reader.
If no card data is displayed on the screen after following these steps, then the reader is defective.
If it's determined that the reader is defective and you purchased the reader from WellnessLiving, we can arrange for a replacement. To order a replacement mobile card reader, please contact WellnessLiving support.
The Elevate Staff App may be configured to the wrong connection type. For example, if the card reader uses the lightning port but the Card Swiper setting on the Elevate Staff App is set to Headphone Jack or Bluetooth, the card reader won’t work.
To resolve this issue, make sure you select the correct connection type on the Elevate Staff App.
To check your connection type on the Elevate Staff App:
- Tap the More tab.
- Under Profile, tap Card Swiper.
- Select Headphone Jack, Lightning Port, or Bluetooth, depending on your mobile card reader connectivity type.
- Tap Confirm.
The Elevate Staff App might not have access to the device’s microphone. To check this, open the Settings app, tap Privacy, then tap Microphone.
- If the Elevate Staff App doesn't have access, you must give it access and then reboot the device for this change to take effect.
- If the Elevate Staff App does have access, other apps may be overriding Elevate’s microphone access. Try disabling microphone access for other apps, then reboot the device.
