- Troubleshooting your Card Reader

Troubleshooting your USB card reader

If the card reader disconnects and "Reconnect" pop up appears or the card reader is not connected at all :

1. Go into joe, then tap Settings and then Card Reader
2. Select Reader M2 USB and then tap the blue button to connect via USB
3. Once the device has reconnected, run a Test Charge to confirm the reader is fully functional

If the device is showing up but is not connected:

1. Check to be sure the gray adapter is connected to both the card reader and barista facing tablet
2. Tap Connect and the card reader will reconnect to the device
3. If it does not reconnect
   1. tap Disconnect
   2. Close and reopen the app
   3. Go back to the card readers page in Settings
   4. Select Reader M2 USB and then tap the blue button to connect via USB

If the card reader still does not connect, try connecting via Bluetooth to test if the issue is the card reader itself or the cord:

1. Go into the tablet settings and turn on Bluetooth if it is not already on
2. Reopen the joe app
3. Go to Settings then Card Readers
4. Tap the blue button Add Card Reader (Bluetooth)
5. If a pop up appears, hit Pair
   1. If the card reader connects, then there is an issue with the cord connecting it to the adapter - replace the cord with a different USB to USB C cord.
   2. If the card reader still does not connect, reach out to the Partner Success team at success@joe.coffee

Troubleshooting your Bluetooth Card Reader

There are a few known scenarios where your bluetooth card reader may disconnect from the joe POS device including:

1. If you close out the joe app
2. If your device loses connection with wifi
3. If your card reader's battery is low
4. Double check your card reader connection from the Card Reader Settings Tab in joe.  You will see a colored button next to the Connection Status indicating if the card reader is Checking for a connection, is Connected, or Disconnected.

If the card reader disconnects and is stuck on "Reader Found" and doesn't reconnect:

https://share.vidyard.com/watch/72ezJvSCpmCKhUL36K5z6e?

If the card reader disconnects and "Reconnect" pop up appears:

1. Tap Reconnect
2. Go to Settings and select the Card Readers tab
3. Select Connect

USB Reader connecting to Bluetooth Single Screen Device

If you are using our Single Screen Mode at your second register and a bluetooth card reader, we have seen the front of house card reader try to connect and cause errors. To resolve this:

Verify the last 4 digits of the serial number on the front of house (USB) card reader. You can find this under joe Settings> Card Readers

Go to the single screen device:

• Navigate to the tablet Settings
• Tap Bluetooth
• Check to see if the front of house card reader is connected, if so Forget Device
• Go back into joe to Settings>Card Readers
• Tap the Add Card Reader (Bluetooth) and tap the power button one time on the side of the correct card reader to enable pairing mode
• Reader will connect to the tablet

Card Tap or Insert Issues

If the card reader tap or insert stops working then we leverage the Reset option by sticking a needle or sharp object in the pin hole to reset the card reader. If that all fails then contact success@joe.coffee so we can get a replacement card reader.