If your card reader disconnects, won’t connect, or shows an error message, follow the steps below based on your connection type.

🔌 USB Card Reader Troubleshooting

1. Card Reader Disconnects or “Reconnect” Pop-Up Appears

1. In the joe app, go to Settings → Card Reader.
2. Select Reader M2 USB.
3. Tap the blue button to connect via USB.
4. Once reconnected, run a Test Charge to confirm functionality.

2. Reader Shows Up but Isn’t Connected

1. Make sure the gray adapter is securely connected between the reader and the barista-facing tablet.
2. Tap Connect in the joe app.
3. If it doesn’t reconnect:
   • Tap Disconnect
   • Close and reopen the joe app
   • Go back to Settings → Card Reader
   • Select Reader M2 USB and tap Connect via USB again

3. Still Not Connecting? Test via Bluetooth

This helps determine if the issue is with the reader or the USB cable.

1. On the tablet, go to Settings → Bluetooth and turn Bluetooth on.
2. Open the joe app → Settings → Card Readers.
3. Tap Add Card Reader (Bluetooth).
4. If a pairing pop-up appears, tap Pair.
   • ✅ If the reader connects via Bluetooth, the USB cord or adapter is faulty. Replace the USB to USB-C cable.
   • ❌ If it still doesn’t connect, contact Support  at support@joe.coffee.

📶 Bluetooth Card Reader Troubleshooting

Common Causes of Disconnection

• Closing the joe app
• Device loses Wi-Fi connection
• Low battery on the card 

Check the connection status in the Card Reader Settings Tab in the joe app.
You’ll see a color indicator showing whether the reader is Checking, Connected, or Disconnected.

Basic Troubleshooting Steps

1. Close the joe app and restart the tablet.
2. Turn the card reader off and back on.
3. Try to reconnect and pair again.
4. If needed, reset the reader by inserting a pin or needle into the pinhole reset.

If the card reader is stuck on “Reader Found” and doesn’t reconnect, refer to this video guide:
👉 Watch troubleshooting video

💳 Card Tap or Insert Not Working

If tap or insert stops working:

1. Reset the reader using a pin or sharp object in the pinhole reset.
2. If the issue persists, contact support@joe.coffee for a replacement reader.

Note: Default Tap to Pay options only work on devices that are NFC-enabled or have a Tap to Pay feature on screen.
If your device does not support Tap to Pay, use the physical card reader for transactions.

⚠️ Common Errors and Fixes

1. “Order Creation Error: Failed to Create Order”

Cause: The card reader can’t connect to the server.

Fix:

• Unplug the reader (if connected via USB).
• Power cycle the reader:
  • Hold the power button until the lights flash 4 → 3 → 2 → 1.
  • Tap the button once to turn it back on.
• Run a Test Charge (minimum $0.60).

2. “Couldn’t Pair Because of Incorrect PIN or Password”

Cause: Bluetooth pairing issue.

Fix:

1. Close the app and go to Bluetooth Settings on your device.
2. Tap Forget This Device (M2 Reader).
3. Turn off the Bluetooth and reboot the device.
4. Reopen the joe Merchant app and re-pair the reader.

3. “Unexpected Failure” (Tampered Reader)

Symptoms: 1st and 4th lights flash rapidly every 0.1 seconds for ~30 seconds.

Fix:

1. Take a photo or video of the flashing lights.
2. If the issue persists, contact support@joe.coffee for a replacement reader.

✅ Tip: Always keep your card reader charged and your joe app updated to prevent connection issues.

⚙️ Bluetooth Reader Interference (Single Screen Mode)

If you’re using Single Screen Mode with a Bluetooth reader, the front-of-house (USB) reader may interfere.

To fix this:

1. On the front-of-house tablet, verify the last 4 digits of its serial number under Settings → Card Readers.
2. On the Single Screen tablet:
   • Go to Settings → Bluetooth.
   • If the front-of-house reader is connected, tap Forget Device.
3. In the joe app, go to Settings → Card Readers → Add Card Reader (Bluetooth).
4. Tap the power button once on the correct reader to enable pairing mode.
5. Wait for the reader to connect successfully.

Related Articles: 

Stripe Card Reader Details

Still Having Issues?

If you’ve followed the steps above and are still experiencing issues, please don’t hesitate to reach out to the joe Success Team at support@joe.coffee. We’re here to help!