If your card reader isn’t working properly, don’t worry! Here are the most common errors and how to fix them.

1. Order Creation Error

"Order creation error; failed to create order, please try again. Failed to get client secret"

This usually means the card reader can't connect to the server.

✅ How to Fix:

1. Unplug the Card Reader (if it's connected with a cable). This will reset the connection and help eliminate any physical connection issues.
2. Power Cycle the Reader:
   > Press and hold the power button until the lights begin to flash sequentially in order: 4 → 3 → 2 → 1. This sequence indicates the device is going through a reset process.
   
   > Tap the power button once to turn it back on, this should establish a fresh connection.
   
   Important: Try a Test Charge and make sure the test order is at least $0.60. Smaller amounts may fail.

2. Bluetooth unexpectedly disconnected during operation

"Couldn't pair with (card reader) because of an incorrect PIN or password"

This means your device is having trouble connecting via Bluetooth.

✅ How to Fix:

1. Go to Bluetooth Settings on your tablet.
2. Find the M2 Reader in the paired devices list.
3. Tap “Forget This Device” or “Unpair”.
4. Turn the Card Reader Off and Back On.
5. Reopen the joe Merchant App and re-pair the reader.

3. Unexpected Failure (Tampered Reader)

Check if the 1st and 4th lights are flashing quickly (every 0.1 seconds) for 30 seconds.

This means the reader is tampered and can’t be used.

✅ What to Do:

• Take a quick photo or video of the flashing lights.
• Contact support right away to request a replacement reader.
  
  
  

Still Having Issues?

If you’ve followed the steps above and the issue persists, please contact support or escalate the issue for further assistance.