In this article, you will learn how to troubleshoot some of the most common issues when using Canadian card readers with Workiz Pay.
Note: These troubleshooting procedures are designed for those processing Workiz Pay payments in Canada.
If you are processing Workiz Pay payments in the US, please see this article for relevant procedures.
General troubleshooting tips
Before reviewing the specific troubleshooting scenarios below, please ensure you have:
Enabled Bluetooth on your mobile device’s internal settings
While Bluetooth must be enabled on your device's internal settings, this setup process involves connecting the reader using the Workiz mobile app, not your device's internal settings.
Enabled location permission on your mobile device
In order to process payments securely on iOS devices (e.g., iPhones, iPads), Workiz Pay requires location access to be set to Always Allow and Precise Location.
Turned the card reader on and ensured it is charged
You can determine the battery life of your reader by briefly pressing the power button on the side of the device. A full battery is indicated by four green lights on the front of the device.
If the battery is low, ensure the card reader can carry a charge by charging it using the provided USB cable. A charging device will be indicated by green lights on the front of the device.
Placed the card reader near your mobile device
Restarted your mobile device and the card reader
Common troubleshooting scenarios
Here are some of the most common errors, as well as potential solutions:
Your account is missing a valid address or phone number
Your account is missing a valid address or phone number
When connecting your card reader to the mobile app, you may encounter an error stating "the pairing failed because a valid account address is needed." It may also be asking you for a valid phone number.
This means your Workiz account does not have a valid business address or phone number listed under your Account settings. To resolve this issue, please open your Account settings page and ensure you have valid information saved under Business address and Company phone.
Select the Business address field and ensure you have selected the suggested address format provided.
Card reader cannot be paired
Card reader cannot be paired
Please restart your card reader by pressing and holding the power button.
If that does not resolve the issue, please ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Note: Some mobile devices using Android 10 or lower may be required to pair the card reader using the mobile device's internal settings before pairing the reader via the Workiz mobile app.
To learn more about updating your operating system, please select your operating system from the list below:
Display automatically turns off
Display automatically turns off
The card reader is designed to enter a SLEEP MODE to save power after a certain amount of time. Please press and hold the power button to restart the reader.
If the reader has run out of battery, please recharge it using the provided USB cable.
Card reader has lost connection to mobile device
Card reader has lost connection to mobile device
To resolve this issue, please try the following:
Restart your reader by pressing and holding the power button. The reader should automatically reconnect with your mobile device.
Recharge your reader using the provided USB cable.
Ensure your reader and mobile device are within Bluetooth reception range.
Ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Card reader does not pair to your iOS device (iPhone, iPad)
Card reader does not pair to your iOS device (iPhone, iPad)
It’s possible that a WiFi connection is interfering with your mobile device’s ability to connect to the card reader.
Try turning WiFi off on your iOS device and pairing the card reader. If you are able to pair the card reader to your iOS device with WiFi turned off, try one of the following:
Process the payment without a WiFi connection, if possible.
Move closer to the WiFi router to reduce potential interference.
Separate your router's WiFi networks (5Ghz and 2.4Ghz) and connect to the less crowded network.
Card reader does not pair to your Android 10 device
Card reader does not pair to your Android 10 device
To resolve this issue, please try the following:
Close the Workiz mobile app completely
Turn the card reader off
Open your device's internal Bluetooth settings and unpair/forget the card reader
Turn the reader on and pair it via your device's internal Bluetooth settings
Turn the card reader off again
Turn the card reader on again
Open the Workiz mobile app and connect the card reader from the Settings menu
Card reader cannot successfully read card (general)
Card reader cannot successfully read card (general)
To resolve this issue, please try the following:
Ensure the card reader has enough power and is connected to your mobile device.
Examine the card reader's card slot to ensure it is not being obstructed.
Place the card within 4 cm of the NFC marking on the card reader.
Ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Card reader cannot successfully read card (tap)
Card reader cannot successfully read card (tap)
To resolve this issue, please try the following:
Ensure the card supports NFC payment (tap to pay).
Place the card within 4 cm of the NFC marking on the card reader.
Remove the card from any wallet or purse to prevent physical interference.
Ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Card reader has no response
Card reader has no response
To resolve this issue, please use a paper clip to press the reset button near the USB-C connector on the side of the device.
Need more help? See related articles below: