In this article, you will learn how to troubleshoot some of the most common issues when using card readers with Workiz Pay.

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

Troubleshooting tips will vary depending on whether you are using a US or Canadian card reader.

Here are some of the most common errors, as well as potential solutions:

• • 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 Address field and ensure you have selected the suggested address format provided.
    

  • When not in use, the card reader is designed to automatically shut off after five minutes. This is a default setting for the card reader to preserve battery life.

    You will likely need to turn the card reader on before every transaction. Failing to turn the device on before a transaction will result in an on-screen error.

  • Ensure the device is powered on. If it is powered on, press and hold the power button to restart the device.

    If restarting the card reader does not resolve the issue, try using a paper clip to press the reset button on the top of the card reader.

  • If the card reader cannot be located by your device, ensure you have enabled the Bluetooth settings on your device’s internal settings.

    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 5.0 or above

      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 via the Workiz mobile app.

      To learn more about updating your operating system, please select your operating system from the following list:

      • iOS (iPhone, iPad)
      • Androids OS

  • 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, is possible.
    • Move closer to the WiFi router to reduce potential interference.
    • Separate your router's WiFi networks (5Ghz and 2.4Ghz) and connect to a less crowded network.

  • To resolve this issue, please try the following:

    1. Close the mobile app completely
    2. Turn off the card reader
    3. Open your device's internal Bluetooth settings and unpair/forget the card reader
    4. Turn the reader on and pair it via your device's internal Bluetooth settings
    5. Turn the card reader off again 
    6. Turn the card reader on again
    7. Open the Workiz mobile app and connect the card reader from your Settingsmenu

  • While it is possible to use a single card reader on multiple devices, this scenario may result in an error message.

    In order to resolve this issue, unpair the card reader from your mobile device’s internal settings. After it has been unpaired, reconnect the card reader using the setup process from the Workiz mobile app. To learn more about connecting a card reader, please see this article.

  • To resolve this issue, please try the following:

    • Restart the card reader by holding the power button to turn it off, and then pressing the power button again to turn it back on.
    • Check the card reader’s battery level. Recharge the battery if too low.
    • Ensure the card reader is within Bluetooth reception range to your mobile device (less than a few feet).
      

  • To resolve this issue, please try the following:

    • Ensure the card reader is paired to your mobile device.
    • Ensure the card reader has enough battery.
    • Ensure the card reader’s slots are not obstructed.
    • Ensure the card’s magstripe or chip is facing the right direction when swiping or inserting the card.
    • Ensure your mobile device’s operating system is compatible with the card reader. Supported operating systems are:
    • iOS 6.0 or above
    • Android 5.0 or above
    • Swipe or insert the card with a more constant speed.

  • 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.
    • Remove the card from any wallet or purse to avoid interference when processing the payment.
    • Ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
      • iOS 6.0 or above
      • Android 5.0 or above

  • This error occurs when your mobile device and the card reader are too close together. To resolve this issue, please move your mobile device away from the reader by just a few inches.

  • If your card reader is unresponsive, please use a paperclip to press the reset button at the top of the device to reset it.

• • 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 Address field and ensure you have selected the suggested address format provided.
    

  • 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
      

      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 following list:

    • iOS (iPhone, iPad)
    • Androids OS

  • The card reader is designed to enter 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.

  • 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

  • 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.

  • To resolve this issue, please try the following:

    1. Close the Workiz mobile app completely
    2. Turn the card reader off
    3. Open your device's internal Bluetooth settings and unpair/forget the card reader
    4. Turn the reader on and pair it via your device's internal Bluetooth settings
    5. Turn the card reader off again
    6. Turn the card reader on again
    7. Open the Workiz mobile app and connect the card reader from the Settings menu

  • 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
      

  • 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
      

  • 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.