Card Reader Troubleshooting Updated January 18, 2024 16:53

Overview

A Jobber card reader allows you to quickly, easily, and securely take cards in person using the mobile app. The card reader accepts credit cards (swipe, tap, and chip), Apple Pay, and Google Pay.

Jobber Payments can process all major debit and credit cards. That means as long as the card has a Visa, Mastercard, Amex, or Discover logo on it you can accept the card. With Jobber Payments the minimum payment is $0.50.

Note: the card reader is currently only available in the United States. All card reader sales are final. 

There are two types of card readers:

• The BBPOS (this card reader is black)
  
• The M2 (this card reader is white)
  

If you ever run into issues with your card reader, here are some steps you can take to troubleshoot the issue.

Card reader updates

Jobber Payments is powered by Stripe. Stripe maintains the software that the Jobber card reader uses. When not in use, the readers receive updates automatically from Stripe.

To automatically update your card reader's software, leave your card reader connected to power overnight as the updates happen at midnight in your timezone. If the card reader is left unplugged overnight, an update may start when it is turned back on. To manually check for an update, reboot the card reader.

Troubleshooting steps

General troubleshooting 

1. Delete the Jobber App and then re-install it. For steps on how to delete the app, check out Jobber App Troubleshooting.
2. Confirm the Jobber App has location permissions enabled. This will be in your device settings, not the Jobber App's settings.
3. Confirm that the card reader isn’t physically damaged.
4. Make sure that the amount you are charging is over $0.50.
5. Long press the power button, then short press the power button. If the card reader is not responding, please proceed to the next step. You may see the lights on the device flash in this step.
6. Ensure the card reader is charged.
   
   • Go ahead and plug the card reader into the charging cable; if the status light on the device is red, that means the device is charging. A full charge takes roughly 2 hours.
   • Once the light changes to green, that means the card reader is fully charged, and you’re good to retry the aforementioned troubleshooting steps. 
   • If the card reader doesn't seem responsive, try charging with a different micro-USB cable, power cube, and outlet. If no luck still, please proceed to the next step.
7. Delete and re-install the Jobber App, and re-attempt payment collection.

If you are having a specific issue with your card reader, below are recommendations on how to resolve the issue. 

If the card reader cannot be connected with your phone or tablet

• Press the power button to restart your card reader.
• From your phone or tablet, see if you can find the card reader's serial number (shown on back of card reader) in your Bluetooth device list. Seeing the card reader in this list indicates that the device has been paired with your phone or tablet.
  • Note: Bluetooth will need to be turned on to use the card reader, however you should not pair the card reader with Bluetooth in your settings, instead pair it in the app when asked.

If the card reader lost the connection with your smartphone or tablet when the card reader is auto-off

• Press the power button to turn on the card reader back on. The card reader will automatically connect to your phone or tablet again. 
• The card reader may be at a lower battery level. Use the USB cable to recharge it, then retry. 
• Ensure the card reader (as well as your phone or tablet) is within the reception range. 

If the card reader does not work with your phone or tablet

• Ensure that your phone or tablet has Bluetooth turned on.
  • Note: Bluetooth will need to be turned on to use the card reader, however you should not pair the card reader with Bluetooth in your settings, instead pair it in the app when asked.
• Double-check to make sure you have the newest version of the Jobber App installed. You can check this by going to your app store, searching Jobber, and checking if there is a new app version available.

If the card reader cannot read your card successfully

• Press the power button to turn the card reader on. The card reader will automatically connect with your phone or tablet if it has previously been connected. 
• Double-check that the card reader isn't low on battery. 
• Ensure the card reader is within reception range. 

Swiping or inserting cards

• Make sure the card reader has power and that your phone or tablet is connected. 
• Ensure there isn't anything blocking the card slots. 
• Make sure the magstripe or chip of the card is facing the right direction when swiping or inserting the card. 
• Swipe or insert card with a more constant speed. 

Tap card 

• Make sure the card supports tap. 
• Make sure the card is within a 4cm range of the tap icon on the card reader.
• If the card is in a wallet or purse, remove it and tap directly on the card reader to remove any interference. 

If the card reader has no response

• Use a pin or paperclip to reset the card reader using the reset button at the bottom of the device.  Hold the reset button with the pin for a full 30 seconds.

Card reader indicator lights and sounds

On both card reader types, there are LED lights that indicate the card reader's status. When processing a payment, you will see the lights respond to the card and you'll also hear some beeping from the card reader.

For both card readers, here is how the lights and beeps indicate status:

Beyond this payment flow, each card reader has additional lights that might indicate other statuses. 

BBPOS (black card reader) indicators 

• No light: The card reader is not turned on.
• Solid blue: The card reader is connected to your mobile device. The card reader will stay connected to your device for 30 seconds before going into standby mode.
• Flashing blue (1 second apart): The card reader is turned on and ready to connect to your mobile device. The card reader will wait to be connected for 5 minutes before powering off to save battery life.
• Flashing blue (every 5 seconds): The card reader is in standby mode. After 10 hours of inactivity, the card reader turns off to save battery life.
• Solid red: The card reader is either charging or turning on.
• Flashing red: The card reader's battery is low.
• Quickly flashing blue and red: The card reader is finished installing a software update.
• 4 LEDs on + 1 beep: Successful card reading.
• 2 beeps: Error.

M2 device (white card reader) indicators

• No light: The card reader is not turned on.
• First LED light flashing: Connecting to your phone or tablet.
• First LED light on: Ready to read cards.
• 4 LEDs on: Successful card reading.
• 1 beep: Transaction complete.
• 2 beeps: Error.

Questions?

If you have any questions or need additional troubleshooting after completing these steps, don't hesitate to reach out to our Success Team for additional card reader support.