Troubleshooting Card Reader

If you’re experiencing difficulties with connecting your card reader to your smartphone/tablet you have come to the right place. In this article, we’ll guide you through troubleshooting your card reader so you can go back to your sales as fast as possible.

In this article:

Connect your Card Reader Manually

Normally your card reader connects to your smartphone/tablet on its own. But fret not, here’s a quick guide on how to do it yourself:

  1. Open the SumUp App and log in with the email and password you registered with.

  2. Tap on the “Account” tab (iOS) or menu symbol (Android) in the top left corner.

  3. Please open “Payment methods”/ “Choose your card reader” and choose whichever card reader you own to start with the set up.

    Important

    The following two steps are only necessary for SumUp EMV Card Readers with a serial number lower than 100017050828.

  4. If you own a SumUp EMV Card Reader, please confirm the pairing request on your smartphone/tablet by comparing the last 3 digits that are shown on your screen with the last 3 digits of your card reader’s serial number. Tap “Connect”.

  5. Connection successful! Your card reader is now preparing for its first transaction. This process takes about 2 minutes.

General troubleshooting

You still can’t connect your card reader? Don’t worry, we’ve got your back. Here are some things that might fix your issues.

Did the reader connect before?

    1. Yes - Skip to next step
    2. No - Check compatibility in Caravel (especially ‘weighted bonding probability’ column, and check the Android Version)

Please check this article first to see, if your device is compatible with the SumUp Air Card Reader.

  1. Try to connect through Payment Methods in the App (minimum of 3 times).
  2. Clear App cash in phone settings or reinstall the app (see below for instructions).
  3. Go back to the app and try to connect.
  4. Switch off Bluetooth on the phone and wait 10 seconds (or restart phone).
  5. Unpair everything (including the reader) in the phone's Bluetooth settings.
  6. Reset Bluetooth in the reader. (Hold power button until the lights turn off. Wait 10 seconds. Hold power button until the lights come on. There should now be one blinking blue light).
  7. Try to connect in the App.
  8. Force quit the App in the settings of the phone.
  9. Try to connect in the App.
  10. Ask to try with a different compatible phone.
    1. Connected with another phone: Look at Caravel data and provide an explanation of poor connectivity based on the data.
    2. Did not connect: Replace the reader.

Update the SumUp App

Please check if you have the latest SumUp App version.

For iOS users
  1. Go to the App Store.
  2. Click on “Updates” in the bottom right corner.
  3. If you can find the SumUp App on the list, click the “Update” button right next to it. If you can’t find the SumUp App on the list your app is already up to date.
  4. Please try to take a card payment again to see if your card reader connects to your device.

For Android users
  1. Go to the Google Play Store.
  2. Type in “SumUp” into the search bar above and search for the app.
  3. Click on the SumUp App.
  4. Is there an “Update” button? If yes, please tap “Update” and your app will update to the newest version. If not, you already have the latest app version on your device.
  5. Please try to take a card payment again to see if your card reader connects to your device.

Restart smartphone/tablet

Please restart your smartphone/tablet. By doing so the Bluetooth chip in your device will automatically restart which can fix the connectivity issue you are experiencing.
 

Reinstalling the SumUp App

If updating the app didn’t help you might need to delete the SumUp App and reinstall it.

For iOS users
  1. On your home screen push down lightly on the SumUp App icon until it starts to dance and an “X” appears in the left upper corner of the app.
  2. Now click on the “X” and confirm the deletion process by clicking “Delete”.
  3. Go to the App Store and type in click on “Search” in the menu bar on the bottom.
  4. Type in “SumUp” in the search bar and tap “Search”.
  5. Your device should find the SumUp App as the first entry. Click on the “Get” button next to the icon and your iPhone/iPad will download the SumUp App.
  6. Now open the SumUp App as usual and log in with your email and password.
  7. Please try to take a card payment again to see if your card reader connects to your device.
For Android users
  1. Go to the Google Play Store.
  2. Type in “SumUp” into the search bar above and search for the app.
  3. Click on the SumUp App.
  4. Tap the “Uninstall” button and after that install the app again.
  5. Now open the SumUp App as usual and log in with your email and password.
  6. Please try to take a card payment again to see if your card reader connects to your device.


Troubleshooting EMV Card Reader

Battery level

A low battery level can cause connectivity issues which is why we recommend charging your card reader. You can charge the SumUp EMV Card Reader with the Micro USB cable included in the package. Just plug it into a power supply or a computer.

The battery level is shown on the display of the card reader as well as through the blue LEDs at the bottom of the reader. To view the battery level, press the power button and quickly release it again. Depending on your card reader’s battery level the LEDs will light up. One LED equals about 25%.

Restart Card Reader

If none of the above solved your connectivity issue you can also restart your reader. This option should only be used sparsely. Hold down the power button of your card reader for about 10 seconds and release. This way the Bluetooth chip in your card reader restarts.

Important

Never restart your SumUp EMV Card Reader while charging as this can damage your card reader.

 

Blocked device

Your Card Reader is secured from manipulation by technical safety mechanisms. Please handle your Card Reader with care. Avoid external force or hard impact (for example falling on the ground) to not trigger the mechanism. Once it is triggered, the device will be permanently disabled and can no longer be used.

Should this happen the message “INVALID BPK” will appear on your card reader’s screen. In this case, your device needs to be replaced. Please contact our Customer Support Team: support@sumup.com.

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