My Credit Card Reader isn't working (Pro Reader)

There are multiple troubleshooting steps you can take if your Card Reader isn't connecting or registering swipes. This troubleshooting article is specific to our Pro (Lightning Port) and Lite (Audio Jack) Magstripe Card Readers only.

If you've tried all of the suggested steps below and you're still having difficulty, please contact us at [e-mail]. Please also contact us directly if you are using an EMV/M2 Card Reader and are experiencing difficulties. For EMV/M2, please see: EMV/M2 Card Reader User Guide

Card Reader will not connect to device:

• If the Card Reader will not connect to the device, you'll see the Please Connect Card Reader message and animation at Checkout

 

You can also check to see if the Reader is connected under atVenu Register app Settings as follows: 

1. Tap the Menu button in the upper left corner of the Register app
2. Tap Settings
3. Tap Readers
4. If the Reader is plugged in, it should display Connected in green as in the image below

• Make sure the atVenu Register app has access to the microphone

We make improvements and updates to our atVenu Register app regularly. When you launch an updated version of the app you must allow the app to access the device's microphone in order for it to detect a plugged in Card Reader. When you first launch the app, be sure to click OK on both the Microphone and Location Services access popups.

You can also check that atVenu Register has access to the microphone by doing the following: 

• Open Settings on the device
• Scroll down and locate the atVenu Register app
• Make sure Microphone is enabled

If the app has access to the device's microphone but the Card Reader will still not connect:

• Make sure the Lightning or Audio connector on the Card Reader is clean. Sometimes if this is dirty, it cannot be detected by the device
• Check the Lightning or Audio input on the device to make sure it is clean and free of debris or moisture
• Make sure your device does not have a case that is keeping the Reader from being connected securely

Try reconnecting the Card Reader in this order: 

1. Remove the Card Reader if it is plugged in
2. Shut down the app completely by double clicking the home button and swiping the app up to quit
3. Relaunch the atVenu Register app
4. Plug the Card Reader back in

If relaunching the app doesn't resolve the issue, proceed to:

1. Remove the Card Reader if it is plugged in
2. Shut down the app completely by double clicking the home button and swiping the app up to quit
3. Perform a hard reset of the iOS device by holding down the iOS device's home and on/off buttons at the same time
4. Continue holding the buttons even after the slider appears on the screen. The screen will eventually go black
5. When the Apple logo appears, let go of the buttons and let the device start up as normal
6. Relaunch the atVenu Register app
7. Plug the Card Reader back in

If you are using your own iOS device and you still cannot connect the Card Reader, try the following:

Warning: Make sure you do not have any pending orders in your cart before proceeding. Also, if you are processing transactions in Offline Mode make sure that you connect to the internet to process these transactions before deleting the app, or they will be lost.

1. Remove the Card Reader if it is plugged in
2. Shut down the app and remove it from the device / Delete the atVenu Register app
3. Reinstall the app from the App Store
4. Relaunch the atVenu Register app
5. Plug the Card Reader back in

Card Reader will connect but will not register swipes:

Try cleaning the Card Reader. In most cases, if a Reader will not register swipes, it just needs a good cleaning.

• Clean the Card Reader using a Cleaning Card or other clean, lint free paper by swiping it as you would a credit card to clear any dirt of debris from the card reading channel
• Use canned air or blow into the card reading channel to clear any dirt or debris
• Try a different card, or manually enter the CC number. Often times the magnetic stripe on the back of cards are worn and can't be read

For additional help, please contact [e-mail]