Stripe M2 Card Reader
The Stripe M2 card reader is a white card reader with four LED status lights on the top of the device.
Before troubleshooting, make sure you are working with an M2 card reader:
Power button: Left side of the reader
USB-C charging port: Side of the reader
Factory reset button: Recessed pinhole on the back of the reader, next to the USB-C charging port
Status lights: Four LEDs in a row on the top of the reader, near the front edge
My Card Reader Won't Turn On
1. Check For Physical Damage
Before troubleshooting further, inspect the reader for visible physical damage, including:
Cracks or breaks in the casing
A damaged or bent charging port
A damaged or stuck power button
Exposed internal components
Signs of liquid damage
If the reader is physically damaged, do not continue troubleshooting. Contact Snackpass Support for assistance.
2. Check The Charging Cable And Power Source
The card reader should normally charge through a USB-C to USB-A cable.
Connect a USB-C to USB-A cable to the card reader's USB-C charging port.
Connect the other end to a standard 5V wall adapter.
Check whether the four LEDs begin blinking green progressively.
If the reader does not show any charging lights, try another known-working USB-C to USB-A cable and standard 5V wall adapter.
Important: The card reader generally cannot charge using a standard USB-C to USB-C cable.
3. Allow The Reader To Charge
If the reader's battery is completely depleted, leave it connected to power and allow it to charge.
The card reader normally takes approximately 2 hours to fully charge.
For standard transactions, the reader needs at least 10% battery.
4. Try Turning The Reader On
Locate the power button on the left side of the card reader.
Press and release the button once.
The four LEDs should light up for approximately 2 seconds.
The reader should beep twice.
If the reader still does not turn on after confirming the charging cable and power source are working, continue to the next step.
My Card Reader Isn't Charging
1. Check The Charging Cable
The card reader uses a USB-C to USB-A cable for charging.
Disconnect the charging cable.
Inspect the cable for visible damage.
Reconnect it securely to the card reader's USB-C charging port.
Connect it to a standard 5V wall adapter.
Check whether the four LEDs begin blinking green progressively.
If no charging lights appear, try another known-working USB-C to USB-A cable and standard 5V wall adapter.
Important: The card reader generally cannot charge using a standard USB-C to USB-C cable.
2. Check The Charging Indicators
When the card reader is charging normally, the four LEDs blink green progressively as the battery level increases.
For example, the reader may show one blinking LED, then two, then three as it charges.
The card reader can remain powered on while charging.
Battery Requirements
10%: Minimum battery level for standard transactions
50%: Minimum battery level required for software updates
75%: Three illuminated LEDs
If the card reader still does not charge after trying a known-working cable and power source, contact Snackpass Support.
Card Reader Is Connected But Won't Process A Payment
If the card reader is connected to SnackOS but a payment cannot be processed:
1. Check For A Tamper Warning
Check the card reader's LED status and SnackOS for a Reader Tampered error.
If the reader is showing signs of tampering, see Card Reader Is In Tamper Mode.
2. Restart The Card Reader
Follow the instructions in Restarting Your Card Reader.
3. Restart SnackOS
After restarting the reader, restart SnackOS by going to Settings > More > Restart App and try the payment again.
4. Try The Payment Again
If the payment still fails after restarting the reader and SnackOS, contact Snackpass Support. The issue may require additional investigation.
Card Reader Won't Connect
The card reader can connect to SnackOS through USB or Bluetooth.
Do not pair the card reader through the tablet's normal Bluetooth settings. The connection must be established through SnackOS.
1. Check That The Card Reader Is Powered On
When the card reader is powered on but not connected to a Register or Kiosk, the four LEDs move back and forth in a left-to-right and right-to-left pattern.
This pattern means the card reader is waiting for a connection.
If the LEDs are showing this pattern, the reader is powered on and ready to connect. Continue with the steps below.
2. Check The Connection In SnackOS
Open Settings in SnackOS.
Select Settings > Device> Card Reader.
Check whether the card reader is listed as connected.
3. If Connected By USB, Reconnect The Cable
Disconnect the USB cable from the card reader.
Wait a few seconds.
Reconnect the cable securely.
Return to Settings > Device> Card Reader.
Try connecting the card reader again.
4. Restart SnackOS
If the card reader still does not connect:
Restart SnackOS by going to Settings > More > Restart App.
Open Settings > Card Reader.
Try connecting the card reader again.
5. Forget And Reconnect The Card Reader
If the issue persists:
Go to Settings > Device > Card Reader.
Select the card reader.
Choose Forget.
Search for the card reader again.
Follow the prompts in SnackOS to reconnect it.
If the card reader still cannot connect after completing these steps, contact Snackpass Support.
Card Reader Is In Tamper Mode
The card reader has two LED patterns that can indicate an internal security or integrity issue.
First And fourth LEDs Rapidly Flashing
If the first and fourth LEDs flash rapidly, the card reader has detected tampering.
This condition cannot be recovered through troubleshooting. The reader's security keys have been wiped and the hardware must be replaced.
Stop troubleshooting and contact Snackpass Support for a replacement.
Card Reader Setup Or Update Failed
Before attempting setup or an update, make sure the card reader has at least 75% battery.
If setup or an update fails:
Confirm the card reader has at least 75% battery.
Confirm the card reader is powered on.
Confirm the reader is connected through Settings > Device> Card Reader.
Retry the setup or update.
If the issue persists, contact Snackpass Support.
Do not factory reset the card reader while a firmware update is actively in progress. The LEDs may cycle while an update is being installed. Interrupting the update with a factory reset can corrupt the reader's internal memory.
Card Reader Is Physically Damaged
Contact Snackpass Support if the card reader has:
A cracked or broken casing
A damaged or bent USB-C port
A damaged or stuck power button
Exposed internal components
Liquid damage
Other physical damage that prevents normal operation
Unusual or excessive heat
Restarting Your Card Reader
Restarting the card reader turns the device off and back on without removing its configuration or firmware. A restart can clear temporary software issues or frozen processes.
To Restart The Card Reader
If the card reader is connected to a charging cable or charging cradle, disconnect it from power first.
The card reader does not need to be removed from its mounting bracket.
Locate the power button on the left side of the reader.
Press and hold the power button for approximately 4 seconds.
Release the button once the four LEDs begin lighting and cascading down.
Wait until the LEDs turn off completely.
Press and release the power button once to turn the reader back on.
The card reader should automatically attempt to reconnect to its previously assigned device.
Important: The card reader cannot be manually shut down while it is actively connected to power or a charging cradle. Disconnect it from power before attempting to turn it off.
Card Reader LED Status Guide
Use the LED patterns below to identify the current state of the card reader.
|
|
First LED illuminated | Reader is ready |
Four LEDs illuminating in sequence | Payment is being processed |
Four LEDs illuminated + beep | Card was successfully read |
First LED flashing | Reader is in standby |
Single beep | Operation completed |
Double beep | Error |
All LEDs off | Reader is powered off |
First and fourth LEDs rapidly flashing | Reader has been tampered with |
First and fourth LEDs solid green | Internal software integrity check failed |
All four LEDs flashing together four times | Reader successfully connected |
First LED slowly blinking every 5 seconds | Reader is connected and idle |
Four LEDs moving left-to-right and right-to-left | Reader is powered on and waiting for a connection |
Card Reader Operating Conditions
The card reader is designed to operate within the following conditions:
Operating temperature: 0°C–45°C (32°F–113°F)
Maximum humidity: 95%
Outdoor use: Not recommended
Liquid exposure can damage the reader and may trigger its security protections.
Contact Snackpass Support
Contact Snackpass Support if:
The card reader will not turn on after checking the charging cable and power source.
The card reader will not charge after trying a known-working cable and power source.
The card reader cannot connect through Settings > Card Reader after completing the connection steps.
Payments continue to fail after restarting the card reader and SnackOS.
The card reader displays a tamper condition.
The card reader has physical or liquid damage.
Setup or software updates continue to fail.
You need assistance determining whether the reader requires replacement.
You need to factory reset the card reader. A factory reset is a process that must be completed safely. Depending on your store's settings, performing a factory reset without Support's guidance may cause offline payments to be lost. Contact Snackpass Support before performing a factory reset.
If you have any questions or encounter issues with your card reader, feel free to reach out to our Snackpass partner support team. You can contact us via live chat in your partner app, by phone at 866-868-2146, or through email at [email protected].