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M2 Card Reader: Installation & Troubleshooting Guide
M2 Card Reader: Installation & Troubleshooting Guide

This guide will provide some installation & troubleshooting steps for the M2 card reader

Updated today

Please review this guide if you are installing or having any trouble with your M2 card reader. If you need additional support, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

Setup

Kiosk Models Requiring the Stripe M2 Reader

For seamless integration with the Stripe M2 reader, ensure you are using one of the following compatible kiosk models. Each of these has been designed to optimize functionality with the M2 reader:
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Model A4 - Standing Kiosk Gen 2

Model B4 - Countertop Kiosk / Register Gen 2

Model C4 - Slim Kiosk

Model D4 - Snack Duo (Dual Screen Register)

Model F5 - Food Truck Kiosk

Model G4 - Wall Mounted Kiosk

Product diagram

Troubleshooting:

How to install/remove a card reader

Note: When installing/removing the M2 card reader, it's crucial to note that certain models utilize a card reader plate that mounts between the screen and the chosen mount & a dock that is attached to said card reader plate. (Wall mount, clamp mount, or standing kiosk). This includes the following models:

Model A4: Standing Kiosk

Model C4: Standing Kiosk

Model F4: Clamp Mount Kiosk

Model G4: Wall Mount Kiosk

Ensure you identify your specific model and mount configuration before proceeding with the install/removal instructions to accommodate for these variations. Proper handling and removal techniques will prevent damage to both the card reader and the mounting system.

For Models A4-G4 on the list above:

  1. Unplug the charging cable: You will need to unplug the charging cable from the bottom side of the card reader (where the port is).
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  2. Safely Disengage the Card Reader: Ensure you apply upward pressure to the card reader by gently pushing from the bottom while keeping the bracket stable with your other hand. This technique helps prevent damage during removal and maintains the integrity of both the card reader and bracket.

    Important Notice: DO NOT pull the card reader towards you. It MUST be slid up/down.

  3. Remove the Card Reader with slight force: Apply gentle but firm upward pressure to the bottom of the card reader while securing the bracket. It may require some force, but continue pushing until the reader slides completely out of the slots. Ensure a steady motion to prevent any damage during removal.
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    Note: You can use two thumbs to apply pressure upwards to allow for the card reader to come off easier. Ensure you do not press to hard as the card reader may jump out of place.

  4. Install the Card Reader: Align the slots of the card reader with the bracket, ensuring they are perfectly matched. Firmly press down on the reader until you feel or hear a click, indicating it has securely snapped into place.
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My card reader is not charging

  1. Inspect the Charging Cable: Carefully examine the charging cable for any signs of wear or damage, such as fraying, exposed wires, or bent connectors. Ensuring the cable is in good condition is crucial for maintaining safe and efficient device operation. Replace the cable if any defects are found to prevent potential hazards or connectivity issues.

    Note: If you suspect the cable is broken, you can purchase a new USB to USB-C cable, or USB-C to USB-C cable and replace the one you have.

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  2. Verify Port Functionality: Ensure the port into which the card reader is connected to is functioning correctly. Test the port by connecting a different, known-working reader to verify that it provides power and data transfer without issues. If any problems are detected, consider switching ports.

    Note: This can be done by plugging in a different device into the USB-C cable within that same port. If the card reader is not charging, plug it into a USB-C cable that is connected to a wall outlet. If the card reader starts charging, the port you initially connected it to is faulty.

  3. Ensure chargers are properly plugged: Check each spot where the charging cables connect to make sure they are snug and secure. Look for any signs of wear, like rust or loose wires. These connections need to be tight to ensure your device charges correctly. If you see any problems, like a wire that's not connected well or is rusty, try tightening it or replacing the part before using the device.
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    Note: Make sure all USB hubs or charging kits are firmly connected. Ensure the charging block is fully and snugly inserted into the wall outlet. Confirm that the charging cable is completely plugged into the card reader.

  4. Test Charging with an Alternative Cable: Use an alternative USB-C to USB-A or USB-C to USB-C cable to connect your card reader to a power source and check for charging indicators like a light or icon. This helps determine if the original cable is faulty.

  5. Purchase a Replacement Card Reader: If you've tried all the steps above without success, consider purchasing a new card reader to replace the faulty one.
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My card reader is not powering on

  1. Check the Card Reader's LED Status: Click the power button once to view the LED on the card reader to assess its status. A steady or blinking light often indicates power or operational status, helping diagnose if the device is functioning correctly or experiencing issues.

  2. Troubleshoot If No LEDs Are Lit: If no LEDs are lit, ensure proper charging by following the "My Card Reader is Not Charging" section. Attempt a reboot using the "Reboot My Card Reader" instructions. If necessary, perform a factory reset following the "Factory Reset My Card Reader" guide.
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  3. Purchase a Replacement Card Reader: If you've tried all the steps above without success, consider purchasing a new card reader to replace the faulty one.
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My card reader is damaged

  1. Purchase a Replacement Card Reader: If you've tried all the steps above without success, consider purchasing a new card reader to replace the faulty one.
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  2. Please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

My card reader is not connecting to the kiosk/register

  1. Check for Tamper Mode Status: Look for the first and fourth LEDs being illuminated on the card reader, which indicates it is in tamper mode.
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    Important Notice: The card reader cannot be reset, and you will need to request a replacement from the Snackpass customer support team. If device is out of warranty, you will need to purchase a new card reader.

  2. Reboot the Card Reader: To address potential issues, perform a reboot of the card reader by following the steps outlined in the "Reboot My Card Reader" section. This may resolve minor glitches and restore normal operation.
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  3. Reboot the Kiosk/Register: Turn off the kiosk/register, wait a few moments, and then power it back on. This simple reboot can help resolve any temporary glitches and improve performance.
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  4. Perform a Factory Reset on the Card Reader: Conduct a factory reset by following the instructions in the "Factory Reset My Card Reader" section. This process will restore the device to its original settings, potentially resolving persistent issues.
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  5. Please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

My card reader is failing to download the update and disconnects during setup

  1. Ensure Device is charged to at least 75% (3 dots): Confirm the device is charged to at least 75%, indicated by at least three illuminated dots on the charge indicator, to ensure optimal performance and sufficient power for operations. Refer to the charging status guide.
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  2. Guide for Connecting the Card Reader: Follow the step-by-step guide provided to successfully connect your card reader. This will ensure that the device is properly linked and ready for operation.
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  3. Please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!
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Payments are not processing on my card reader

  1. Identify Tamper Mode on Card Reader: Inspect the card reader for tamper mode by checking if the first and fourth LEDs are illuminated. If tamper mode is active, the card reader cannot be recovered and requires a replacement. Contact the Snackpass customer support team to request a new device.
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  2. Reboot the Card Reader: To address potential issues, perform a reboot of the card reader by following the steps outlined in the "Reboot My Card Reader" section. This may resolve minor glitches and restore normal operation.
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  3. Perform a Factory Reset on the Card Reader: Conduct a factory reset by following the instructions in the "Factory Reset My Card Reader" section. This process will restore the device to its original settings, potentially resolving persistent issues.
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  4. Please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

Product information

Operating Environment

  • Operating temperature: 0°C – 45°C (32°F – 113°F)

  • Maximum humidity: Max 95%

Warning: This device is not rated for outdoor use. Any liquid can cause the device to enter Tamper Mode which is a non-recoverable issue.

Status Indicators

General status

  1. First LED ON: Ready for payment | Tap card.

  2. ALL LED's ON in order: Processing Payment | Reading Card Information

  3. Four LED's ON + BEEP: Successful Card Read

  4. First LED Flashing: Standby Mode

  5. Single "Beep" Sound: Transaction Completed

  6. Double "Beep" Sound: Error Try Again

  7. ALL LED's OFF: Device is off

  8. First and fourth LED illuminated: Tamper mode (Unrecoverable)


Charging status

Product warnings

Connection method to kiosk/register

M2 card reader must be connected over USB for best results.

How To

Reboot my card reader

  1. Disconnect the Card Reader: Carefully unplug the card reader from its cable and undock it to disconnect it, ensuring no cables or components are damaged during the process.

    Note: This step cannot be skipped, the card reader will not reboot if it is being charged.

  2. Restart the Card Reader: Press and hold the power button until all four LEDs light up and then turn off sequentially.
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  3. Turn On the Card Reader: Press and hold the power button until the LED lights up and a "beep" sound is heard. Then, release the button to power on the card reader.
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    Note: Once powered on, the card reader will automatically re-pair with the previously connected device, provided that device is turned on and within range.

  4. Manual Reconnection of Card Reader: If the card reader fails to automatically connect or connects to an incorrect kiosk/register, consult the "Connect a Card Reader to Your Kiosk/Register" guide for instructions on manually establishing the correct connection.

Factory reset my card reader

  1. Detach the Card Reader from the Mount: Carefully remove the card reader from its mount to ensure no damage occurs to the device or the mounting mechanism.
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  2. Find the Factory Reset Button: Locate the factory reset button, which is situated at the bottom of the card reader, adjacent to the charging port.
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  3. Perform a Factory Reset: Using a paper clip or similar tool, press and hold the factory reset button next to the charging port until the card reader restarts. This will reset the device to its original settings.
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  4. Reconnect Card Reader to Kiosk/Register: Refer to the "Connect a Card Reader to Your Kiosk/Register" guide for detailed steps on re-establishing the connection between your card reader and the kiosk/register after performing a reset or troubleshooting.

Additional product information

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