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Troubleshooting: M2 card reader
Troubleshooting: M2 card reader

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

Updated over 9 months ago

Please review this guide if you are 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!

Quick links

  1. How to remove the card reader

  2. My card reader is not charging

  3. My card reader is not powering on

  4. My card reader is damaged

  5. My card reader is not connecting to the kiosk/register

  6. My card reader is failing to download updates and disconnects during setup

  7. Payments are not processing on my card reader

Additional product information

Product diagram

Troubleshooting

How to remove the card reader

  1. Unplug the charging cable

  2. Make sure to push the card reader from the bottom while holding the bracket steady

    Warning: DO NOT pull the card reader towards you. It MUST be sled up/down.

  3. It will require some force, but continue pushing the reader upwards until it slides out of the slots

  4. To put install the card reader, align the slots with the bracket and firmly push down until you feel/hear it clicking into place.

My card reader is not charging

  1. Check the charging cable for any damage

  2. Make sure the outlet the card reader is plugged into is working properly

    1. This can be done by plugging in a different device into the outlet or by plugging the card reader into a different (confirmed) working outlet

  3. Confirm that all charger circuit connection points are properly connected and secured

    1. All USB hubs or charging kits are properly connected

    2. Charging block is seated fully into the wall outlet

    3. Charging cable is seated fully into the card reader

  4. Try to charge the card reader with a different charging cable (USB-C to USB-A connection type) if available

  5. If none of the above steps have solved your issue or you are having trouble with any of the steps, 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 powering on

  1. Check the LED status on the card reader

    1. If any LEDS are lit on the card reader, follow the LED status indicator section on the status of your card reader

    2. If no LEDs are lit on the card reader:

      1. Make sure the card reader is charging properly following the My card reader is not charging section

      2. Try a reboot of the card reader following the reboot my card reader section

      3. Try a factory reset of the card reader following the factory reset my card reader section

  2. If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

My card reader is damaged

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 if your card reader is in tamper mode - this will be indicated by the first and fourth LED illuminated

    1. The card reader cannot be removed from tamper mode, a replacement will need to be requested from the Snackpass customer support team

  2. Try a reboot of the card reader following the reboot my card reader section

  3. Try to reboot the kiosk/register by powering it off and on

    1. For Lenovo tablets, the power button can be found on the side of the tablet

    2. For Microtouch monitors, the power button can be found on the back of the monitor

  4. Try a factory reset of the card reader following the factory reset my card reader section

  5. If none of the above steps have solved your issue or you are having trouble with any of the steps, 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. Under card reader pairing screen, tap "Device Settings"

  2. While in device settings, click on bluetooth

    1. If you don't see "Bluetooth" settings in the menu, please contact support

  3. Click "Allow" if a pop up screen appears

  4. Make sure the card reader is on and powered. Connect to the card reader (confirm serial number on the back of the card reader)

  5. Hold the power button on the card reader for 5+ seconds to turn it off and then turn it on again (power cycle)

  6. Go back to the Snackpass “Connect Card Reader” screen and click “Find a Device” (make sure "Bluetooth" is highlighted in blue at the top of the screen)

  7. The card reader should appear in the “Discovered Readers” section

  8. Select the card reader and allow it to update the firmware (5-15 minutes)

  9. Once complete and connected, click “Continue”

  10. If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

Payments are not processing on my card reader

  1. Check if your card reader is in tamper mode - this will be indicated by the first and fourth LED illuminated

    1. The card reader cannot be removed from tamper mode, a replacement will need to be requested from the Snackpass customer support team

  2. Try a reboot of the card reader following the reboot my card reader section

  3. Try to reboot the kiosk/register by powering it off and on

    1. For Lenovo tablets, the power button can be found on the side of the tablet

    2. For Microtouch monitors, the power button can be found on the back of the monitor

  4. Try a factory reset of the card reader following the factory reset my card reader section

  5. If none of the above steps have solved your issue or you are having trouble with any of the steps, 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

LED status indicators

General status

  1. Connecting with POS terminal - First LED flashing

  2. Ready for NFC Reading – First LED on

  3. Success Reading – 4 LEDs on in consecutive order

  4. Transaction Completed – One “BEEP” sound Errors – Two “BEEP”sound

  5. Power off – All LEDs off

  6. First and fourth LED illuminated - Tamper mode

Charging status

Payment status

Product warnings

Connection method to kiosk/register

M2 card reader must be connected over bluetooth

How To

Reboot my card reader

  1. Unplug the card reader from the mount

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

  2. Hold down the power button until the LED turns off and then release the button

  3. Hold down the power button until the LED turns on and then release the button

    1. Your card reader should automatically connect to the correct kiosk/register

  4. Follow the connect a card reader to your kiosk/register guide to reconnect your card reader if it does not automatically connect or connects to the wrong kiosk/register

Factory reset my card reader

  1. Remove the card reader from the mount

  2. Locate the factory reset button (located at the bottom of the card reader, next to the charging port)

  3. Take a paper clip (or paper clip like item) and press the factory reset button until the card reader restarts

  4. Follow the connect a card reader to your kiosk/register guide to reconnect your card reader

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