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Troubleshooting: BBPOS card reader
Troubleshooting: BBPOS card reader
Updated over 10 months ago

Please review this guide if you are having any trouble with your BBPOS 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. My card reader is not charging

  2. My card reader is not powering on

  3. My card reader is damaged

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

  5. Payments are not processing on my card reader

Additional product information

Product diagram

Troubleshooting

My card reader is not charging

  1. Check the charging cable for any damage

  2. Make sure the outlet that 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 charging 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 and with a different charging brick (microUSB 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 illuminated 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

        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

      3. Try a factory reset of the 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

  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 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 a multi-LED flashing

    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

    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

  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

    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

  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!

Payments are not processing on my card reader

  1. Check if your card reader is in tamper mode - this will be indicated by a multi-LED flashing

    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

    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

  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

    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

  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 card reader is not rated for outdoor use

LED status indicators

General status

The LED found on the side of the reader (above the power button) can indicate certain device statuses. The following is a guide to those indicators:

  1. All LEDs off - button release to power down

  2. Red LED on - device starting up / Charging battery

  3. Red LED off - fully charged

  4. Red LED flashing - low battery / critical low battery

  5. Blue LED on - bluetooth is connected

  6. Blue LED flashing - standby mode / waiting to connect bluetooth or bluetooth is disconnected

  7. Multi color LED flashing - tamper mode - replace the device

Payment status

Product warnings

Connection method to kiosk/register

BBPOS card readers can be connected over bluetooth or USB but a USB connection is preferred

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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