Short answer: It's usually one of five things, in this order: the reader's asleep or low on battery, the app doesn't have Bluetooth or location permission, the reader is still connected to another phone, an old Bluetooth pairing is getting in the way, or the reader needs an update. Start at the top. This covers Bluetooth readers like the Stripe Reader M2 and BBPOS WisePad 3.
Fixes, most likely first
- Charge it and turn it on. A flat or sleeping reader won't show up. Plug it in, then press the power button. The lights scan back and forth when it's on and waiting for a connection. A reader that's connected flashes three times.
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Check permissions. The app needs Bluetooth and your location to find a reader. On iPhone, open Settings, find Payment for Stripe, and allow Bluetooth and Location (While Using the App, not Allow Once). On Android, open Settings, then Apps, Payment for Stripe, Permissions, and allow the Bluetooth and Location permissions, with Use precise location on. If you see one of these messages, this article walks through it.
Bluetooth permission is required. Enable it in Settings.
Bluetooth permission is required to connect to the card reader.
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Turn Bluetooth on, and don't pair in Settings. The app connects to the reader itself. If you paired it in your phone's Bluetooth settings, tap the reader there, choose to forget it, and try again in the app.
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Use one phone at a time. A reader only talks to one device. If you see this message, turn Bluetooth off on the other phone or tablet, or forget the reader there.
This reader is paired to another device. Disconnect it from the other device, or forget the reader in Bluetooth Settings and try again.
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Start the search again in the app. On iPhone, open the menu, tap Connect Card Reader, then your reader under Bluetooth Readers. On Android, tap Connect reader, then Bluetooth reader. Hold the reader next to your phone while it searches.
- Update the reader. If the app offers an update, take it. iPhone shows Connect & Update, Android shows Update. Keep the reader close and the app open, and charge the reader to at least 50% first. An unfinished update can leave a reader that won't connect.
- Restart everything. Hold the M2's power button for 4 seconds to turn it off, then turn it on. Close and reopen the app. If it's still stuck, hold the M2's power button for 14 seconds to reset it, then connect again.
- On Android, reset the reader setup. Tap Connect reader, then Reset location, and connect again.
It connects, then drops
Check the battery first. The app tells you if the reader disconnected because Bluetooth is off or its battery is critically low. Keep the reader close to the phone, and don't have another phone nearby trying to grab it. If it keeps dropping after a reset, it may be a hardware problem. See My card reader is broken: returns and replacements.
Bought it used?
A reader that was registered to someone else's account or paired to their phone can refuse to connect. Reset it (hold the power button for 14 seconds) and try again. If it still won't, ask the seller whether it was released from their Stripe account.
For setup steps by model, see Stripe Reader M2 on iPhone, Stripe Reader M2 on Android, or BBPOS WisePad 3.
Still stuck?
Contact us from the app: open the menu, tap Help, then tap the mail icon in the top right. Tell us the reader model and what the app says.