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Stripe M2 Card Reader Support FAQ
Is this a new card reader? Or has this card reader worked in the past?
If it has worked in the past, when did the issue start?
If the reader is new, please refer to initial setup materials. New users may also occasionally experience a network firewall issue that blocks Gate App communication. Please contact your IT team and/or CSM to discuss this possibility if issues persist. If you have ever processed a POS transaction with the Gate App, this is likely not the issue.
If you are able to connect the card reader to the Hometown Gate App, what is the current firmware version of the card reader? (Connect and click on Card Reader icon to see card reader device details)
What version of the Hometown Gate App is installed on your phone/tablet? (If an update is available, please update the Hometown Gate App and try again)
When exactly is the issue occurring? And are you receiving any error messages?
Please describe or provide a screenshot of any error message.
Please also note exactly what actions preceded you receiving the error message or encountering a specific issue. (ex: clicked the checkout button, entered my login credentials, clicked on the card reader to connect it, etc…)
Is the error occurring every time you attempt that action? Or does it occur intermittently? How often?
If you have more than one point of sale setup, is this issue occurring across all/multiple setups? Or is it isolated to one particular set?
What kind of internet connection is the phone/tablet that you are using with the card reader connected to? WiFi? Hotspot? Mobile data
Have you tested the strength/speed of the internet connection at the gate? If so, what were the download/upload speeds?
Has anything changed recently in regards to your Point of Sale setup? (ex: New gate location, switched from school WiFi to a hotspot, new equipment, etc.)
Is the phone/tablet that you are attempting to connect the card reader to Android or iOS?