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Stripe M2 Card Reader Troubleshooting Guide
Initial Observation
Check for damage.
Has the card reader been dropped, damaged or gotten wet?
Is the card reader charged?
Double check that the outlet, charging block, and charging cable are all working and that the reader itself is charging.
If turned off and then plugged in, the reader will turn on and begin charging.
If already on, the lights at the top will light up according to current battery life.
Battery life indicator lights - They should light up from right to left depending on battery charge. (4 lights max, 1 light=25% battery, 2=50%, etc.)
Press the power button once to check the battery indicator lights if they have gone to sleep.
Does the card reader boot up properly? When turned on…
Does the reader beep 3 times?
Do the green battery light indicators near the top of the reader light up? (Stay on for roughly 5 seconds.)
If any of the above functions do not appear to be working as intended, please contact Hometown Support as the device may be damaged or faulty.
If everything seems to be working properly, please continue.
Unable to Connect M2 Card Reader to Gate App/Cannot Connect Credit Card Reader
Make sure that you have a strong and reliable internet connection at the location where the devices are going to be used. You can test your connection here. The test must be run on the phone/tablet that you will be using, at the location that you will be using it, and using the same WiFi that you will be using during the event. Contact your IT department if assistance is needed. (Rough estimate on minimum speeds - 5 Mbps download/1-2 Mbps upload)
Make sure that the card reader is fully charged.
Make sure that bluetooth is turned on for the phone/tablet that you are attempting to connect the card reader to.
Check that the HomeTown Gate App has permission to access bluetooth/nearby devices. (Gate App requires bluetooth, location, and camera permissions.)
Wait to turn on your credit card reader until you are in the Sell screen for the event that you intend to sell tickets for. Once in the Sell screen, turn the card reader on and then try to connect the card reader to the HomeTown Gate App.
Card Readers can only be connected to one phone/tablet at a time. (You may need to “Forget this Device”, in the Bluetooth menu on a phone/tablet that it was previously connected to if it is nearby.)
Connect the card reader via bluetooth directly to the Hometown Gate App. Connecting the card reader directly to the phone/tablet bluetooth settings can cause connectivity issues. (First connection may result in a prompt for Bluetooth Pairing Request, select Pair.)
If, while attempting to connect the card reader, you are prompted with a message that says that the card reader requires a firmware update, please set the devices down and let the update complete before attempting anything else. The card reader should automatically connect upon successful completion of the update. (Firmware updates require a minimum 50% battery to run, and will happen automatically if needed. Card readers may not work without current firmware. Keep readers charged.)
There is a reset button located in a small hole next to the card reader’s charging port. A paperclip or other small object can be used to push that button which will reset the card reader. This can help clear previous bluetooth connections or other small issues. Please press that reset button and try again to connect.
Make sure your login has security clearance to sell tickets. Certain login credentials may only have access to scan tickets into events.
Able to Connect M2 Card Reader to Gate App
Make sure that you have a strong and reliable internet connection at the location where the devices are going to be used. You can test your connection here. The test must be run on the phone/tablet that you will be using, at the location that you will be using it, and using the same WiFi that you will be using during the event. Contact your IT department if assistance is needed. (Rough estimate on minimum speeds - 5 Mbps download/1-2 Mbps upload)
Make sure that you have the most recent version of the Hometown Gate App installed on your phone/tablet.
Make sure that the card reader firmware is updated to the most recent version. (Card readers must be charged over 50% for automatic firmware updates to take place immediately after connection.) Most recent firmware version can be found here.
Make sure each set of connected devices stay in range of each other. Roughly 10-15 feet for best results.
Make sure that the phone/tablet has completed any available software updates.
Switching between different events will cause the card reader to disconnect. The Gate App will try to automatically reconnect to the card reader once you are in the Sell screen of the new event. However, if it does not reconnect after 5 seconds, please manually connect the reader by clicking on the card reader icon and selecting the intended card reader. This feature assures that the card reader is connected to the correct merchant account that is related to each specific event.
Additional Card Reader Tips
If attempting to connect multiple point of sale setups, please power off all devices and start by powering on and connecting one set at a time. It is best practice to keep sets of devices numbered and paired together to avoid possible connectivity issues. (ex: Card Reader #1, Tablet #1, Printer #1 always stay together.)
If one payment type is not working(ex: Tap payments will not process), please confirm that it is not an issue with the fan’s payment. Not all cards have insert/tap capabilities. Apple/Google Pay may require certain settings be enabled on the fan’s phone.