Troubleshooting - Toast Card Readers

Always make sure EMV is Enabled and that your Card Reader is up to date:

• In the Toast POS App, sign in with your number/swipe Card.
• Select the Back Arrow in the top left corner.
• Locate Device Setup
• Scroll down to the bottom of Device Set up.
• Verify that "EMV" is enabled (Yes).
• Click on the card reader (Typically BBPOS Chipper 2X)
  
• Select Card Reader Updates - Check for updates and Install if available. **This can take up to 5 minutes and you will not be able to navigate away from this screen**

EMV is enabled, reader is up to date:

• On the home screen of the device open the app called Card Reader Support
  
• You should see USB Status: Connected
• If you see "disconnected" or an error indicating the reader is not connected please let us know!
  
• Select each NFC (Tap to Pay), Insert (Chip), and Swipe:
  • Use a working credit card with tap/chip/swipe functionality to test each one, nothing will be charged, this app only tests communication with the reader.
  • Select each read type individually, then use your card on the card reader to test.
  • You will see either Result: Pass (Green) or Result: Fail (Orange)
    
  • If you see any Orange Fails, please let us know!
  • If all 3 pass, make a test purchase in Toast.

Card Reader all pass in support app but fails in Toast, message may say "Unable to communicate with card reader".

• Exit Toast App
• From the device Home Screen swipe up from the bottom of the screen and go to the Settings App (Gear/Cog Icon)

• Click on "Apps" > "Toast POS" > on the right select "Force Stop" then "Ok" > on the right side locate "Storage and Cache" > select ONLY "Clear Cache".

  
   

• Next, go back to the main list in the Settings App.
• Scroll down to "About Device"
• Scroll down to "USB Detection"
• Press Reset ALL

  

• If prompted select Toast POS, otherwise Exit the Settings App.
• Finally, hold the power button on the back of the terminal and select "Reboot".
• Go back into the Toast app and test.

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Reader still fails only in Toast - Final Steps, moving the reader to a different port on the back of the Terminal.

• Physically remove the card reader from the terminal and move it to a different port on the SAME terminal.
• Reboot the terminal and test.
• If the reader now works, move the reader back to the original port, reboot the device and test again.
  • If the reader continues to NOT work on the original port please tell us the SN of the TERMINAL.
• If the reader still does not register on any port on the terminal- Take a known working card reader from a DIFFERENT terminal and attach it to the terminal with the issue. Reboot the device and test.
  • If the different reader works please include the Serial Number from the bad CARD READER.
• Please take care when tightening the screws on the card reader. Tightening them too tightly can crack the reader!