Frequently asked questions.

PayAnywhere Mobile

In the event that your credit card reader malfunctions, there is a 12-month limited warranty. In the event that you misplace your card reader, we will send you a replacement for an additional fee. If you need a replacement, order an additional one through PayAnywhere Inside or contact Customer Service at 877.387.5640.

Bluetooth Reader Troubleshooting

• Devices that are compatible with the PayAnywhere 2-in-1 Bluetooth Credit Card Reader
  • Requires iOS 6.0 or above
  • iPhone 4S or above
  • iPad 3rd Gen or above
  • iPad Pro 1st Gen
• Devices that are NOT compatible with the PayAnywhere 2-in-1 Bluetooth Credit Card Reader
  • iPad 1st and 2nd Gen
• Reader cannot be paired
  • Press the power on button to restart your reader.
  • Check if you can find the reader’s “Serial Number” (shown on the back of the reader) in the “Scanned Device List” of your smartphone or tablet.
• Reader cannot read your card successfully
  • Press the power on button to turn on the reader again. The reader will automatically connect with your smartphone or tablet again.
  • The reader may be at lower battery level, please use the USB cable to recharge it, then retry.
  • Ensure the reader or smartphone/tablet is within the reception range.
  • Check if the application instructs to swipe or insert card.
  • Ensure there is no obstacle in the card slots.
  • Check if the magstripe or chip of the card is facing the right direction when swiping or inserting the card.
  • Ensure your phone/tablet is a supported model for the reader’s operation.
  • Swipe or insert card with a more constant speed.
• Reader lost the connection with your smartphone or tablet when the reader is auto-off.
  • Press the power on button to turn the reader on again. The device will automatically connect with your smartphone or tablet again.
  • The reader may be at lower battery level, please use the USB cable to charge it, then retry.
  • Ensure the reader or smartphone/tablet is within the reception range.
• Reader does not work with your phone or tablet
  • Ensure the Bluetooth function of your smartphone or tablet is turned on.
  • Check the version of your operating system is supported for this reader’s operation.
• Device has no response
  • Use a paperclip to press to press the reset button at the bottom for a reboot.
• LED Indicator
  • All LEDs off - button release to power down
  • Red LED on - device starting up / charging battery
  • Red LED off - fully charged
  • Red LED flashing - low battery / critical low battery
  • Green LED on - Bluetooth is connected
  • Green LED flashing - standby mode / waiting for connect Bluetooth or Bluetooth is disconnected

3-in-1 Audio Jack Reader Troubleshooting

General Issues

• Supported devices: Click here
• Always ensure you're running the latest version of PayAnywhere. To check:
  • iOS: Settings→Help
  • Android: Settings→Tutorials and Support→Build Version (at the bottom of the screen)
• Try a device restart: Locate small pin on reader near aux jack, charging port. Press down (with some sort of object) for 5 seconds. Green light will start flashing.
• Avoid using phone or device cases when using the reader. This could prevent the reader from being properly plugged in.
• Make sure the device volume is turned all the way up.
• Make sure the reader is fully charged.

Commonly-Reported Issues

• Card Reader Cannot Connect/Initialize

  • Ensure the reader is fully-charged. When the reader is not fully-charged, the app has trouble initializing the chip card portion of the reader.
  • Ensure the phone or device volume is at maximum volume.
  • If you're seeing "Swipe Card Now" with the 3-in-1 plugged in, restart the device and plug in the reader. When the volume alert message pops up, click "OK" instead of "CANCEL". On some devices, clicking "CANCEL" will not save the volume settings needed to run the reader.
  • Ensure the Apple Pay symbol is facing up when you plug in the reader.
  • Check the firmware by tapping "Settings→Reader Firmware Upgrade" with the reader plugged in. If the firmware needs updating, you will be able to tap "Update Firmware". Complete the firmware update and then restart the device. Check to see if the problem persists.
  • Reset the reader: insert the end of a paper clip into the small hole next to the micro USB port, press for a few seconds. The reader will restart itself and a green light will blink.

• Card Swipe Issues

  • Ensure the card reader is plugged in at the proper orientation (Apple Pay logo facing up).
  • Holding the card with the magnetic strip facing up toward the Apple Pay logo, swipe the card from right to left using a swift, firm action. Some users report a distinct sound of "Snick!" when the card swipe is done correctly.
  • The app will prompt the user if the card swipe was done incorrectly - it sometimes takes a few tries to get teh technique down.
  • Some users have found that bending the card slightly when swiping, so that the card has better contact with the mag stripe reader on the inside, results in a better swipe result.
  • As with all swipe readers, older cards will have a more difficult time.
  • If the card has a chip in it, the user MUST use the Chip Insert function. Swiping the card will result in an error.

• Card Dip/Chip Issues

  • Ensure the card reader is plugged in at the proper orientation (Apple Pay logo facing up).
  • Any card with a chip in it must be inserted into the chip reader, rather than swiped.
  • When inserting/dipping cards, insert with the EMV chip facing up.

PayAnywhere Storefront

There is one free equipment swap every 12 months for defective equipment. Physical damage is not included in the free equipment swap. The paid swap fee is $99 plus shipping & handling. The replacement cost for physical damage is $199 plus shipping & handling. 

Having issues swiping a card

• Kill the app from the background
• Go to Device Settings → Sounds → Volume; set it to max
• Now open the app, login, and swipe

Issues processing EMV on SF 4.4 and above

• Confirm the firmware version on the unit: in app Settings → Reader Firmware Update → current version should say 3.10. If it's lower than that, please select the Update Firmware button. After the update, run a test EMV/Chip Card transaction to confirm it is working. If none of the above works, the Storefront may need to be swapped out.

Magstripe Reader Troubleshooting

General Issues

• Supported devices: Click here
• Always ensure you're running the latest version of PayAnywhere. To check:
  • iOS: Settings→Help
  • Android: Settings→Tutorials and Support→Build Version (at the bottom of the screen)
• Try a device restart.
• Avoid using phone or device cases when using the reader. This could prevent the reader from being plugged in properly.
• Make sure the device volume is turned all the way up.

Commonly-Reported Issues

• Card Reader Cannot Connect/Initialize

  • Ensure the phone or device volume is at maximum volume.
  • Ensure PayAnywhere and the bumper is facing the same way as the screen when you plug it in.

• Card Swipe Issues

  • Ensure the card reader is plugged in at the proper orientation.
  • Holding the card with the magnetic strip facing up toward the PayAnywhere logo, swipe the card from right to left using a swift, firm action. Some users report a distinct sound of "Snick!" when the card swipe is done correctly.
  • The app will prompt the user if the card swipe was done incorrectly. It sometimes takes a few tries to get the technique down.
  • Some users have found that bending the card slightly when swiping, so that the card has better contact with the mag stripe reader on the inside, results in a better swipe result.
  • As with all swipe readers, older cards will have a more difficult time.
  • If the card has a chip in it, the user MUST use the Chip Insert function. Swiping the card will result in an error.