Skip to main content
S
santacruzpermaculture
January 6, 2025
Question

Card reader not pairing

  • January 6, 2025
  • 1 reply
  • 0 views

I purchased a QB credit card reader on December 30, 2022. I’ve been using it for two years. There are three staff at my company that have been using it since that time without problems. Last month the card reader started only syncing with one staff person’s phone; myself (the owner) and another staff person mysteriously lost access and it no longer will pair with our phones. The software on our phones are up to date. All of the users, including the one that it still will pair with, have unpaired and disconnected the card reader. It seems like something changed with the card reader. If the machine has malfunctioned I would like QB to mail me a new one free of charge. Alternatively, please fix this issue on your end. I’ve called QB help twice and neither representative was able to help me.

1 reply

G
GlinetteC
January 6, 2025

Thank you for reaching out and bringing this issue to our attention, santacruzpermaculture. We apologize for the inconvenience you've been experiencing with our credit card reader and for the challenges in resolving this with our support team.

 

Although you have previously reached out to our support team, I would still recommend getting in touch with them once more to delve deeper into the issue. This will help determine if the problem with the card reader is related to the hardware or if it can be fixed with a specific solution.

 

I've added these resources to help you take payments using a card reader: 

 

 

Again, we sincerely apologize for any disruption this may have caused, santacruzpermaculture. We value you as a customer and are committed to ensuring that your experience with our products is efficient and satisfying. If there are additional concerns besides the card reader issue, please include them in the comments. We are here to help.

S
santacruzpermacultureAuthor
January 6, 2025

Thanks. Both of the representatives I spoke with said they could not resolve the issue. The first representative said that the card reader could only be paired with one device in it's lifetime. That's incorrect since we had it paired with multiple devices simultaneously over the past two years. The second representative said that the first representative was incorrect, and the best they could do is for them to submit a complaint on my behalf, and for me to submit feedback via my QBO account which I have done. What do you anticipate will come from me calling support for a third time? Is it possible for Intuit to work on this and then contact me when the issue is resolved?

E
EmaicaD
January 6, 2025

We genuinely acknowledge your frustration, and truly understand your ongoing issue with the QB credit card reader as your staff lost access to it, @santacruzpermaculture.
 

This case will be forwarded to our Next Level Help team. They will review the discussions in the Community as well as recent support interactions. Expect to hear from an expert within 1-2 business days who will guide you through the next steps.
 

We sincerely assure to help you with this matter about losing access to the QB credit card reader.
 

We appreciate your understanding and encourage reach out to us here in the Community if you have any further questions or concerns in the meantime.
 

Terms & ConditionsAccessibility statement