Moby/5500 Credit Card Reader Troubleshooting

Use this guide to diagnose and solve problems with the Moby/5500 Bluetooth Credit Card Reader. If you have not yet set up the reader, visit our setup article.

Table of Contents

Setup Issues

This section covers issues that may occur while connecting the Moby/5500 to the Retail POS (S-Series) app.

The Integrated Hardware 'Card Readers' screen does not list the Moby/5500.

This happens when the Moby/5500 is powered off, not located close enough to the register, Bluetooth is disabled on the Retail POS (S-Series) app for iOS, or steps were skipped during setup.

  1. Check if the Moby/5500 is powered on.
    • When powered on, the indicator light will lit.
    • If powered off, press the side button until the indicator light turns on. If the reader does not turn on, follow these steps below to troubleshoot.
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  2. Make sure the Moby/5500 is located within 30 feet of the register.

    Exact Bluetooth range will vary based on environmental factors.

  3. Follow steps 3a - 3c below to verify Bluetooth is enabled within iOS.
    a  Open the iPad Settings app.
    b  Tap ‘Bluetooth’, then toggle Bluetooth on.
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    c  Tap ‘Retail (S)’, then enable Bluetooth access for the Retail POS (S-Series) app.
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  4. Confirm you have followed all steps in our setup guide.

Nothing happens when I tap the Moby/5500 on the iOS Register Card Readers screen.

If the ‘Bluetooth Pairing Request’ popup does not appear when tapping the Moby/5500 to connect to it, follow the steps below to resolve the issue.

  1. Tap 'Disconnect'.
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  2. Tap 'Begin Pairing' within the 'Using a Moby/5500?' panel and continue with setup.
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How can I tell which register the Moby/5500 is connected to?

With multiple Moby/5500 devices, you may need to identify which device is connected to which register if things get mixed up.

  1. Locate the device identifier below the QR code on the back of the reader.
  2. On a register, open the Settings app and tap ‘Bluetooth’.
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  3. Compare the number next to ‘MOB55’ with the last 8 digits of the number from step 1.
    Don't see 'MOB55'? The Moby 5500 is not connected to that register.
  4. Repeat steps 1-3 on each additional register.

How do I disconnect the Moby/5500 from a register?

Disconnect the Moby/5500 to use it with a different register, if asked to by a Customer Care advisor, or as a troubleshooting step to help resolve a stubborn issue.

  1. From the Card Readers screen, tap 'Disconnect'.
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Common Error Messages

This section covers common error messages related to processing transactions with the Moby/5500.

"Payments Processing Not Set Up"

This means the account is not set up for credit card processing or the register was not updated after processing was set up.

  1. Contact us to sign up for ShopKeep Payments by Lightspeed.

    Select eligible merchants may see a landing page directly in their BackOffice.

  2. If you received an email stating the account was boarded, 'Get Updates from BackOffice' on the register.

"Card Reader Device Disconnected" or "Credit Card Reader is Not Found"

These errors occur when processing a credit sale if the Moby/5500 was never set up or if it is disconnected from the register.

  1. Follow the steps here to connect the Moby/5500 to the Retail POS (S-Series) app.
  2. If the problem persists while using the Retail POS (S-Series) app, follow steps 2a - 2b below.
    a  Open the iPad Settings app.
    b  Tap ‘Retail (S)’, then enable Bluetooth access for the Retail POS (S-Series) app.
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"No Internet Connection" or “Transaction Error”

The register must be connected to the internet via Wi-Fi or ethernet to process credit cards. Connect the register to your network, then try the sale again.

  1. Tap 'OK' or the back button to return to the New Sale screen.
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  2. Connect to an internet network from the Settings app of the iOS device.
  3. Tap 'Credit', then try processing the sale again.

"Gateway Error"

This error occurs on the Retail POS (S-Series) app for iOS as a result of the register having little to no internet connectivity.

  1. Press the iPad’s home button to exit the app.
  2. Open Safari and perform a Google search.
    • If results load, force quit and re-open the Retail POS (S-Series) app, then run the credit transaction again.
    • If search results do not load, follow the additional steps below.
  3. Open Settings and tap 'Wi-Fi'.
  4. Check if the register is connected to the correct network.

    If the register is connected to the wrong network, switch it to the right one, then force quit the Retail POS (S-Series) app and try the sale again.

  5. Make sure your network follows all recommendations in our Best Practices guide.
  6. If the problem persists, reboot the router or contact your internet service provider for help restoring the internet connection.

"Card Declined" or "Decline"

‘Card declined’ and ‘Decline’ both mean the attempted charge was refused by the customer’s bank.

  1. Tap 'Retry' to try charging the card again.
  2. If declined again, have the customer contact their bank or finish the sale with a different card or tender.

"Invalid Entry", "Invalid Card", "Field format error", or "Invalid account number"

For swiped credit cards, ‘Invalid Entry’ and ‘Invalid Card’ mean you did not swipe a valid credit card or there was something wrong with the card’s magnetic stripe. For manually entered credit cards, these errors indicate either the Credit Card #, Expiration Date, Billing ZIP, or CVV were entered incorrectly.

  1. If the error occurs while swiping a card, make sure you swiped a valid credit card.
    • If the swipe fails, manually enter the card information or swipe a different card.
    • If the card is an Integrated Gift Card, tender the sale as ‘Gift Card’ and manually enter the gift card number or scan its barcode.
  2. If the error occurs while manually entering a card, tap 'OK' and reenter the card information.
    • Most credit card numbers are at least 14 digits and begin with 2, 3, 4, 5, or 6.
    • For Discover, MasterCard, & Visa: CVV is the 3 digits on the back of the card next to its last 4 digits.
    • For American Express: CVV is 4 digits on the front of the card above the card number.

I'm receiving an error not listed on this page

  1. Contact Customer Care for assistance.

Miscellaneous Issues

This section covers miscellaneous issues unrelated to the sections above.

The Moby/5500 will not turn on.

If the Moby/5500 does not power on, chances are its battery is not charged.

  1. Follow the steps here to charge the Moby/5500.

I don’t see the ‘Credit’ tender on my register.

This occurs if credit card processing is not set up on the Retail POS (S-Series) app, the ‘Credit’ tender is disabled in BackOffice, or the register has not been updated.

  1. If you have not set up credit processing, contact us to sign up for ShopKeep Payments by Lightspeed.

    Select eligible merchants may see a landing page directly in their BackOffice.

  2. In BackOffice, visit Tender Settings and make sure ‘Credit’ is enabled.
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  3. Get updates on the register to sync the changes to the register.
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Nothing happens when I insert, tap, or swipe a card.

  1. Check that the customer’s credit card supports the method you are using to process it.
    • If inserting the card, a smart chip must be embedded in the front of the card.
    • If tapping the card, a contactless symbol like the one on the front of the Moby/5500 must appear somewhere on the card.
    • If swiping the card, a magnetic stripe must be present on the back of the card.
  2. If inserting or swiping, make sure to do so with the card in the correct orientation as described below.
    • Insert the card chip-end first into the top of the reader with the chip facing the front of the reader.
    • Swipe the card from left to right through the top slot on the reader with the card stripe facing the back of the reader.
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  3. Tap 'Cancel' to return to the New Sale screen.

    If gratuity is enabled, tap ‘Back,’ then ‘Cancel.’

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  4. Tap 'Credit', then try processing the card again.
  5. If the problem persists, follow these steps above to disconnect the Moby/5500, then reconnect it to the register.

The Retail POS (S-Series) app is stuck on the "Transaction in Progress" or "Please Remove Your Card" screen.

The Retail POS (S-Series) app may become stuck on one of these screens if the internet connection is lost while a credit sale is in progress.

  1. Force quit the Retail POS (S-Series) app.
  2. Follow the steps here to troubleshoot the internet connection.
  3. Reopen the Retail POS (S-Series) app and try the sale again.