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.
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.
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.
Locate the device identifier below the QR code on the back of the reader.
On a register, open the Settings app and tap ‘Bluetooth’.
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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.
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.
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.
Contact us to sign up for ShopKeep Payments by Lightspeed.
Select eligible merchants may see a landing page directly in their BackOffice.
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.
Tap 'OK' or the back button to return to the New Sale screen.
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Connect to an internet network from the Settings app of the iOS device.
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.
Make sure your network follows all recommendations in our Best Practices guide.
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.
Tap 'Retry' to try charging the card again.
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.
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.
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.
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.
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.
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.
