Use this guide to diagnose and solve problems with the QuickBooks All-in-One 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 setting up a QuickBooks credit card reader or connecting a QuickBooks Payments account to Lightspeed Retail.
I do not see 'QuickBooks Payments' in BackOffice.
This option on the ‘Integrations’ menu is only visible to the Business Owner when an account is configured to use QuickBooks Payments as a processor.
Follow the steps here to sign out of BackOffice and sign back in as the Business Owner.
I do not see 'Add a new card reader' in the Retail POS (S-Series) app.
If the ‘Card Readers’ screen in the Retail POS (S-Series) app displays ‘No Card Readers Found’ instead of the option to ‘Add a new card reader’, it means you skipped a step during setup or the app needs to be updated.
In the Retail POS (S-Series) app, open the Main Menu and tap 'Get Updates from BackOffice', then 'Get Updates'.
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If the problem persists, follow the steps here to update the Retail POS (S-Series) app.
“Turn on Bluetooth to allow the Retail POS (S-Series) app to connect to accessories.”
This error appears if Bluetooth is not enabled before attempting to connect the QuickBooks credit card reader or the Retail POS (S-Series) app does not have Bluetooth access. Turn Bluetooth on and enable access for the Retail POS (S-Series) app to finish connecting the reader.
Tap 'Settings' to open the Settings app.
In Settings, tap 'Bluetooth' and toggle Bluetooth on.
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Reopen the Retail POS (S-Series) app and continue setting up the reader.
"Intuit requires your location"
If this error appears during a credit sale, it means you did not enable Location Services for the Retail POS (S-Series) app during setup. Turn on Location Services for the Retail POS (S-Series) app in the Settings app to be able to run credit transactions with QuickBooks Payments.
Reopen the Retail POS (S-Series) app to finish processing the sale.
Common Error Messages
This section covers common error messages related to processing transactions with the QuickBooks credit card reader.
“Card reader not connected”
This error occurs when processing a credit sale if the QuickBooks credit card reader was never set up or if it was intentionally disconnected from the register.
Follow the steps here to connect the QuickBooks credit card reader to the Lightspeed Retail POS.
“Gateway error”
This error occurs either as a result of the iPad having little to no internet connectivity or if a QuickBooks Payments account is not linked to your Lightspeed Retail account in BackOffice.
Press the iPad’s home button to exit the Retail POS (S-Series) app.
If results load, force quit and re-open the Retail POS (S-Series) app, then run the credit transaction again. If the problem persists, complete step 6.
If search results do not load, follow the additional steps below.
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.
“Unable to read card data”
This error appears when an employee swipes something other than a credit card (e.g. a gift card) after tendering a credit sale, if a card is not swiped properly through the reader, or if the magnetic stripe on the card is damaged.
Swipe a valid credit card.
If the customer is paying with an Integrated Gift Card, tender the sale as Gift Card and swipe again.
Swipe the card again, making sure the entire magnetic stripe travels through the reader.
The magnetic stripe must face forward as shown below.
This section covers miscellaneous issues unrelated to the sections above.
Where do I find the Realm ID for my QuickBooks Payments account?
The Realm ID allows Intuit support agents to quickly identify your QuickBooks Payments account when contacting Intuit directly for help. If asked for your Realm ID, find it in BackOffice.
Sign into BackOffice as the Business Owner.
Click ‘Integrations’, then select ‘QuickBooks Payments’.
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Locate the ‘Realm ID’ on the QuickBooks Payments page.
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The QuickBooks credit card reader will not turn on.
If the QuickBooks card reader will not turn on, chances are its battery is not charged.
Follow the steps here to charge the reader for at least 20 minutes.
How can I tell which register the reader is connected to?
With multiple QuickBooks credit card readers, you may need to identify which reader is connected to which register if things get mixed up.
In the Retail POS (S-Series) app, open the Main Menu and tap ‘Integrated Hardware’.
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How do I disconnect the QuickBooks credit card reader from my register?
Disconnect the QuickBooks credit card reader 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 in the Retail POS (S-Series) app, tap the connected card reader.
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