TotilPay Go: Troubleshooting Bluetooth card reader issues

Please use the troubleshooting steps below to resolve your TotilPay Bluetooth card reader issues.

We recommend enabling TotilPay Go's Training Mode before troubleshooting your reader and testing your reader after each step.

How to reset your Chipper BT

Android Troubleshooting Steps

iOS (Apple) Troubleshooting Steps

How to order new card readers online

Tips and Best Practices

How to reset your Chipper BT

• Connect your Chipper BT to a power source.
• While it's charging, locate the reset button inside the enclosure through a small hole near the charging port.
• Press and hold the reset button until the status indicator light comes on.
• Release the button once the Chipper BT has rebooted.

Android Troubleshooting

1. Click here or follow the steps below to enable all TotilPay Go app permissions:

   1. Tap Settings
   2. Tap Applications
   3. Tap Installed
   4. Locate TotilPay Go and tap Permissions
   5. Enable all requested permissions: Location, Microphone, Phone, Storage
   6. Click here for step by step reader pairing instructions for Android.
2. Restart your card reader.
3. Confirm your card reader is charged.
   • Your card reader has an internal rechargeable battery and comes with a USB charging cable. Charge your reader until the light on the side of the reader just above the headphone connector is green.
     1. If your reader's status lamp doesn't light up when it's charging or connected to power, try using a different, known-good charging cable and power source.
     2. If your reader's status lamp doesn't light up when it's connected to a known-good charging cable and power source, your reader needs to be replaced.
4. Confirm TotilPay Go recognizes your card reader.
   
   • You'll see "Reader Connected" when you're on the card number entry screen.
     • If you see the "Reader Connected" message, but your card is still NOT recognized:
       
       1. Inspect the card for any signs of damage or wear
       2. Try swiping a known-good card
       3. Forget and Re-pair your card reader.
   • If you DON'T see "Reader Connected" when you're on the card number entry screen:
     1. Close and log back into the TotilPay Go app.
     2. Forget and Re-pair your card reader.
5. Confirm TotilPay Go is configured for your reader type.
   1. Login to TotilPay Go and tap More
   2. Tap Transaction (top label)
   3. Tap Card Reader
   4. Confirm your card reader type is selected (blue name and description)

iOS (Apple) Troubleshooting

1. Restart your card reader.
2. Confirm your card reader is charged.
   • Your card reader has an internal rechargeable battery and comes with a USB charging cable. Charge your reader until the light on the side of the reader just above the headphone connector is green.
     1. If your reader's status lamp doesn't light up when it's charging or connected to power, try using a different, known-good charging cable and power source.
     2. If your reader's status lamp doesn't light up when it's connected to a known-good charging cable and power source, your reader needs to be replaced. Click here for steps to place your online order.
3. Confirm TotilPay Go recognizes your card reader.
   
   • You'll see "Reader Connected" when you're on the card number entry screen.
     • If you see the "Reader Connected" message, but your card is still NOT recognized:
       
       1. Inspect the card for any signs of damage or wear
       2. Try swiping a known-good card
       3. Forget and Re-pair your card reader.
   • If you DON'T see "Reader Connected" when you're on the card number entry screen:
     1. Close and log back into the TotilPay Go app.
     2. Forget and Re-pair your card reader.
4. Confirm TotilPay Go is configured for your reader type.
   1. Login to TotilPay Go and tap More
   2. Tap Transaction (top label)
   3. Tap Card Reader
   4. Confirm your card reader type is selected (blue name and description)

How to order new card readers online

1. Login to your TotilPay Customer Portal at https://www.mobileebt.com/
2. You may be asked to add a payment method if we don't already have one on file.  Select Add Payment Method and follow the prompts to add a credit card or bank account to be used for subscription payments and equipment orders.
3. Select the Subscriptions tab from the left side menu.
4. Click the button Add Subscription or Card Reader .
5. Select the item you would like to purchase and click the Quantities button.
6. Select the number of readers you want to purchase.
7. Click Review Order .
8. Click Submit Order to finalize your purchase.

Tips and Best Practices

• If TotilPay Go keeps asking you to "Try Swiping Again"​​​, you may be able to resolve your issue with a small adjustment to your swiping technique. Swipe cards with a smooth, consistent motion with the card flush against the bottom of the well and the mag-stripe facing down.
• Be sure to follow all onscreen instructions when processing chip cards. In particular, don't remove a chip card until prompted. Removing a chip card early cancels a transaction.

Need help? Email TotilPay Support or call 888-377-7884.