--- title: "Troubleshoot the IDTech VP3350 in Android" slug: "troubleshoot-the-idtech-vp3350-in-android" updated: 2026-10-15T01:30:48Z published: 2026-10-15T01:30:48Z canonical: "help.servicetitan.com/troubleshoot-the-idtech-vp3350-in-android" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshoot the IDTech VP3350 in Android ## Overview If you’re having issues using the IDTech VP3350 card reader with your Android device, use these troubleshooting steps to reach a solution. > [!NOTE] > **Note:** If you can’t successfully connect the VP3350 reader, you can always manually enter the card’s information or take a picture. ![IDTECH device with touch interface and indicator lights for contactless transactions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(175).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A48%3A56Z&se=2026-10-31T02%3A48%3A56Z&sr=c&sp=r&sig=sZDE1K3s0qxnU0nUp2uhRRE%2FjYQli5Z7dvztMysUsao%3D) ## Things to know - If you receive an error stating that the IDTech credit card reader is unavailable, contact [fintechsupport@servicetitan.com](mailto:fintechsupport@servicetitan.com). - To ensure more successful payments, use the chip reader on the IDTech reader for all your credit card transactions. - If you have previously paired an IDTech credit card reader to your mobile device, it automatically reconnects if it's the only reader in range. - To connect to the correct card reader, check the serial number of the IDTech credit card reader on the back of the device. - Once the credit card reader has been turned on, it remains in standby mode for 15 minutes. - Once the initial setup is complete, reconnecting the IDTech credit card reader takes 15 seconds or less to process a payment. ## General troubleshooting steps - Check for and install new firmware updates for the EMV reader from the **Technician Profile** menu of the ServiceTitan mobile app. > [!NOTE] > **Note:** This is not the same as performing a ServiceTitan mobile app update in the Google Play store. - Ensure you're on the latest software version available for your mobile device. - Set screen lock or sleep timeout to at least 10 minutes. - Uninstall and reinstall the ServiceTitan Mobile app, then restart your mobile device. - Download the Pricebook and sync changes. For more information, see [Update your pricebook](/construction/docs/update-your-pricebook-in-servicetitan-mobile). ## IDTech VP3350 reader issues Here are some common IDTech VP3350 reader issues and recommended troubleshooting steps: | **Problems** | **Recommendations** | | --- | --- | | IDTech Reader can't be paired | - Press and hold the **Power** button for 10 seconds to perform a soft restart. - Check if you have the latest Firmware version of the IDTech reader. If not, check for firmware updates in ServiceTitan Mobile. For more, see [Set up your mobile device with the IDTech VP3350 card reader in ServiceTitan Mobile](/construction/docs/set-up-your-mobile-device-with-idtech-vp3350-card-reader) | | IDTech Reader loses connection with your mobile device when the reader is set to auto-off | - The IDTech reader may have a low battery, so try to use the USB cable to charge, then retry. - Ensure the IDTech reader is within the reception range of your mobile device. | | IDTech Reader doesn't work with your phone or tablet | - Ensure the Bluetooth function of your mobile device is turned on in your phone Settings. Go to **Settings > Bluetooth** and unpair the IDtech device. Open the ServiceTitan mobile app, manually check for a firmware update, and attempt to complete a payment transaction. - Check that your mobile device has the most recent operating system version. - Check that your mobile device is a supported model for this reader's operation described in [System requirements and mobile app information](/construction/docs/system-requirements-and-mobile-app-information). - Check if you have the latest Firmware version of the IDTech reader. If not, check for firmware updates in ServiceTitan Mobile. For more, see [Set up your mobile device with the IDTech VP3350 card reader in ServiceTitan Mobile](/construction/docs/set-up-your-mobile-device-with-idtech-vp3350-card-reader) | | Another technician is using the same mobile device with a different IDTech reader | - Ensure the Bluetooth function of your mobile device is turned on in your phone Settings. Go to **Settings > Bluetooth** and unpair the IDtech device. Open the ServiceTitan mobile app, manually check for a firmware update, and attempt to complete a payment transaction. - If the issue persists, log out of the ServiceTitan mobile app, use a paperclip to press and release the **Reset** button at the bottom of the IDTech reader (next to the USB port) to perform a hard restart, and log back into the app. | | IDTech Reader can't read your card | - Press and hold the **Power** button on the reader for 10 seconds to perform a soft restart. The IDTech reader will automatically connect to your mobile device. - The IDTech reader may have a low battery. Recharge the device, then try again. *Insert or swipe a card* - Check if the application says *Ready to Swipe*. - Check that the magstripe or chip of the card is facing the right direction when you insert or swipe the card. > [!NOTE] > **Note:** If your card has a chip, you cannot swipe the card. - Swipe with a more constant speed. - Check that your mobile device is a supported model for this IDTech reader's operation described in [System requirements and mobile app information](/construction/docs/system-requirements-and-mobile-app-information). *Tap Card* - Check if the card supports NFC payments. - Ensure your card is placed within 4cm of the NFC marking. | | IDTech Reader has no response | - Use a paperclip to press and release the **Reset** button at the bottom of the IDTech reader (next to the USB port) to perform a hard restart. | | Changes made on the office side are not appearing on the ServiceTitan mobile app | - Download the pricebook, sync changes, and log out and back into the mobile app. | | Error: Chip insert is required to complete this transaction due to a limitation from the issuing bank. | 1. Tap OK to close out the error message. 2. Wait until you see a separate time out error. 3. Start a new payment transaction and make sure to use the IDTech VP3350's chip reader. | ## Want to learn more? - See [Set up your mobile device with the IDTech VP3350 card reader in ServiceTitan Mobile](/construction/docs/set-up-your-mobile-device-with-idtech-vp3350-card-reader) - See [Payments](/construction/docs/payments-home) The user record for a field technician in ServiceTitan, containing schedule, skills, pay rates, certifications, and performance history. **What it does:** Centralizes all information needed to schedule, pay, and evaluate a technician from a single record. **Also called:** Tech profile, Field user record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)