Troubleshoot issues with your Adyen, BBPOS, or ID TECH credit card reader and the ServiceTitan Field Mobile App

Overview

Adyen readers use the Adyen processor. BBPOS and ID TECH are EMV readers that use Total System Services (TSYS) as the payment transaction processor and Network Merchants Inc. (NMI) as the payment gateway provider.

When processing payments with an Adyen or EMV reader, you may encounter error messages that indicate a failed transaction. Understanding these messages helps resolve issues quickly and ensure a smooth customer experience.

Note: If you can't successfully connect the card reader, you can always manually enter the card or take a picture.

Things to know

• The following credit card readers are compatible with the Field Mobile App:

  • Adyen NYC1

  • BBPOS Chipper 2X BT - TSYS

  • BBPOS Chipper 3X BT - TSYS

  • ID TECH VP3350 - TSYS

Understand basic card reader functions

Adyen NYC1

• Turn on the Adyen card reader by pressing the power button on the side once. Adyen readers don't have status lights, but a sound indicates the reader is turned on.

BBPOS Chipper 2X and 3X BT

• Turn on the BBPOS card reader by pressing the power button once.

• To turn it off, hold down the power button for five seconds. 

When the device is turned on, the LED light next to the power button shows the current status:

• Flashing blue every second: The reader is on and ready to connect to another device.

• Multicolored flashing: The reader has been discovered using Bluetooth Proximity and is ready to connect.

• Solid blue: The reader is connected to another device.

• Flashing blue every five seconds: The reader is in standby mode. If inactive for more than 30 seconds, the reader enters standby mode to conserve power.

• Alternating red and magenta: The reader is charging.

• Flashing red: The reader's battery is low.

• Rapidly flashing blue and orange: The reader has completed installing a software update. If the reader is unresponsive, reset it by turning it off and on.

ID TECH VP3350

• Turn on the ID TECH VP3350 card reader by pressing the power button once. The device goes into power saving mode after 30 seconds. 

• When the device is turned on, the LED light next to the power button shows the current status:

  • One Flash of Green: The reader is on and ready to connect to another device.

  • Few seconds of flashing green light: The reader is in standby mode.

  • Battery is Dead: Red light flashing.

General troubleshooting steps for card readers

1. In your mobile device settings, set the screen lock or sleep timeout to at least 10 minutes, turn on Bluetooth, and make sure Bluetooth is available to the Field Mobile App.

2. In your mobile device settings and in the Field Mobile App, make sure you're on the latest software version available.

   Tip: Check your device maker's Help documentation for details on how to do this.

3. Uninstall and reinstall the Field Mobile App, then restart your mobile device.

4. Download the pricebook and sync changes.

5. If you receive an error stating that the card reader is unavailable, contact fintechsupport@servicetitan.com.

Troubleshoot Adyen and EMV card reader issues

(General Error) Internet connection is required to use card reader transaction

You need to be online with an internet connection to use a card reader.

1. Turn on Wi-Fi or cellular data connection in your device settings.

2. If you're in an area with poor service, move to an area where you can connect to the internet.

(General Error) You need to turn bluetooth on in order to connect successfully

Bluetooth is required to connect your card reader and use it for the transaction.

Turn on bluetooth in your mobile device settings.

(EMV Error) Reader can't be paired

1. Press and hold the Power button for 10 seconds to perform a soft restart.

2. Check if you have the latest firmware version of the EMV reader. If not, check for firmware updates.

(EMV Error) Reader loses connection with your mobile device when the reader is set to auto-off

1. The EMV reader may have a low battery. Use the USB cable to charge, then retry.

2. Ensure the EMV reader is within the reception range of your mobile device.

(EMV Error) Reader doesn't work with your phone or tablet

1. Make sure you've allowed the Field Mobile App to find bluetooth devices. 

2. Ensure the Bluetooth function of your mobile device is turned on in your phone settings. Unpair the EMV reader. Open the Field Mobile App, check for firmware updates, and attempt to complete a payment transaction.

3. Ensure the Field Mobile App is given Bluetooth access.

4. Check that your mobile device has the most recent operating system version.

5. Check that your mobile device is a supported model for this reader's operation described in System requirements and mobile app information.

6. Check if you have the latest Firmware version of the EMV reader. If not, check for firmware updates.

(ID TECH Error) Another technician is using the same mobile device with a different EMV reader

1. Ensure the Bluetooth function of your mobile device is turned on in your phone settings. Unpair the EMV reader. Open the Field Mobile App, check for firmware updates, and attempt to complete a payment transaction.

2. Check if you have the latest Firmware version of the EMV reader. If not, check for firmware updates.

3. Use a paperclip to press and hold the Reset button at the bottom of the reader (next to the USB port) for 10 seconds to perform a hard restart.

(EMV Error) Reader can't read your card

1. Press and hold the Power button on the reader for 10 seconds to perform a soft restart. The EMV reader will automatically connect to your mobile device.

2. The EMV reader may have a low battery. Recharge the device, then try again.

3. Tap, insert, or swipe a card

   1. Check that the magstripe or chip of the card is facing the right direction when you swipe or insert the card. Swipe with a more constant speed.

      Note: If your card has a chip, the chip reader needs to fail 3 times before you can swipe the card.

   2. Check that your mobile device is a supported model for this EMV reader's operation described in System requirements and mobile app information.

4. Tap Card

   1. Check if the card supports NFC payments.

   2. Ensure your card is placed within 4cm of the NFC marking.

(EMV Error) Reader has no response

Use a paperclip to press and hold the Reset button at the bottom of the EMV reader (next to the USB port) for 10 seconds to perform a hard restart.

(ID TECH Error) Chip insert is required to complete this transaction due to a limitation from the issuing bank

1. Tap Ok to close the error message.

2. Start a new payment transaction and make sure to use the chip reader.

Troubleshoot Adyen card reader issues on iOS devices

(Adyen iOS Error) You need screenlock passcode configured on your device

Set up a password in your device settings. This is required to use a card reader.

(Adyen iOS Error) Device not supported

Ensure your device model is iPhone XS or newer and using iOS 17.4 or newer. This is required to use a card reader with the Field Mobile App.

Note: For more, see Adyen's system requirements here and ServiceTitan's system requirements here.

Troubleshoot Adyen card reader issues on Android devices

(Adyen Android Error) Device not supported

Ensure your device is using Android 12 or later. This is required to use a card reader.

(Adyen Android Error) Developer options are turned on

Turn off developer options in system settings on your device. Card readers won't work if developer options are turned on.

(Adyen Android Error) Date / time on device is not set to "Automatic date and time"

In your device settings, set the date and time to automatically update. This is required to use a card reader.

The reader is not showing on the mobile device through Bluetooth on Android Version 13 or later

Enable all Android permissions for the Field Mobile App:

1. Go to your Android device settings.

2. Find the permission manager. This allows you to see all apps that have access to a particular resource.

   Tip: Look for Security and Privacy or Privacy. How it's labeled may differ depending on the phone manufacturer.

3. Find the Field Mobile App. It may be labeled ST Field.

4. Enable all available permissions, including Nearby Device.

Want to learn more?

• See Pair an Adyen, BBPOS, or ID TECH credit card reader with the ServiceTitan Field Mobile App

• See Process credit card payments with Adyen Tap-to-Pay in the ServiceTitan Field Mobile App