Troubleshooting the Zettle card reader
Pairing
How do I pair my reader to my smart device?
- Open the PayPal Zettle app.
- Tap Settings, then Card Reader.
- Select the reader that shows and then follow on-screen instructions.
I’ve paired the reader to my device, but it doesn’t connect. What should I do?
Ensure that the device has Bluetooth turned on and the reader is within range (<15m).
In the PayPal Zettle app, tap Settings and Card Readers to see the connection status or try to connect again.
Can I pair a reader to more than one device?
A reader can connect to many devices, but you can’t use them simultaneously.
Card reader error messages
My reader is displaying an error: Reader Damaged
This means that the reader has encountered an internal fault. Please contact us for support.
My reader is displaying an error: BLE 8xx
- Forget the reader from the smart device Bluetooth settings.
- Turn off the Reader.
- Un-install then re-install the PayPal Zettle app.
- Reboot the smart device.
- Turn on the reader.
- Press and hold the power button + number 9 button simultaneously for approx. 5 seconds to start the Bluetooth reset.
- Press the power button for approx. 3 seconds to enter pairing mode.
- Open the PayPal Zettle app.
- Pair the reader.
My reader is displaying an error: Watchdog Reset
There are two steps to resolve this issue:
Firstly, reset the reader by:
- Press and hold the power button + number 9 button simultaneously for approx. 5 seconds.
- Please wait should appear on the screen.
- Once the message has disappeared, the reader will have been reset.
If this doesn’t resolve the problem, we require that you allow the battery on the reader to fully deplete, once done and charged again, the error message should no longer show.
Charging
My reader is in the Zettle Dock 2, but it's not charging:
- Make sure that the dock is properly connected to a USB power adapter with the cable provided, both under the dock and in the USB power adapter.
- Dirt can accumulate over time and prevent charging. Gently clean the 5 small golden circles on the back of the reader or on the dock with a soft brush or cloth and alcohol. Don’t use anything metallic to avoid damaging the plates.
- A light indicator next to the charging port will light up to indicate that it’s charging. My reader appears to turn off after some minutes without use when it runs on battery. Red = charging, green = charge complete.
My reader is connected via a USB cable but it's not charging:
The card reader can be charged by connecting it via a USB cable to a USB power adaptor. Make sure that your USB cable is properly connected to the reader and to the USB power adaptor or computer.
An indicator next to the reader's charging port will light to show that it's charging. Red = charging, green = charge complete.
You can also:
- Try charging with a different cable, for at least 2 hours
- Try charging the reader from a different wall socket
My reader appears to turn off after some minutes without use when it runs on battery.
This is completely normal and nothing to worry about. The reader is designed to go into sleep mode to save battery. It will wake up when you take a payment, you can also press the power button or use the app to wake it.
Taking payments
My reader is powered on, but I'm having issues taking a payment:
- Make sure that the card reader is properly connected to your device by navigating to Settings / Card Readers in the PayPal Zettle app. If you can’t see it there, you may need to reconnect the reader.
- Also, make sure that your reader and app software is up to date. See below.
My reader isn’t reading cards:
- Ensure that the reader is paired correctly.
- Check if there are any firmware updates by opening the PayPal Zettle app, then tapping Settings, Card
- Reader, and then updating the card reader. This will only show if an update is available.
- Try making payments with more than 1 card.
- Are there any blockages in the reader, or dirt/scratches on the customer's card?
Updates & maintenance
How do I update my reader software?
Once the latest PayPal Zettle app is installed on your device, you can check if there is a reader software update available, or if one is currently being downloaded:
- Make sure that the reader is turned on and connected to your smartphone or tablet.
- In the PayPal Zettle app, tap Settings and Card Readers, then tap your connected reader. In this view, you can see the details of your card reader, including the current software versions of the reader.
- If there’s a reader software update available, it'll be shown at the top of the reader view.
I won’t be using my reader for a few months. Is there anything I should consider?
If you’re a seasonal user and you won’t be using your reader for the next few months (3+ months), we strongly recommend that you charge it before storing it.