Even the best technology has the occasional "hiccup."

This guide covers the most common troubleshooting steps for the 3rd generation reader so you can get back to serving your customers without skipping a beat.

My reader shows "purple mountains" on boot up

When you turn on your reader, you should see the Helcim logo followed by a Get Started button. If you instead see a screen with a background of purple mountains, it just means the reader hasn't launched the Helcim app as the default.

The fix:

1. Use your finger to swipe up from the very bottom of the reader's screen to the top. This will reveal the app menu.

2. Look for the app icon labeled HelcimCompanion and tap it.

3. Tap Get Started. This will boot the correct software and set it as the default for the next time you power on.

I can't find my device code

If you are trying to pair your reader and the code isn't appearing, or the Helcim POS app isn't accepting it, check these two things:

• Verify your account: It sounds simple, but double-check that you are logged into the exact same merchant account on both your computer and your card reader. If you have multiple business locations, they must match perfectly.

• Check your connection: Open a web browser on your computer to make sure your internet is working. If the computer is offline, the "digital handshake" with the reader can't happen.

My transaction is stuck or failed

If you click Charge on your computer but nothing happens on the reader, the most likely culprit is "Sleep Mode."

The fix:

• Wake it up: To save battery, the reader will go to sleep after a period of inactivity. It must be in a "Wake" state to receive a payment. If the screen is black, tap the power button once or touch the screen to wake it up before you send the payment from your computer.

• Refresh the app: If the reader is awake but still not receiving the sale, try clicking Cancel on your computer and then click Charge again to re-send the signal.

Error: "Card read was interrupted"

This message most commonly happens when a customer is using a debit card and inserts it into the chip slot. It can occur if the card is moved slightly or removed before the reader has finished the "digital handshake" with the bank.

The fix:

1. Ask the customer to remove their card.

2. Tap Try again on the reader screen. You may need to do this once or twice to reset the prompt.

3. If the error persists, ask the customer to Tap their card instead of inserting it (as long as the total is within their bank's tap limit).

Pairing and connection issues

Since the 3rd generation reader uses an API connection via the internet, most "connection lost" issues are actually related to the internet signal rather than the hardware itself.

• Check the Workstation status: Look at the bottom bar of your Helcim POS app. If it says Disconnected, click Manage hardware to try and re-establish the link.

• Test your Wi-Fi: Ensure your computer is online. If your shop’s Wi-Fi is down, the reader will not be able to receive "pushed" payments from your computer.

• Verify the device code: If you are trying to pair for the first time and it isn't working, Log out of the Helcim Workstation app and Log back in. This often forces a fresh API sync.

Restarting your reader

If the screen is frozen or the reader is acting sluggish, a quick restart is usually the best medicine.

1. Locate the power button on the side of the device.

2. Press and hold the button for about 3 seconds.

3. Select Reboot on the touchscreen.

4. Wait for the Helcim logo to appear and the reader to show the Ready screen.

Next steps

If you’ve tried these steps and your reader still isn't behaving, we're here to help. Reach out to our support team and we’ll dig deeper into what’s going on.