Card reader software updates

[PayPal_Siobhán]

Card reader software updates

Update: the software update that was announced on Monday May 23^rd only applies to customers who are using the black PayPal Here Chip & PIN card reader with Contactless functionality. There will be no software update for the first generation white PayPal Here Chip & PIN card reader.

PayPal Here are committed to improving your experience with us and these improvements sometimes require us to perform necessary software upgrades on your card reader.

When a software update is available, you will not be able to take payments until you have updated your card reader.

The process shouldn’t take longer than a couple of minutes and we highly recommend you to use a Wi-Fi connection. Before you begin the update, please ensure that your mobile device and card reader are fully charged. While the update is in progress do not minimize the app or perform any other touch gestures on your mobile device.

Please follow these steps to start your update:

1. Log into the PayPal Here App
2. Connect your card reader
3. Follow the prompts that will guide you through the software upgrade
4. After this is complete you will be ready to make transactions again 

Troubleshooting

If you are unable to complete the software update or if the process is interrupted please terminate the PayPal Here app, restart it and try the update again.

If the update continues to fail, terminate the app and perform a factory reset on the card reader:

1. Locate the small opening next to the power button on the Chip & PIN card reader
2. Insert a pin into this opening.
   • For the Black Contactless Chip & PIN card reader, hold it until you see a message on the screen and choose Option “3. Total factory reset” in the Revive Menu
   • For the White Chip & PIN card reader push the pin in the opening for 10 seconds until the green triangle starts flashing and the first asterisk LED lights up yellow
3. The card reader will take about a minute to restart
4. Once the Bluetooth light starts flashing, pair the card reader to your smartphone or iPad and open the PayPal Here app, then initiate the software update again

If the above steps have not worked, please contact our Customer Service by calling <removed> or <removed>.

[PayPal_Siobhán]

Apologies for any confusion Karen6, here's how to check this:

1. Make sure the card reader is switched on and Bluetooth connected with the mobile device and PayPal Here app
2. Go to the menu in the top left corner of the app and click on “Card Readers”
3. The card reader should appear at the top of the screen. Select it.
4. If a software update is still required, there will be a message stating “Software Update Required”. Click on the “Install Update” button at the bottom of the screen.
5. If no software update is required, there will be a message stating “Your software is up to date”. No need to do anything.

Siobhan

[Karen6]

Thank you for clearing that up. 

[PayPal_Siobhán]

No problem Karen6, glad to help. 

Siobhan

[ARF]

I have the black contactless reader (I also have the earlier white one but can't find it just now but I presume it will need an update too).

Having logged in repeatedly since 10:00 the update didn't show up, the app reported that software was up to date every time.  Having read the instructions here I did a factory reset.  On reconnection the update installed faultlessly and hopefully is ready to receive payments.

[densclocks]

Yup, had to do a factory reset on the chip  & pin reader to access the software update.

[PayPal_Siobhán]

Hi ARF, 

Appreciate the feedback, the white reader would not need to be updated. This only applies to customers who use the black PayPal Here Chip & PIN card reader with Contactless functionality. 

Apologies for any confusion,

Siobhan

[ehrenpreis]

I have had continued issues where the chip card reader does not sync with an IPAD Mini 2. It pairs through Bluetooth but does not sync to allow a payment to proceed.

Is this software upgrade going to fix that issue? PayPal has said they are working on this since the IPAD is a compatible device according to your website.

Please advse.

[MR__C]

Hello,

The card reader just says "software update required" but it does not list any "steps" to update the reader? how do you update?

Thanks

[thecartoonman]

I had the Software Update Required message on the reader but then no further instructions.

I then did a factory reset, as other have done and this then prompted a message on my iPhone with instructions to proceed with the update, this was then 7 steps it went through and took about 2/3+ minutes.

Have to say, pretty poor instructions from PayPal, they should say follow the instructions that will appear on your device and why do we need to be 'factory resetting' all the time.

Got there in the end, but was not a seamless update.

[kosmic247]

I wish you'd said in the original software update email that this was not needed for the first generation card readers.

I've just spent about an hour total last night and this morning trying to update the software.

This morning I tested the reader with my debit card only to find it's working. That has cost me money.

On the 8th May 2016 I was at a show and needed my card reader to take payments and found that it needed a software update. At the time the software would not update. I don't know if this was because I had no phone signal but  I lost several sales on that day.

I checked and charged the reader and took a test payment the evening before and it worked.

Why was there no email to say I needed a software update for the Generation 1 white card reader prior to that day?

That cost me money to test with a card and it cost me money in lost sales.

Not very happy.