While the iPhone and Ingenico reader are connected physically via a casing for our Prime EMV hardware profile, the two pieces of equipment must also be connected internally for full device functionality. Occasionally, that connection will break and must be re-established.
Here are a few signs that your reader and iPhone might be disconnected:
Here are a few signs that your reader and iPhone might be disconnected:
- You see a pop-up message to "Help me Reconnect".
- You notice that the Reader icon in the Status Drawer has a red X.
- The credit card icon has been greyed out.
- Your device is unable to read credit and/or NFC payments.
To reset the reader to iPhone connection, please perform the following checks/steps:
- Click on the "Reconnect" message when prompted by the application.
- Open the Status Drawer and click on the Reader icon to attempt reconnection.
- Make sure that the reader is pushed all the way into the casing and secure it with the cover (it may help to gently slide the reader out and back in).
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Check that the USB symbol is in the top center of the reader screen (see photo below).
- Confirm that your reader still has battery left!
- Check the reader/casing port for debris, corrosion, or water damage.
After doing these checks, follow these troubleshooting steps:
- Unseat the reader from the case (does not need to be taken out of casing, as long as it's not connected.)
- Hold the red button until it turns off.
- Reboot the iPhone.
- After the iPhone restarts, launch the Prime app, but don’t sign in yet.
- Reseat the reader. Take note of reader battery percentage and whether you see a USB symbol.
- Go ahead and login to Prime to see if it connects now.
If the above steps are not successful, please send us a Bugsee to delve in further or contact JustPark Support.
Still need help?
Our support team is available Monday–Sunday, 7am–11pm Central Time.