Get Help With Your Card Reader

Last updated: Feb 18, 2026, 10:54 AM

Get answers to frequently asked questions and common troubleshooting steps for your Toast Tap™ (Direct Attach), Toast Tap™ (On-Counter), and MSR device. 

In this Article:

 

Start Here With Card Reader Troubleshooting

Video demonstration of card reader troubleshooting steps.


Is your card reader not working? Does your card reader keep disconnecting? Are you being forced to manually enter card numbers on each swipe or tap? Does your POS have trouble connecting to the BBPOS?


If you're having trouble accepting credit card payments on your card reader or your tap to pay device is not working, it may need help resyncing with terminals and printers. If you're having trouble with a card reader, try these steps before calling Customer Care:

Always try these two steps FIRST if you aren't able to take card payments on your card reader device: 

 

plug
  1. Power cycle to resync the card reader, terminal, and printer by choosing one of these steps:
    1. For card readers plugged directly into the terminal: Reboot the Toast Flex terminal by holding the power button until the device turns off, wait 30 seconds, and press and holding the power button to restart.
    2. For card readers plugged directly into the printer: Reboot the printer by unplugging the power cord from the wall for 30 seconds, plug it back in, and press the power button.
  2. Open the Toast POS app and attempt a credit card payment.


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Additional Card Reader Troubleshooting Steps

Before troubleshooting, verify your device's internet connection (See Verify Your Internet Connection for more details). Your Toast Flex device must be online and connected to your Toast Network in order for card reader functionality to work correctly. If your card reader keeps disconnecting, your internet connection could be the culprit. Additionally, you can check the Device Status > Queues in the Toast POS app for timeout errors that may contribute to connectivity issues. Update device queues if errors are found.

If the problem is not resolved, try these troubleshooting steps next:

  1. Inspect the lights on your card reader
    1. You should see at least two lights lit up:
      1. A small, pinhole green light on the bottom of the reader means the reader has power.
      2. A blue solid or flashing light on top of the reader indicates the reader is trying to communicate with the device.
      3. If you see a red light, this may indicate one of two scenarios:
        1. The guest swiped their card three times, and all three of these payment attempts failed. Have them try another card.
        2. The guest inserted or tapped their microchip-enhanced card, and the payment failed. Have them try another card.
        3. If neither of these scenarios apply, continue troubleshooting with the following steps.
    2. If you don't see any lights, ensure the card reader is securely attached to the device and the USB isn't bent or broken.

      Toast Tap™ (Direct Attach) (power indicator will be on the top or bottom of the reader opposite of the serial number):

      picture of power light on Toast Tap™direct attach

      Toast Tap™ (On-Counter): 
       
      Toast Tap™on-counter power lights
  2. Run a test payment
    1. Select the gray square at the bottom of your device's screen and swipe up on all apps to close them.
    2. Select the gray circle at the bottom of your device's screen and open the Card Reader Support app on the home screen.
    3. Wait for the app to initialize the card reader. Once it says USB Status: Connected, you can proceed.
    4. Select each of the three buttons at the top (NFC (tap), Insert (dip), or Swipe) one at a time and proceed to run a test payment with each method. The debit/credit card will not be charged, but make sure you're using a card that is NFC-enabled. NFC-enabled cards have a sound wave icon on them.
    5. If one or more of the tests fails, repeat the test with a different debit/credit card. 
    6. If the reader continues to fail any of these tests, please contact Customer Care for further assistance with your devices.
    7. Don't forget to close the app. Select the gray square at the bottom of your device's screen and swipe up on the Card Reader Support window to close it.
      1. If you don't perform this step, the card reader will not function within the Toast app.
    8. Open the Toast POS app. Attempt another credit card payment. If the credit card payment does not register, continue with these steps.

      gif showing how to forced quit an app

  3. Clear the cache
    1. Select the gray circle at the bottom of your device's screen and open the Clear Cache shortcut.
    2. Select Clear Cache.
    3. Select the gray square at the bottom of your device's screen and swipe up on the Clear Cache window to close it.
    4. Open the Toast POS app. Attempt another credit card payment. If the credit card payment does not register, continue with these steps.
  4. Swap USB ports. See the video below.
    1. Unplug or unscrew the card reader from its USB port.
    2. Remove the plate covering the port on the other side of the terminal. You can use any of the ports on the top, left or right of the terminal.
    3. Plug the card reader into a new USB port.
      1. If you are reattaching an on counter reader confirm the cable at the bottom is properly plugged in.
    4. Select the card reader support app.
    5. Run a test payment by tapping, dipping, and swiping a credit card.

      Note:       Alternatively, you can navigate to Settings > Apps > Toast POS > Storage and select Clear Cache for a comprehensive cache clearing process.



  5. Make sure EMV is enabled and the device is up-to-date. This must be enabled to take chip and dip payments.
    1. In the Toast POS app, select the arrow in the upper-left corner until you get to the main menu.
    2. Scroll down to and select Device Setup.
    3. Locate and select the EMV Enabled setting close to the bottom of the page.
    4. If it's not already set to Yes, tap Yes and select Continue.
    5. Select the arrow in the upper-left corner, return to a service mode, and attempt another credit card payment. If the credit card payment does not register, contact Customer Care.

 

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Advanced Card Reader Troubleshooting

Reset USB Detection for Card Reader

Navigate to Settings > About Device > USB Detection and select Reset All. Restart the terminal, then test its functionality to confirm connectivity.

 

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Persistent Connection Issues for Card Reader

If the card reader intermittently disconnects but passes initial tests, evaluate the terminal's USB ports and cables. Replace or reset as necessary to ensure stable connections. If you see 'Remove Card From Card Reader' repeatedly prompting: Complete the basic troubleshooting steps, test with the Card Reader Test app, and check if the internal connection cable needs reseating. For 'Looking for Card Reader Upgrades' errors: Verify device settings in the 'Device Status' menu. 

 

Toast Warranty for Card Readers

If you find that your card reader needs to be replaced, review Toast's warranty policy here. You can also visit Toast Shop to see your replacement options. 

 


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Additional Resources

Using Guest Pay and needing to set up dual card reader functionality? Visit Guest Pay and Dual Reader Functionality with Toast Tap™ to learn more. 

 

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