When the iPad SecureGive kiosk app is first launched, you'll see the pop-up message below while the iPad is searching and connecting with the VP3300 card reader. Once the iPad connects with the card reader, the pop-up message will disappear on its own after a few seconds. However, if the pop-up message does not go away on its own, or if it repeatedly appears during a giving session, that can point to either the card reader not getting power or needing to be reset. Please follow the steps below to troubleshoot:
- First, remove the card reader from the kiosk. Then connect it to the black USB cable that was included in the package with the card reader. Then connect it to a USB port on a computer and let it charge for 5-6 hours. Doing this will help to guarantee a full battery charge and to rule out the battery as being the cause of the issue.
- Then reset the card reader by pressing the reset button at the bottom. It's a very tiny hole that you'll need to insert a pin into. (See photo below.)
- Delete the SecureGive kiosk app on your iPad. (Please do not skip this step.)
- Once the kiosk app is deleted, then place the card reader back in the kiosk and reconnect it to its power cable. At this point, the card reader's left front light should be blinking every 4-5 seconds. (No other lights on the front of the card reader should be blinking.)
If the card reader's left front light is not blinking, then the card reader is not getting power, and you'll need to follow the steps in the Help Center article below to troubleshoot.
VP3300 Card Reader Not Connected To Power
If the card reader's left front light is blinking every 4-5 seconds, then it is receiving power. Then go ahead and reinstall the kiosk application on your iPad by following the steps HERE. Then complete a test transaction.
If you continue to experience this issue after following these steps, then contact us at support@securegive.com or 855-895-8951, and we'll troubleshoot further.