If the card reader is not receiving power, eventually it's battery will fully drain. When that happens, it will no longer be able to process transactions, and it will cause the error message below to appear near the end of the giving process.

To resolve this, please follow the steps below to troubleshoot the power connections in the kiosk:

1. Make sure the kiosk's head unit is connected to the stand, and also make sure the card reader's power cable is plugged into the card reader.
2. Take the plastic cover off the base of the stand to make sure the power cables there are fully connected. The USB cable(s) that comes down through the stand should be connected to a power adapter, and the power adapter should then be connected to an extension cord that’s plugged into a wall outlet. 
   
   If your kiosk was purchased sometime after 2/7/24, it would be a dual charging model that has a USB-C and USB-A cord coming down through the stand. Make sure both of those cables are plugged in the Anker 323 adapter.
   
   If the kiosk was purchased prior to 2/7/24, you will only have one USB cable (USB-A) coming down through the stand. Make sure that cable is plugged into the Apple adapter.
3. If the connections at the base of the kiosk are good, then it’s possible that the power adapter has gone bad. If you have another similar power adapter on hand, swap it out to test. You could also remove the power adapter and the iPad from the kiosk, and then connect them together to see if the adapter will charge the iPad. If the adapter doesn't charge the iPad, then it has gone bad and needs to be replaced.
   
   Also, please make you use a power adapter that has enough wattage to charge both the iPad and card reader. We recommend using a 12W adapter. Please do not use a 5W phone adapter.
    
4. Swap the extension cord with a similar cord to see if that solves the issue. Please do not daisy chain multiple USB cords together in order to plug the power adapter directly into the wall outlet. USB cords consume power, and if they are daisy chained together, they might not be able to deliver enough power to properly charge the iPad and card reader. Instead use an extension cord to connect from the adapter to the wall outlet.
    
5. If you have an additional fully functioning iPad kiosk, you can also switch head units to see if that helps to pinpoint the where the problem lies. As an example, let's say you have two kiosks, but one of them is not charging the card reader. Let's call the kiosk that isn't charging the card reader Kiosk A and the other one Kiosk B. To test, place the head unit of Kiosk A onto the stand of Kiosk B. If Kiosk A's head unit still doesn't charge, then the issue is most likely a bad cable in the head unit. If Kiosk A's head unit begins charging, then that points to the issue coming from Kiosk A's stand, power adapter, or one of the cable connections at the bottom. You could also confirm that by placing Kiosk B's head unit onto Kiosk A's stand. If Kiosk B's head unit doesn't charge, then that also points to there being an issue with Kiosk A's stand, power adapter, or cable connections.

If none of the steps above help to pinpoint the cause of the card reader not getting power, then contact us at support@securegive.com or 855-895-8951, and we'll troubleshoot further.