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MobilePOS Troubleshooting

October 25, 2024

Description

How to troubleshoot MobilePOS activation, card reader pairing and common issues

What's in this article?

Activation Email 

If you have not received your activation email, try the following:

  • Look for an email from support@mobilepointofsale.bofamerchantservice with the subject "Activate your Mobile Point of Sale." 
  • There might be a slight delay to receive the email based on your signal strength. The process to receive the activation can take up to 15 minutes.
  • Confirm that the email is not in blocked, in your junk folder, or captured by your spam filter. Try adding the email account support@mobilepointofsale.bofamerchantservice to your email contacts.
  • Try using the Send/Receive button in your email or restarting the email app or your device.
  • Still didn't find your email? Call us for assistance to resend the activation email. 

Card Reader Not Paired

Try the following steps to resolve pairing issues:

  1. Make sure that your device is fully charged.
  2. Restart the phone and the Card Reader D135. Retry pairing.
  3. If pairing failed, update the phone Operating System to the latest software version and update the MobilePOS app to the latest version. Restart both devices and retry pairing.
  4. If pairing failed, turn off the Bluetooth on the phone/tablet, then turn it back on. Retry pairing.
  5. If pairing failed, try pairing with Bluetooth first, before going into the MobilePOS app.

Common Issues and Resolution

Firmware or parameter update errors

Scenario:

While pairing, an firmware or parameter error occurs.

Solution:

Restart the app completely by fully closing and relaunching and then power cycle the Mobile Card Reader D135.

Pairing fails and only option to rescan available

Scenario:

During D135 pairing, after the app detects the card reader, the card reader is not pairing and there is only the option to rescan. 

Solution:

After the app detects the card reader, tap the serial number to start the pairing.

Card Reader is not found by MobilePOS app, but appears in Bluetooth

Scenario:

During initial setup, after selecting Pair Reader on the app, the card reader is not found by the app however it does show in the Bluetooth settings of your phone. The green and orange light indicators show on the card reader. The box on the app that says Pair Reader may change to Searching but card reader still not found.

Solution:

Restart the app completely (must fully close and relaunch) as well as power cycle the D135 card reader. Proceed to next step in pairing process.

Connect Failed error

Scenario:

Once the card reader is found in the app, the card reader Serial Number can be selected, once selected the card reader never fully connects with the app. After a minute or so, the app displays Connect Failed.

Solution:

Restart the app completely (must fully close and relaunch) as well as power cycle the D135 card reader. Proceed to next step in pairing process.

RKI error 

Scenario:

The firmware update for the reader did not get downloaded correctly or was interrupted, this can be caused by poor Wi-Fi or Bluetooth connectivity.

Solution:

See MobilePOS Remote Key Injection (RKI) Errors for troubleshooting steps. 

Confirm you are in U.S. error

Scenario:

While attempting a transaction, the error message appears on the Checkout screen:
"To Confirm you are in the U.S. Please allow the app to access location data first.”

Solution:

Enable location permissions for the MobilePOS app on your device:

  1. On the device, open Settings 
  2. Select the BofA MobilePOS app.
  3. Set location permissions to allow "While Using the App" and enable Precise location.
Device not registered error

Scenario:

If you have multiple locations, you may receive a Device is not registered error when attempting to process transactions using the Mobile Card Reader. 


Solution:

The Mobile Card Reader serial number is not tied to the correct location.

  1. Log into MobilePOS Dashboard.
  2. From the left navigation, select Merchant > Device.

  3. Confirm the serial number of the card reader that appears in your MobilePOS app Card Reader Setup [LINK] matches a serial number in MobilePOS Dashboard.


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