How do I troubleshoot Stripe Terminal reader connection issues?

If your Stripe Terminal reader won’t connect, stays offline, or drops connections, it’s usually due to power, network, or configuration issues. These checks resolve most problems.

1. Check power and status lights

• Make sure the reader is charged or plugged in.
• Check the status lights on the device and compare them with Stripe’s status guide for your reader model.

2. Confirm network and Wi‑Fi

For countertop and smart readers:

• Ensure the reader is on a stable Wi‑Fi or Ethernet connection.
• Avoid guest networks or networks that block outbound connections.
• If possible, keep the reader and the device running Collect on the same network.

3. Verify location and registration in Stripe

1. Log in to your Stripe Dashboard.
2. Go to Terminal → Locations and confirm you have at least one active location.
3. Under Terminal → Readers, confirm the reader is registered to a location.

If the reader is not registered or is tied to the wrong account or location, Collect will not be able to connect to it.

4. Check Bluetooth or local pairing

For Bluetooth and mobile readers:

• Do not pair the reader directly in your phone or tablet system settings unless Stripe’s docs explicitly say to.
• Use the in‑app pairing flow (such as Collect’s Settings → Card Readers → Connect Reader) so Stripe can manage the connection.

5. Restart devices

• Power‑cycle the reader.
• Close and reopen the Collect app.
• If needed, restart the phone or tablet.

If problems continue after these steps, copy your reader serial number and contact Stripe Support with details about your device, network, and any error messages you see.