Be sure to check the Guide Page
If you are just starting, make sure to take a look at out the Collect for Stripe Guide, which may have the answer to your question. You can find other frequently asked questions listed below.
Before submitting a Support request, please check this FAQ to find the answer to any common issues you may have.
Using and Troubleshooting the Chipper™ 2X
“Is the Chipper™ reader compatible with my mobile device?”
If you have an Android device running Android 5+ or an iPhone or iPad running iOS 10 or higher, then you’re good to go! You’ll just want to make sure you’re running the latest version of our Collect application from the App or Play Store.
“How and when do I turn my Chipper™ reader on & off?”
To turn on the reader, press and release the power button on the side of the reader. The status light will turn on. After 30 seconds of inactivity, the reader enters standby mode to conserve power, and the status light begins flashing at 5-second intervals; in this state, it remains connected to Collect for Stripe.
Note that the reader stays connected to your device while in standby mode. When you resume activity (e.g., by starting another payment), the reader automatically wakes from standby mode.
The reader automatically turns off after 10 hours of inactivity. Typically, you need to turn on the card reader only once a day— And there is no need to turn the reader off to conserve power.
If you would like to turn off the reader, press and hold the power button until the status light goes out.
With typical usage, you should need to charge the reader only once per day.
“How do I pair the reader with my device?”
Because this reader uses Bluetooth Low Energy, please do not pair it in your device Settings the way you would a bluetooth speaker, for example.
Instead, just open the side menu in Collect for Stripe, then tap “Connect Bluetooth Reader.” Hold the reader near your device and it will attempt to connect automatically.
If you have manually paired the reader to your device in Settings, please go to those Settings and be sure to click “Disconnect” and/or “Forget Device.” Then go back to Collect and try again.
“Collect isn’t detecting my bluetooth reader.”
The Chipper™ is our newest addition to our platform, so it is important to make sure you have the most up-to-date version of the Collect for Stripe application. If you do not see “Connect Bluetooth Reader” in the Collect menu, please update in the App Store or Play Store. The minimum compatible version is 2.1.0.
Please ensure bluetooth is enabled on your device, is working properly, and that it is not paired with any other devices. You can confirm this in your device Settings.
“I did all that and it is still not finding my reader.”
Be sure your reader is powered on and within range of your device. During pairing, the closer the reader can be to the mobile device, the better it will be able to pair.
“A reader is found, but after tapping on it, it never connects.”
In this case, you can often simply cancel reader discovery, power off the reader (hold down the power button until the light turns off), then power the reader back on and start again. To be very thorough, you can also close Collect before power cycling the reader.
If you continue to have trouble, be sure your device’s bluetooth is working properly – perhaps by connecting (and disconnecting) to a separate device.
For further insight and troubleshooting, consult the light pattern on your reader, located next to the power button. You can find a full list of the light codes and what they mean in our Chipper™ 2X Guide.
Troubleshooting the Eclipse A200
“Collect isn’t detecting my reader.”
Make sure you are allowing microphone access to the Collect app. On your device, go to the main Settings, then find Collect. In your Collect settings, ensure Microphone Access is enabled.
- Please ensure your card reader is charged using the included micro USB cable. When the reader is plugged in, there is a small window on the side with a light indicating power. If this is not visible or is red, your reader needs charging.
- Ensure the reader is fully and firmly plugged in.
- Is your media volume or other audio setting maximized?
- Try turning off bluetooth, especially if on Android.
- Is some other app or background process taking over audio access? If unsure, please restart your device.
“Collect is detecting my reader but not reading cards.”
- Ensure the chip card is fully dipped chip-first, and that the chip is facing up (toward the Collect logo).
- If swiping, make sure the card is facing up (magnetic stripe _away_ from the Collect logo)
- Ensure the charge amount is at least $.50 USD
- If you receive an error after reading a card, please send us a message including the error and type of reader you are using.
“What about iPhone 7 or newer?”
If your device does not have an audio jack, as in the case of newer iPhones, your card reader will work perfectly if you plug it into the audio-to-lightning adapter that shipped with your phone.
What if I don’t have a Stripe account?
No problem! You can create an account easily during the Stripe Connect process. Or, just head over to Stripe now to create an account. (It’s a quick process).
Will my Shopify Stripe account work with this?
Yes! Any online store that accepts payments via Stripe’s backend can become a physical location by simply connecting that Stripe account to Collect. Other examples: Squarespace, BigCommerce, BigCartel, WooCommerce & more.
Please note we do not import data specific to those platforms – only the actual Stripe account itself.
“My Stripe account will not connect during sign-in”
You must have administrator level access to a Stripe account in order to connect it, or you will get an error. This is Stripe’s security policy.
Being sent back to the same screen after logging in to Stripe? Not to worry. If your account has never connected to Collect for Stripe, you will be sent back to what looks like the same screen, but notice the blue button now says “Connect my Stripe Account.”
Tap this button to finish connecting to Collect for Stripe. When you see the page with ‘DONE’ text, you can press the ‘Done’ button in the bottom of the screen. You’re ready to start using Collect for Stripe!
If you’ve done all this and still have problems, check all passwords and make sure you can sign in to Stripe directly. This will confirm your credentials and account status before connecting through the app. If that doesn’t work, send us a message below.
I need to refund or otherwise alter a charge
After charges are complete, they should be managed in your Stripe Dashboard. This includes any disputes, refunds, etc.
I have a problem with my Stripe account
Contact Stripe directly for all issues related to your account, password, information and all else. Collect has no control over your Stripe account, but merely connects on your behalf to create charges (we also do not get your data).
How do the fees work?
Collect charges a 1.3% fraction of any charge created within the app. This keeps the app affordable for the smallest of businesses by avoiding monthly fees or minimums.
This fee is separate from Stripe’s universal 2.9% + $0.30 USD — Every Stripe account pays this, and it is not tied to Collect whatsoever.
If using the Chipper™ 2X bluetooth card reader, Stripe’s fee is only 2.7% + $0.05 USD per direct transaction.
We offer discounted rates for high-volume businesses and nonprofits.
Need more help?
If you have questions, comments or suggestions, we want to hear them. Please submit all inquiries using the blue Help button in the bottom right. ↘
We do not own or control Stripe transaction data, APIs or your Stripe data.