ID Tech® VP5300 ViVOpay™ EMV Card Reader Troubleshooting Guide

This document provides step-by step instructions to troubleshoot common issues with the ID Tech® VP5300 ViVOpay™ EMV card reader.

ID Tech® VP5300 ViVOpay™ EMV Card Reader and NFC Antenna Identification:

Common Issues and Troubleshooting Steps:

Chip cards are not being accepted

1. Verify if the issue is with one customer’s credit card or with multiple customer’s credit cards and if all or just one card brand type is affected.
   • If the issue is specific to only one customer, have them try tapping the card or another credit card.
     • If tap does not work either, proceed to step 3.
   • If the issue is with one specific card brand, contact to ICS technical support.
   • If the issues is with all chip cards, proceed to step 2.
2. Clean the chip card reader with a card reader cleaning card.
   • This is normally with the cleaning kit for the Auto Sentry.
     • If you do not have cleaning cards, proceed to step 3.
   • Properly shut down the Auto Sentry and then swipe the cleaning card in and out of the card reader multiple times and then allow the alcohol a few minutes to evaporate.
   • Turn the Auto Sentry back on and allow the software to start.
   • Test credit cards after you perform this.
     • If chip cards still do not work, proceed to step 3.
3. Check the diagnostic LED on the back of the card reader, inside the Auto Sentry.

• 
• If the LED is red, this means the card reader is internally tampered and requires replacement.
  • Contact ICS support for replacement.
• If the LED is off, blinking green, or green, properly shut down the Auto Sentry for one full minute, then power it back on.
• Once the software starts, test a chip card.
  • If the chip card still does not work, contact ICS technical support for assistance.

Contactless payment is not working

1. Verify if the issue is with one customer’s credit card / phone or with multiple customer’s credit cards / phones and if all or just one card brand type is affected.
   • If the issue is just with one customer, have them try tapping another card or insert their card.
   • If the issue is with one specific card brand, contact to ICS technical support.
   • If the issue is with all customers and card brands and inserting the card into the reader works, proceed to step 3.  If neither tap or inserting the card works, proceed to step 2.
2. Check the diagnostic LED on the back of the card reader, inside the Auto Sentry.
   • 
   • If the LED is red, this means the card reader is internally tampered and requires replacement.
     • Contact ICS support for replacement.
   • If the LED is off, blinking green, or green, properly shut down the Auto Sentry for one full minute, then power it back on.
   • Once the software starts, test a chip card and contactless payment.
     • If the chip card and contactless still does not work, contact ICS technical support for assistance.
3. Properly power down the Auto Sentry and reseat the 2 cables that go to the contactless reader.
   • Make sure to reseat the cable at the contactless reader and at the card reader.
   • Power on the Auto Sentry and once the software starts up, test tapping a credit card.
     • If the tap does not work, insert a card and see if that works.
     • If inserting the card works, instruct your customers they must insert their cards then proceed to the next step.
     • Contact ICS technical support for assistance.