One minute ago, everything was fine with the card payment, and now the connection can no longer be established? Or do you get the error message “Card reader is not connected via Bluetooth” in the orderbird app? Follow these tips!

In a nutshell

• Check which iOS version is running on your Apple device. If necessary, update iOS to the latest version
• Perform a total factory reset of the Pay Terminal One
• Forget the card reader in the Bluetooth settings on your Apple device
• Quit all open apps
• Clear the RAM cash on your iPad (hold down the power button, then long hold the home button)
• Switch off your Apple device and wait 30 seconds before switching it on again
• Intermediate step for iOS 14: Reset network settings
• Pair the Pay Terminal One again via Bluetooth
• Start a test transaction

Let's go

Follow the steps below to restore the connection between Pay Terminal One and Apple device:

Step 1: Check and update your iOS version

First, check which operating system (iOS) is running on your Apple device. For your Pay Terminal One to successfully pair with your Apple device, you should have at least iOS 11 already installed.

• You can find out here how to check your current iOS version: Find the software version on your iPhone, iPad or iPod (https://support.apple.com/en-gb/HT201685).
• You can find out how to update the iOS version here: Update your iPhone or iPad (https://support.apple.com/en-gb/HT204204).

  Known issues

  Your iOS version is older than iOS 10 and can no longer be updated? Then the card payment will not work anymore. You need a more recent iOS device.

  With all the iOS version ending with 0 (for example 13.0, 14.0, 15.0 etc.), Bluetooth connection issues with your Pay Terminal One may also exist. If you have already updated to iOS 14, please follow the next steps to reconnect your Pay Terminal One.

   

Step 2: Reset the Pay Terminal One to its factory settings

1. On the top of the Pay Terminal One, you will find a small hole next to the on/off button. Insert carefully the tip of a paper clip and press it down until a menu appears on the screen. The 3rd option is called “Total Factory Reset.”
2. Press “3” on the keypad. Please confirm this with the green check mark on the terminal. Now your Pay Terminal One will reboot. This may take some time.
3. As soon as the orderbird logo and the Bluetooth symbol appear in the upper left corner of the display and the blue Bluetooth light in the upper right corner blinks quickly, you can reconnect the devices. The Bluetooth connection will start automatically.

Step 3: Forget the card reader in the Bluetooth settings on your Apple device

1. Next, go to Bluetooth in the Apple device's settings and tap on the small blue “i” behind the entry with the name “orderbird” and your device's serial number. Then select “Forget this device” and confirm with “OK.”
2. Then switch off the Bluetooth on your iPad by dragging the green slider in the upper right corner to the left. The slider will now turn gray.

Step 4: Close all open apps

Please close all open apps as explained here: Close an app on your iPad, iPhone, or iPod touch (https://support.apple.com/en-gb/HT201330). The short version: double-click the home button and swipe out the displayed apps upwards.

Step 5: Clear the RAM cash on your iPad

• Unlock your Apple device.
• Hold the power button until you see the slider to turn off the device.
• Release the power button and hold down the home button until you see your regular screen again.

Clearing the RAM without the home button

Unfortunately, this is not possible. However, you can use a little trick to create a virtual Home Button.

• Open “Settings” by tapping on the “gear icon.”
• There, tap on “General” and then call up the category “Accessibility.”
• Select the item “AssitiveTouch” and activate the option.
• Navigate back and also activate the option “Accessibility Shortcut.”

After that, clear the RAM as usual by pressing first the power button and then the home button.

Step 6: Restart your Apple device

1. Hold the power button until you see the slider to turn off the device.
2. As you move the slider, your Apple device will turn off.
3. Wait for 30 seconds, then turn the device back on.
4. You can find more information directly at Apple: Restart your iPhone (https://support.apple.com/en-gb/HT201559).

Intermediate step with iOS 14: Reset network settings

Reset your network settings. To do this, go to “Settings” > “General” > “Reset” > “Network Settings” on your Apple device.

Step 7: Pairing the Pay Terminal One via Bluetooth

1. Switch on your terminal.
   Turn on the device by pressing the small blue button on the top of the device. The display will turn on, and your Pay Terminal One will boot.
   
2. Activate Bluetooth on the terminal.
   The orderbird logo appears on display. In addition, the Bluetooth light on the card reader will now flash quickly.
   
3. Activate Bluetooth on the Apple device.
   Open the settings on your Apple device and activate Bluetooth.
Wait until orderbird###### appears on the display, and then tap on the entry to connect your device to Pay Terminal One.
4. Pair the two devices.
   You will now be prompted to establish a connection with your Apple device.
   1. Tap on the “Pairing” field. The number displayed must be identical on your Apple device and the terminal. 
   2. Confirm the connection on the device by pressing the green check mark button.
   3. 
 The Pay Terminal One and your Apple device are now paired. In addition, the Bluetooth light on the side of the device will now blink slowly.

Attention: It might happen that the pairing won't work the first time. If so, ignore the message on display, disable and enable Bluetooth on your Apple device, and try again.

Step 8: Make a test transaction

Book an item and charge it via card payment

It still does not work!

Then contact us so we can help you:

• Please email us at help@orderbird.com
• Call us at +49 30 208 983 098 or +49 30 208 983 099 (int.)