MagTek payment device troubleshooting

This guide walks you through troubleshooting a MagTek payment device that appears disconnected or unresponsive in the Tabit app

Connection status guide

Before troubleshooting, identify your device's current connection status:

1. Connected
   • Credit card icon: Green
   • iOS settings: Payment device is visible under iOS Settings > General > About > Underneath SEID
2. Disconnected
   • Credit card icon: Red
   • iOS settings: Payment device is NOT visible under iOS Settings 

3. ⚠️ Tamper Mode: read before troubleshooting

   If you notice 4 lights blinking on the back of the payment device this indicates the device is in Tamper Mode and cannot be restored through troubleshooting

Check device status in Tabit application

1. Log in to the Tabit app as a Manager
2. Go to Operations > Technician > EMV Payment Device Info
3. Review the status: 
   • If Operational Status shows Online, the device is currently connected
   • If EMV Payment Device Info shows Not Connected, continue with troubleshooting in Restart the iPAD
   • If an error code is present, please follow the troubleshooting instructions below, then check the status again once complete
   • If, after troubleshooting, the Operational Status shows Tamper Mode, the device must be replaced. Please contact Tabit Support to initiate the replacement process

Restart the iPad

1. Press and release the Volume Up button
2. Press and release the Volume Down button
3. Press and hold the Power button until the iPad screen turns black and the Apple logo appears

Once the iPad has restarted, open the Tabit app and check if the MagTek device is now showing as connected (green credit card icon)

If still not connected, continue to the next step

Restart the MagTek device

There are three case types. Follow the instructions for your specific device:

1. MTech case: Press and hold the power button located on the bottom right of the case, opposite the charging port. Release after you hear 2 beeps
2. N-close case: Locate the pinhole on the back of the case, in the upper-left corner of the payment device. Insert a pen or paperclip and release after you hear 2 beeps
3. Stationary case: Hold down the power button on the left-hand side of the Magtek. Release after you hear 2 beeps

After releasing the power button, you should hear 1 additional longer beep

Check to see if the MagTek device is now showing as connected (green credit card icon)

If still not connected, ensure steps 1 and 2 were correctly completed. Repeat if necessary. If the Magtek device is still not connected, move on to the next step

Cable check (if the steps above do not resolve the issue)

If you have completed all steps above and the device is still not connecting, please check your cable connections. Cables must be securely plugged in and connected in the correct order

Please refer to the images below for the correct cable configuration for your case type: Stationary case, MTech case or Nclose case

1. Stationary case: Cable order (See image below) 

    

    

2. MTech case: Cable order (See image below) 

    

3. Nclose case: Cable order (See image below) 

    

Still having issues?

If the MagTek device remains disconnected after completing all steps above and verifying cable connections, please contact Tabit Support (support-us@tabit.cloud), and we will be happy to assist

When reaching out, please have the following ready:

• Device name
• Site name
• At which step did the troubleshooting stop working?
• Any lights or on-screen messages displayed on the device