Troubleshooting your Donorbox Live kiosk

If you're experiencing issues with your kiosk, the following may help to troubleshoot and resolve the problem:

Device Check
Is the card reader turned on?

Some Stripe readers do not have visible lights when turned off (eg: M2 Reader). This can make it seem as if the reader is on after pressing the button, but in fact, the reader is turned off (and may require a battery charge). 

Do you have Bluetooth enabled on your device?

Bluetooth must be enabled in order for the app to work. You may need to grant Bluetooth permission in your device's settings.

Do you have location permission granted?

This is also required. You may need to enable location permission in your device's settings.

Does the card reader have enough battery life?

A firmware update may be required when connecting a card reader for the first time. If the battery is not sufficiently charged, the update will be aborted and the card reader will automatically disconnect from the app.

Is there more than one card reader near your device?

The app will connect to the first card reader found. If you have more than one card reader already connected, the app may be attempting to connect to the wrong reader.

Is your card reader paired with your device?

Some readers, such as the WisePad3, have had difficulties connecting via the app on some Android devices when the reader was not previously paired with the tablet. If you're having connection issues, try pairing the card reader to your device before using the app. (Note: by default, it shouldn't be necessary to pair the card reader. However, it may be helpful to check if your device is unable to locate the card reader).

Network Check

Is your device connected to the internet?

Currently, Donorbox Live will not work offline. Be sure to check your device's internet connection to make sure it's stable and not experiencing any connection failures.

Is your device using a VPN?

In some instances, VPNs may block important resources required for Donorbox Live to work. If your device is using a VPN, try disabling it or changing the DNS server before restarting the app and testing again.

Account Setup

Check your Stripe account's location

Your Stripe account must be created in a country that supports the card reader you're connecting to. (Ex: Stripe M2 card readers for US organizations and BBPOS WisePad 3 card readers for organizations based in the UK/EU).

What is the currency registered on your Donorbox Live campaign?

Some card readers have country restrictions and only accept payments in the currency of the location it's being used in.

*If further assistance is needed, email our support team at [e-mail].