Cards aren’t being read or my terminal only accepts swipe

If your terminal can’t read cards when customers tap or insert them, or if it immediately skips to swipe-only mode, this is typically a hardware issue with the card reader.

Signs of this problem:

• The terminal screen briefly shows “Tap or Insert or Swipe” then jumps straight to “Swipe”
• Chip (insert) transactions fail repeatedly
• Swipe-only transactions are being declined by the customer’s bank
• The terminal shows errors like “Card read failed”

What to do

1. Try the transaction with a different card to rule out a faulty card.
2. If the same issue happens with multiple cards, check whether other terminals at your location are working - this confirms it’s a device-specific problem.
3. Check if there is anything stuck in the card reader (e.g. dust, debris, or obstruction)
4. Try moving the terminal away from any electronic equipment (routers, other devices) as interference can sometimes affect the antenna.
5. If the problem persists, the card reader has a hardware fault and the terminal will need to be replaced.
6. Contact Stitch support with your terminal’s serial number to arrange a replacement.

Important: Most South African banks will decline swipe-only transactions for security reasons. If your terminal is stuck on swipe-only mode, it effectively can’t process payments and should be replaced as soon as possible.

Need more help?

If you are still having trouble, reach out to Stitch Express support and we will get you sorted.