Moby 5500 FAQ & Troubleshooting with talech Mobile

Bluetooth devices can experience connectivity issues, causing interruptions and delays during payment processing.

Troubleshooting FAQ

These guides cover talech Register and related POS equipment. Paytura is your merchant services partner; talech provides the register software and device support referenced in these articles.

Bluetooth devices can experience connectivity issues, causing interruptions and delays during payment processing.

The steps outlined in this article are designed to troubleshoot card reader connectivity issues and are designed to be followed in this order: Low Charge, Bluetooth Interference, Wi-Fi Interference. If you are able to resolve the issue you are facing in any step, there is no need to continue to the next step.

If you feel you know the cause of the issue, jump to any section by clicking the link below, or click on the FAQ link to jump to FAQs for issue-specific troubleshooting.

In This Article

Step 1: Low Charge - Ensure the phone and reader are charged and software is up to date:

The most common causes of Bluetooth failure are low charge and outdated software. The following steps are often all that is needed to reconnect the Moby5500 and begin taking payments:

  1. If either your phone or card reader are not fully charged, plug the device into a power source to charge. Once fully charged, proceed to the next step.
  2. Confirm the phone does not have any pending software updates. If there are pending software updates, update the operating system (OS).

 

Note: Refer to the user guide for your device or your cell phone provider for assistance with your specific phone model.

 

  1. Launch the talech Mobile app and follow the in-app guide to pair the reader. Refer to Moby 5500 Set Up with talech Mobile for detailed steps.
  2. Once your reader has been paired, run a test transaction to confirm it is ready to take payments. Refer to How to Run a Test Transaction on talech Mobile for detailed steps.
  3. If you are still unable to process a payment, continue to Step 2.
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Step 2: Bluetooth Interference - Disconnect and re-connect your Bluetooth:

It is likely that the Bluetooth connection between your phone and Moby 5500 has been interrupted or terminated, especially if the two devices have been physically separated. Establishing a connection and re-pairing the Moby will resolve most connectivity issues. To reconnect and pair your Moby 5500:

  1. Force close ALL applications.
  2. Turn Bluetooth off and wait 10 seconds.
  3. Turn Bluetooth back on.
  4. Disconnect any additional Bluetooth devices. Only one device should be connected to Bluetooth at one time to avoid interruptions and interference while the card reader is connected.

 

Note: Refer to the user guide for your device or your cell phone provider for assistance with your specific phone model.

 

  1. Launch the talech Mobile app and follow the in-app guide to pair the reader. Refer to Moby 5500 Set Up with talech Mobile for detailed steps.
  2. Once your reader has been paired, run a test transaction to confirm it is ready to take payments. Refer to How to Run a Test Transaction on talech Mobile for detailed steps.
  3. If you are still unable to process a payment, continue to Step 3.
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Step 3: Wi-Fi Interference - Forget and reconnect your Wi-Fi:

Interference with the Wi-Fi signal can cause your reader to become unpaired. Additionally, the reader and the phone must both be connected to the same network to pair successfully. To reconnect your Network:

  1. Forget your Wi-Fi Network. Make sure you know your Network password before removing!
  2. Re-Add the Network. The phone and reader must be connected to the same network.
  3. Launch the talech Mobile app and follow the in-app guide to pair the reader. Refer to Moby 5500 Set Up with talech Mobile for detailed steps.
  4. Once your reader has been paired, run a test transaction to confirm it is ready to take payments. Refer to How to Run a Test Transaction on talech Mobile for detailed steps.
  5. If you are still unable to process a payment, Email talech Support at support@talech.com.

 

Note: Refer to the user guide for your device or your cell phone provider for assistance with your specific phone model.
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FAQ:

Issue 1: My Moby 5500 will pair initially but keeps disconnecting

Resolution 1: Low Charge

  • Ensure your reader and phone are fully or well charged. Low charge can cause the Bluetooth connection to fail.
  • Ensure your phone is updated to the most recent OS version.

Resolution 2: Proximity

  • Ensure your card reader and your phone are in close proximity to one another. Physical distance can cause the Bluetooth device to fall out of range with the phone and can cause the Bluetooth connection to fail. If the devices have been physically separated, follow the steps in Moby 5500 Set Up with talech Mobile to pair your card reader.
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Issue 2: My Moby 5500 is not processing payments

Resolution 1: Moby 5500 is not paired

  • Ensure the card reader is paired: The blue light on the Moby 5500 should be lit and solid blue (not blinking).
  • If the card reader is not paired, follow the steps in Moby 5500 Set Up with talech Mobile to pair your card reader.

Resolution 2: Moby 5500 is not paired in the talech Mobile app

  • Confirm the Moby 5500 is paired in the talech Mobile app:

 

Moby 5500 card reader showing as connected under settings src= card readers > my devices">

 

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Issue 3: I am not able to pair my Moby 5500

Resolution:

Note for Android users: When your Bluetooth is enabled, Android OS will automatically detect and attempt to pair your Moby 5500 when the Moby 5500 is powered on. For best performance, leave the Moby 5500 powered off until instructed to power it on during the in-app guide.
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Need more help?

  • talech training & device support (24/7): 1-888-995-1998
  • Paytura merchant support (24/5): 1-855-4-PAYTURA or contact Paytura

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