Tithely Pay Troubleshooting

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Encountering issues with Tithely Pay? Don't worry; we're here to help! In this troubleshooting guide, we'll address common issues users may encounter while using Tithely Pay and provide step-by-step solutions to resolve them. From connectivity issues to transaction errors, we'll cover it all. Let's navigate through these challenges together and ensure you can make the most of your Tithely Pay experience hassle-free.

I can’t turn on the reader

  1. Ensure the Tithely Card Reader is charged.

  2. Check for physical damage to the reader.

  3. Check that the reader’s LED light flashes between magenta and red when charging.

  4. If the reader still won’t turn on, reach out to our support team. 

I can’t connect the reader to Tithely Pay

  1. Confirm the reader is powered on.

  2. Confirm the reader is charged.

  3. Confirm the reader is not connected to another device.

    • Ensure that the reader was fully disconnected from any previous device using Tithely Pay directly, rather than taking the reader out of range.

    • Ensure that the reader was not previously paired to a POS device via the device’s Bluetooth settings. Go to Bluetooth settings in any previously paired devices and “Forget” the device.

  4. Confirm the reader’s status light are flashing blue.

  5. Confirm the reader is in-range of the iOS device running Tithely Pay (usually 10-20 ft).

Still having troubles? Troubleshoot the reader / iOS device’s Bluetooth connection

  1. If the Tithely Pay Reader is in a holster or case, attempt to connect to the reader without the holster or case.

  2. Attempt to connect to the Tithely Pay Reader with the iOS’s WiFi settings turned off. This will indicate if WiFi instability is interfering with the ability to connect to the reader via Bluetooth. If the connection succeeds with WiFi turned off, then take one of the following approaches to resolve:

  3. Reconnect the iOS device to internet using a cellular connection or move closer to the WiFi access point to reduce WiFi interference.

  4. Reset the WiFi router to a 5GHz band to ensure 2.4GHz band (shared by Bluetooth) isn’t too crowded.

I’ve tried diagnosing steps above and it’s still not working.

Perform the following checks:

  • Make sure the Tithely Card Reader is up to date.

  • Ensure Location Services are on for the iOS Device, as GPS location coordinates are required for payments to succeed.

  • Ensure Bluetooth is turned on in the device settings; bluetooth is required to connect to the reader

  • Always connect to the Tithely Card Reader directly from the application. Do not connect via device settings. Upon connection, the reader’s LED light will be steady blue.

  • Always disconnect from the Tithely Card Reader directly from the application before connecting it to another iOS device. Upon disconnection, the reader’s LED light will be flashing blue.

  • Keep readers charged. Readers should last for ~10 hours of standby use. If the reader’s battery is low, its LED light will be flashing red.

Payment is declined. What do I do now?

If a payment is declined, you can attempt payment again using the “Try Again” button.

Note that you can try processing the payment the same way with the Tithely Card Reader, or you can use the “Enter Manually” option to enter card details manually in case there is an issue with the card.

My address won’t validate when trying to order a Tithely Pay Card Reader

 

When ordering a Tithely Pay Card Reader, your address will be validated once you have filled in all fields. If your address does not appear to be a valid shipping address then you will be notified in-app.

If your address shows as being invalid, read each field to ensure everything is typed correctly. Some fields that are easy to have incorrect are:

  • Street - If you live on a State Route or Highway, try different variations of the road name

  • Zip Code - Make sure that the zip code matches the city that was entered

     

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