General Tips & Troubleshooting
Software Update
When connecting to your Stripe reader for the first time—or the first time in a while—the device may need a software update. This will automatically begin after syncing starts. The update typically takes 5–15 minutes, depending on your internet speed and the size of the update. Tip: Begin setup at least 15 minutes before doors open to allow time for updates.
Multiple Devices
If you're using multiple Stripe terminals, we recommend pairing each reader with a specific iOS or Android device for the entire event. During connection, confirm you're using the correct reader by matching the serial number on the back of the terminal with the one displayed in the BoxOffice app.
Cold Temperatures
Stripe terminals use lithium batteries and should be kept above freezing temperatures. For outdoor events, store the terminal in an inside jacket pocket when not in use—similar to how you'd protect a smartphone.
Disconnection Issues
If you no longer see “Credit Card” as a payment option in the Sell tab, your terminal may have powered down due to inactivity. Solution: Power the device back on and reconnect following the standard connection steps.
Cannot Select Currency
If no currency is available when connecting a Stripe reader, the issue may be:
- Stripe Terminal is not enabled in your Universe account
- You are logged in as a Team Member, not the Host Account
Error Messages
“Terminal Error: Failed to Discover Terminal”
Reason: Bluetooth connection issue
Troubleshooting:
- Ensure the terminal is powered on and fully charged
- Confirm the terminal is not connected to another device
- Power cycle the terminal (turn it off, then back on)
- Log out and back into the BoxOffice app, then retry
“Terminal Error: Failed to Discover Terminal – Operation Timed Out”
Reason: Timeout during the connection flow
Troubleshooting:
- Perform a hard reset: Hold the side button until the terminal powers down
- Turn the terminal back on and retry the connection
“Payment Timeout”
Reason: The ticket sat in the cart too long without completing the transaction
Troubleshooting:
- Clear the cart and begin the checkout process again
“Transaction Error: 402”
Reason: Standard Stripe response indicating payment declined
Troubleshooting:
- Ask the customer to try a different card
Additional Troubleshooting Tips
- Enable Location Services: Ensure that Bluetooth and Location Services are enabled on your iOS/Android device. Some devices require location access to scan for nearby Bluetooth devices.
- Use the Latest App Version: Always keep the Universe BoxOffice app updated to the latest version for full Stripe Terminal compatibility.
- Charge Devices Overnight: To avoid power issues, charge both terminals and mobile devices overnight before the event.
- Forget Previous Connections: If connection issues persist, try forgetting the Stripe reader from your device's Bluetooth settings before reconnecting.
- Avoid Frequent Pairing/Unpairing: Once a terminal is paired with a device, avoid switching it between multiple devices throughout the event to prevent sync conflicts.
- Check Internet Connection: A stable internet connection is required for processing payments. If Wi-Fi is spotty, use a mobile hotspot or LTE-enabled device.