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Troubleshoot M425

Troubleshoot the Verifone M425 reader.

The Verifone M425 is an Android-based smart reader for countertop and handheld use. You can customize the on-reader checkout UI using both prebuilt and custom elements.

The Stripe Terminal SDK connects to the reader over the internet, LAN, or handoff mode. This reader is compatible with JavaScript SDK, iOS SDK, Android SDK, React Native SDK, and server-driven integrations.

For point of sale systems on separate devices without offline card payment collection, we recommend the server-driven integration.

Expected sounds during payment

The following table describes sounds that occur during successful and failed payments on the UX700 reader.

TapChipSwipe
Success1 long beep1 long beep1 long beep
Failure2 short beeps2 short beeps2 short beeps

Troubleshoot the reader

Make sure your network meets all of our network requirements, and try the steps in the network troubleshooting section.

To begin troubleshooting, use the following common scenarios to help diagnose the issue.

Run diagnostics

The M425 includes built-in diagnostics to help you identify connectivity and configuration issues. Run these diagnostics as the first step when troubleshooting any reader problems.

To access the diagnostics menu:

  1. Swipe in from the left edge of the screen on your reader.
  2. Tap Settings.
  3. Enter the admin passcode. The default is 0-7-1-3-9.
  4. Select Diagnostics.

The diagnostics menu displays test results and information about your reader:

  • DNS resolution: Verifies that the reader can resolve domain names.
  • Stripe connectivity: Verifies that the reader can connect to Stripe servers. This test must pass for your reader to process payments and receive updates.
  • Terminal events connectivity: Tests the reader’s connection to the Stripe event infrastructure.
  • WiFi information: Shows WiFi frequency and signal strength (if connected using WiFi).

Nota

If the Stripe connectivity test fails, your reader won’t be able to process payments or receive software updates. Follow the network troubleshooting steps to resolve connectivity issues.

We recommend running diagnostics whenever you experience issues with your reader, or as part of your regular maintenance routine to proactively identify potential problems.

The reader won’t turn on

If the M425 doesn’t power on, make sure you use the included power supply.

The reader can’t connect

Check WiFi settings in the reader’s menu. Run diagnostics to verify Stripe connectivity.

The reader won’t update

If your reader doesn’t update, it’s possible that it can’t connect to Stripe. Run the diagnostics tests to check Stripe connectivity. Make sure the Stripe connectivity test says Passed. If the test fails, follow the troubleshooting steps.

If you use a router, refer to your router’s manual and reconfigure the networking setup.

Stripe reader software

Stripe manages the M425 software, providing automatic updates for improvements and security. Keep your readers updated to ensure continued functionality.

The reader restarts daily at midnight for PCI compliance. Leave it powered and connected for automatic updates. Reboot the reader to perform manual update checks.

Reader software version

The M425 software includes the reader application, firmware, configuration, and key identifier. Check your reader’s versions in the Diagnostics menu.