IMPORTANT: The reader should always be paired directly from the app.  If the reader was paired first at device settings, the app won't recognize it. 

If you unpair the reader from device settings, you need to pair it again directly in the app. 

1. Make sure the reader is unpaired from the tablet's Bluetooth settings.
2. Make sure the reader you are trying to connect is unpaired from all tablets around it.
3. Open the app on any event.
4. Wait 30 seconds until you get the modal to select the reader and the pairing request within the app.

Getting Started

The Eventim Box Office Android App is compatible to connect via Bluetooth with the Stripe M2 Readers. After you select an event, you will notice a hardware connectivity status section on the top left of the screen:

Understanding the reader - Stripe M2 Readers

You can find here a detailed guide on how the reader works, but the main thing to be aware of, is if the reader has enough battery. Here's how to tell:

Pairing and connecting the reader

1. When you first installed the app, you should enable the following permissions:
   • Location → While using the app
     
   • Connect to nearby devices → Allow
     
2. Log in to the app and open any event. The app will automatically start looking up for readers to connect to.
3. Tap on the reader’s side button for 2 seconds to wake it up.
4. Once the app detects 1 or more readers, it will open a modal with the reader's serial number.
5. Select and tap on the one you want to connect to. You’ll get a notification to pair the reader (this can take up to 30 seconds). Tap on Pair.  If working with multiple stations: Make sure the reader's serial number matches the one that it’s trying to pair to the device.
6. It will take up to 30 seconds to pair, before you get the confirmation on the modal and the indicator on the app (top right) turns green. Close the modal by tapping on the "X" icon.
7. Try a test transaction to make sure it works as expected.
   (You can later refund the test transaction in the Manage Orders section).

If you need to change a reader, you can select another one by searching in the list by the last four digits of the serial number. Make sure you unpair (from tablet's bluetooth settings) the one you are removing so you can use it on another tablet afterwards. 

Troubleshooting guide

If the reader isn't showing up in the modal's list, follow these steps to troubleshoot the issue:

1. Make sure the reader is not paired to any other tablet. You can review this at the tablet's bluetooth settings. Forget the device from the tablet that is currently paired to.  Refresh the readers list and the reader should now show up.
2. Is the reader's serial number the same reader that you are trying to pair?
   • Serial number is located in the back f the reader, and it's format looks like this: "STRM26214094409"
   • Check if the paired reader in the tablet's Bluetooth settings has the same number.
3. Make sure the reader has enough battery, you can press and release the power button once to check the battery level.
4. Is the app updated to the latest version? 
   • Open the Play Store app on your tablet.
   • Search for: "Eventim US - Box Office"
   • If an update is available, tap "Update."
5. Is the location permission enabled? - Here's a video on how to enable it.
   1. Go to the tablet's settings
   2. In the left menu, scroll down to "Apps" and tap on it
   3. Scroll down until you find the Box Office app (Yellow icon)
   4. Tap on permissions
   5. Tap on location
   6. Select the "Allow while using the app" option

If none of the above worked, try restarting the tablet and going over the troubleshooting process from the start. 

Things to Note

Hardware (Credit Card readers and Boca Printers) are only compatible with the Android app version. If you are on the web version, you’ll notice an “invalid device” message on the hardware connectivity indicators.