PayPal HERE – Damage to reader detected. Contact PayPal for assistance.

I had a PayPal HERE card reader in the cupboard since 2017 and thought to use it for some payments, but unfortunately I received the “Damage to reader detected. Contact PayPal for assistance.” error. This was a pristine PayPal HERE card reader, used once or twice, stored in it’s original box.

From everything I have read online, it looks like a very common problem if the PayPal HERE card reader is being used infrequently.

I realised the PayPal HERE was a rebranded Miura Systems M010 reader, so thought I would email Miura and see what they thought, I was pleasantly surprised when they openly replied with:

The M010 device is a secure PCI PTS payments device which utilises encryption keys. Within the device there is a main battery (rechargeable) to run the device. In addition there is a coin cell battery to support the device if the device is left to deplete the main battery, this holds the config/key encryption. Once fully depleted, the device is designed to Tamper (lock) as way of protection to the security keys. Miura informs all of our distribution partners to ensure if the device is left, it should be charged up every 6 months to ensure that full depletion does not incur.

The software encryption keys are erased if both the rechargeable and backup battery are depleted. Once erased there is no way to recover the keys even if the battery is recharged.

I opened the unit up confirmed there is indeed a 3V CR1632 battery. Given this backup battery is unable to be replaced, this whole hardware isn’t designed great given once the backup battery dies, the unit needs to rely on the rechargeable battery to maintain a charge. This explains why some people can use it for a few years periodically, and then it fails, as the backup battery is now depleted.

I started looking at the PayPal HERE Getting Started guide and other boxed contents, and there was no mentioned of needing to keep the PayPal HERE reader constantly charged.

I reread the PayPal HERE User Guide web page and there is also no mention of this requirement either. All that is mentioned is ‘The card reader battery should last 5-6 hours of use’, but no mentioned of keeping the unit constantly charged.

PayPal Warranty is only 1 year as well which doesn’t help, as the backup battery will be fine during this period.

Definitely a product to avoid if you only need to use it infrequently.

Posted

16 February 2021

Negative Reviews, Random

MECTILE

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Comments

6 responses to “PayPal HERE – Damage to reader detected. Contact PayPal for assistance.”

Matt

2 March 2021

I just had the exact same problem. I bought and replaced each of the batteries before finding your post about how this thing permanently disables itself. I too wrote to Miura and will let you know if there is anything else that they tell me.

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Matt

25 September 2021

Miura finally replied to my inquiries, and gave me a similar response. Basically, “Your device is bricked. Buy a new one.” I would HIGHLY recommend calling PayPal and getting them to reimburse you for these devices, several folks have had success with this.

Here is Miura’s response:
“The advice you received from PayPal is correct in that the unit cannot be readily repaired and purchasing a new reader is likely your most cost-effective option. If the rechargeable battery dies (usually after 6+ months without a charge), then the device tamper protection functions will fall to the coin battery. Once that coin battery depletes, the unit will tamper [lock] and the only way to repair the unit is at the factory (in Poland) so shipment + repair costs for your unit would greatly exceed the cost of a new reader.”

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Peter

7 November 2021

I’ve now gone through two of these readers, with no suggestion from paypal that they need to be kept ‘topped’ up nor that they fail when the button battery is depleted. Paypal are good in many respects but selling this tat is not one of them. Avoid!

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Steve

23 March 2022

I had the same problem but sort it by not using PayPal anymore

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Steve. Also.

12 April 2022

Same again. I’ve got one of the stripe readers that plugs into an iPhone also, but that probably won’t work either … iphones no longer have the 3.5mm socket for the thing’s plug. Time to visit https://squareup.com/us/en I suppose.

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Ken Skehan

18 April 2022

I had the same problem. Phoned Paypal customer service with no great expectation after reading all the neg reviews. Was immediately offered the machine they are superseding PayPal Here with – Paypal Zettle – free of charge.

Apparently an improved machine with lower fees. Can’t ask for better response than that. Hope it works as well as mine did when it was working!

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