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Boulevard Duo: Troubleshooting Tips
Boulevard Duo: Troubleshooting Tips

Common troubleshooting tips for the Boulevard Duo device.

Alexa Stewart avatar
Written by Alexa Stewart
Updated over a week ago

Duo Troubleshooting

For best connection results and stronger signal keep the Duo device plugged into a wall outlet during regular daily usage. The Duo may be used wirelessly but may encounter more connectivity issues.

Updating Firmware & Configuration

To help maintain optimal performance, your Duo device occasionally requires firmware and configuration file updates. These are updates to the Duo itself, not the Duo iPad app through the Apple App Store.

If the Duo, iPad, and computer are all connected, you will see a notification banner on the dashboard whenever a firmware update is available. This banner will remain until the device is updated. Check out the Updating Firmware & Configuration support article for steps on how to complete the update.

Unable To Pair the Device

  1. Double-check the device pairing code.

  2. Tap the power button twice and hold for 6 seconds. This clears the current Bluetooth Pairing Key and enters pairing mode.

  3. In the Duo App, open Duo device settings and select "Unpair Duo".

  4. In the iPad Bluetooth settings, under My Devices, tap the (i) next to the Duo Device and select Forget This Device.

  5. Return to the Duo App and attempt the pairing process.

  6. If the Duo Chip reader is unresponsive to any of the above, use a paperclip to press the reset button. After resetting, hold the power button for 1 second to turn the device on. The device should automatically reconnect; if not, repeat the pairing process.

Duo Loses Connection With Tablet

  1. Check that an iPad is selected in checkout. If an iPad is not selected, and you want the Duo to appear as a default option, the Duo can be made the default payment entry method in Manage > Hardware > Settings.

  2. Plug the device into power, or press and hold the power button for 1 second to turn the device on. If you disconnected because of the “auto-off” feature, turning the device back on will reconnect it.

  3. The device may have a low battery, so charge the device by connecting the USB cable to the included power brick to charge. Do not charge on a computer or mobile device as this will not provide a sufficient charge for the device.

  4. Ensure the computer and iPad are within range of the device.

If the above does not solve the issue, follow these steps to re-pair the device:

  1. Unpair the device from the iPad by opening the Duo app settings, tapping the arrow to open the Duo.

  2. Exit out of the Duo app on the iPad.

  3. Go to Settings on the iPad —> Bluetooth.

  4. Click the (i) next to the Duo device.

  5. Click “Forget this device”

    • **Do not attempt to re-pair the Duo through the iPad Bluetooth settings**

  6. Open the Duo app again.

  7. If you are on the “Welcome” screen, long hold the grey Boulevard logo at the bottom of the Duo app screen. This takes you to the "set up" page.

  8. Double press the button on the side of the Duo and hold for 6 seconds to put in pairing mode - the lights will start flashing back and forth (if they’re not already).

  9. Click "Start" on the Duo app, where it says to pair the Duo device, and re-pair.

  10. You will be asked to enter the pairing code (6 digits) that can be found at the bottom of the Duo device.

  11. Once you see confirmation on the iPad that the Duo is connected successfully, you can press “Continue”, and then “Launch Client Experience” to get to the client-facing portion of the app and process transactions.

Duo Card Reading Issues

  • Press and hold the power button for 1 second to turn off the device while unplugged. The device will not power down while it is plugged in. Turn the device back on by holding down the power button for 1 second. The device should automatically reconnect with your tablet.

  • The device may have a low battery. Use the provided USB cable and power brick to charge it, then retry

  • Ensure the device, computer, and iPad are all within range of each other.

  • Check if the device has power and ensure it’s connected to both the iPad and the iPad to the computer

  • Make sure the Duo app is open on the iPad. Transactions will not be successful if the app is closed or not on the “client experience” screen

  • Make sure the sale has been pushed (by pressing the green charge button on the dashboard) and the app is instructing you to swipe, insert, or tap a card

  • Ensure there is no dust/debris in the card slots. Use a can of compressed air to blow inside the slot to clean it out

  • Check if the magstripe or chip of the card is facing the right direction when swiping or inserting the card. **The magnetic strip on the card needs to face up when swiping**

  • If the customer is using a compatible gift card, the magnetic strip needs to be facing up, and you must be using the “gift card” payment option in the checkout window, not the “card” option, for the read to be successful

  • Ensure that your iPad OS version is supported (the Duo app requires iOS 15+ for use)

  • Try swiping or inserting the card at a slower speed

  • If tapping, ensure that your card supports NFC (aka tap-to-pay)

  • If tapping, ensure that your card is within 4 cm of the NFC marking

  • If tapping, remove your card from your wallet or purse to avoid any interference

Duo Not Responding

  • Use a paperclip or a narrow, pointy object to hold down the reset button for at least 15 seconds. Repeat the pairing process if necessary.

If you need assistance with your Duo, please reach out to Support via Help Chat or by emailing!


Charge your Duo via a wall outlet using the included power cord and power block. Charging your Duo any other way may damage the device and render it unusable.

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