If a user tries to connect, the card reader and the internet network fails to communicate with the device. It could prohibit you to collect in-store or online payments using card readers.
 
This scenario can exist if you ensure the card reader connects to the same WiFi as your Birdeye account. You may come across a message displaying ‘Could not communicate with the card reader. Please make sure your card reader is online and on the same network as your device.’

This happens because there are a few Domain Name System (DNS) servers that block the IP addresses or the internet networks to access the website or that particular domain. 

In case you’re trying to connect the card reader and as result, this message appears ‘Could not communicate with the card reader. Please make sure your card reader is online and on the same network as your device.’ You can fix this by changing your DNS settings to use Google Public DNS.

Follow the below steps to fix it.

Changing DNS server settings on Windows 10.

1. Go to the Control Panel.
2. Click Network and Internet > Network and Sharing Center > Change adapter settings.
3. Select the connection for which you want to configure Google Public DNS. For example:
   1. To change the settings for an Ethernet connection, right-click the Ethernet interface and select Properties.
   2. To change the settings for a wireless connection, right-click the Wi-Fi interface and select Properties.
4. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
5. Select the Networking tab. Select Internet Protocol Version 4 (TCP/IPv4) and then click Properties.
6. Click Advanced and select the DNS tab. If there are any DNS server IP addresses listed there, write them down for future reference, and remove them from this window.
7. Click OK.
8. Select Use the following DNS server addresses. If there are any IP addresses listed in the Preferred DNS server or Alternate DNS server, write them down for future reference.
9. Replace those addresses with the IP addresses of the Google DNS servers:
   1. For IPv4: 8.8.8.8 and/or 8.8.4.4.
10. Test that your setup is working correctly by visiting any website. For instance - open your browser and visit www.birdeye.com, click on refresh multiple times to ensure the result is not from a cached web page.

Changing DNS server settings on macOS 10.15

1. Click Apple menu > System Preferences > Network.
2. If the lock icon in the lower left-hand corner of the window is locked, click the icon to make changes, and when prompted to authenticate, enter your password.
3. Select the connection for which you want to configure Google Public DNS. For example:
   1. To change the settings for a Wi-Fi connection, select Wi-Fi, and click Advanced.
   2. To change the settings for an Ethernet connection, select Built-In Ethernet, and click Advanced.
4. Select the DNS tab.
5. Click + to replace any listed addresses with, or add, the Google IP addresses at the top of the list:
   1. For IPv4: 8.8.8.8 and/or 8.8.4.4.
6. you can use Google Public DNS64 instead of the IPv6 addresses in the previous point.
7. Click OK > Apply.

Test that your setup is working correctly by visiting any website. For instance - open your browser and, visit www.birdeye.com, click on refresh multiple times to ensure the result is not from a cached web page.