Hi In2stitches,
Welcome to the community forum and thanks for posting.
You will find information on pairing your device with the card reader here https://www.paypal.com/uk/webapps/mpp/how-to-use-paypal-here/card-reader#paringReader . This page also has troubleshooting tips that should help in the situation you have described. If you are still unable to connect the device I recommend reaching out to the PayPal Here team directly. You can contact them on <removed> or <removed>. I hope this helps.
Rachael
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