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Troubleshooting the WisePOS E

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Donna J
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If you're having problems with your WisePOS E, first be aware of these details:

  • The WisePOS E works on Android, iOS devices (phones and tablets), PCs, Laptops, and the Vagaro PayDesk via Wi-Fi

  • The WisePOS E does not use Bluetooth

  • There is no USB connection for the device (other than for charging)

  • The device supports Dip, Tap, and Swipe credit card reading

Note

The WisePOS E is Vagaro's EMV reader for the United Kingdom, Canada, and Australia. For US-based customers, please see Troubleshooting the EMV Reader on a Mobile Device.

To troubleshoot the WisePOS E if it's not connecting to your device, try first going through the following steps:

  • Mobile or Tablet: uninstall and reinstall the Vagaro Pro App

    • Reboot your device, reinstall the Vagaro Pro App, pair the reader again, and try a test transaction

  • Force a restart by holding the power button for 6 seconds

  • Make sure Wi-Fi is turned on for your device and all devices are connected to the same Wi-Fi network

Here are some other troubleshooting tips:

If the WisePOS E is unable to connect

To check connectivity, go to settings (swipe right, enter the Admin PIN: 07139), and then select Wi-Fi settings. This displays all available Wi-Fi networks. To see more details about the connection, tap on the connected network name.

  • Make sure the network is connected and has internet access

  • The signal strength is good

  • The device has an IP address assigned

  • Your card reader and Vagaro device (PC, laptop, tablet, phone) are connected to the same Wi-Fi network

If the WisePOS E cannot be paired:

  • Press the Power button to restart the device

  • Click or tap Connect on your device to start the pairing process

  • Find the serial number (shown on the back of the device) in the paired or scanned devices list in the Wi-Fi settings for your device

If you get a DNS Resolution "Failed" error when pairing the WisePOS E

After connecting the reader to wifi, generating a pairing code, and finding the reader on the network, the reader fails to pair. When looking at the diagnostics of the reader, "DNS Resolution" will appear as "Failed." In your computer's Network Settings, edit the DNS server assignment to use one of these DNS providers:

If the WisePOS E has lost the connection

  • Press the Power button to turn on the device again

  • If the device's battery is low, recharge it and then try to connect the device again

  • Check the Wi-Fi connection on all devices: The WisePOS E and your laptop, PC, tablet, or phone

If the WisePOS E does not work with your device

  • Press the Power button to turn on the device again

  • If the device's battery is low, recharge it and then try to connect the device again

  • Check the Wi-Fi connection on all devices: The WisePOS E and your laptop, PC, tablet, or phone

Inserting a card

  • Check to see that the WisePOS E has power

  • Make sure nothing is blocking the card slot

  • Make sure the card's chip is facing the right direction when inserting the card

Tapping a card

  • Check to ensure that the credit card supports NFC (near field communication) payments

    Cards capable of NFC will have this symbol on them:

    NFCcreditCard.png

  • Make sure the credit card is placed within a 4-centimeter range on top of the NFC symbol on the reader's display

  • Make sure the customer takes the NFC payment card out of a wallet or purse when a payment is made to avoid any interference

If the WisePOS E is not responding

Press and hold the power button for 6 seconds to restart the device.

If the WisePOS E is unable to update

If your reader doesn't update, it's possible that it can't connect to Stripe. To check its connectivity, go to settings (swipe right, enter the Admin PIN: 07139), then select Diagnostics. This displays a list of troubleshooting tests. Check Stripe connectivity and ensure it says "Passed."

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