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 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 there is nothing 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: - 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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