Troubleshooting the WisePOS E

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

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.”