If you're having problems with your WisePOS E, first be aware of these details:
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The WisePOS E works on Android, iOS devices (phones and tablets), PCs, Laptops, and the Vagaro PayDesk via Wi-Fi
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The WisePOS E does not use Bluetooth
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There is no USB connection for the device (other than for charging)
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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:
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Mobile or Tablet: uninstall and reinstall the Vagaro Pro App
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Reboot your device, reinstall the Vagaro Pro App, pair the reader again, and try a test transaction
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Force a restart by holding the power button for 6 seconds
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Factory reset the WisePOS
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Hold the Blue buttons on both sides of the device for 15 seconds.
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When prompted to reset the reader, select Yes to factory reset.
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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:
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.
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Make sure the network is connected and has internet access
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The signal strength is good
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The device has an IP address assigned
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Your card reader and Vagaro device (PC, laptop, tablet, phone) are connected to the same Wi-Fi network
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Press the Power button to restart the device
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Click or tap Connect on your device to start the pairing process
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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
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:
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Cloudflare DNS (1.1.1.1 and 1.0.0.1)
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Google Public DNS (8.8.8.8 and 8.8.4.4)
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Press the Power button to turn on the device again
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If the device's battery is low, recharge it and then try to connect the device again
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Check the Wi-Fi connection on all devices: The WisePOS E and your laptop, PC, tablet, or phone
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Press the Power button to turn on the device again
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If the device's battery is low, recharge it and then try to connect the device again
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Check the Wi-Fi connection on all devices: The WisePOS E and your laptop, PC, tablet, or phone
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Check to see that the WisePOS E has power
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Make sure nothing is blocking the card slot
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Make sure the card's chip is facing the right direction when inserting the card
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Check to ensure that the credit card supports NFC (near field communication) payments
Cards capable of NFC will have this symbol on them:
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Make sure the credit card is placed within a 4-centimeter range on top of the NFC symbol on the reader's display
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Make sure the customer takes the NFC payment card out of a wallet or purse when a payment is made to avoid any interference
Press and hold the power button for 6 seconds to restart the device.
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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