Troubleshooting the WisePad 3 Mobile – Vagaro Support

If you're having problems with your WisePad 3 Mobile with the Vagaro Pro app, first be aware of these details:

The WisePad 3 Mobile only works on Android and iOS devices via Bluetooth.
There is no USB connection for the device (other than for charging).
You cannot connect the device to a computer or laptop.
The device supports Dip and Select credit card reading, not swiping.

Tip

Before following the troubleshooting steps below, in some cases, charging the WisePad 3 to 100% or updating the device's firmware solves most connectivity problems.

Note

The WisePad 3 Mobile is Vagaro's EMV reader for the United Kingdom, Canada, and Australia. For US-based customers, refer to Troubleshooting the EMV Reader on a Mobile Device.

The WisePad 3 credit card reader is incompatible with the PayPro and PayPro Duo. You will need the WisePOS E instead, which is available from the Vagaro Online Store.

Prerequisites: This feature is available for all Vagaro businesses in Canada, the UK, and Australia.

WisePad 3 cannot connect to your mobile device

Uninstall and reinstall the Vagaro Pro App.
Reset the reader to factory settings by inserting a paper clip into the pinhole next to the reader's charging port.
Reboot your phone, reinstall the Vagaro Pro App, pair the reader to the phone again, and try a test transaction.
Make sure Bluetooth is turned on for your device.

WisePad 3 cannot pair to your mobile device

Press the Power On button to restart the device.
Try to find the serial number (shown on the back of the device) in the paired or scanned devices list in the Bluetooth settings for your smartphone or tablet.

WisePad 3 has lost connection to a smartphone or tablet

Press the Power On button to turn on the device again.
If the device's battery is low, recharge it and then try to connect the device again.
Ensure that the WisePad 3 and your phone are within the Bluetooth reception range of each other.

WisePad 3 does not work with the phone or tablet

Press the Power On button to turn on the device again.
If the device's battery is low, recharge it and then try to connect the device again.
Ensure that the WisePad 3 and your phone are within the reception range of each other.

Inserting a card

Check to see that the WisePad 3 has power is connected.
Make sure there is nothing blocking the card slot.
Make sure the card's chip is facing the right direction when inserting the card.
Ensure that your device is compatible with the reader.

Selecting 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.

WisePad 3 is not responding

Use a paper clip to press the reset button next to the charging port to reboot it.