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If you're having trouble with your card reader, you can resolve most issues by following a few basic troubleshooting steps. It's important to follow these steps in the order listed even if you’ve already tried some of them. Skipping or doing them out of sequence may not correct the issue.

Step 1: Power the Device Off and On Again

Restarting the reader clears the cache memory, checks for and applies Application and ROM updates, and resolves temporary glitches:

• Power off the device completely.
  • Hold power button and select shutdown/power off from the power menu.
• Wait 10 to 15 seconds.
  • This allows all the temporary memory (cache) to clear.
• Power your terminal back on.

💡Note: This may trigger the terminal to download an update if one has been pushed out. This will cause the display to flicker a time or two and take a few minutes to update and load the application.

Step 2: Check the Battery Level

A low battery can disrupt functionality on the terminal including network stability, connectivity and processing functions:

• Swipe down from the top of the device to view the battery status.
• If the battery icon is red, plug in the device and allow it to charge to at least 15% before proceeding with any additional testing and troubleshooting.

Step 3: Make Sure the Account is Enabled

Your device will only process payments if the account is fully approved and not in a Restricted or Pending state.

• Check your account status in your dashboard before continuing.

Step 4: Check if the Terminal is Paired

If a transaction doesn't reach the credit card terminal from the point of sale (POS) system, the terminal may not be paired correctly or may have lost its connection. To verify pairing:

• Look for an on-screen message confirming connection.

• If not paired, follow the pairing steps specific for your reader model.

  • P5 Credit Card Reader

  • S1F2 Credit Card Reader

  • Wise POS E Credit Card Reader

• If the terminal appears to be connected but is still not communicating with your POS system, it may be necessary to remove the terminal from your account and link it again.

  • Use the delete button on the right side of the terminal section on the payment portal profile page to remove the terminal, and then follow the steps in the above documents to pair the terminal again. Out support team can assist with this step if needed.

Step 5: Toggle the Wi-Fi Off and On

Poor or lost Wi-Fi connections may not always be obvious. Disconnecting and reconnecting Wi-Fi can help identify or resolve connection issues:

• Turn off Wi-Fi from the terminal settings menu.
• Wait a 10 to 15 seconds.
• Turn Wi-Fi back on.
• If a connection error message appears, follow the network troubleshooting steps found in the below document.

💡Note: A quick Wi-Fi check is to connect your phone to the same network the terminal is using and set you phone in the location the terminal is sitting and see what signal your phone can pick up in that location.

Related Topics

P5 Card Reader

S1F2 Card Reader

WisePOS E Card Reader

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