To troubleshoot the WisePOS E if it's not connecting to your device, try first going through the following steps:
Force a restart by holding the power button for 6 seconds
Factory reset the WisePOS
Hold the Blue buttons on both sides of the device for 15 seconds.
When prompted to reset the reader, select Yes to factory reset.
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 Arketa 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 you get a DNS Resolution "Failed" error when pairing the WisePOS E
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:
Cloudflare DNS (1.1.1.1 and 1.0.0.1)
Google Public DNS (8.8.8.8 and 8.8.4.4)
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 nothing is 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."