Troubleshooting the WisePad 3 card reader

Common issues with your WisePad 3 card reader include pairing problems, connection drops, and payment processing errors. Ensure your device's Bluetooth is active, the reader is charged, and that you have a stable internet connection. Try the following troubleshooting steps to help resolve issues with your WisePad 3 card reader.

The WisePad 3 card reader won't pair with my POS device

Troubleshoot your WisePad 3 card reader's wireless or wired connection using the following steps:

  • Verify that Bluetooth on your Shopify POS device is turned on.
  • Verify that the POS app has permission to connect to Bluetooth in your device settings.
  • If your reader is connected using a USB-C cable, then try unplugging the reader and re-plugging it in.
  • If you use a Retail Stand, then try undocking and re-docking the tablet.
  • Verify that you have a stable internet connection. Shopify POS needs to connect to the internet through Wi-Fi or your device's cellular data to process payments. If you can't connect to the internet, then you need to use a different payment type when you're offline.
  • Verify that your WisePad 3 card reader is charged above 50% battery. If it's not, then charge it to above 50% before trying again because the device might experience trouble pairing with less than 50% battery, even if it's plugged in.
  • Verify whether the WisePad 3 card reader is connected to a different device. If it is, then unpair it from that device before trying to pair it with a new device.
  • Turn off the POS app on your device and then turn it on again.
  • If you use a USB-C cable, then try connecting the reader using Bluetooth. If you have an Android tablet and you connect the reader using Bluetooth, then try connecting the reader using a USB-C cable.

The WisePad 3 card reader disconnects from my POS device

If your WisePad 3 card reader disconnects from your POS device, then troubleshoot the connection with the following steps:

  • Verify whether the WisePad 3 card reader has sufficient battery. Charge the card reader if necessary.
  • Press and release the WisePad 3 card reader's power button to wake it up.
  • Verify whether the WisePad 3 card reader is within Bluetooth range of the POS device.
  • Verify that you have a stable internet connection. Shopify POS needs to connect to the internet through Wi-Fi or your device's cellular data to process payments. If you can't connect to the internet, then you need to use a different payment type when you're offline.
  • Unpair and repair the WisePad 3 card reader with your POS device.
  • Reset the POS app on your device.

System tampered

If your WisePad 3 card reader displays a Tamper Detected screen error, then the reader can no longer be used, and you'll need to replace it.

Connection issues

If your WisePad 3 reader displays a Wake card reader message and can't reconnect, then click Not working? from the card reader details page. After you click Not working?, the WisePad 3 reader's connection reinitializes.

Freezing, stalling, or over-the-air updates failing

To use your WisePad 3 reader, make sure that the following requirements are met:

  • your WisePad 3 reader is charged to at least 50%
  • your iOS or Android device is connected to a stable Wi-Fi connection
  • you've updated to Shopify POS version 6.34 or higher

Steps:

  1. Force close the Point of Sale (POS) app.
  2. Re-open the POS app.
  3. Tap ☰ in the bottom right of the POS app and tap Settings
  4. Go to Manage connected hardware > WisePad 3 > Forget the reader.
  5. Tap ☰ again in the bottom right of the POS app and tap Settings.
  6. Go to Set up hardware > Card readers > WisePad 3.

If the issue persists, then do a pinhole reboot by using a pin or paper clip to press and hold the reboot button for 5 seconds. This action re-pairs the device. The reboot button is located on the right side of the device, underneath the charging port.

Paired to a different device

If the WisePad 3 card reader is paired to a different iOS or Android device, then the WisePad 3 card reader won't display in the list of available card readers when you try to set up the card reader in the POS app.

Unable to process payments

If you're unable to process payments because the POS app payment failed, then try the following troubleshooting:

  • ensure that location services for the POS app set to either Always or Only when using the app
  • restart the POS app and attempt a payment again
  • ensure that Shopify Payments isn't in test mode

Switching from Tap, Chip, and Swipe to WisePad 3

Keep your Tap, Chip, and Swipe card reader nearby, but powered off in case you have issues with your WisePad 3, or prefer to go back to the Tap, Chip, and Swipe reader. Leaving the Tap, Chip, and Swipe reader powered off helps ensure that the POS app remains paired to the WisePad 3 as the main card processing unit.

Card reader isn't responding when inserting a card

If the card reader isn't responding when you insert a card, then you might need to clean the chip slot.

Steps:

  1. Fold a piece of paper to be the same thickness as a credit card.
  2. Insert the folded piece of paper into the chip slot and move the paper side-to-side and back-and-forth.
  3. Remove the paper from the slot, and then use a can of compressed air to clean out the chip slot.

Further troubleshooting tips before sending a report to Shopify Support

If your card reader isn't working, then make sure you review these steps before sending a report to Shopify Support:

  • Never blow into the chip slot, as the saliva particles can corrode the chip contacts.
  • Don't use an adhesive, such as a sticky note or tape, as this can leave residue that can collect debris.
  • Use a can of compressed air to dislodge any debris inside the chip slot.
  • Use isopropyl alcohol and thin cotton swabs to gently clean the contacts in the chip slot.
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