Troubleshooting the WisePad 3 card reader

Use this guide to troubleshoot common issues with the WisePad 3 reader. Complete Step 1: General troubleshooting for the WisePad 3 Card Reader before you select the specific issue you're experiencing. If the troubleshooting steps don't resolve the issue, then you can send a report to Shopify Support.

Step 1: General troubleshooting for the WisePad 3 card reader

Complete the following general troubleshooting steps for WisePad 3 card reader issues:

• Verify that you meet the requirements to use the WisePad 3 card reader.
• Verify that you have an 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 during the time you're offline.
• Make sure the Shopify POS app is up to date.
• Make sure that your device is up to date:
  • To update your iOS device, go to your device's settings, and then tap General > Software Update. If there's an update available, then you can tap Update now.
  • To update your Android device, go to your device's settings, and then tap Software update. If there's an update available, then follow the on-screen instructions to install it.
• Make sure that the card reader is listed as a connected device in the Shopify POS app by tapping the connectivity symbol in the navigation. If the card reader isn't connected, then pair the card reader with your device.
• Check your firewall settings.
• 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.

Step 2: Select the Wisepad 3 card reader issue

Select the WisePad 3 card reader issue and follow all troubleshooting steps.

Troubleshoot pairing issues

If you can't pair your WisePad 3 card reader, then troubleshoot the connection with the following steps:

• If you're connecting the WisePad 3 card reader with 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 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 reader might experience issues 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. The WisePad 3 card reader can only pair to one device at a time.
• Force close the POS app and then re-open it.
• 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.

Troubleshoot connection issues

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

1. Review the following permissions in your device's settings for your Shopify POS app:
   • iOS and Android: Location is set to When using this app
   • iOS and Android: Camera is On or Allowed
   • iOS : Local Network is On
   • iOS : Bluetooth is On
   • iOS : Allow Cross-Website Tracking is On
2. From the Shopify POS app, tap the connectivity symbol in the navigation.
3. Confirm whether the card reader is listed on the device information page. If it's listed as a device, then tap Forget card reader.
4. From the device's Bluetooth settings, confirm whether the card reader is listed. If it's listed as a device, then tap to forget it.
5. Deactivate Bluetooth on your device.
6. Turn the device off completely for at least 3 minutes.
7. Turn the device back on and re-activate Bluetooth in the device settings, but make sure to not re-pair the reader.
8. Open the Shopify POS app, and then complete the card reader pairing steps.

Troubleshoot a 'System Tampered' error

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.

Troubleshoot over-the-air update issues

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

• Your WisePad 3 reader is charged to at least 50%.
• You've updated to Shopify POS version 6.34 or higher.

If the update freezes or fails, then troubleshoot with the following steps:

1. Force close the POS app.
2. Re-open the POS app.
3. Tap in the navigation and then 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.
7. Retry the update.

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

Troubleshoot payment acceptance issues

If you can't process payments because the POS app payment failed, then troubleshoot with the following steps:

• Make sure that location permissions for the POS app are set to either Always or Only when using the app.
• Force close the POS app and re-open it, and then attempt a payment again.
• Make sure that Shopify Payments isn't in test mode.

Troubleshoot chip card issues

If the card reader doesn't respond when you insert a card, then you need to clean the chip slot.

Note

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.

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.

If these steps don't work, then use isopropyl alcohol and thin cotton swabs to gently clean the contacts in the chip slot.

Step 3: Send a report to Shopify Support

If your card reader still isn't working after following the general troubleshooting steps and the specific issue's troubleshooting steps, then you can send a report to Shopify Support.

From your Shopify POS app, tap > Support > Report a bug. Shopify Support contacts you after the report has been submitted.