This guide offers quick troubleshooting steps for the Stripe BBPOS WisePOS E credit card terminal, covering common issues like connectivity errors, card reading problems, and power issues. Use these solutions to quickly diagnose and resolve issues, ensuring smooth and secure transactions.
To begin, we'll cover the networking portion of these troubleshooting methods.
Stripe request the following network requirements are met for smooth and painless processing.
The paired Computer and Credit Card terminal must be connected to the same network.
The WiFi network must be operating on a 2.4Ghz band and using WPA/WPA2/WPA3-Personal or WPA2/WPA3 EAP-PEAP Enterprise encryption methods.
If using a Firewall, contact your IT Administrator to whitelist Stripe's required domains. (List of domains can be found here)
Network must support IPv4 and assign the Stripe a private IP address.
*Note: You can find the meaning behind any network error codes using Stripe's Documentation here.
Now, let's cover the power & charging troubleshooting methods. These are great steps to follow when you're Credit Card Terminal isn't charging, depleting the battery too quickly or overheating.
The Stripe WisePOS E has a minimum power requirement of 5V-2A (10W) which can be met when properly using a single Stripe-provided power solution. Avoid charging the Stripe through a computer USB port, as most common USB ports can provide 2.5W at best. This will lead to long charging times, intermittent power issues and cause the battery within the unit to slowly degrade and lead to larger power/charging issues in the future.
Best practice for powering your Stripe unit is utilizing the docking station and the provided charging cable & wall brick. Allowing the Stripe to charge in the dock, and removing it as needed to take payments will increase the longevity of the device's battery.
Any cable providing power to the Stripe should be plugged into a standard 220V wall outlet.
*Note: Please avoid charging the device with more than 1 cable at a time. This will rapidly degrade the battery and lead to overheating issues.
Now that the device is connected to the internet and paired to the station (Refer to our Stripe Setup Guide here) we can troubleshoot any issues while operating the device.
If you're reader becomes frozen or inoperable, you can attempt a factory reset on the device.
To start the reset, power on the device and hold the two blue buttons on each side of the reader for 15 seconds. It will then prompt you to confirm the factory reset, in which, you'll click yes.
Once the reset has begun, you will have to reconnect it to the internet and begin the update installation. Once complete, refer to our Stripe Setup Guide to finish the pairing process.