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WisePad 3 keeps disconnecting - shall I give up on this payment system?

345_total
Tourist
5 0 3

For the last months we have been having issues with WisePad 3. It keeps disconnecting for no reason when the POS tries to connect with a payment amount. It reads 'Disconnect' and goes off. We tried all possible trouble shooting, from turning all off and on to reinstalling. I have read some old threads about the old card readers disconnecting but can't find anything about this one. Adding details manually ain't cool and it is not what we paid (a lot) for.

We have all apps up to date with the latest software.
Hardware: iPad mini 2 on iOS 12.5.5 with WisePad 3 model WPC32
Software: Shopify POS 6.66.0

Please help me or send me a fresh new WisePad 3!!!

Replies 8 (8)
345_total
Tourist
5 0 3

Just in case, some of the basic checks completed include:

  • Verify whether the WisePad 3 terminal has sufficient battery. Charge the terminal if necessary.

  • Press and release the WisePad 3 terminal's power button to wake it up.

  • Verify whether the WisePad 3 terminal is within Bluetooth range of the POS device.

  • Verify that your internet connection is stable.

  • Unpair and repair the WisePad 3 terminal with your POS device.

  • Reset the POS app on your device.

345_total
Tourist
5 0 3

Also, the reader (the POS in the iPad) states 'Wake card reader' at times, but other times don't.

Shay
Shopify Staff
Shopify Staff
1514 237 318

Hi @345_total 

Thank you for sharing that information with us here. It sounds like you have attempted essentially all our troubleshooting steps so far. In situations like this I would recommend contacting our retail support team directly to see if you are eligible for a warranty replacement. They may ask you to go through some of these troubleshooting steps while you are connected with them, this is normal and required before they can process a return/exchange. 

I can't guarantee that the device is eligible for a warranty replacement, but it sounds like it might be! To contact our retail support team you can sign into your store admin, open the Point of Sale channel from the left hand column and use the contact support button at the bottom of the overview page. 

Shay | Social Care @ Shopify 
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Eleanor3
New Member
4 0 0

We are having the same problem.  We have 2 separate shops, both Wisepad and both brand new in the last month.  One works and one absolutely doesn’t. My plan is to be on shopify support whilst I am at the shop today to see what can be done ✔️ 

345_total
Tourist
5 0 3

There is no solution: Ask for a replacement.

I spoke with a number of reps until it finally was offered as an option. We had to buy a new one in the meantime, as I am STILL waiting for my replacement.

Eleanor3
New Member
4 0 0

Thank you for taking the time to reply.  Shopify chat have escalated the query and I will certainly just ask for a replacement on Monday when that department re-opens.  I thought this card reader was supposed to be better than the old one! It certainly has not been so far.  

SeedSkateshop
New Member
2 0 4

Never had a single issue with the last card reader so I really didn't want to change to the Wisepad but seeing as Shopify forced us to change, we had no other option at the time. We've had nothing but constant problems with the Wisepad. Trying to do a split payment never works as the reader always disconnects for no reason at all. It will work with a regular card sale but then when trying a split payment straight afterwards, it just disconnects and now we are stuck with unfinished sales.

 

I find myself having to go in to the settings to "set up the device" on a daily basis. Will be contacting retail support shortly.

Geoffd
New Member
1 0 0

Same issue. Practically disconnects every transaction. Little better than useless.