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

345345235wsdgxv
Tourist
3 0 1

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 3 (3)
345345235wsdgxv
Tourist
3 0 1

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.

345345235wsdgxv
Tourist
3 0 1

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

Shay
Shopify Staff
520 86 100

Hi @345345235wsdgxv 

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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