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 15 (15)

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.

Eleanor3
Tourist
5 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
Tourist
5 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.  

Shahraz1
Tourist
5 0 0

We did all these things and it still keep disconnecting.  Very frustrating!  We keep borrowing another stores cc machine but that is causing havoc on our accounting. Shopify needs to do quality checks before releasing this. We switched out our old Tap and Chip, not sure if we should or even can go back to that one. 

Shay
Shopify Staff
2830 442 576

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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SeedSkateshop
Visitor
2 0 6

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
Visitor
1 0 0

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

 

Shahraz1
Tourist
5 0 0

Same issue, it's really frustrating as it happens in between sales.  We make sure the ipad is updated regularly and it still happens.  

mscmith11
Excursionist
22 0 12

The Wisepad is better suited for a 3 yr olds play shop than an actual retail environment. This ridiculous looking basic toy is completely useless and errors out almost everytime use is attempted. @Shopify how can you have decided that this unit is an upgrade in any way shape or form??? Any why would you not allow the old reader to still be used and allow merchants to have a choice? This device is not up to par with any competitor's readers and a major downgrade, that has caused us to seek out other options.

SewNSerge
Visitor
1 0 2

We are having the same problem the wisepad 3 keeps disconnecting. It was working fine until the update was installed and now it is not reliable. We are considering dropping this system and going back to the bank.

andreawood
Visitor
1 0 1

Yes we are having exactly the same problem its a nightmare, going to get onto shopify and see what they say

Spookywaller
Visitor
1 0 0

Same problem here too. Shopify sent out a new reader last week but I'm still having the same problems even with the new reader. I've chatted to support and they've taken me through all the troubleshooting, none of which has been successful, the only thing I haven't tried is their suggestion of using a different iPad - We're a small business and don't have spare devices lying round we can try unfortunately, however the iPad is up to date and working successfully with my back up Zettle reader when needed, may have to switch back to Zettle full time if this continues as it's rather embarrassing having to fumble about in front of customers resetting or changing readers. Although I wish other people weren't experiencing the same issues it is somewhat comforting to see it's not just me as Shopify support would have had us believe!  

f2thak
Visitor
1 0 0

I just merged from Maropost/neto to shopify.  Almost everything is 100x better, except the POS reliability. 

 

My printer doesnt always print receipts, the card reader is the worst though.  Goes to sleep and wont always wake.  Total PITA.

 

Have a few things to try I found here:

 

https://help.shopify.com/en/manual/sell-in-person/shopify-pos/troubleshooting

 

Then I can try a better android tablet, final thing is contact support.