Why is my WisePad 3 card reader not processing payments?

[NT07]

Hi all,

We are a UK registered business and have purchased 5 new WisePad 3 Card Readers (UK Hardware store) for use at an event in Netherlands (Feb 1st) where we sell merchandise.

Set them all up to test before we travel and the Card Readers will pair with the Shopify POS but won't allow a payment to be taken via the card reader (manual card entry, and cash both work). 

Just says - "WisePad 3 (1036) unavailable. There was an issue preparing the payment."

Anyone else had this?

NB: we sold goods at an event in Barcelona in 2020 and it all worked perfectly, 

Thanks, @NT07 

[Victor]

Hi @NT07,

Thank you for getting in touch. Is this error message occurring across all five devices, and am I right in presuming that you are testing these transactions while still in the UK? Can you also tell me the amount you are trying to process when testing orders with the card readers?

[NT07]

Yes tried all 5 readers.
Yes based in the UK.
Have tried £1, £2.50, £10.00

Spent over 5 hours on the phone with technical support = no solution. Promised a call back today, no call. Frustrating.

[Victor]

Hi @NT07,

Thank you for confirming that, and I am sorry to hear that you've had a frustrating experience with our phone support today. Was it mentioned to you that the issue was being escalated to our retail or technical team, or are you waiting to hear on next steps?

[NT07]

Hi,

I was told it was being escalated to the developers. The problem is we need it sorting in the next couple of days as we have to send all the kit out to Netherlands on Monday. So we are now looking at alternative POS systems/payment platforms.

[Victor]

Hi @NT07,.

Right, I see. It sounds like there is a more serious issue here which is why our developers are having to look into this for you. I know this is time-sensitive so using alternative readers to make sure you have them functioning for the event seems like the best place of action for now.