Why is my Wisepad3 showing an 'Invalid Input' error at checkout?

[watson18]

We are struggling with our Wisepad3 cancelling the checkout with an error message "Invalid Input". 

As soon as we press "checkout" it immediatley pops up on the screen and then it says "Cancelled by customer" on the POS system.

We have done all the troubleshooting that the service department has thrown at us plus all the regular "on/off" standard things we need to do on the regular because it is so glitchy with no avail. 

Any suggestions?? 

[Imogen]

Hi there, @watson18. Thanks for taking the time to reach out to the Shopify Community regarding your issues with your Wisepad card reader. My name is Imogen. It's good to meet you!

We appreciate you sharing that you've completed all of the usual troubleshooting steps. We're unable to authenticate folks here in the Community, so we're unable to access your account from here and check out anything on the backend that may be impacting your reader.

My recommendation to you would be to reach out to our Retail Support Team via the 'Support' tab in your POS App. You'll want to open your POS app, and navigate to the hamburger menu (the menu shown with several horizontal lines) to access your settings. You should see a 'Support' tab listed there. You'll want to select that tab, and you'll see some contact options within! I recommend using those methods to connect with our Retail Specialists so they can help you get this sorted out.

[thewinehouse]

Did you get it fixed? I'm having the same issue. The advice I got from shopify advisor via chat was to do the pinhole reset but it didn't work. 

[watson18]

We tried everything for an entire week, the only thing that solved it was a new wise pad.

[thewinehouse]

Thanks for reply. This is my second wisepad... not sure if I want to buy another one of these unreliable devices. 

[watson18]

Yeah, they can really suck and be very frustrating.
This was my third and it has worked great… but third ones a charm I guess.

[coffeegeek]

Have now run into the WisePad 3 Invalid Input error twice in two months, requires replacing the reader completely and being down for days aka losing revenues 

[Imogen]

Hey there, @coffeegeek. Thanks for joining in on this thread here regarding the Wisepad. I'm sorry to hear that you've been experiencing issues with a few different Wisepads these past few months. Anytime that you experience this issue, please make sure to make use of the 'Support' Tab within the POS App so you can use our Retail Support Team's direct number to get in touch with us. This will help us make sure we get this situation looked into as quickly as possible for you.