Troubleshooting the BBPOS WisePad 3 Card Reader

If your POS hardware doesn't connect through the Shopify POS Hub, then complete the Shopify POS Hub troubleshooting steps.

If you can't pair your BBPOS WisePad 3 Card Reader, then troubleshoot the connection with the following steps:

• Review the following permissions in your device's settings for your Shopify POS app:
  • iOS and Android: Location is set to When using this app
  • iOS and Android: Camera is On or Allowed
  • iOS: Local Network is On
  • iOS: Background app refresh is On
  • iOS: Allow Cross-Website Tracking is On

• If you're connecting the BBPOS WisePad 3 Card Reader with a USB-C cable to your Android device, then try unplugging the reader and re-plugging it in.
• If you use a Retail Stand, then try undocking and re-docking the tablet.
• Verify that your BBPOS WisePad 3 Card Reader is charged above 50% battery. If it's not, then charge it to above 50% before trying again because the reader might experience issues pairing with less than 50% battery, even if it's plugged in.
• Verify whether the BBPOS WisePad 3 Card Reader is connected to a different device. If it is, then unpair it from that device before trying to pair it with a new device. The BBPOS WisePad 3 Card Reader can only pair to one device at a time.
• Force close the POS app and then re-open it.
• If you use a USB-C cable, then try connecting the reader using Bluetooth. If you have an Android tablet and you connect the reader using Bluetooth, then try connecting the reader using a USB-C cable.

If your BBPOS WisePad 3 Card Reader disconnects from your POS device or you experience bluetooth connectivity issues, then troubleshoot the connection with the following steps.

Steps:

1. Review the following permissions in your device's settings for your Shopify POS app:
   • iOS and Android: Location is set to When using this app
   • iOS and Android: Camera is On or Allowed
   • iOS : Local Network is On
   • iOS : Bluetooth is On
   • iOS : Allow Cross-Website Tracking is On
2. From the Shopify POS app, tap the icon.
3. Confirm whether the card reader is listed on the device information page. If it's listed as a device, then tap Forget card reader.
4. From the device's Bluetooth settings, confirm whether the card reader is listed. If it's listed as a device, then tap to forget it.
5. Deactivate Bluetooth on your device.
6. Turn the device off completely for at least 3 minutes.
7. Perform a pinhole reset by using a pin or paper clip to press and hold the reset button for 5 seconds. The reset button is located on the right side of the device, underneath the charging port. This action re-pairs the device.
8. Turn the device back on and re-activate Bluetooth in the device settings, but make sure to not re-pair the reader.
9. Open the Shopify POS app, and then complete the card reader pairing steps.

If your BBPOS WisePad 3 Card Reader displays a Tamper Detected screen error, then the reader can no longer be used, and you'll need to replace it.

You can request a replacement for your tampered BBPOS WisePad 3 Card Reader: Tampered Replacement Portal

You'll need your original order number found in the order confirmation email. If you can't find your order number, then you'll need to contact Shopify Support.

To update your BBPOS WisePad 3 Card Reader, make sure that the following requirements are met:

• Your BBPOS WisePad 3 Card Reader is charged to at least 50%.
• You've updated Shopify POS to the latest version.

If the update freezes or fails, then troubleshoot with the following steps:

1. Force close the POS app.
2. Re-open the POS app.
3. Tap the icon.
4. In the Hardware section, tap WisePad 3, and then tap Forget card reader.
5. Perform a pinhole reset by using a pin or paper clip to press and hold the reset button for 5 seconds. The reset button is located on the right side of the device, underneath the charging port.
6. Tap the icon again.
7. Tap + Add hardware > Card readers > WisePad 3.
8. Retry the update.

If you can't process payments because the POS app payment failed, then troubleshoot with the following steps:

• Make sure that location permissions for the POS app are set to either Always or Only when using the app.
• Force close the POS app and re-open it, and then attempt a payment again.
• Make sure that Shopify Payments isn't in test mode and that there are no notes in your Shopify Payments account that state charges are disabled.

If the BBPOS WisePad 3 Card Reader doesn't respond when you insert a card, then test the chip slot.

Steps:

1. Press the power or settings button on the card reader.
2. Scroll down and select the Language setting.
3. Press 1.
4. Scroll down and select ICC test.
5. Insert a chip card.

After you insert a chip card, Wisepad 3 should display Chip card detected.

If the card reader doesn't display Chip card detected, then you need to clean the chip slot.

Steps:

1. Fold a piece of paper to be the same thickness as a credit card.
2. Insert the folded piece of paper into the chip slot and move the paper side-to-side and back-and-forth.
3. Remove the paper from the slot, and then use a can of compressed air to clean out the chip slot.

If these steps don't work, then use isopropyl alcohol and a thin cotton swab to gently clean the contacts in the chip slot.