The most common issue with WisePOE E Card Readers is the wifi connection. These function by communicating with our shop devices through Wi-Fi.

To check connectivity, go to settings (swipe right, enter the Admin PIN: 07139), and then select Wi-Fi settings. This displays all available Wi-Fi networks. Tap on the connected network name to see more details about the connection.

• Make sure the network is connected and has internet access

• The signal strength is good

• The device has an IP address assigned

• Your card reader and the device running Commander (PC, laptop, iPad, tablet, phone) are connected to the same Wi-Fi network.

1. Check the Wifi Settings: 

   • Make sure Wi-Fi is turned on for your device running Commander that both devices are connected to the same Wi-Fi network, the non-5G network.

2. Press and hold the power button for 6 seconds to restart the device
3. Clear the Cache and Cookies from the Web Browser you are using for Commander Web (app.getsquire.com)
   • On Chrome: Click the Stacked triple dots on the top right of the browser > Tap History > Tap History again > Tap 'Clear Browsing Data' at the top left > Tap Advanced > Deselect everything except 'Cookies...' and 'Cache...' > Tap 'Clear Data'
4. Reboot the device running Commander
   • On an iPad, Tablet, or Phone: uninstall and reinstall the Commander App

• If your reader doesn't update, it's possible that it can't connect to Stripe. To check its connectivity, go to settings (swipe right, enter the Admin PIN: 07139), then select Diagnostics. This displays a list of troubleshooting tests. Check Stripe connectivity and ensure it says “Passed.”

• Check to see that the WisePOS E has power

• Make sure there is nothing blocking the card slot

• Make sure the card's chip is facing the right direction when inserting the card

• Check to ensure that the credit card supports NFC (near field communication, aka 'Tap') payments
  Cards capable of NFC will have the Wifi symbol on them.

• Make sure the credit card is placed within a 4-centimeter range on top of the NFC symbol on the reader's display

• Make sure the customer takes the NFC payment card out of a wallet or purse when a payment is made to avoid any interference

Review the steps in this procedure to solve the issue with your reader; if unsuccessful, ensure your manager is aware. They will open a ticket in Squire once the basic troubleshooting procedure has been attempted.