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Stripe WisePOS E Troubleshooting
Stripe WisePOS E Troubleshooting
Kevin avatar
Written by Kevin
Updated over a week ago

This article will outline a number of reasons why your Stripe WisePOS E reader may not be connecting to your POS, and provide some solutions.

If you still require assistance, contact our Support team.

In this article:

The reader isn’t connecting when I tap the credit card payment button on the POS.

When you tap the CREDIT CARD button on the POS payment screen, the customer should be able to process their payment on the reader.

Are the POS and the reader on the same wifi network?

The reader and the POS must be connected to the same wifi network. Follow the steps below to check if your POS and reader network.

Check the POS network

To check which wifi network your POS is connected to, go to Settings > Device Options. The connected network will be displayed next to Abacus WiFi.

Check the reader network

To check what wifi network your reader is connected to:

  1. Swipe right and tap Settings.

2. Enter the admin PIN: 07139.

3. Tap Network.

4. The connected network will be ticked at the top of the screen.

Compare POS and reader networks

The POS and the reader must be on the same network.

If the reader is connected to a different network to the POS, change it to the same one by tapping the correct network and entering the password.

If they are connected to the same network, continue to the following questions.

Is the reader updating?

You will be unable to process a payment on your Stripe reader if it is updating. This should only take a few minutes.

Has your Stripe account been set up correctly?

The POS will be unable to connect to the Stripe reader if your Stripe account has not been set up correctly.

To check that your Stripe account has been set up correctly, go to Online Ordering > Stripe Payment Setup.

If your account has been set up and onboarded correctly, Onboarding Completed will be ticked.

If Onboarding Completed isn’t ticked, click Setup to onboard Stripe. For instructions on how to do so, click here.

How do I reconnect my reader to the POS?

The Stripe reader might disconnect from the POS if they are on different wifi networks or if there is no internet connection.

To reconnect your reader to the POS:

  1. Go to Settings > Payment and tap Stripe Payment.

2. Tap Discover Readers.

3. Tap one of the registered readers.

4. The reader will reconnect.

My reader pairing code has disappeared.

Your original reader pairing code might disappear from the screen if your reader’s battery dies or if the reader updates.

If this happens, you will need to generate a new pairing code to register your reader.

Generate a new pairing code

To generate a new pairing code:

  1. Swipe right and tap Settings.

2. Enter the admin PIN: 07139.

3. Tap Generate pairing code.

4. Enter the code on the POS.

When I try to discover a registered reader, an error message appears saying ‘A server with the specified hostname could not be found.’

If the ‘A server with the specified hostname could not be found.’ error appears when trying to discover a registered reader, your wifi network is blocking communication from Stripe.

To unblock it, you will need to manually configure the iPad’s DNS settings.

Configure DNS settings

To change your DNS settings:

  1. Go to the Settings app on your iPad.

2. Tap Wi-Fi.

3. Tap the i icon on the wifi network you’re connected to.

4. Tap Configure DNS.

5. Tap Manual.

6. Tap Add Server.

7. Enter: 8.8.8.8.

8. Tap Add Server again.

9. Enter 8.8.4.4.

10. Tap Save.

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