Use this article when a WisePOS reader won't take a card at checkout. Work through the checks in order. If the problem continues, re-pair the reader.
Check Your Setup
Confirm the reader is on the same network as the admin device (laptop or iPad).
If the network has a firewall, ask your Tech Director to approve the reader's MAC address. You can find it on the reader under the diagnostics tab.
Confirm the WiFi connection is strong.
Confirm the reader is charged.
At checkout, confirm the correct reader is selected. On the event, open the ticket menu and select Box Office, then select Launch Checkout. Under Accept Payment, select Select a Reader and choose your reader.
Confirm ticketing is turned on for the event. The Box Office page shows the status under Ticket Sales, either OPEN or CLOSED.
Confirm your settings are correct and your Stripe account is connected. Go to Business -> Stripe. A connected account shows ACTIVE next to its name.
Check that the main screen on the reader says "Bound - Powered by Stripe". If it says only "Stripe", you may need to reset the reader by deleting it from the admin and adding it again with a new code. See Re-Pair the Reader below.
Fix Common Problems
Error about a DNS setting when processing a card: The device is too old to pair with the reader. Use a newer device, or one that doesn't show the error.
Admin keeps spinning after a successful card payment: If the admin doesn't reset for the next transaction within 5 seconds, the internet connection is poor or a firewall is blocking the connection.
Reader seems stuck: Turn the reader off for 30 to 60 seconds, the same way you would restart a phone.
Re-Pair the Reader
In Bound, go to Business -> Stripe, open the Readers tab, and delete the reader. Then connect it again by following Connect a WISEPos credit card reader to your school.
If you still need help, use the chat feature. Bound can also get on a call with your school, which takes about 5 minutes to test.
Enter a Username and Password for the Network
If your network needs both a username and a password, selecting Network in Admin options on the reader doesn't allow you to enter the username. To fix this:
On the reader, go to the Admin options page.
Tap Diagnostics.
Scroll down to the fourth option from the bottom, Network Diagnostics - Launch system network settings, and tap it.
The network page opens. The network you select now allows a username and password.