📝 Overview
At DaySmart, we partner with Stripe to ensure that your processing runs smoothly. We understand that sometimes things can go wrong, and we're here to help! Below are some tips on troubleshooting specific issues. Let’s get through this together!
When you have issues processing a payment, make sure to always check:
Is the card's chip facing upward?
For tap to pay, is the card/mobile device within 4 centimeters of the reader and above the tap to pay icon?
Is there anything stuck in the card slot?
Is there a Stripe outage? Status page
Errors & Issues
The device is stuck updating
Click the arrow to learn more.
Click the arrow to learn more.
Please restart the device. If it is still not updated, please follow the factory reset steps.
Device Status not connected.
Click the arrow to learn more.
Click the arrow to learn more.
If you have more than one device, please start by ensuring you have the correct device selected. After confirming the device, if you're still not connected, make sure the device is powered on. If you continue to experience issues, please reconnect to the Internet or Bluetooth.
Payment Unsuccessful / Unable to create the payment
Click the arrow to learn more.
Click the arrow to learn more.
If you are manually entering the payment, please ensure that all the information is correct.
Stripe will log if there is an issue with the card. To view your transactions, log in to Stripe and go to Transactions on the left side. If you see a transaction labeled as "Failed," hover over that tag to see the reason for the failure. If you do not see the payment in Stripe, please 💬 Contact Us.
Restart the Device
BBPOS WisePOS E
Click the arrow to learn how to restart the BBPOS WisePOS E
Click the arrow to learn how to restart the BBPOS WisePOS E
On the right side, press and hold the power button
Two options will pop up on the screen. Select Restart
Click OK on the pop-up.
Stripe Reader S700
Click the arrow to learn how to restart the Stripe Reader S700.
Click the arrow to learn how to restart the Stripe Reader S700.
On the left side, press and hold the power button
Two options will pop up on the screen. Select Restart
Click OK on the pop-up.
Stripe Reader M2
Click the arrow to learn how to restart the Stripe Reader M2.
Click the arrow to learn how to restart the Stripe Reader M2.
On the left side, press and hold the power button
Continue holding until all 4 dots have turned off.
Release and press the power button again to power back on.
BBPOS WisePad 3
Click the arrow to learn how to restart the BBPOS WisePad 3
Click the arrow to learn how to restart the BBPOS WisePad 3
Press and hold the power button on the right side of the numpad
Release and press the power button again to power back on.
Reconnect the Internet / Bluetooth
BBPOS WisePOS E & Stripe Reader S700
Click the arrow to learn how to reconnect to the Internet
Click the arrow to learn how to reconnect to the Internet
Swipe from left to right.
Click Device Settings, enter the Admin Pin 07139
Select Network, then click on your location's network.
Press Forget network, and again on the pop-up to confirm
Select your location's network.
Enter the password, then click Join.
Stripe Reader M2 & BBPOS WisePad 3
Click the arrow to learn how to reconnect to Bluetooth.
Click the arrow to learn how to reconnect to Bluetooth.
In the DaySmart mobile app, click More… at the bottom right, then Settings at the bottom.
Click Credit Card Processing Settings
Click Credit Card Device Settings.
Select your device
Click Remove Device, and Yes
Go into your device's Bluetooth settings.
In your devices Paired Bluetooth list, look for your device.
This should be the serial number, which you can find on the back of the device, unless changed.
Click on your device and forget this Device.
Once your device is forgotten, you will need to reconnect to DaySmart. You can follow our getting started article.
Factory Reset
🚨 Factory resetting your device is a last resort option. Please restart the device and reconnect to the internet before factory resetting.
Once a device is factory reset, payments can not be run using the card reader until reconnected to the DaySmart Software. Please follow the Getting Started article for your software if you were advised to factory reset the device.
BBPOS WisePOS E
Click the arrow to learn how to factory reset the BBPOS WisePOS E
Click the arrow to learn how to factory reset the BBPOS WisePOS E
Swipe from left to right.
Click Device Settings, enter the Admin Pin 07139
Select Advanced
Click Factory Reset, then Reset Device
Stripe Reader S700
Click the arrow to learn how to factory reset the Stripe Reader S700
Click the arrow to learn how to factory reset the Stripe Reader S700
Hold down both side buttons for 15 seconds.
The reader will then prompt you to confirm the factory reset; select yes.
Stripe Reader M2 & BBPOS WisePad 3
Click the arrow to learn how to factory reset the Stripe Reader M2 & BBPOS WisePad 3
Click the arrow to learn how to factory reset the Stripe Reader M2 & BBPOS WisePad 3
Locate the small hole next to the charging port.
Use a paperclip or another small dull item to press the button and hold for 5 seconds.
Go into your device's Bluetooth settings.
In your devices Paired Bluetooth list, look for your device.
This should be the serial number, which you can find on the back of the device, unless changed.
Click on your device and forget this Device.
Once your device is ready to be set up again, you can follow the Getting Started article for your software.
Still having issues?
Restarting the phone/tablet or computer
If you're on a phone or tablet, you can also try reinstalling the DaySmart app.
Restart your modem or router, or both.
Unplug and replug any cords and check for loose cables.
💬 Contact Us!
📢 FAQ
Q: What if I'm having issues charging/keeping the device on?
Click the arrow to learn how to troubleshoot & order a new charger.
Click the arrow to learn how to troubleshoot & order a new charger.
If you're experiencing issues with the device not staying on, first check to ensure all cables are properly connected to the device and that other items powered by the same socket are functioning. If you have a BBPOS WisePOS E, you can also use a Micro USB cable to charge the device if you have one available.
Please note that we do not recommend keeping any devices that are intended to be mobile on the charger 24/7, as this can cause the battery to become dependent on the charger, since it learns that it will be plugged in all the time.
If you're still having issues with the device, Stripe offers replacement chargers for order. Here are those steps
Log in to Stripe
On the left side, click the Payments dropdown, then select Terminal.
Scroll down until you see the Hardware orders heading, then on the far right, click the Shop button.
Once on the shop's dashboard, select the cable for your device and add it to your cart.
Once you have your devices added to the card, click the cart in the upper right and check out.
Fill in your information.
Select your preferred shipping method; cost and time are based on location.
Fill in card information.
Click the Pay $Total button.
Q: What do the lights on my Stripe Reader M2 Mean?
Click the arrow to learn what the likes on your Stripe Reader M2 Mean.
Click the arrow to learn what the likes on your Stripe Reader M2 Mean.
The lights on the device can give you some information as to what status the device is in. If the lights are moving from left to right across the device, it is in pairing mode and attempting to connect to your DaySmart App. If the device does not connect when you go to take a payment, follow the Reconnect the Internet / Bluetooth steps.
The lights can also tell us if the device is having issues taking a payment. Take a look at the picture below for other light meanings.
💬 Contact Us
If you're having an error that you're unable to resolve, please contact us through our live chat option at the bottom right of this article, email us at Paymentsupport@daysmart.com, or schedule a call.
Please include the following information.
Your Account ID
The device type & serial number
A screenshot of the error or a video of the issue