Stripe terminal not working? Try these troubleshooting steps!
Things to know
The terminalās status will initially say not connected under Business Settings, and that is okay.
Stripe terminals are not compatible with T-mobile routers/internet
Business Settings Terminal Connected Status
The terminal connects to Walla when you select Use New Card and choose Read Card from Terminal on the checkout page. The terminalās status will say connected under Business Settings after selecting Read Card from Terminal and completing the transaction. Once the transaction is complete the terminal status under Business Settings will go back to not connected after the transaction is complete.
In other words, do not worry about if the terminalās status says Not Connected
in either of the two following places fond under Business Settings.
The action that connects the Stripe terminal to Walla is selecting Read Card from Terminal on the checkout page.
If you are selecting Use New Card and choosing Read Card from Terminal when checking out a client, then it is time to grab a coffee or a kombucha, set aside 10 minutes and go through this quick troubleshooting list. |
Is your terminal connected to the same wifi as the device you are using for Walla?
Make sure your terminal is connected to the same wifi network as the device you are using for Walla. On your Stripe terminal, go to settings by swiping right from the left edge of the reader screen to reveal a settings button, then select wifi settings. This displays all available wifi networks so you can see which network your terminal is connected to. To see more details about the connection, tap on the connected network name. You want to make sure the signal strength is good and the device has an IP address assigned. Remember, attempting to join a new wifi network disconnects the terminal from any existing wireless connection.
Is your wifi network not password protected?
Your wifi network must use WPA-Personal or WPA2-Personal encryption and be password protected. Non-password-protected networks or enterprise networks are not supported.
Is your router IPv6 or IPv4?
Only IPv4 readers are supported by the Stripe terminal. Visit the following website to confirm your IP address here and check if your IP address falls under the the IPv6 or IPv4 format.
The following IP addresses are IPv4. They are 1ā3 numbers split up into 4 sections, divided by a decimal place. Here are some examples: addresses: 1.2.3.4, 123.214.212.144, 64.82.220.151
IPv6 addresses are slightly different. Here are some examples: 2606:4708:10::6816:2868, 2a00:1458:4009:817::200e, 2606:4770:10::ac43:c22
Is your reader not able to connect to Stripe and update automatically?
Your reader will automatically update when it is charging. In the chance your reader is having trouble updating, it is possible that it can not connect to Stripe. Stripe maintains the software that controls the terminal via automatic updates from Stripe when not in use. As reader software updates are made available, update your terminal to the latest available version to continue using the Stripe Terminal. If a Stripe software update is interrupted, failing to install a required update can prevent a terminal from accepting payments.
The terminal restarts every day at midnight for PCI compliance. Leave your terminal on and connected to power to receive automatic software updates. If you unplug the terminal at night, an update could start when you turn it back on. To manually check for an update, reboot the reader.
The battery life of a fully charged terminal should be around 8 hours and should fully charge to 100% when left plugged in to charge over night.
Check if your terminalās software is up to date
You can check the latest terminal software version here Reader Software Version. The reader, firmware, and configuration versions should all match the software versions of your reader.
On your reader swipe in from the left edge of the screen to the right edge of the screen
Tap Settings
Enter the admin code, 0-7-1-3-9
The Diagnostics page will display your readerās software versions
If the terminalās software version does not match what you are seeing here Reader Software Version, then the terminal might be having trouble connecting to Stripe when it is plugged in and running through updates at midnight.
Restart the device to automatically force the reader to check for software updates.
Check the terminalās connectivity to Stripe to ensure automatic updates
On the terminal, go to Settings
Select Diagnostics. This displays a list of troubleshooting tests.
Check Stripe connectivity and ensure it says āPassed.ā
If the Stripe connectivity test fails, follow these steps.
Update the DNS settings on your device. Donāt worry, it is easy.
By adding 1.0.0.1 and 1.1.1.1 to your DNS settings under your deviceās network settings, it makes it easier for Walla to connect to your terminal. And usually this final step is what does the trick if you are still unable to use the terminal.
How to change DNS settings on a Mac
Go to System Preferences
Choose Network
Select Advanced
Choose the + under the DNS Servers column
Enter 1.1.1.1
Select the + again
Enter 1.0.0.1
Choose Save
How to change DNS settings on an iPad
Open the Settings app and tap on Wi-Fi.
Tap on āiā next to the connected Wi-Fi name or any other Wi-Fi.
Tap on Configure DNS
Tap on Manual, then choose Add Server.
Next, type 1.1.1.1
Select Add Server, type 1.0.0.01
Tap on Save
How to change DNS settings using Control Panel on Windows 11
Open Control Panel.
Click on Network and Internet.
Click on Network and Sharing Center.
Click the Change adapter settings option in the left pane.
Right-click the active network interface and select the Properties option.
Select and check the Internet Protocol Version 4 (TCP/IPv4) option.
Click the Properties button.
Select the Use the following DNS server addresses option.
Under the "Preferred DNS server" section, confirm the primary DNS address. Enter 1.1.1.1
Under the "Alternate DNS server" section, confirm the secondary DNS address the system will use if the primary is not reachable. Enter 1.0.0.1
Click the OK button.
Click the Close button.
How to change DNS settings using Settings on Windows 10
Open Settings.
Click on Network & Internet.
Click on Ethernet or Wi-Fi.
Select the connection that connects Windows 10 to the network.
Under the "IP settings" section, click the Edit button.
Use the "Edit IP settings" drop-down menu and select the Manual option.
Turn on the IPv4 toggle switch.
Under the "Preferred DNS server" section, confirm the primary DNS address. Enter 1.1.1.1
Under the "Alternate DNS server" section, confirm the secondary DNS address. Enter 1.0.0.1
Click the Save button.
Restart the device.
Charging your terminal
After a full overnight charge your Stripe terminal should last up to 8 hours.
If you checked all the boxes, gave it your best and the terminal is still not working, then the next step is to review the more in-depth technical troubleshooting steps Stripe provides here BBPOS WisePOS E Troubleshoot the reader. Keep in mind that Walla does not manufacture the Stripe terminal, Stripe does. Which means the Walla Support team uses the same information as you to troubleshoot the reader. After reading and applying relevant steps from the more advanced content, if your terminal is still not working, reach out to your friendly Walla Support team and send them a message. Be sure to mention the steps you've completed and any steps you had trouble with or did not complete!