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Troubleshooting the WisePad 3 card reader

Use this guide to troubleshoot common issues with the WisePad 3 reader.

Complete Step 1: General troubleshooting for the WisePad 3 Card Reader before you select the specific issue you're experiencing. If the troubleshooting steps don't resolve the issue, then you can send a report to INTIX Support.

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Step 1: General troubleshooting for the WisePad 3 card reader

  • Verify that you have an internet connection. INTIX POS devices need to connect to the internet through either Wi-Fi or your phone's cellular data to process payments. If you can't connect to the internet, then you need to use a different payment type during the time you're offline.
  • Make sure the INTIX Box Office app is up to date from app stores: iOS, Android.
  • Make sure that your device is up to date:
    • To update your iOS device, go to your device's settings, and then tap General > Software Update. If there's an update available, then you can tap Update now.
    • To update your Android device, go to your device's settings, and then tap Software update. If there's an update available, then follow the on-screen instructions to install it.
  • Verify that Bluetooth on your phone's Settings is turned on.
  • Verify that the INTIX Box Office app has permission to connect to Bluetooth in your device settings.

Perform a WisePad 3 card reader reset:

The reset pinhole is located next to the charging port on your reader. Insert a paperclip into the pinhole and hold it down for five seconds. When you release the paperclip, the reader should beep and the screen should restart.

Step 2: Select the Wisepad 3 card reader issue

PAIRING ISSUES

If you can't pair your WisePad 3 card reader, then troubleshoot with the following steps:

  • SETTINGS: Review the permissions in your phone's settings for your INTIX Box Office app:
    • iOS and Android: Location is set to: When using this app
    • iOS and Android: Camera is On or Allowed
    • iOS: Local Network is On
    • iOS: Background app refresh is On
  • UNPLUG the reader and plug it back in.
  • UN-DOCK: If you use a Retail Stand - undock and re-dock the tablet.
  • BATTERY: Verify that your WisePad 3 card reader is charged above 50% battery.
    Be sure it is above 50% before trying again as the reader might have trouble pairing with less than 50% battery - even while plugged in.
  • UNPAIR: Verify that the WisePad 3 card reader is not connected to a different device. If it is, unpair it from that device before trying to pair it with a new device. The WisePad 3 card reader can only pair to one device at a time.
  • FORCE CLOSE the INTIX Box Office app and and reopen it.
  • CONNECT: If you have a USB-C cable, try connecting the reader directly to your phone or tablet. 

CONNECTION ISSUES

If your WisePad 3 card reader disconnects from your POS device or you experience bluetooth connectivity issues, troubleshoot using the following steps.

  • Review the permissions in your phone's settings for your INTIX Box Office app:
    • iOS and Android: Location is set to: When using this app
    • iOS and Android: Camera is On or Allowed
    • iOS: Local Network is On
    • iOS: Background app refresh is On
  1. From the INTIX Box Office app, go to Settings. (Depending on your device, you may have to connect to Tap To Pay to get to the menu that includes Settings) > Disconnect the reader.
    Box Office_Settings          Box Office_Disconnect
  2. From the phone's Bluetooth settings, check whether the Wisepad 3 card reader is listed by its serial number. If so, tap Forget card reader.
  3. Turn off Bluetooth on your device.
  4. Turn the phone off completely for several minutes.
  5. Perform a pinhole reset by using a pin or paper clip to press and hold the reset button for 5 seconds. The reset button is located on the right side of the WisePad3, next to the charging port. 
  6. Turn the device back on and re-activate Bluetooth in the device settings, but DO NOT re-pair the reader.
  7. Open the INTIX Box Office app, and then complete the WisePad3 pairing steps.

'SYSTEM TAMPERED' ERROR

If your WisePad 3 card reader displays a Tamper Detected screen error, then the reader can no longer be used, and it will need to be replaced. Contact INTIX Support.

OVER-THE-AIR UPDATE ISSUES

To update your WisePad 3 reader, make sure that the following requirements are met:

  • Your WisePad 3 reader is charged to at least 50%.
  • INTIX Box Office app is updated to the latest version from the Apple or Google app stores.

If the update freezes or fails, then troubleshoot with the following steps:

  1. Force close the INTIX Box Office app by exiting and swiping it closed.
  2. Re-open the INTIX Box Office app, go to the app Settings. (Depending on your device, you may have to connect to Tap To Pay to get to the menu that includes Settings) 
  3. Disconnect the reader.
  4. Go to your phone's Settings. From the phone's Bluetooth settings, check whether the Wisepad3 card reader is listed by its serial number. If so, tap
  5. Forget card reader.
  6. Do a pinhole reset. The pinhole is located next to the charging port on your reader. Insert a paperclip into the pinhole and hold it down for five seconds. When you release the paperclip, the reader should beep and the screen should restart.
  7. Open the INTIX Box Office app, and then complete the WisePad3 pairing steps.

PAYMENT ACCEPTANCE ISSUES

  • Make sure that location permissions for the INTIX Box Office app are set to either Always or Only when using the app.
  • Force close the INTIX Box Office app by exiting and swiping it closed., re-open the app , and then attempt a payment again.

CARD CHIP ISSUES

    If the card reader doesn't display Chip card detected, then you need to clean the chip slot.

    NOTE: Never blow into the chip slot, as the saliva particles can corrode the chip contacts. Don't use an adhesive, such as a sticky note or tape, as this can leave residue that can collect debris.

    1. Fold a piece of paper to be the same thickness as a credit card.
    2. Insert the folded piece of paper into the chip slot and move the paper side-to-side and back-and-forth.
    3. Remove the paper from the slot, and then use a can of compressed air to clean out the chip slot.

    If these steps don't work, then use a small amount of isopropyl alcohol and a thin cotton swab to gently clean the contacts in the chip slot.

    Step 3: Send a report to INTIX Support

    If your card reader still isn't working after following the general troubleshooting steps and the specific issue troubleshooting steps, contact INTIX Support:

    Contact your Account Executive or email help@intix.com.

    Requirements for using WisePad3 card reader: LINK TO REQUIREMENTS article when written