If your card reader isn't responding, not connecting, or failing to process payments, follow the steps below based on your reader model. If you're not sure which reader you have, the BBPOS WisePOS E has a touchscreen display; the Stripe Reader M2 is a smaller handheld reader with LED indicator lights.
BBPOS WisePOS E
Step 1: Make sure you're on the same network
This is the most common reason the WisePOS E won't connect. The TripWorks web app communicates with the reader over your local network — which means the device you're using to run TripWorks (desktop, tablet, or phone) must be on the same WiFi network as the card reader.
If your device is on 4G/cellular, it cannot reach the reader even if the reader itself is online. Connect your device to the same WiFi router or hotspot that the reader is on before trying again.
Step 2: Confirm the reader's WiFi connection
Swipe in from the left edge of the reader screen and go to Settings → WiFi to confirm the reader is connected to your network. If signal strength is weak, move the reader closer to your router or access point.
Step 3: Run the built-in diagnostics
- Swipe in from the left edge and tap Settings
- Enter the admin passcode (default: 07139)
- Tap Diagnostics
The diagnostics tool tests DNS resolution, Stripe connectivity, WiFi signal, and battery status. If Stripe connectivity shows as failed, the reader cannot process payments — check your network firewall or router settings to ensure Stripe’s endpoints are reachable.
Step 4: Reboot the reader
Hold the power button until the device restarts. After rebooting, it will check for software updates automatically. Leave the reader powered on and connected overnight at least once a week — it restarts nightly at midnight for PCI compliance and installs any pending updates. Failing to install a required update can prevent the reader from accepting payments.
Step 5: Re-register the reader in TripWorks
If the reader still isn’t working after rebooting, remove it and re-register it:
- Go to Setup → Card Readers
- Remove the existing reader
- Click Register Card Reader and follow the prompts
For full setup instructions, see Set Up The BBPOS WisePOS E Card Reader.
LED and status indicators
- Left LED solid/flashing green — charging or fully charged
- Left LED red — potential charging issue; try a different cable or dock
- Right LED 2-second flash — hardware fault; reader may need replacement
Stripe Reader M2
Step 1: Check charge and power
The M2 connects via Bluetooth. Make sure the reader is charged — hold the button to power it on. LED lights indicate status:
- Solid green — ready
- Flashing green — pairing mode
- Red — low battery or error; charge before use
Step 2: Re-pair the reader
If the reader is powered on but not connecting to TripWorks:
- On your device, go to Bluetooth settings and forget/remove the Stripe Reader M2
- Hold the reader’s button until the LEDs flash to enter pairing mode
- Re-pair via Bluetooth on your device
- In TripWorks, go to Setup → Card Readers and confirm the reader is still listed. If not, click Register Card Reader to add it again.
For full Stripe documentation, see Stripe Reader M2 support.
Step 3: Check your browser
The M2 uses Web Bluetooth, which requires a compatible browser. Use Google Chrome on desktop or Android. Safari and Firefox do not support Web Bluetooth — switch to Chrome if you’re on either of those.
Still not working?
If neither reader is responding after these steps, contact TripWorks support — we can check your account configuration, escalate a hardware issue with Stripe, or help you process payments manually while you get back up and running.