If your reader isn't responding, won't connect, or fails to process payments, work through the steps below. Not sure which reader you have? The BBPOS WisePOS E has a touchscreen; the Stripe Reader M2 is a smaller handheld with LED lights.
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BBPOS WisePOS E
1. Get on the same network
This is the most common cause. TripWorks talks to the WisePOS E over your local network, so the device running TripWorks (desktop, tablet, or phone) must be on the same Wi-Fi network as the reader. If your device is on cellular/4G, it can't reach the reader even when the reader is online — switch it to the same Wi-Fi router or hotspot as the reader and try again.
2. Confirm the reader's Wi-Fi
Swipe in from the left edge of the reader screen and go to Settings → WiFi to confirm it's connected. If the signal is weak, move the reader closer to your router or access point.
3. Run the built-in diagnostics
- Swipe in from the left edge and tap Settings.
- Enter the admin passcode (default 07139).
- Tap Diagnostics.
This tests DNS, connectivity, Wi-Fi signal, and battery. If the connectivity check fails, the reader can't process payments — check your network firewall or router so the payment service's endpoints are reachable.
4. Reboot
If it's still stuck, power the reader off and on. A restart clears most transient connection issues.
Stripe Reader M2
The M2 pairs with the TripWorks mobile app over Bluetooth. If it won't connect:
- Make sure the reader is charged and powered on.
- Confirm Bluetooth is on on your phone or tablet and the app has permission to use it.
- Re-pair the reader from the app's settings, and keep it close to the device while pairing.
Still not working?
If you've worked through these steps and the reader still won't cooperate, contact TripWorks support with your reader model and what the diagnostics showed. For first-time setup, see Set up card readers.
Frequently asked questions
Why won't my WisePOS E connect?
Almost always because the device running TripWorks isn't on the same Wi-Fi network as the reader. Get both on the same network (not cellular) and try again.
What's the reader's admin passcode?
The default admin passcode for the WisePOS E is 07139 — used to reach Settings and Diagnostics on the reader.
When I register a reader, the Location dropdown is empty ("Sorry, no matching options")
A card reader has to be attached to a location that's set up for card readers, so the register form only lists eligible locations. If the dropdown has no options, your account doesn't have one yet. Make sure you have an active location under Setup → Locations, then try again. If the dropdown is still empty, contact TripWorks support and we'll get card readers enabled for your location.
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