Error Code: Reader is unable to connect
To check connectivity, go to settings, then select WiFi settings. This displays all available WiFi networks. To see more details about the connection, tap on the connected network name.
Make sure the network is connected and has internet access.
The signal strength is good.
The device has an IP address assigned.
The subnet matches the one that your application is connected to.
Error Code: Reader is unable to update
If your reader doesn’t update, it’s possible that it can’t connect to Stripe. To check its connectivity to Stripe, go to settings, then select Diagnostics. This displays a list of troubleshooting tests. Check Stripe connectivity and ensure it says “Passed.” If the Stripe connectivity test fails, follow these steps.
The reader has IP address but is unable to communicate with Stripe
If you are seeing this please reach out to support to further troubleshoot.
In the case troubleshooting does not fix the device issue, please reach out to support so the team can further assist.
When reaching out, we request to include your reader's version to expedite the support. You can find your reader’s versions in the Diagnostics menu by swiping in from the left edge of the screen, tapping Settings, and entering the admin code, 0-7-1-3-9.