Wix POS Register: Updating and Troubleshooting Your Card Reader
9 min
In this article
- Updating your card reader firmware
- Performing troubleshooting steps
- Stripe Reader M2
- Chipper 2X card reader
- WisePad 3 card reader
- Desktop Card Reader:
- Wix POS Go
Card readers are a payment collection method that can be paired with a phone as part of the Wix Mobile POS solution, with a tablet if you are using the Wix POS Register solution for brick-and-mortar businesses, or with your Desktop POS solution if you are process sales with your computer.
Go over the sections below for instructions on how to troubleshoot the device you own, or keep its firmware up to date.
Tip:
To charge any of the card readers, plug them into a wall outlet, not the POS tablet.
Updating your card reader firmware
Check for firmware updates from time to time and install them when they are available to keep your card reader functioning optimally.
Important:
The Wix POS Go card reader cannot be manually updated. Instead, it will update automatically whenever an update is available.
To update the card reader firmware using your POS tablet:
- Open the POS tablet.
- Tap the Menu icon
at the bottom left. - Tap Settings.
- Select Manage Hardware.
- Tap Manage Card Reader.
- Tap Check for Update next to the Reader Firmware Version.
- Follow the on-screen instructions to complete the update.
To update the card reader firmware in the app:
- Go to your site in the Wix app.
- Tap Manage
at the bottom. - Tap Point of Sale under Get Paid.
- Tap the More Actions icon
on the top right. - Select Card Reader Settings.
- Tap Check for Update next to Firmware Version.
- Tap Install Update.
Performing troubleshooting steps
Check which card reader you're using and follow the correct troubleshooting steps.
Stripe Reader M2
If you purchased your card reader after July 2022 and are based in the US, you most likely have this card reader.
Issue | Recommendation |
|---|---|
Card reader cannot be paired with tablet or phone | Solution: Restart the card reader. Check that the card reader’s serial number (found on the back of the device) is in your tablet's Scanned Device List or in the list of available readers in your tablet or phone. |
The card reader's connection with your mobile device was lost when the reader turned off automatically | Solutions: Restart the card reader. It should automatically reconnect. Charge the card reader if battery level is low. Make sure the card reader is no more than 15 meters (49 feet) away from your mobile device. |
Card reader does not work with your the mobile device | Solution: Make sure the Bluetooth® function on your mobile device is turned on. |
Card reader cannot read cards successfully | Solutions: Restart the card reader. It should automatically reconnect. Charge the card reader if battery level is low, then try to connect. Make sure the card reader is no more than 15 meters (49 feet) away from the mobile device. When swiping or inserting a card: - Check that the card reader has power and is connected. - See if the application instructs the customer to swipe, insert or tap a card. - Check that there is no physical obstacle in the card slots. - Try swiping or inserting the card with a more constant speed. - Make sure the credit card's magstripe or chip is facing the right direction when swiping or inserting a card. For tap payments: - Make sure the customer's card supports tapping. - See that the card is placed within 1 1/2 inches (4 cm.) from the NFC marking. - If card is inside a wallet or other case, remove it and place it directly on the card reader. |
Card reader does not respond | Reboot the card reader by using a paper clip to press the reset button at the bottom of the device. |
Chipper 2X card reader
If you purchased your card reader before July 2022 and are based in the US, you most likely have this card reader.
You may encounter various errors while using your Card Reader and the indicator light may display different colors. Check the table below to learn how to resolve them.
Issue | Recommendation |
|---|---|
Card reader cannot be paired with tablet or phone | Solution: Restart the card reader. Check that the card reader’s serial number (found on the back of the device) is in your tablet's Scanned Device List or in the list of available readers in your tablet or phone. |
Card reader display turned off automatically | Solutions: The display may enter Sleep Mode to save power. Press and hold the power on/off button to restart. Charge the card reader if battery level is low. |
The card reader's connection with your mobile device was lost when the reader turned off automatically | Solutions: Restart the card reader. It should automatically reconnect. Charge the card reader if battery level is low. Make sure the card reader is no more than 15 meters (49 feet) away from your mobile device. |
Card reader does not work with your the mobile device | Solution: Make sure the Bluetooth® function on your mobile device is turned on. |
Card reader cannot read cards successfully | Solutions: Restart the card reader. It should automatically reconnect. Charge the card reader if battery level is low, then try to connect. Make sure the card reader is no more than 15 meters (49 feet) away from the mobile device. Check if the card reader has power when operating and ensure devices are connected. Check that there is no physical obstacle in the card slots. Make sure the credit card's magstripe or chip is facing the right direction when swiping or inserting a card. Try swiping or inserting the card with a more constant speed. |
Card reader does not respond | Reboot the card reader by using a paper clip to press the reset button at the bottom of the device. |
WisePad 3 card reader
Merchants based in Canada may have the WisePad 3 model.
Check the table below to learn how to troubleshoot problems with this card reader.
Issue | Recommendation |
|---|---|
Card reader cannot be paired with tablet or phone | Solution: Restart the card reader. Check that the card reader’s serial number (found on the back of the device) is in your tablet's Scanned Device List or in the list of available readers in your phone. |
Card reader display turned off automatically | Solutions: The display may enter Sleep Mode to save power. Press and hold the power on/off button to restart. Charge the card reader if battery level is low. |
The card reader's connection with your mobile device was lost when the reader turned off automatically | Solutions: Restart the card reader. It should reconnect. Charge the reader if battery level is low. Make sure the card reader is no more than 15 meters (49 feet) away from your mobile device. |
Card reader cannot read cards successfully | General: Check that the reader has power and is connected to your mobile device. For tap payments: Check that your customer's card supports contactless payment. Make sure the card is placed on top of the card reader screen and is not inside anything (e.g. a wallet). When inserting a card: Check for obstacles in the card slot and remove any you find. Make sure the chip on the card is facing up when inserted. |
Card reader does not respond | Reboot the card reader by using a paper clip to press the reset button on the right side of the device, near the USB-C connector. |
Desktop Card Reader:
This card reader connects to your tablet via a network connection.
Issue | Recommendation |
|---|---|
Card reader cannot be paired with tablet | Solutions: Check if power is on. Make sure the reader is charged. Make sure the reader is connected to the same WiFi network as your tablet. Tip: To check which network your tablet is connected to, tap the Menu icon on the tablet, select App & Tablet and tap Wi-Fi & Network. |
Card reader cannot read card successfully | General: Check that the reader has power and is connected to your mobile device. Check if you're required to swipe or insert card. For tap payments: Check that your customer's card supports contactless payment. Make sure the card is placed on top of the card reader screen and is not inside anything (e.g. a wallet). When inserting a card: Check for obstacles in the card slot and remove any you find. Make sure the chip on the card is facing up when inserted. |
The card reader's connection with your mobile device was lost when the reader turned off automatically | Solutions: Restart the card reader. It should reconnect. Charge the reader if battery level is low. Make sure the card reader is no more than 15 meters (49 feet) away from your mobile device. |
Card reader does not respond | Solutions: Check if battery is properly installed. Try restarting the device. |
Card reader is frozen | Hold down the power button for 6 seconds to restart. |
Wix POS Go
The Wix POS GO connects to your tablet through WiFi. This device can be used together with Desktop POS, POS Register, or on its own by browsing your Wix Stores catalog using its color touchscreen.
Issue | Recommendation |
|---|---|
Card reader cannot be paired with tablet | Solutions: Check if your card reader is connected to the same WiFi network as your tablet. If it's not, make any necessary changes. Tip: To check which network your tablet is connected to, tap the Menu icon on the tablet, select App & Tablet and tap Wi-Fi & Network. Check that your integration can communicate with Stripe. Make sure your DNS configuration is correct. |
Card reader cannot read card successfully | General: Check that the reader has power and is connected to your mobile device. Check if you're required to swipe or insert card. For tap payments: Check that your customer's card supports contactless payment. Make sure the card is placed on top of the card reader screen and is not inside anything (e.g. a wallet). When inserting a card: Check for obstacles in the card slot and remove any you find. Make sure the chip on the card is facing up when inserted. |
The card reader's connection with your mobile device was lost when the reader turned off automatically | Solutions: Restart the card reader. It should reconnect. Charge the reader if battery level is low. Make sure the card reader is no more than 15 meters (49 feet) away from your mobile device. |
Card reader does not respond | Solution: Restart your device by pressing and holding the button on the side. |
You're unable to complete a sale | Solution: Go to the More tab on the bottom navigation bar of your device and tap Reload Catalog.  If you still cannot complete your sale, restart your device by pressing and holding the button on the side. |
If you're still experiencing issues while using your Wix POS Go, please reach out to customer care and share your Wix POS Go serial number, which is located at the back of your device.
